Fraud guarantee policy

Specific situations where losses may occur

For example, after a customer's remittance funds have been transferred to the Company, a person without authority may issue instructions against the customer's will, resulting in an unauthorised remittance request and a loss to the customer.

Existence of loss compensation

In principle, the Company compensates for losses that arise where a person without authority acts against the will of a JME Overseas Remittance Service user. However, taking into account the details reported to the Company, the investigation carried out by the Company, and other circumstances, the Company will not compensate all or part of any loss that it reasonably determines falls under any of the following:

• Losses caused by the user's intentional act or gross negligence.
• Losses caused by the acts of the user's cohabiting family members, relatives, and the like.
• Losses where the user has given the Company a false explanation regarding the loss.
• Losses arising by taking advantage of a breakdown of social order, such as war or riot.

Details and requirements of compensation

Depending on the nature of the loss suffered by the JME Overseas Remittance Service user, the Company will compensate the loss either by remitting the money to the recipient designated by the customer or by refunding the customer. However, where the user is at fault, the compensation amount will be determined by considering the conduct and circumstances of the user who suffered the loss. In determining that amount, reference will be made to the Depositor Protection Act and the Japanese Bankers Association agreement on responding to fraudulent withdrawals of deposits via stolen passbooks and the like (“Regarding the response to fraudulent refunds of deposits, etc.” dated 19 February 2008).

Furthermore, where the user receives compensation for the loss from a partner or any third party other than the Company, the Company will compensate the remaining amount after deducting the amount so received. A user who requests compensation from the Company must follow the procedures set out below under “Compensation procedures” and cooperate with the Company's investigation. If the user neglects those procedures, the Company may not be liable for all or part of the loss incurred by the user.

Compensation procedures

A JME Overseas Remittance Service user must notify the Company of the fact that a loss has occurred within 30 days from the date on which the loss occurred, and must report the damage to the police. After notifying the Company, the user shall promptly report the following to the Company, attaching the necessary documents:

• The amount of the loss.
• The date the loss occurred.
• The circumstances in which the loss occurred.
• Any other matters requested by the Company.

Compensation consultation desk and contact

Standards for disclosure of fraudulent transactions

Where a fraudulent transaction occurs, the Company will promptly disclose the necessary information where, based on the nature of the transaction, it judges this necessary to prevent the spread of damage (secondary harm), where it judges this beneficial to avoid similar incidents, or where the amount or number of cases is recognised to have a significant social impact.