General Principles of Transparency

Our institution is committed to ensuring maximum transparency in our operations and relations with customers. This means that all information regarding our services, costs and conditions are presented in a clear and comprehensible manner in compliance with the regulations in force in the Republic of San Marino, in particular with the Law on Business and Banking, Financial and Insurance Services (L. 165/2005), the provisions of the Central Bank of the Republic of San Marino (Regulation 04/2020 Payment Services and Electronic Currency Issuance Regulation), as well as the GDPR (General Data Protection Regulation) and international standards. Below you will find a summary of the main provisions governing our services with regard to transparency and customer protection:

General Principles of Transparency

Clear and Accurate Information: We provide complete and comprehensible details on all our services. Each offer is accompanied by information on costs, fees and any other charges that may apply. This way, there are no hidden surprises for our customers.

Access to Information: All information about our services, including product details and fees, is easily available on our website and at our office. This ensures that you can consult the information you need at any time.

Pre-Contractual Information

Before finalising a contract with us, we will provide you with all the essential information you need to make an informed decision. You will be provided with the draft contract to make your own decision.

Costs and Commissions: We will inform you in detail about all fees and commissions associated with our services. This includes both fixed and variable costs, allowing you to fully understand the financial commitment required.

Terms and Conditions: We provide a clear and comprehensive description of the contractual conditions. Each clause of the contract is explained in a simple manner, ensuring that you fully understand the terms of the agreement.

Contracts and General Terms and Conditions

Our contracts are written in Italian or English and are structured to be transparent and easy to understand.

Terms and Conditions: The contracts we enter into are drafted in clear and straightforward language. The conditions applicable to services are described in detail and unambiguously.

Amendments to Contracts: If changes to the contract are necessary, we will inform you promptly. You have two months to decide whether to accept the changes or not, and in the event that you reject the changes, you have the right to withdraw from the contract without charge and effective at any time up to the date on which the changes would have been implemented.

Withdrawal

The protection of our customers is reflected in the guaranteed Right of Withdrawal.

Withdrawal: you may withdraw from the Contract at any time, without penalty and without further charges.

Charges for Services: Charges for services you have used will only be charged on a pro rata basis for the period prior to withdrawal from the Contract. If they are paid in advance, we shall reimburse them on a pro rata basis.

Advertisements

Advertisements used for products, contracts and services are made with regard to the correctness of the information and compliance with the content of the information documents and contractual conditions to which the products and services refer.

Complaint handling

We are committed to handling complaints and disputes in a fair and transparent manner.

Complaint Procedures: We offer a clear and accessible process for filing complaints. We will explain how to make a complaint, the response time we are committed to and the resources available to assist you. See the Complaint Procedure section to view the procedure.

Supervision and Control Obligations

We are subject to supervision by the competent authorities to ensure compliance with transparency and customer protection regulations.

Internal Controls: We have implemented internal control mechanisms to monitor and ensure that our practices comply with applicable regulations. This includes regular checks and audits to verify our compliance.

External supervision: Competent supervisory authorities monitor our activities to ensure that we comply with all regulations. We cooperate with these authorities and submit to their inspections and audits to maintain high standards of complian