KAYA Payment Services Terms and Conditions
Welcome to the KAYA Payment Platform!
By using our services, you agree to be bound by the following Terms and Conditions(T&Cs), which form a legally binding agreement between you and KAYA Payment Services. Please read these T&Cs carefully before using any part of the KAYA Service.
- Privacy Policy and Acceptable Use Policy — Before using the KAYA Services, we strongly recommend you review our
Privacy Policy to understand how we handle your personal data. By using the KAYA App, you agree to our
Acceptable Use Policy, which prohibits illegal activities, harmful content, and exploitation of minors. - Age and Jurisdiction — Accepting these T&Cs confirms that you are at least 18 years old. If you are under 18, you must obtain parental consent to use our services.
- User Agreement Changes — KAYA may update this agreement periodically. Changes take effect upon posting, and continued use of services constitutes acceptance. If you disagree, you may close your account before the changes apply.
I. DEFINITIONS
II. APPLICABILITY OF/CONFORMITY TO GENERAL TERMS AND CONDITIONS
By using KAYA’s products and services, you agree to these Terms and Conditions (T&Cs) and applicable regulations from the BSP, AMLC, and other authorities. KAYA may modify, enhance, or terminate services at any time without prior notice, and any changes or new features will be governed by the T&Cs. Use of KAYA signifies your consent to their terms and applicable regulations.
III. REGISTRATION AND USE OF KAYA
A. REGISTRATION
To open a KAYA account, you must provide accurate personal information, including your name, address, contact details, ID, and cooperative membership, as part of KYC requirements. Your account is linked to your mobile number, and additional details may be requested for verification. It is your responsibility to keep your information accurate and updated; failure to do so may result in account suspension or closure. Personal data is handled per our Privacy Policy. Additional information may be required to access certain KAYA services
B. CHANGE OF PERSONAL INFORMATION
You should promptly inform your co-op of any changes to your personal information. Your co-op may request documentation (e.g., PSA certification, marriage certificate, or court order) to verify these changes. The update is considered valid and final once authentication and verification are completed.
C. USE OF KAYA SERVICES
Once your KAYA Account is created, you can gain access to various online services provided by the KAYA Payment Platform through digital channels, including the Over-The-Counter (OTC), mobile app, POS, and ATMs. Any instructions given through these channels are considered authorized transactions, with verification through PIN or OTP. You can obtain the KAYA Debit Card, and KAYA will store all information related to your KAYA Card, including but not limited to transaction details.
D. KAYA ACCOUNT
The KAYA Account is a savings account that enables users to do online transactions, currently not accruing interest (subject to change), it is affiliated with your KAYA partner cooperative, of which you are a valued member, but is not insured with the Philippine Deposit Insurance Corporation (PDIC). However, it is governed by the rules and regulations of the Cooperative Development Authority (CDA), Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Act (AMLA), the National Privacy Commission (DPC), and other applicable laws.
DORMANCY AND CLOSURE OF ACCOUNT. A KAYA Account is classified as dormant after 90 days of inactivity. To reactivate, contact your co-operative for assistance. Deposits inactive for over 10 years may be subject to escheatment, following the law. There are no dormancy fees, but KAYA may change this policy with 30 days’ notice. Accounts with zero or negative balances due to charges will be automatically closed after 90 days of inactivity.
SUSPENSION, REINSTATEMENT AND TERMINATION OF ACCOUNT
KAYA may terminate your account without prior notice for failure to comply with the Terms and Conditions, identification of suspicious or fraudulent activity, or in the event of the Account Holder’s death or insolvency. KAYA can suspend, block, or cancel services without notice for reasons such as failure to provide required documents, misrepresentation, or involvement in fraud. A suspended KAYA account may be reinstated at KAYA’s discretion.
KAYA CARD. If you choose a KAYA Card, purchase it from your cooperative and keep it secure by signing it upon receipt, storing it safely, and never sharing it or your PIN. Memorize your PIN, destroy the mailer, and update it every 90 days or if compromised, use a strong, non-personal PIN. The card is for in-store payments only, non-transferable, and must be used exclusively by the Account Holder, who is responsible for all transactions. Merchants will accept it only if signed and presented by the cardholder in good standing. KAYA is not liable for errors due to incorrect details. OTPs will be sent via SMS or email for online transactions, and the Account Holder must safeguard them. KAYA will never ask for your PIN, and misuse is strictly prohibited. If lost or stolen, report it immediately to your co-op for suspension or cancellation, remaining liable for transactions before reporting. A replacement card can be requested at your expense.
