Alipay Member Protection Rules

Updated as of December, 2014

These Alipay Member Protection Rules (“Rules”) supplement Alipay Service Agreement, Stored Value Terms of Service and Alipay Privacy Notice (collectively, “Alipay Terms”) with regard to Alipay Member Protection program only. If any matter is not provided for in these Rules but is provided for in the Alipay Terms, the provisions of the Alipay Terms shall prevail. If there is a conflict between the provisions of these Rules and the provisions of Alipay Terms, the provisions of these Rules shall prevail. Unless otherwise expressly provided herein, the capitalized terms shall have the same meanings as set forth in the Alipay Terms.

1.1 Protection against Unauthorized Transactions.

When an Unauthorized Transaction (as defined below) occurs in your account, Alipay will provide some compensation for your every eligible Unauthorized Transaction as long as you follow the procedure terms described below.

An "Unauthorized Transaction" occurs when money is sent from your Alipay Account, either through the stored value with your Alipay Account or the credit or debit card linked to your Alipay Account, that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your account, and sends a payment from your account, that an Unauthorized Transaction has occurred. You have the obligation to ensure the safety of your account. If you authorize someone to access your account (provide them with your login information), but they conduct transactions without your knowledge or permission, you shall be responsible for all the consequences arising from such use.

1.2 Notify Alipay

    1. a. You should immediately notify Alipay if you believe there has been an Unauthorized Transaction or unauthorized access to your account.
    2. b. To be eligible for Alipay protection programs for Unauthorized Transactions in your account, you must notify us within 90 days after any Unauthorized Transaction first appears in your account statement.
    3. c. You should regularly log into your account and review your account statement to ensure that there has not been an Unauthorized Transaction. Alipay will send you an e-mail through the-mail address you have provided to notify you of every transaction in your account. You should check these transaction confirmation messages to ensure that each transaction has been authorized by you and the information is accurate.
    4. d. For the Unauthorized Transaction appeared in your account, please submit your application via the entrance of Alipay Member Protection. In order to facilitate your application, you need to provide necessary information/documents for the investigation in accordance with the requirements on the page. If you upload onto the page with some irrelevant/unqualified documents for the investigation of the Unauthorized Transaction, you will receive a mail for gathering further necessary materials/documents. Alipay will initiate an investigation upon gathering complete information/documents.

1.3 Actions taken by Alipay upon receipt of notification

a. Once you notify us and provide complete necessary information/documents relating to any suspected Unauthorized Transaction, we will do the following:

b. If we determine that there was an Unauthorized Transaction, we will credit the full amount of the Unauthorized Transaction to your Alipay account or the credit or debit card linked to your Alipay Account. As for credit card deposit, due to the credit card issuer, it may take 10-20 working days to display on your account statement.

c. If we determine that there was no an Unauthorized Transaction, we will send you an email to explain our decision.

1.4 Scope of protection

a. If the Unauthorized Transaction was made through the stored value of your Alipay Account:

b. If the Unauthorized Transaction was made through the credit or debit card linked to your Alipay Account, you may receive full amount of each Unauthorized Transactions provided you meet the requirements under these Rules.

1.5 Items not eligible for Alipay Member Protection program

a. Chargeback. Credit card chargeback right (if applicable) may be broader than the scope of Alipay Member Protection programs. You can request for member protection compensation from Alipay. You can also contact your credit card company to exercise your chargeback right. You cannot simultaneously submit these two applications or claim for double compensation. If you apply for exercising your chargeback right from your credit card company while your application for compensation submitted to Alipay is pending, Alipay will close your application for Unauthorized Transaction compensation. Therefore, you will only be able to rely on exercising your chargeback right to resolve the issue.

b. Refund. A transaction which initiates refund is not under the protection of Alipay Member Protection program.