These General Terms and Conditions regulate the provision of the CHAT ASSISTANT service (AI Chat) MAR, hereinafter referred to as The Service. This service is provided through Banco de Crédito Social Cooperativo, S.A., hereinafter referred to as the Financial Institution, as the parent company of Grupo Cooperativo CAJAMAR, to provide service to all the financial institutions within Grupo Cooperativo Cajamar, hereinafter also referred to as GCC financial institutions.
BCC is a Credit Institution supervised and authorised by the Bank of Spain and entered in the Special Register of Credit Institutions of said Bank, with number 0240 (hereinafter, “BCC”), with registered offices at Parque Científico-Tecnológico de Almería (PITA), Ciudad Financiera, 1, 04131 Almería. This information is available on the website: www.grupocooperativocajamar.es.
Grupo Cooperativo CAJAMAR is also one of the ten significant financial institutions in the Spanish financial system and, therefore, operates under the supervision of the Single Supervisory Mechanism (SSM). It is a consolidated group of authorised credit institutions, classified as an institutional protection system (IPS) by the Bank of Spain. It currently encompasses 19 financial institutions: Banco de Crédito Cooperativo (parent company), Cajamar Caja Rural, Caixa Rural Torrent, Caixa Rural de Vila-real, Caixaltea, Caixa Rural Burriana, Caixa Rural Nules, Caixacallosa, Caixapetrer, Caixaalqueries, Caixa Rural San Vicent Ferrer de Vall d'Uixó, Caja Rural de Cheste, Caixa Rural d'Alginet, Caja Rural de Villar, Caixaturís, Caixa Rural Vilavella, Caixa Rural de Almenara, Caixa Rural Vilafamés and Caixa Rural Xilxes.
The following Terms and Conditions regulate the access and use of the chat assistant (“MAR”), made available by the Financial Institution through the mobile app / online banking website, to address customer queries related to products and services distributed by GCC financial institutions, as well a the operation of the banking and web application.
Use of the Assistant implies reading and accepting these Terms, and also consenting to the processing of any personal data provided when using the service. If you do not agree with these Terms, please do not use the service.
These Terms do not replace the general or specific conditions of products and services, nor the Financial Institution's Privacy Policy or data protection, which will continue to apply in full.
MAR provides general information about: (a) features and the conditions governing any products and services provided by the Financial Institution; (b) frequently asked questions; (c) use and settings of the app and digital channels; (d) operational advice and guidance (such as how to block a card, how to update details). This information can also be obtained from the Financial Institution’s publications and instruction manuals, available to customers on the website.
In the case of complex queries or those requiring human intervention or supervision, MAR will refer the conversation to the Financial Institution's customer service channels, or create a case to be handled by a customer advisor.
Exclusions: MAR does not provide financial, tax or legal advice, nor does it make personalised investment recommendations, provide intermediary services, advise on financing or credit, or issue personalised binding offers. Any financial decision must be based on the pre-contractual or contractual documentation provided and, where appropriate, on the corresponding professional advice.
MAR does not carry out financial operations outside the flows determined by the Financial Institution.
BCC and the other financial institutions that make up Grupo Cooperativo CAJAMAR cannot be held responsible for indirect damage or harm, or loss of profits or data resulting from the use of the Assistant.
They can also not be held responsible for telecommunications failures that do not depend on BCC or any other GCC Financial Institution, just as they cannot be held responsible for the content of messages or requests sent by users.
The Assistant can be used by individuals aged 18 and over.
The User agrees not to provide passwords, PINs, signature codes, or complete credentials during the conversation with (Chat AI) MAR. The Assistant will never request this information.
The User undertakes not to use the Assistant for illegal activities, defamation, infringement of third-party rights, sending spam or malware, or for collecting data from other users.
The Financial Institution may suspend or block access in the event of misuse or security risks.
The Assistant uses natural language processing and machine learning technologies to interpret queries and generate responses.
Although quality controls are applied, the responses may contain inaccuracies or may not reflect the particular situation of the User. The content is for informational purposes and should be verified in the official documentation or with a human agent.
AI may not understand some questions or might provide answers that are not entirely accurate, complete or tailored to the specific case.
The Financial Institution may register, monitor and analyse interactions for the purposes of security, quality, auditing and service improvement, in accordance with applicable regulations and the sPrivacy Policy.
You can give your opinion or suggestions at the end of each response to help us improve the service.
