GENERAL CONDITIONS OF USE

1. PREAMBLE

The my Visa mobile application (the ‘Application’) and the my.visa.be website (the ‘Site’) are made available to users (the ‘User(s)’) by Visa Europe Limited, a company incorporated in England, whose registered office is at 1 Sheldon Square, London W2 6TT, United Kingdom, registered number 5139966, acting through its French branch, whose registered office is at 83-85, avenue de la Grande Armée - 75116 Paris, registered with the Paris Registre du Commerce et des Sociétés under number 509 930 699 (‘Visa’).

The purpose of these general conditions of use (the ‘GCU’ or ‘General Conditions of Use’) is to govern access to and use of the Site and/or the Application, including their content and functions.

Date of last update: 13 May 2026

2. DEFINITIONS

Capitalized words have the following definition:

  • ‘Application" means the my Visa mobile application, downloadable from the dedicated platforms.

  • ‘Account" means the personal space that the User must create in order to access the Application or the Site.

  • ‘Visa Card" means a valid Visa Premier, Platinum or Infinite card issued by a Belgian bank. Visa Card’ means a valid Visa Gold, Platinum or Infinite card issued by a Belgian bank.

  • ‘Benefits" means both the Visa Card Benefits and the Additional Benefits.

  • ‘Visa Card Benefits" means all benefits attached to a Visa card which the User may enjoy, depending on the Visa card held, by virtue of being a Visa cardholder.

  • ‘Additional Benefits" means any additional or customised benefits to the Visa Card Benefits offered to Users by their bank (and its partners) under its sole responsibility.

  • ‘Site‘ means the website accessible at the following address: my.visa.be

  • ’User" means a Visa cardholder who has opened an Account on the Site and/or the Application.

3. ACCEPTANCE AND MODIFICATION OF THE TERMS AND CONDITIONS OF USE

3.1       Before using the Site and/or the Application, the User acknowledges having read, understood and agreed to the General Terms and Conditions of Use when creating his/her Account. If this is not the case, the User must not and may not use the Site and/or the Application.

3.2       Subject to the limitations and conditions imposed by applicable law, Visa reserves the right to modify the Terms of Use at any time, subject to prior notice to Users and fourteen (14) days' notice, including, but not limited to, in order to comply with changes in legislation or to reflect technical developments on the Site or the Application. In the event of a change to the Terms of Use, Visa will publish the revised Terms of Use on the Site and Application and notify the User accordingly. After this notification, the User will be free to accept or reject them. Refusal to accept the changes may result in the User's Account being closed. In any event, the User can delete his/her Account by following the procedure described in Article 4.2 (Deleting an Account).

4.         CONDITIONS OF ACCESS, REGISTRATION AND USE OF THE SITE AND THE APPLICATION

To access the Site or the Application, the User must create an Account. The User is not allowed to use the Application or the Site if the User is prohibited from receiving products, services or software from Visa under applicable law.

4.1       Account management

4.1.1    Account creation

4.1.1.1 To create an Account on the Site or Application, the User must:

- have an Internet connection ;

- be the holder of a valid Visa Card issued in his/her name by a Belgian bank; and

- be at least 18 years old or, failing that, have authorisation from their legal representative.

4.1.1.2 To create an Account on the Site and/or the Application, the User must click on the ‘Create my Account’ button and follow the steps below:

- enter their card number (PAN) ;

- enter their title, surname, first name and date of birth;

- choose your login details: e-mail address and password;

- accept the Privacy Policy and the General Terms and Conditions of Use; and

- if the User so wishes, subscribe to the Visa newsletter.

To validate their registration, Users must click on the registration confirmation link that they will receive by e-mail at the e-mail address they provided when creating their Account.

On subsequent visits to the Site and/or the Application, the User can access his/her Account by clicking on the ‘Log me in’ button and entering the login details chosen when the Account was created.

To modify or add to their personal details, Users can go to the ‘My Account’ tab.

