The Company utilizes user data solely within the scope of the objectives of providing electronic money services. It must not disclose user information to any third party during or after the use of the service, except as required by law. The Company has established a personal data protection policy in accordance with applicable laws, which also extends to merchants, service points that accept electronic money, and the Company’s agents involved in the payment of goods and services.
Establish a policy for the protection of users’ personal data, including the classification of data access levels and the identification of authorized individuals permitted to access such information. The Company shall also implement a reliable and accurate data storage system to prevent unauthorized personnel from accessing or altering the retained information.
Maintain the confidentiality of users’ personal data by refraining from disclosing such information throughout the period of service usage and after the termination of the service, except where disclosure is necessary for legal compliance.
In the event of any significant changes to the terms and conditions of service, or changes that may negatively affect the user, the Company will clearly inform users of the revised terms, similar to the procedure followed when there is a change in service fees. If the user does not accept the revised terms and conditions and wishes to terminate the service, the user shall have the right to cancel the service and receive a full refund.
The Company has established clear and fair conditions and fee rates for refund requests. The Company may consider refunds in the form of cash, check, bank transfer to the user’s account, or other appropriate methods. If the refund request meets the criteria and conditions, the Company will process the refund within 15 days from the date the user submits the refund request, in accordance with applicable laws. The refund method, location, and timing will be determined to provide the most convenient service to the user.
Users’ personal data shall be kept confidential, whether in physical documents or electronic form. The Company will retain personal data only for the necessary duration and extent, except where laws prescribe or permit a longer retention period. The guidelines are as follows
Personal data shall be retained in accordance with appropriate security standards.
The Company establishes guidelines for the destruction or management of confidential information, whether in document form or electronic media, upon reaching the retention period specified by the Company.
The Company provides channels and methods for receiving complaints from users through the Customer Service Center (Boonterm Call Center: 1220) and displays the contact phone number on the Company’s products offered to users. The Customer Service Department (Call Center) is responsible for receiving complaints through various channels, verifying and analyzing the complaints, and forwarding them to the relevant departments or units for further action. In cases where information is incomplete or unclear, the Customer Service Department (Call Center) will contact the complainant to request additional information and act as a liaison between the complainant and the relevant departments and units to clarify the outcome of the complaint handling. If a complaint falls outside the authority of the Customer Service Department (Call Center), it will be escalated to supervisors accordingly. In the event that users do not receive service from the Customer Service Department or have complaints against customer service staff, users can directly contact the Compliance & Risk Management Department at telephone number 0-2278-1777.
Boonterm Service Center (Call Center), telephone number 1220, available every day, 24 hours a day.
Report issues via the Boonterm kiosk, allowing users to submit service problem reports and provide their phone number so that Boonterm Service Center staff can contact them to coordinate and address the users’ service issues.
Report issues through the Facebook Page “Boonterm Online Top-up Kiosk,” where staff are available to provide information about the Company’s services.
Submit service information or complaints regarding the Company’s services via Email: callcenter@forthsmart.co.th, where staff will provide service information, respond to inquiries, and resolve issues for users until completion.
Fill out the contact/complaint form via the link http://www.boonterm.com/web/contactus.php.