DEPOSIT and WITHDRAWAL. You can deposit funds into your KAYA Account through partner cooperatives or accredited KAYA agents. KAYA sets transaction limits based on operational needs and legal requirements. Withdrawals can be made via Bancnet ATMs, POS, or in person at partner cooperatives or agents, subject to limits and fees, which are deducted from the account balance.
FUND TRANSFER. Account Holders can transfer funds between KAYA Accounts via the KAYA App or a partner cooperative. Once a transfer is completed, it is generally final; however, if the recipient still has sufficient balance, the transaction may be reversed upon request.
STATEMENT OF TRANSACTION. KAYA is not required to provide periodic Statements of Accounts, but you can view your transaction history through the KAYA App or request it via your co-op. If no complaint is received within 45 days from the transaction date, all transactions will be considered accurate, and any claims against KAYA will be waived.
ATM/POS USAGE. The card is eligible for use at any local Automatic Teller Machine (ATM) or Point of Sale (POS) machine, provided that: (a) the ATM or POS accepts BancNet transactions or on-us KAYA transactions; and (b) the Account Holder complies with the additional requirements of Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations and other procedures. Please note that all cash withdrawal transactions conducted at ATMs and POS terminals are subject to corresponding fees imposed by the acquirer bank or KAYA co-operative.
BILLS PAYMENT, MOBILE AND E-WALLET RELOAD. Customers can pay bills and top up airtime or e-wallets through the KAYA App, KAYA Agents, or the KAYA Partner Co-operative. At a KAYA Partner Co-operative, payments can be made in cash or via KAYA account debit by presenting a billing statement or account number. The KAYA App also allows bill payments, subject to feature and merchant availability, with sufficient balance required. A printed receipt is unnecessary, as authorization via the KAYA App, Web Portal, or a Third-Party platform serves as proof of payment. Once confirmed, KAYA is not liable for errors, disputes, or issues with the biller, and the confirmation reference number serves as proof of payment.
DISPUTES OF UNAUTHORIZED TRANSACTIONS. Transactions are deemed authorized if the Account Holder signs a sales slip for POS transactions, enters the correct password/PIN for electronic transactions, sends an SMS from their registered number, or successfully unlocks their KAYA Account online. Logging into the KAYA App, Web Portal, or an accredited third-party channel serves as conclusive validation of activity. KAYA may refuse or cancel transactions if identity verification fails, if terms or laws are violated, or if fraud is suspected. Disputed transactions may be refunded after investigation, subject to a processing fee, with refunds credited to the same KAYA Account in PHP. KAYA may request additional information and disclose account data for legal or investigative purposes, and the Sender agrees to hold KAYA harmless.
SMS – SHORT MESSAGE SERVICES & APP NOTIFICATIONS. We may send SMS notifications for transactions, including the amount, service fee, and date. Details are considered correct unless disputed within two business days; otherwise, they are deemed accurate. KAYA is not liable for actions based on unofficial SMS alerts.
FEES, LIMITS, AND OTHER CHARGES. By using the Service, you agree to pay all non-refundable fees, charges, and taxes. Fees are deducted from your KAYA Account or paid upfront. KAYA may adjust fees with prior notice via email and social media. Carrier fees may apply and will be deducted or charged accordingly. Transaction limits may be imposed with 15 days’ notice, based on the service.
The Table of Charges (Appendix A) shall govern fees and other charges, subject to changes at KAYA’s discretion and under the applicable law, rules, and regulations.
IV. MISCELLANEOUS PROVISIONS
A. YOUR OBLIGATIONS
By utilizing KAYA Services, you agree to settle all fees, allow deductions for outstanding amounts, and avoid disrupting transactions. You must provide accurate, updated information and submit required documents as needed.
USER REPRESENTATION AND WARRANTIES
By using the Services:
1. You confirm no formal business relationship (e.g., agency, partnership) exists between you and KAYA.
2. You must be at least 18 years old and legally competent to abide by these Terms.
3. You acknowledge that KAYA is not responsible for the accuracy, safety, or intellectual property of any content.
4. You agree to indemnify KAYA against any liabilities from your use.
5. You may stop using the Services anytime, but legal obligations and KAYA’s rights over past content remain.
ACCEPTABLE USE POLICY
You agree not to use defamatory, obscene, or profane language, violate intellectual property rights, or modify the Services without KAYA’s written consent. You may not use automated tools to access, copy, or monitor any part of the Services, interfere with security features, or disrupt the Services through spam or other harmful actions. You also agree not to use the Services for illegal activities or rights infringement without explicit permission. You agree to take full responsibility for any User Content you create or display, ensure the security of your KAYA
Account, and maintain the confidentiality of your PIN. You consent to the use of your personal information for account management and legal purposes. You are liable for any losses resulting from unauthorized use of your account until reported, and you agree to notify KAYA immediately of any breaches or unauthorized activity.