4.1.2    Modifying the Account

By clicking on the ‘My Account’ tab, Users can view, complete and modify their profile information (personal information and password), manage their preferences (find their favourites, select/modify their interests) and manage their subscription to the Visa newsletter.

4.1.3    Account deletion

Users may delete their Account at any time directly from the ‘My Account’ tab, by clicking on ‘Delete my Account’.

4.1.4    ‘My Favourites’ tab

By clicking on the ‘My Favourites’ tab, Users can view their favourite Benefits for Visa Gold Card and Visa Platinum Card Users and their favourite Invitations, Events and Privileges for Visa Infinite Card Users which they have selected using the ‘heart’ button.

4.1.5    ‘My Cards’ tab

By clicking on the ‘My cards’ tab, Users can add their Visa Cards, obtain information on contact points in the event that their Visa Card is lost, stolen or damaged and access their bank's application by clicking on the ‘Use my bank's application’ tab.

4.2       Deletion from the Application and/or the Site

For good cause shown, Visa may suspend the Application and/or the Site in whole or in part at any time. Visa may terminate the Application and/or the Site at any time upon thirty (30) days' notice.

5.         BENEFITS

5.1       Visa Card Benefits

By logging into his/her Account, the User has access to a privileged area presenting the Visa Card Benefits and/or Additional Benefits attached to his/her Visa Card.

5.1.1    Visa Card Benefits available to all Visa Gold, Visa Platinum and Visa Infinite Card Users

The Visa Card Benefits described below are available to all Visa Gold, Visa Platinum and Visa Infinite cardholders.

5.1.1.1  ‘My Trips’

By clicking on the ‘My Trips’ tab, the User has access to information, in particular :

- Under the heading ‘Preparing for my trip’, the User can access explanatory content on the Benefits of Visa Card when travelling.

- Under the heading ‘My comfort at the airport’, and depending on their bank, Users can obtain access links to be redirected to :

o The Smart Delay site, which provides free access to an airport lounge in the event of a flight delay;

o The Priority Pass website, which offers a wide range of benefits in selected airport lounges and shops;

o The Lounge Key website, which also offers numerous advantages in selected airport lounges and shops.

- In the ‘Need help during my trip’ section, the local emergency telephone number for medical assistance is given, 24 hours a day. Depending on their bank, the User can also obtain the link to a function enabling them to find nearby hospitals, emergency numbers and a medical translator.

- Under the heading ‘My payment facilities when travelling’, the User can access an ATM locator and a currency converter.

- In the ‘When I get back from my trip’ section, the User can access information on the medical insurance and assistance available to them, in particular :

o by clicking on ‘Insurance’, Users will be redirected to their insurer's website to declare or track their claims;

o by clicking on ‘Medical assistance’, an assistance number will be displayed and the User will be redirected to the site of their medical assistance operator in order to request medical assistance or a certificate before their journey;

o by clicking on ‘AirRefund’, the User will be redirected to the service operated by AirRefund enabling him/her to make a claim in the event of delay, cancellation of your flight or refusal of access on board.

- In the ‘My Travel Partner Benefits’ section, the User can find a description of the other Visa Card Benefits available, related to the world of travel. 

5.1.1.2  ‘My cover’ tab

By clicking on the ‘My cover’ tab, the User has access to the following information:

- In the ‘Discover my cover and services’ section, the User can access information on the medical insurance and assistance available to them, and in particular :

o by clicking on ‘Insurance’, Users will be redirected to their insurer's website in order to declare or track their claims;

o by clicking on ‘Medical assistance’, an assistance number will be displayed and the User will be redirected to the site of their medical assistance operator in order to request medical assistance or a certificate before their trip.

- In the ‘Headlines’ section, Users can access general information on insurance and assistance linked to their Visa Card.

- In the ‘Frequently Asked Questions’ section, the User can access answers to frequently asked questions about the insurance and assistance cover attached to their Visa Card.

- In the ‘My cover’ section, the User can access information on the insurance and assistance cover attached to their Visa Card by universe (Transport, Luggage, Medical assistance, Snow and mountain, Vehicle hire, Third party liability).

