I. Digital Assistant Service Terms of Use (chatbot)
The public limited banking company with the corporate name “ALPHA BANK SOCIETE ANONYME”, registered in Athens (40 Stadiou Street, 10564, tel.: +30 210 326 0000), General Commercial Register (GEMI) number 159029160000 and email address CustomerService@alpha.gr (hereinafter “Alpha Bank”), through its website www.alpha.gr as well as its myAlpha Web for individuals (hereinafter “myAlpha Web”) digital network offers adult users (aged over 18 years old) who are natural persons a free, informative, query-solving digital assistant (chatbot) service (hereinafter “the Service”). Users are kindly requested to read the following Service Terms of Use (hereinafter “the Terms”) carefully, as well as the privacy notice concerning the processing of their personal data, which follows in a separate section under II, and accept them fully and unreservedly before they use this Service. In any case, use of the Service constitutes in itself full and unreserved acceptance of the Terms governing it on the part of the users. In case users disagree with the Terms or are aged under 18, they are obliged to stop using the Service and to refrain from using it in the future. The Terms are additionally governed by the Terms of Use of the Alpha Bank website (www.alpha.gr). Where there is any conflict between these Terms and the Terms of Use of the www.alpha.gr website, these terms prevail since they are more specific.
A. Description of the Service
Via the Service users receive information directly in real time about how to navigate the www.alpha.gr website and myAlpha Web, as well as answers to questions relating to their communication with Alpha Bank and to its products and services. The Service may be used in either Greek or English. As already mentioned, use of the Service presupposes unreserved and full acceptance of the Terms of Use of the www.alpha.gr website, as well as these Terms.
Alpha Bank is entitled to amend these terms at any time without notice, by posting the most recent ones on its www.alpha.gr website, as well as terminate users’ ability to use the Service in whole or in part, temporarily or permanently, at its unfettered discretion, simply by informing them about this through its website and/or myAlpha Web.
In the context of providing information via the Service, Alpha Bank may direct users to special links to obtain information about its products and services. In this case, before using the product or service, users must accept any special terms in effect from time to time.
The Service is designed in such a way that it operates individually for each user and, while being used by a specific user, it does not allow interference from or parallel use thereof by another user.
B. User obligations
The Service must be used exclusively for lawful purposes and in a manner which does not limit or prevent use of the Service by third parties. The user is obliged to comply with the rules and provisions of the Greek, European and international law, the accepted principles of morality, and these Terms, and to refrain from any unlawful and abusive conduct which could have impact on other users or third parties in general, and cause malfunctioning to the Service or harm to it, and consequently malfunctioning to Alpha Bank and its systems. In such cases, Alpha Bank is entitled to refuse exchanging information and data with the user and terminate their ability to use the Service in part or in whole, temporarily or permanently.
The user is obliged to refrain from exchanging messages whose content is unlawful, immoral and false, threatens, insults and defames the Bank or its officers, or is misleading about their identity. The content of such messages and the relevant information and data are the product of the user's own will, relate to them and are their exclusive responsibility. Via the Service Alpha Bank cannot check the accuracy and legitimacy of all the content in the messages posted and transmitted by the user, and cannot be deemed to accept or endorse in any manner the personal ideas and views expressed by any user via the Service nor can it be deemed to be responsible for acts or omissions or for any harm or damage caused to any third party.
It is also prohibited without Alpha Bank's prior written consent to amend, publish, transmit, transfer, reproduce, distribute, present or otherwise use and exploit the content of the Service in part or in whole, in any manner or way for commercial or other purposes, otherwise the user accepts that they shall be liable to compensate Alpha Bank and make restitution of any loss suffered by it.
Where Alpha Bank becomes involved in any dispute or is called upon to pay any manner of compensation to third parties on grounds due to breach of the user's obligations referred to above, the user shall be obliged to compensate Alpha Bank on these grounds.
