1. General Provisions
1.1. These Terms and Conditions for the Use of the Video Chat Service shall regulate the manner and procedure by which Bulgarian American Credit Bank AD (hereinafter referred to as the “Bank”) provides video information (hereinafter referred to as the “Service” or “Video Chat”) to its current or potential clients, individuals, using it outside the scope of their professional activity or business (hereinafter referred to as “User(s)”).
1.2. The Service is an additional channel for communication with the Bank, providing the User with the option to receive information and consultation on a limited number of Bank’s products, without the provision of specific offers, such as:
- Consumer and mortgage loans for individuals, within the following time interval: Monday to Friday on business days, 8:30 a.m. to 5:30 p.m.
- "JUST NOW” online consumer loan for natural persons, within the following time interval: every day, 10 a.m. to 9 p.m
- Deposits to be concluded online ("Online deposit" and "It’s All Good" deposit - online), within the following time interval: Monday to Friday on business days, 8:30 a.m. to 5:30 p.m.
- Online banking (Virtual Bank), within the following time interval: Monday to Friday on business days, 08:30 a.m. to 5:30 p.m.
- Real estate property of the Bank, within the following time interval: Monday to Friday on business days, 08:30 a.m. to 5:30 p.m.
- “CLEAN ACCOUNT” product for individuals, within the following time interval: every day, 10:00 a.m. to 09:00 p.m.
1.3. The Service cannot be used for the provision of pre-contractual information about the Bank's products, for the conclusion of contracts, provision of remote payment and/or financial services, providing advice within the meaning of Chapter 8 of the Consumer Credits Related to Immovable Property Act, оr for making and/ or accepting statements binding the User and/or the Bank. By using the Service, the User expressly declares and agrees that the statements and information provided by a Bank's employee through the Service are intended for informational purposes only and are not binding on the Bank in any way, nor can they be interpreted as a commitment on the part of the Bank to enter into and/or amend any contractual relations with the User and/or provide him with certain conditions for products offered by the Bank, nor represent investment advice for investment and other services related to financial instruments
1.4. The User is not required to enter a user name and a password to use the Service.
1.5. The User must familiarize themselves with these Terms and Conditions before using the Service and accept them by checking the consent box. If the User does not agree to these Terms and Conditions, the Bank will not provide the Service.
1.6. (1) By selecting the "I agree with the Terms and Conditions for the Use of the Video Chat Service" box before starting the Service, the User agrees that the Bank may process the information provided voluntarily and representing personal data. If the User disagrees, the Bank will not be able to provide the Service.
(2) The User is informed that the Bank processes the information provided by the User, including a video image, representing personal data within the meaning of the General Data Protection Regulation (GDPR) and the Personal Data Protection Act (PDPA). Detailed information on the data identifying BACB AD as a data controller and the contact details of the data protection officer, the purposes and the legal basis for data processing, including cases where such processing is necessary for protecting the legitimate interest of BACB AD; the categories of recipients of personal data; the period of storing personal data; the data subjects' rights relating to personal data processing by BACB AD, as well as information on the procedure for exercising such rights; and any other information that the General Data Protection Regulation requires to be provided to the Client, is contained in the Data Protection Policy of BACB AD and in the Notice to the Customers of Bulgarian-American Credit Bank AD regarding data protection (Privacy notice), available and published at www.bacb.bg and in the offices of BACB AD.
1.7. The Bank provides the Service through its website https://videohelp.bacb.bg, allowing for the initiation of video and/or audio, screen sharing and chat session with a Bank’s employee. The Bank cannot be held responsible for its inability to provide the Service due to circumstances beyond the Bank's control - including, but not limited to, force majeure, random events, disruptions in the global Internet network, communication restrictions and disturbances, inability to connect to the video conference platform or limited access thereto, problems caused by the User's equipment, or in case of unauthorized access or intervention of third parties in the functioning of the Bank's information system or servers.
1.8. The service can be used by the following browsers and operating systems.
| Operating system + Browser | Audio | Video | Screen sharing | Chat |
| Windows10+Chrome 71 | Yes | Yes | Yes (with extension) | Yes |
| Windows10 + Firefox 68 | Yes | Yes | Yes (with extension) | Yes |
| Windows10 + MS Edge 81 | Yes | Yes | Yes (with extension) | Yes |
| Windows10 + Opera 68 | Yes | Yes | Yes (with extension) | Yes |
| Mac OS + Safari 11 and above | Yes | Yes | No | Yes |
| Mac OS + Chrome v.71 | Yes | Yes | Yes (with extension) | Yes |
| Mac OS + Firefox v.68 | Yes | Yes | No | Yes |
| Android 8 and above + Chrome 71 | Yes | Yes | No | Yes |
| Android 8 and above + Opera 52 | Yes | Yes | No | Yes |
| Android 8 and above + Samsung Internet 11.2 | Yes | Yes | No | Yes |
| Android 8 and above + Microsoft Edge 45 | Yes | Yes | No | Yes |
| Android 8 and above + Mozilla Firefox 68 | Yes | Yes | No | Yes |
| iOS 11 and above + Safari | Yes | Yes | No | Yes |
1.9. During video chat, the Bank's employees do not have access and cannot control the User's devices - camera, browser, device or computer.
1.10. The use of the Service and the sharing of the screen is at the express wish and choice of the User.
1.11. Each User must familiarize themselves with these Terms and Conditions before using the Service.
1.12. Video chat starts with the video turned off on the User's device.
1.13. In order to use the Service, the User is required:
- to have a mobile device or computer with a microphone (only audio calls are also supported) and/or a camera (video chat)
- to have the browsers and operating systems supported by the Bank, as referred to in clause 1.8.
- to install the necessary extensions/add-ons on the browser used. For this purpose, the User should have administrative rights on the device used for the Service.
1.14. The Service is supported by the Bank in the time intervals referred to in clause 1.2 for the specified products.
1.15. The Bank records and stores the video/audio sessions (Video-chat) in order to improve service quality and prove the content of the communications with the User during the use of the Service in the event of a dispute arising between the User and the Bank.
2. Rights, responsibilities and waiver of the service
2.1. The User may interrupt the video chat with the Bank at any time and at the User’s discretion.
2.2. Through the Service, The Bank does not accept, process or use the service for receiving complaints, requests for transactions, operations with other products and services.
2. 3. The Bank is entitled to refuse or interrupt a session with a User who uses personal attacks, provocations, inappropriate, obscene, rude, illegal behavior.
2.4. Employees of the Bank engaged with the Service under no circumstances will request the Users to disclose the following information: passwords, bank card numbers, bank account numbers and balances, PIN code or other similar data about the User. In case of experiencing such practices, the User should immediately notify the Bank by phone: 02 9058370 or by e-mail: abuse@bacb.bg.
These Terms and Conditions were adopted by a decision of the Management Board dated 25.05.2018, amended by decisions of the MB of 24.01.2019, 01.08.2019 and of 03.11.2022 and enter into force on 04.11.2022.