5.1.2    Visa card benefits available to Visa Gold card users

Visa Gold Card Users are entitled to benefits ( ‘Benefits’). By clicking on the ‘My Benefits’ tab, Users can find all the Benefits available to them through their Visa card.

The specific conditions applicable to each Advantage are detailed in each Advantage and are the sole responsibility of the partner issuing them.

5.1.3    Visa Card Benefits available to Visa Platinum Card Users

5.1.3.1  ‘My Benefits’

Users holding a Visa Platinum Card are entitled to benefits ( ‘Benefits’). By clicking on the ‘My Benefits’ tab, Users can find all the Benefits available to them through their Visa Card.

The specific conditions applicable to each Advantage are detailed in each Advantage and are the sole responsibility of the partner issuing them.

5.1.3.2  ‘My assistant’ tab

Click on the ‘My assistant’ tab:

- ‘How can we help you?’ section, depending on their bank, the User is offered up to five (5) means of communication to get in touch with their concierge and, in particular, to obtain information or personalised advice or to make reservations with third-party partners or take advantage of offers from Visa partners. Users can access their request history by clicking on ‘My request history’. 

- Under the heading ‘Most frequent requests’, the User can find examples of the most frequent requests.

5.1.4    Visa card benefits available only to Visa Infinite cardholders

Visa Infinite cardholders enjoy Visa Card Benefits specific to the Visa Infinite card, as listed below.

5.1.4.1  Loyalty program

By clicking on the ‘Loyalty program’ tab, the User can find the invitations, events and privileges available to him/her thanks to his/her Visa Infinite card (‘Invitations, Events and Privileges’).

The specific conditions applicable to each Invitation, Event or Privilege are detailed in each Invitation, Event or Privilege and are the sole responsibility of the partner issuing them.

5.1.4.2  ‘My Concierge’

By clicking on the ‘My Concierge’ tab:

- Under the heading ‘How can we help you?’, depending on their bank, Users are offered up to four (4) means of communication to get in touch with their concierge and, in particular, to obtain information or personalised advice or to make reservations with third-party partners or take advantage of offers from Visa partners. Users can access their request history by clicking on ‘My request history’.

- In the ‘Most frequent requests’ section, the User can find examples of the most frequent requests.

5.2       Additional Benefits

5.2.1    Certain banks ( ‘Third Party Banks’) may offer additional benefits to those detailed in Article 5.1 (Visa Card Benefits). The User whose Visa Card is issued by a Third Party Bank may be offered Additional Benefits, the description of which, published on the Application and/or the Site, is determined by the Third Party Bank alone and under its sole responsibility.

5.2.2    These Additional Benefits are identified, where applicable, by the word ‘Exclusive’.

6.         PROTECTION OF PERSONAL DATA

Visa processes the User's Personal Data in the manner set out in the Visa Global Privacy Notice available at the following address: Visa Global Privacy Notice | Visa.

The Application and Site allow the User to access, communicate with or use third party features, products or applications other than the Benefits offered by Visa (the ‘ Third Party Features ’), which are subject to their own terms of use, licenses and privacy policies. Visa is not responsible to Users for Users' use of Third Party Features.

When using certain features within the Application or the Site that use Google Maps/Google Earth, including ‘Locate an ATM’ and ‘Nearby Hospitals’, the User agrees to the Google Terms of Use available here and the Google Maps/Google Earth feature, available here.

7.         GUARANTEES AND LIABILITY

7.1       Users' undertakings

7.1.1    The User declares that he/she is aware that in order to access the Site and/or the Application, he/she must have Internet access, subscribed to with the access provider of his/her choice, the cost of which is at his/her expense. The User acknowledges that he/she alone is responsible for the equipment and access providers he/she uses to access the Internet and the Site and/or the Application, which remain his/her sole responsibility, as do any communication costs incurred by such use.