C. Availability of the Service and limitation of liability
The purpose of the Service is exclusively to provide information about Alpha Bank’s products and services. Alpha Bank does not warrant the availability of, uninterrupted use of or access to the Service. In addition, without providing a warranty in this regard, and consequently without being liable, Alpha Bank shall make concerted efforts to ensure that the information provided via the Service reflects questions posed by users and is complete, accurate, up-to-date, correct, suitable and clear. However, under no circumstances, including negligence under the law, shall Alpha Bank be liable for errors, omissions or any shortcomings relating to such information, for delays or interruptions or inability to transmit information, or for any loss incurred by the user due to use or inability to use of that information.
Information provided via the Service does not constitute financial, legal or other advice, encouragement or exhortation to enter into any investment or other transaction and Alpha Bank is not liable for use of the Service by users who act on their own initiative. Moreover, the furnishing of information which was requested does not entail any commitment on Alpha Bank’s part to provide the relevant product or service.
The user acknowledges that Alpha Bank does not warrant and is not liable in case the information provided via the Service is through third-party applications and websites, both for the authenticity and quality of the information content and for the operation of the applications.
The user acknowledges that during its use, the Service will never ask them to disclose personal or third-party data, such as account and card details, PINs and passwords for Alpha Bank services. If a message with such content appears, the user must ignore it and immediately inform Alpha Bank by calling on +302103260000 or using any other reasonable means.
The user is exclusively responsible for having the necessary hardware, software, telecommunications equipment, as well as any other services needed to access the Service. Users are also responsible for protecting their own system from viruses and other malware and for ensuring they have selected the necessary security and privacy settings.
D. Applicable law and jurisdiction
These Terms shall be governed by the laws of Greece and exclusively the courts of Athens shall be competent to interpret and resolve all disputes arising from use of these Terms.
II. Processing of personal data
The processing and protection of the Service user's personal data is governed by these Terms (under II), Alpha Bank's Privacy Policy and the provisions of the relevant European and Greek legislation on the protection of personal data.
Alpha Bank – as data controller – collects and processes the following personal data so it may provide the Service:
i) The IP address and other technical features, such as the operating system and the software on the device via which the user accesses the Service (the retention period for that data is stated in the Cookies Policy on Alpha Bank's main website).
ii) Questions submitted by users via the Service and the relevant answers, along with the submission times (date and time); this data is retained for a period of 6 months.
The purpose for which Alpha Bank processes data as above is:
As far as data in point (i) is concerned, to ensure the security and uninterrupted operation of the Service, such as protection against Distributed Denial of Service (DDoS) attacks. In this case, the legal basis for processing is Alpha Bank's legal obligation and legitimate interest in safeguarding the application.
As far as the data in point (ii) is concerned, to enable answers to be provided to the questions the user poses via the Service and to improve and better the level of service provided as well as other Alpha Bank products and services. In this case, the legal basis for processing is Alpha Bank's legitimate interest, which clearly takes precedence over the rights of users, who assume no obligation.
Users of the Service are reminded that they should not enter their own personal data, and above all numerical data such as account or card numbers, transaction amounts, account balances, passwords, etc. on systems and applications, nor special categories of data, such as data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, membership in trade unions, or health-related data. The above data is not required for the operation of the Service, will not be further processed and will be deleted.
Where the user provides the personal data of third parties, the user will be presumed to have informed those persons beforehand and obtained their consent, if such consent is necessary.
Alpha Bank uses artificial intelligence (AI) as part of the service provided and for the operation of the relevant application, but does not engage in automated decision-making or profiling based on the data being processed.
The recipients of personal data may be Alpha Bank's competent employees in the context of their duties, companies in the Alpha Bank Group and Alpha Services and Holdings, and any other recipients referred to in the Privacy Policy for the purpose of ensuring the security and improvement of the Service and the products and services Alpha Bank offers.
To exercise rights relating to the protection of personal data, the particulars of the Controller and Data Protection Officer and other information relating to the processing and protection of data, the user may consult the Privacy Policy, which is posted on Alpha Bank's main website.