Terms & conditions

Welcome to Lime! Before you begin using our services, please take a moment to read through our terms and conditions.

1. Acceptance of terms:

By accessing or using Lime, you agree to comply with and be bound by these terms and conditions.

2. Educational loans:

Lime facilitates the application process for educational loans. Users are responsible for providing accurate information during the application process.

3. Loan approvals and terms:

Loan approvals are subject to the terms and conditions set by our partnering financial institution. Users must review and accept these terms before proceeding with any loan application.

4. Payment flexibility:

Lime offers flexible payment durations up to 12 months. Users are responsible for adhering to the agreed-upon repayment schedule.

5. Installment tracking:

Users can track their loan installments within the app. Lime provides tools for monitoring and managing repayment.

6. User eligibility:

Eligibility for loan applications is determined based on various factors, including financial standing and educational requirements.

7. Data security:

Lime prioritizes the security of user data. We employ industry-standard measures to protect personal and financial information.

8. User responsibilities:

Users are responsible for maintaining the confidentiality of their account information and ensuring the accuracy of the data provided.

9. App updates:

Lime may release updates to improve functionality and user experience. Users are encouraged to keep their apps up to date.

10. Termination of services:

Lime reserves the right to terminate services or restrict access to users who violate these terms and conditions.

11. Governing law:

These terms and conditions are governed by and construed in accordance with the laws of [Jurisdiction].

12. Contact information:

For questions or concerns regarding these terms, please contact us at info@lime.com.

By using Lime, you acknowledge that you have read, understood, and agreed to these terms and conditions. Thank you for choosing Lime!

13.Payment, Refund, and Cancellation Policy

1.    Purpose

This Payment, Refund and Cancellation Policy ("Policy") explains how payments made to Lime Consumer Finance S.A.E. ("Lime" or the "Company") are processed, the circumstances under which refunds may be issued, and the rules governing payment cancellations. This Policy is governed by the applicable laws and regulations of the Arab Republic of Egypt, including the Consumer Finance Law and any applicable regulations issued by the Financial Regulatory Authority (“FRA”). This Policy should be read together with the applicable financing contract, the Website Terms and Conditions, and any other applicable contracts with Lime.

Nothing in this Policy limits or excludes any rights that customers may have under applicable law, including any rights under the Consumer Finance Law, the Consumer Protection Law, or any regulations issued by the FRA.

2.   Nature of Services

Lime Consumer Finance S.A.E. is a licensed consumer finance company that provides financing and installment payment services. Lime does not sell physical goods or merchandise. Payments made through our website, mobile application, or other authorized payment channels are applied toward customers' financing obligations in accordance with the applicable financing contract.

3.   Refund Policy

This Policy applies to payment processing errors only. Validly applied installment payments are generally non-refundable except where required by applicable law, this Policy, or the applicable financing contract. Refunds will be processed where required by applicable law or where one of the following circumstances applies:

• Duplicate payments received by Lime as a result of multiple processing of the same payment obligation.
• Payments processed in error due to technical processing errors, system malfunctions, payment gateway errors, or unauthorized duplicate processing.
• Incorrect payment amounts due to a processing issue.

Lime reserves the right to request reasonable documentation to verify the identity of the customer, ownership of the payment method, and the circumstances giving rise to the refund request. Lime may decline to process a refund until the requested verification has been completed. Approved refunds will be credited to the original payment method. Where refund to the original payment method is not possible (for example, due to an expired card or closed account), Lime may process the refund using another lawful method after completing appropriate verification. Any personal information collected in connection with refund verification will be processed in accordance with Lime’s Privacy Policy and applicable data protection laws.

Lime reserves the right to reject refund requests where: (a) the payment was validly applied to the customer’s financing obligations in accordance with the financing contract; (b) the request is fraudulent or unsupported by sufficient evidence; or (c) the payment was made in accordance with the financing contract and applicable law, and no grounds for refund exist under this Policy or applicable law.

For Lime education financing, where the applicable financing contract requires refunds from the educational institution to be paid directly to Lime, customers must ensure compliance with those contractual obligations. Customers are not entitled to receive directly any refund of financed amounts that, under the financing contract, are payable to Lime to reduce or settle the customer’s outstanding indebtedness.

4.   Cancellation Policy

Except as required by applicable law, customers may not cancel or reverse payments that have been validly applied to their financing obligations. Such payments are generally non-refundable except where required by applicable law, this Policy, or the applicable financing contract.

Requests related to loan cancellation, early settlement, or financing contract termination will be handled in accordance with the applicable financing contract and applicable law, including any applicable regulations issued by the FRA. 

5.   Disputes and Payment Inquiries

Customers who believe a payment was made in error or who have questions regarding a transaction should notify Lime as soon as reasonably practicable after becoming aware of any payment error. Lime will investigate payment disputes in accordance with its internal complaints’ procedures and applicable regulatory requirements. If the customer is not satisfied with Lime’s response, the customer may escalate the complaint in accordance with Lime’s complaints procedure and any applicable FRA dispute resolution mechanisms. Customers may contact our Customer Service Department using the details below[MA1] .

Nothing in this Policy limits a cardholder’s rights to dispute unauthorized or fraudulent card transactions through their card issuer in accordance with applicable card scheme rules and applicable law.

Customer Support

• Email: contactus@lime.com.eg
• Phone: 17317[MA2] 
• Customers should provide: Full Name; National ID (or registered identifier); Payment Reference Number; Payment Date; Amount Paid; Reason for Refund Request.

6.   Processing Time

Approved refunds are generally processed within 14 business days after completion of all required verification, unless a longer period is required by law, the payment network, or the customer’s financial institution. The time required for funds to appear in the customer's account may vary depending on the card issuer or financial institution[MA3] [ATCO4] . Lime shall not be responsible for delays attributable to banks, payment processors, card issuers, payment schemes, governmental authorities, or events beyond Lime’s reasonable control.

7.   Contact Information

For any questions regarding this Payment, Refund, and Cancellation Policy, please contact:

• Email: contactus@lime.com.eg
• Phone: 17317

8.   Amendments to this Policy

Lime may amend this Policy from time to time to reflect changes in applicable law, regulatory requirements, or business practices. Any material amendments will be notified to customers in accordance with applicable law and FRA requirements. The latest version of this Policy will be published on the Company’s website.

Effective Date: [Insert Date]

  [MA1]We can after here “ Nothing in this Policy limits a cardholder's rights to dispute unauthorized or fraudulent card transactions through their card issuer in accordance with applicable card scheme rules and applicable law. “

  [MA2]Add the below after the Call Center Number 
 
Customers should provide:

• Full Name 
• National ID (or registered identifier) 
• Payment Reference Number 
• Payment Date 
• Amount Paid 
• Reason for Refund Request

  [MA3]The actual crediting of funds to the customer's account is subject to the processing timelines of the card issuer, payment network, or financial institution.

  [ATCO4]The suggested language ("The actual crediting of funds to the customer's account is subject to the processing timelines of the card issuer, payment network, or financial institution") is already substantially covered by the existing text, which states: "The time required for funds to appear in the customer's account may vary depending on the card issuer or financial institution." Both sentences convey the same concept.