The User undertakes to take all necessary measures to ensure the security of his/her equipment and his/her own data, software or other, in particular against contamination by any virus and/or attempted intrusion of which he/she may be a victim.

7.1.2    Users are advised that they are not allowed to use the Application or the Site if they are prohibited by applicable law from receiving products, services or software from Visa.

7.1.3    The User warrants that the personal information provided by the User is accurate, current and complete in relation to the User's identity, contact details and any other information required to access the Site and/or the Application.

7.1.4    The User undertakes to create only one Account, to keep his/her Account strictly personal and to guarantee the confidentiality of his/her login details (e-mail address and password). The User undertakes to inform Visa immediately of any breach of confidentiality or security of his/her identification details.

The User is responsible for all actions taken from their Account, unless such actions are the result of actions beyond their control, such as hacking. User agrees to contact Visa immediately upon becoming aware of any unauthorised use of User's Account or any other actual or potential breach of security relating to User's Account.

Each User acknowledges and agrees that Visa may refuse to create his or her Account, suspend access to his or her Account, or delete his or her Account, at any time, without compensation, in the event of serious or repeated breach(es) by the User of these General Terms and Conditions of Use and in particular in the event that the User does not comply with the conditions of access and creation of his/her Account set out in Clause 4 (Conditions of access, registration and use of the Site and the Application), without prior notification in the event of a legitimate reason (e.g. fraud) and failing that, after you have been informed of the reasons for the refusal (fraud) and failing that, after notifying you by e-mail sent to your e-mail address entered in your personal details.

7.1.5    Each User undertakes to provide any additional information requested by Visa in order to verify the quality and accuracy of the information provided when creating his/her Account. If the User fails to provide such additional information, the User accepts and acknowledges that Visa shall have the right to refuse the creation of the User's Account, suspend access to the User's Account or delete the User's Account, without prior notice in the event of a legitimate reason (e.g. fraud) and failing that after notifying the User by email sent to the email address provided in the User's personal details.

7.2       Visa warranties and limitation of liability

7.2.1    Visa warranties

7.2.1.1  Visa undertakes to use its best endeavours to provide an optimum quality of service and to allow access to the Site and/or the Application 24 hours a day, 7 days a week, except in cases of force majeure or events beyond its control, subject to the maintenance, updating and upkeep of the computer system (hardware and software) necessary for the operation or security of the Site and/or the Application.

7.2.1.2  Use of the Site and the Application is the sole responsibility of the User. The Site and the Application are delivered ‘as is’ and without any guarantee as to the availability and quality of the Site and the Application.

7.2.1.3  Visa reserves the right, at its discretion and unilaterally, at any time and without notice, to change the configuration and content of the Site and the Application and to limit, suspend or prohibit access to the Site and/or the Application, temporarily or permanently.

7.2.1.4  Visa undertakes to ensure that the Site and the Application are equipped with the technology currently required for access and use and the presence of any viruses or other harmful elements, introduced by any means and/or by a third party, which may cause alterations to Users' computer systems, cannot be ruled out.

7.2.1.5  Visa makes no warranty, express or implied, as to the access and operation of the Site and the Application, in particular with regard to any technical problems that may arise.

7.2.1.6  Visa cannot be held responsible for any interruption of all or part of the Site and/or the Application, whatever the cause, duration or frequency. In particular, Visa accepts no responsibility for:

- interruptions, breakdowns, modifications and malfunctions of all or part of the Site and/or the Application, whatever the communication medium used and whatever the cause, duration or frequency;

- temporary inability to access the Site and/or the Application due to technical problems, whatever the cause, duration or frequency;

- direct or indirect damage caused to Users, whatever its nature, resulting from access, management, use, operation, malfunction and/or interruption of the Site and/or the Application;

- abnormal use or illicit exploitation of the Site and/or the Application by any User; and

- computer attack or hacking and the temporary or permanent deprivation, deletion or prohibition of access to the Internet by the User for any reason whatsoever.

