Effective Date: May 11, 2017
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request.
Children are not eligible to use our services and we ask that minors (under the age of 18) do not submit any personal information to us or use our services. We do not knowingly solicit data from, or market to, persons under the age of 18. If a parent or guardian becomes aware that his or her child has provided us with information without his or her consent, he or she should contact us at [email protected]. We will delete such information from our files.
We will not sell or rent your personal information to third parties for their marketing purposes without your explicit consent.
However, in order for us to offer our services to our users; enhance the quality of our service from time to time; and protect the interests of our users, we will in limited circumstances share some of your personal information with third parties under strict restrictions, as described in more detail in this Policy.
Categories of Information
nTrust may gather and use information about you, including (but not limited to) information in the following categories:
To open an nTrust account or use the nTrust Services, you must provide your email address, name, date of birth and address and phone number.
Using certain profile information, we utilize third parties to extract additional information to help verify the authenticity, and any background checks required on your account.
In order to make payments or make withdrawals from your nTrust account, you must provide additional personal information (which may include a copy of government-issued photo identification, and supporting address documentation) necessary to validate your identity for legally-required “Know Your Client” purposes, and to comply with our legal obligations such as anti-money laundering and anti-terrorist financing laws and regulations.
We will also require other commercial and/or identification information if you send or receive certain high-value transactions or high overall payment volumes through the nTrust Services in order for us to comply with our anti-money laundering or other legal obligations.
When you use nTrust Services, we ask you to provide information related to that transaction, including such information as the amount of the transaction, the type of transaction and payment information. Also, when you send money to another nTrust user, you may be asked to provide personal details to that customer to complete the transaction and those details may also be passed on to us from that customer. We retain this information for each of your transactions through the nTrust Services and may add this information to your account profile to be used for future transactions that you may make with us. We also collect the Internet address (IP address) and other identifying information about the computer or device you use to create or access your nTrust account or use the nTrust Services, in order to help detect possible instances of unauthorised or fraudulent transactions.
Information About You From Third Parties
In order to protect our customers against potential fraud, we verify the information you provide with identity verification services, payment processors and/or credit reference and fraud agencies. In the course of such verification, we may receive personally identifiable information about you from such services. In particular, if you register or use a credit card or debit card with nTrust, we will use card authorization and fraud screening services to verify that your card information and address match the information you supplied to nTrust, and that the card has not been reported as lost or stolen.
If you send or receive high overall payment volumes through the nTrust Services, in some circumstances we are required to conduct a background check on you by obtaining information about you from a credit reference or fraud agency. If you owe us money, we may conduct a credit check on you by obtaining additional information about you from a credit reference or fraud agency, to the extent permitted by law. nTrust, at its sole discretion, reserves the right to periodically retrieve and review a consumer credit report supplied by such credit reference or fraud agency for any account, and reserves the right to close an account based on information obtained during this credit review process.
If we cannot verify the information that you provide, we may ask you to send us additional information (such as your driving license, credit card statement and/or a recent utility bill, or other information linking you to the applicable address), or to answer additional questions online to help verify your information. You cannot request an nTrust prepaid card to an address that is different than your verified billing address. If you want to change your details or you have recently moved before or after you request an nTrust prepaid card, we will need additional documentation from you.
Website Traffic Information
Because of the way Internet communication standards work, when you arrive at or leave the nTrust website, we automatically receive the web address of the site that you came from or are going to. We also collect information on which pages of our website you visit, IP addresses, the type of browser and operating system you use and the times you access our website. We use this information to try to understand our customers’ preferences better and to manage the load on our servers, so as to improve the nTrust Services.
Customer Service Correspondence
If you send us correspondence, we retain such information in the records of your account. We will also retain customer service correspondence and other correspondence from nTrust to you. We retain these records in order to keep records of our relationship to measure and improve our customer service, and to investigate potential fraud and violations of our Terms of Service. We retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
You may use our toll free telephone number to contact us for support or assistance with our services. From time to time, we may contact you by telephone for promotional, assistance or support purposes. If we correspond by telephone, we will typically request certain personal information from you, such as your date of birth, address and email address, in order for us to confirm your identity.
Non-User Recipients and Requests
When an nTrust user either sends a payment to, or requests a payment from, an individual who is not a registered member of nTrust, we will retain the information that the member submits to us for the benefit of the member who is attempting to contact the non-member, so that the member can see a complete record of his or her transactions, including uncompleted transactions. Although this information is retained, we will not market to the non-member in any way at any time using this information.