This artificial intelligence (AI) chat assistant has not been designed nor should it be used for making decisions that have legal effects on users or significantly affect them in a similar manner. The generated responses are purely informative or supportive in nature, and should not be considered professional, technical or legal advice, nor should they ever replace human judgement. The use of this Service in contexts where a guarantee of truthfulness, accuracy or professional responsibility is required is expressly discouraged.
The Financial Institution strives to keep the content updated; however, it does not guarantee uninterrupted availability or absolute accuracy of the information, and does not assume responsibility for inaccurate information provided by AI.
In the event of discrepancy, the contracts and specific conditions signed s well as the documents published or offered personally by the Financial Institution, shall prevail.
Use of the Assistant is free of charge for the User, but this does not include the connection costs applicable by telecommunications provider, which are completely unrelated to the Financial Institution.
The Financial Institution does not guarantee the continuous availability of the Assistant, which may be affected by maintenance, technical issues, or force majeure.
The Financial Institution may modify, update or interrupt the Assistant, its features or these Terms, informing the User through the usual channels, when the change is substantial.
The Financial Institution promotes the accessibility of the Assistant and will progressively incorporate reasonable adaptations to the services it provides.
The language used in the service will be Spanish, although this may change in the future to incorporate the other joint official languages of Spain, if such provision is requested. However, MAR can hold and respond to conversations in English.
The Financial Institution may suspend or terminate access to the Service in the event of non-compliance with its Terms and Conditions, security risks, legal requirements, or automatic cessation of the service due to misuse. The Financial Institution reserves the right to suspend, modify, restrict or interrupt, either temporarily or permanently, access, use, hosting and/or downloading of content and/or use of the Service, with or without prior notice, to users who contravene any of the provisions detailed in these Terms and Conditions, and the User will be unable to claim any compensation for this reason.
The user may stop using the Assistant at any time.
MAR, its software, models, interfaces, trademarks and content (including generated responses) are the property of the Financial Institution or are used under license.
Reproduction, distribution, modification, reverse engineering or use for purposes other than those intended is prohibited, unless expressly authorised by the Financial Institution.
Access to the Service will not grant you any intellectual/industrial property rights, but solely and exclusively the right to use it.
In the event that any of these rights is breached, the Financial Institution may take the corresponding legal course of action.
The personal data provided when using the Service will be processed for the purpose of managing access to the Service, its execution and the operation of all its features.
You may exercise your rights of access, rectification, erasure and other rights, as well as the right to withdraw consent, provided for in the data protection regulations by writing to Grupo Cooperative Cajamar - Protección de Datos - Apartado de Correos 250 - 04080, or by e-mailing protecciondedatos@grupocooperativocajamar.com. You may also contact the Group's Data Protection Officer for any queries or complaints by e-mailing dpd@grupocooperativocajamar.com.
The user gives their express consent for the processing of any personal data they provide when using the service. The Financial Institution has implemented security measures and technical resources within its means to ensure maximum confidentiality of the information and personal data provided when using the Service.
This contract is governed by Spanish legislation. The general jurisdiction by which the parties are bound shall be any of those set out according to the provisions of art. 50 and subsequent of the Civil Proceedings Act 1/2000 to determine the territorial competency of private individuals and legal entities, and territorial competency in special cases. In the event of a dispute or claim pertaining to the product or service to which this information refers, the User should contact any of the Financial Institution’s branch staff to process their complaint or claim.
For complaints or claims that are based on contracts, operations or services of a financial nature which have been processed in a way that the User deems contrary to the regulations or good banking customs and practices, the Financial Institution, pursuant to Order ECO/734/2004, has a specialist independent Customer Service Department. The presentation of complaints or claims may be made (i) by letter or the complaints or claims initiation form accessible on the website, which may be submitted to any branch or sent to the address “SERVICIO DE ATENCIÓN AL CLIENTE-Grupo Cooperativo Cajamar-Plaza Puerta de Purchena, nº 10 - 04001 Almería”, or (ii) by email: servicioatencioncliente@grupocooperativocajamar.es (in accordance with the requirements established in Law 6/2020, of 11 November). This Financial Institution has a free helpline for incidents and complaints: Tel.: 900 15 10 10. If the User is dissatisfied with the resolution offered by the Financial Institution’s Customer Service Department, they may raise their claim, in the terms set out by law, by writing to the Bank of Spain’s Department of Banking Conduct. In branches located in regions of Spain where consumer legislation stipulates this requirement, Users have access to Complaints and Claims Forms.