7.2.1.7  Visa shall not be liable for any fraudulent use of the User's Account due to its failure to maintain the confidentiality of the User's login details.

7.2.1.8  All Visa Card Benefits or Additional Benefits are provided by partners and are therefore subject to terms of use and privacy policies specific to each partner who are solely responsible for them. To find out which conditions of use and/or confidentiality policy apply, the User should contact or visit the partner's website. Furthermore, if the User uses the Benefits of the Visa Gold Card or Visa Platinum Card or the Invitations, Events or Privileges of the Visa Infinite Card, the contract will be concluded directly between the User and the partner. 

7.2.1.9  Visa excludes all liability for Visa Card Benefits or Additional Benefits provided by a partner. Any claims must be made directly to the relevant partner.

7.2.2    Visa's liability

7.2.2.1  To the fullest extent permitted by law, Visa accepts no liability for damages of any kind, including but not limited to, damages resulting from the description of Visa Card Benefits or the use of the Site and/or the Application.

7.2.2.2 Furthermore, Visa hosts the description of the Additional Benefits and as such is not responsible for their content which is the sole responsibility of the Third Party Banks.

7.2.2.3 In any event, for both Visa Card Benefits and Additional Benefits, the offers or guarantees presented are proposed by the partners. Any transactions made by the User in this regard are exclusively between the User and the partner (and not Visa). Visa is not responsible, in whole or in part, for any losses, expenses or costs incurred as a result of the actions of partners or third parties used by the partner, their offers or their products or services. This article is without prejudice to the consumer's rights under the law.

7.2.2.4  In the event that Visa's liability is established, this liability is limited to the lower of the total amount of five hundred (500) € or the ceiling at the time of the damage or the claim under Visa's insurance policy.

7.2.2.5 In this case, Visa can only be held liable for direct damage suffered by Users resulting from a breach of its obligations as defined by the General Terms and Conditions of Use. Users therefore waive their right to claim compensation from Visa, on any grounds whatsoever, for indirect damages such as loss of profit or loss of opportunity.

7.2.2.6 Visa can not be held liable in the event that non-performance of its obligations is attributable to the act of a third party, including one of its partners, even if foreseeable, to the fault of a User, or to the occurrence of an event of force majeure as defined by the French courts and article 1218 of the French Civil Code, or to any other event which was not reasonably under the exclusive control of Visa.

8.         INTELLECTUAL PROPERTY

8. 1       The software used, the structure or content of the Site and the Application, including but not limited to logos, trademarks, images, videos, photographs, text, graphics, software, or any other element in any format and of any nature whatsoever appearing on the Site and the Application (the ‘Content’) are protected by copyright, trademark law, patent law, or any other intellectual property right and are the exclusive property of Visa, its partners, or banks (the ‘Rightsholder’).

8.2       Any use of the Content which is not expressly authorised in writing by the Rightsholder constitutes an infringement of its intellectual property rights which may constitute counterfeiting and may also result in a violation of image rights, personal rights or any other applicable laws and regulations. The User may be held criminally and/or civilly liable.

8.3       It is therefore forbidden to copy, modify, reproduce, distribute, publish, integrate on any medium whatsoever, adapt, transfer, license, give as security, transmit in any other way in any form whatsoever, partially or totally, the Content or to carry out reverse engineering or use any other method to attempt to access the source codes and/or protocols of the Site and/or the Application, without the express prior authorisation of the Right Holder.

9.         HYPERTEXT LINKS

9.1       The Site and/or the Application may contain hypertext links to other third party sites independent of the Site or the Application. Visa is not responsible for the accuracy, integrity or reliability of the content of such third party sites or for any products or services offered or sold through such third party sites. Furthermore, the existence of a link on the Site and/or the Application to a third party site does not imply endorsement of that site or its content by Visa.

9.2       The User is solely responsible for connecting to and using such third party sites.

10.       APPLICABLE LAW AND JURISDICTION

The General Terms and Conditions of Use are governed by French law, unless more protective regulations apply in the User's place of residence. 

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