You may be interested in inviting your friends or contacts to join nTrust. In the event you wish to use nTrust’s referral service, you will be directed to a webpage and may have the option of adding one or more email addresses in an online form. The information entered in this form will only be used for the purposes of automatically generating an email message to these potential nTrust users. By entering your friend’s email address you are confirming that your friend has consented to the supply of their details and that you consent to nTrust identifying you as the person who has made the referral in the invitation sent to your friend and including your name and email address in such invitation. You may request to remove this third party information by emailing us at [email protected].
Our primary purpose in collecting information is to provide you with a safe, smooth, efficient, and customized experience.
We collect, store and process your personal information on servers located in various jurisdictions where nTrust facilities are located. nTrust collects and uses, or has third party service providers acting on nTrust’s behalf collecting and using, personal data relating to you, as permitted or necessary for the following purposes:
Disclosure to Other nTrust Customers
If you are a registered nTrust user, your name will be visible to other nTrust users who search for you.
Your credit card number, bank account and other financial information will never be revealed to or be visible to other nTrust users, including anyone who you have paid or who has paid you through the nTrust Services or third parties that use nTrust Services, except with your express permission or if we are required to do so pursuant to credit card rules, a court order or other legal process.
Disclosure to Third Parties Other Than nTrust Users
nTrust will not sell or rent any of your personal information to third parties for their marketing purposes without your explicit consent, and will only disclose this information in the limited circumstances and for the purposes described in this Policy. In certain situations, nTrust may be required to disclose personal data in response to lawful requests by public authorities, including meeting national security or law enforcement requirements.
Specifically, you consent to and direct nTrust (and third party service providers acting strictly on nTrust’s behalf) to do any and all of the following:
What Are Cookies and How Do We Use Them?
We use analytics software to allow us to better understand the functionality of our software on your phone. This software may record information such as how often you use the application, the events that occur within the application, aggregated usage, performance data, and where the application was downloaded from. We do not link the information we store within the analytics software to any personal information you submit within the mobile app.
You are free to decline our cookies if your browser permits, but doing so may interfere with your use of our website. We may also collect information about your computer or other access device to mitigate risk and for fraud prevention purposes.
nTrust uses its own cookies for a variety of purposes, including to:
nTrust is committed to handling your customer information with high standards of information security.
We use computer safeguards such as firewalls and data encryption, we enforce physical access controls to our buildings and files, and we authorize access to personal information only for those employees who require it to fulfill their job responsibilities.
nTrust will take appropriate organizational and technical measures to protect the personal data and traffic data provided to it or collected by it with due observance of the applicable obligations and exceptions under the relevant legislation. We encrypt all transmission of information using secure socket layer technology (SSL).
Your personal and traffic data can only be accessed by authorized employees of nTrust or its affiliates, subsidiaries or service providers who need to have access to this data in order to be able to fulfill their given duties.
The security of your nTrust account also relies on your protection of your nTrust password. You may not share your nTrust password with anyone. nTrust representatives will never ask you for your password, so any email or other communication requesting your password should be treated as unauthorised and suspicious and forwarded to [email protected]. If you do share your nTrust password with a third party for any reason, including because the third party has promised to provide you additional services such as account aggregation, the third party will have access to your account and your personal information, and you may be responsible for actions taken using your password. If you believe someone else has obtained access to your password, please change it immediately by logging in to your account and changing your password and also contact us right away as described below.
You can review the personal information you provided us and make any desired changes or deletions to such information, or to the settings for your nTrust account, at any time by logging in to your account on the nTrust website and changing your preferences or by contacting our support team at [email protected].
Upon request, nTrust will provide you with information about whether we hold any of your personal information. You have a right to ask for a copy of your information and to ask us to correct any inaccuracies in your personal information or delete your personal information. A fee may be charged depending on the work required to obtain and provide the requested access. Currently, prepaid card users incur a fee, levied by the bank and not nTrust, during the use of our service. We will respond to your request within a reasonable time frame.
If you choose to close your nTrust account, you will need to contact nTrust to request this closure. We will mark your account in our database as “Closed,” but will keep your account information in our database for as long as reasonably necessary to comply with our legal and regulatory requirements. This is necessary in order to deter fraud, by ensuring that persons who try to commit fraud will not be able to avoid detection simply by closing their account and opening a new account. However, if you close your account, your personally identifiable information will not be used by us for any further purposes, nor sold or shared with third parties, except as necessary to prevent fraud and assist law enforcement, or as required by law.
If you wish to subscribe to our newsletter(s) or marketing communications we will use your name and email address to send communication to you. You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, accessing the email preferences in your account settings page or you can contact us at [email protected].
You can contact us by email: [email protected].
or by mail at:
1045 Howe Street
B.C. V6Z 2A9