These Terms of Service sit next to the Urban Bank [Privacy Policy](/privacy-policy). They cover personal and business accounts, cards, loans, and the way this marketing site describes fees before you confirm. They are written so you can read them on a phone or at a branch desk. Urban Bank is a banking and finance brand presented on this site. The pages explain products and take enquiries. They are not an internet-banking dashboard. Keep any login you receive from the bank private, and use the app and branches for lawful payments only.

1. Using Urban Bank

By opening an account, applying for a card or loan, or sending the contact form, you agree to these terms. You confirm that the name and identification you give are yours, or that you are allowed to sign for the business named on the application. You must be 18 or older to open a personal product on your own. A parent or guardian must complete the file at a branch for anyone younger. Business products need a person who is allowed to bind the firm. Do not use Urban Bank to hide the source of funds, to send a payment you know is false, or to break the law in the country where the account is held. We can pause a transfer or a card while we check a notice from a payment network or a regulator.

2. Accounts and the customer record

Personal and business accounts share one customer record across the branch and the app. A hold, an incoming transfer, or a fee should appear in the same words in both places. If two notes disagree, ask the desk to correct the record before you confirm the next payment. You are responsible for the devices and passwords you use to reach the app. Tell the bank at once if you think someone else has used your login. We will freeze the card or the app access on that file and write the reason on the same note. We may ask you to visit a branch if a change to name, ownership, or identification cannot be finished on the phone.

3. Fees and limits

Account fees, card limits, and loan rates are shown before you confirm. We do not add a charge after a transfer is complete unless a returned payment, a chargeback, or a fee that was already printed on the confirmation applies. Limits can differ by product. A same-day transfer, a card purchase, and a cash withdrawal at the counter may each have their own cap. Those caps are listed on the product page and on the confirmation screen. If a payment is above the cap, it waits or it is refused. We will say which, before you try again. Foreign-exchange or network fees, when they apply, are listed with the amount you typed. Ask the branch if a line on the screen is not clear.

4. Transfers and cards

A transfer leaves when the confirmation says it leaves. If it waits, the hold note on your record should say why. Incoming payments can take a working day to show as available, depending on the network. That delay is explained on the same note. Cards show the rate and the merchant line before a purchase posts, where the network sends that data. Freeze a card from the app or at a branch if it is lost. A replacement follows the same customer file. Cash withdrawal at a machine follows the limit printed for that card. We are not the merchant. A dispute about goods or a subscription starts with the merchant and, if needed, with the card network process we will write on your record.

5. Loans and repayment

A loan is not signed until the repayment calendar, the fees, and the dates are on the page in front of you. Early repayment, if the product allows it, follows the figure printed on that schedule. Missing a date can add the fee that was already listed. We do not invent a new fee after the fact. You can ask for a copy of the schedule at any time. Business loans may need extra documents. Those sit on the same file as the application.

6. This website and marketing messages

Pages, forms, and download files on this site are for information and for sending an enquiry. Figures on a feature or pricing page are examples until a branch or the confirmation screen lists the figure that applies to you. The newsletter is optional. Sending the form means you want those notes. You can leave the list from the thanks message area or by writing to us. Career applications use the career form and are read only for hiring.

7. Closing an account

You can close an account from the app or at a branch after any card or loan balance on that product is cleared. We will confirm in writing. Records then follow the retention period in the Privacy Policy. Closing one product does not always close every Urban Bank product on the same customer file. Say which account, card, or loan you want to end. If we close a product because of a legal notice or a risk we cannot accept, we will say so on the record and tell you how any remaining balance is returned, subject to that notice.

8. Changes to these terms

We may update these terms when a product, a network rule, or the law changes. The new text appears on this page. If a change affects a fee you already confirmed, the confirmation you accepted still stands for that payment. We may also update feature pages and examples on this site without changing a signed loan or an open account. Signed documents and confirmations control those products.

9. Contact

Questions about these terms go to the phone and email in site settings, to a branch, or through the [contact](/contact) page. Privacy, cookies, and how long we keep a file are explained in the [Privacy Policy](/privacy-policy).