FRAUDULENT OR SUSPICIOUS TRANSACTIONS. KAYA may suspend or deactivate any account without prior notice if fraud, unauthorized use, or suspicious transactions are suspected. The Account Holder,, and cooperatives agree to hold KAYA free from any claims related to fraud, negligence, or scams. KAYA may also debit amounts linked to unlawful activities from individual or cooperative settlement accounts, subject to investigation.
DATA PRIVACY NOTICE. Please refer to www.natcco.coop for details of the NATCCO Data Privacy Notice.
B. NOTICES
All notice requirements shall be as stated in this T&C. If KAYA is required to send notice to you, it shall do so through SMS, e-mail, or registered mail which shall be sent to your registered address or through your co-op.
C. LIMITS ON LIABILITY
The Service is provided “AS IS” and “AS AVAILABLE” without warranties, except those required by law. KAYA does not guarantee the accuracy, quality, or content of data; the reliability of services or products obtained through it; uninterrupted or error-free service; or specific results or information.
KAYA shall not be liable for any loss, costs, compensation, damage, or liability to the Account Holder or third party
arising directly or indirectly as a result of any or all of the following:
1. Transaction Denial – Refusal by KAYA, banks, ATMs, or merchants to honor transactions, even with sufficient balance.
2. Product of Service Issues – Any defective product or quality of Service purchased through the platform
3. Transaction Failures – Inability to complete payments due to system, network, or service issues.
4. Service Interruptions – Delays or failures from technical faults, errors, or uncontrollable events (e.g., natural disasters, legal changes).
5. Unauthorized Use & Theft – Losses from theft or unauthorized account/card use.
6. Third-Party Fraud – Misconduct, fraud, or misrepresentation by third parties.
7. Unauthorized Access – Inconvenience or damages from unauthorized Service use or access issues.
8. Data Breach Risks – Losses from breaches when users share personal information.
9. User Negligence – Losses from fraudulent account access due to unauthorized disclosure of credentials via phishing, social engineering, or other security violations.
D. LIMITATION OF LIABILITY
In the event of any action that the Account Holder may file against KAYA, the Account Holder agrees that KAYA’s liability shall not exceed ONE THOUSAND PESOS (PHP1,000.00) or the amount of the damages suffered by the Account Holder, whichever is lower.
E. GOVERNING LAW
These T&Cs herein shall be construed and governed by the applicable laws of the Republic of the Philippines and by the Co-ops by-laws, regulations, and practices which shall be brought to your attention by publications, display, posters, or by e-mail and you submit to the non-exclusive jurisdiction of Philippine courts.
F. VENUE OF LITIGATION
The venue of all suits shall exclusively be in Quezon City only, excluding all other courts.
G. NON-WAIVER OF RIGHTS BY KAYA
KAYA’s failure, omission, or delay to exercise its right or remedies under these T&Cs shall not operate as a waiver. Any such waiver shall be valid only when reduced in writing and delivered to the Account Holder.
H. SEPARABILITY CLAUSE
Should any term or condition in this Agreement be rendered void, illegal, or unenforceable in any respect under any law, the validity, legality, and enforceability of the remaining terms and conditions shall not be affected or impaired thereby.
V. AMENDMENTS
KAYA may amend, revise, or modify these Terms and Conditions at any time without notice. The Account Holder is responsible for checking changes on www.natcco.coop or with their KAYA Co-op. Continued use of the service after changes constitutes acceptance of the new terms. Failure to notify KAYA of account termination is considered acceptance of the amendments.
VI. AGREEMENT
By using the KAYA service, the Account Holder agrees to the T&Cs, Terms of Service, and Privacy Policy. If they disagree, they must cut the KAYA Card (if applicable) or delete the KAYA App (if applicable) and notify their KAYA Co-op to cancel. Otherwise, they remain liable for all charges.
VII. COMPLAINTS HANDLING PROCEDURE
Our customer’s financial questions, needs, and feedback are essential. For financial questions, needs, or feedback, contact KAYA Customer Service at (02) 89137011 to 16, +639175274352, +639088124722, or email kayasupport@natcco.coop. For complaints or suggestions, reach your partner KAYA Cooperative. We ensure confidentiality and prompt resolution. If unresolved, contact BSP’s Financial Consumer Protection Department at (632) 8708.7087, (632) 8708.7088, or email consumeraffairs@bsp.gov.ph.