These terms and conditions ("Protect Plus Terms") set out the rules which cover our relationship with you if you subscribe for the premium version of ClearScore Protect, called “Protect Plus” (“Protect Plus”). These Protect Plus Terms explain our responsibilities and yours, and how you can use Protect Plus. These apply to you if you have subscribed for Protect Plus and are legally binding so please read them. You may also want to print them out or save them on your device in case you ever want to come back to them in the future.
Our ClearScore Terms & Conditions also apply to your use of Protect Plus. If these Protect Plus Terms are inconsistent with our main ClearScore Terms and Conditions, then these Protect Plus Terms will apply in relation to your use of Protect Plus. You should read these Protect Plus Terms along with our ClearScore Privacy Policy (“Privacy Policy”), which explains how we use your personal information when you use our services, including Protect Plus.
ClearScore Proprietary Limited (“ClearScore”) is a registered credit bureau (NCRCB28) under the National Credit Act, 2005 and regulated by the National Credit Regulator.
Certain parts of the Protect Plus services are provided to us by our third party service providers, including Cyberscout Ventures Limited (“Cyberscout”), Spycloud, Inc. (“Spycloud”) and Superlative Enterprise Pty Limited (“HIBP”) (together our “Cybercheck Partners”). To provide the Protect Plus services to you, we need to share information collected from you with our Cybercheck Partners, as further detailed in our Privacy Policy and our Cybercheck Partners’ privacy and processing policies.
ClearScore Protect Plus is a subscription service that assists you with specialised services if you are the victim of identity loss or theft. It is not an insurance policy and should not be construed as such.
Services If you have subscribed to Protect Plus, in addition to all the features in ClearScore Protect (see our Terms and Conditions for more information), you will also benefit from:
✔Daily dark web monitoring – we will conduct daily dark web monitoring of personal information you provide us, such as your personal email address(es), passport details, national ID and driver’s licence, and will notify you of any incidences of data breaches
✔Dedicated fraud case management – our dedicated fraud experts will be on hand to assist you
✔Results for additional data fields – the dark web monitoring will also display results for leaked names, date of birth, addresses and phone numbers, passport details, national ID and driver’s license
✔Protect Plus cover – protection against identity loss and expert help to resolve cyber security issues.
In addition, as an added benefit at no additional cost to you, as a subscriber to Protect Plus we may reimburse you for certain costs and/or expenses that you may incur as a result of being the victim of identity loss or theft. You can find more information on the costs and/or expenses that we may reimburse to you here.
Exclusions and restrictions.Certain exclusions and restrictions apply to your Protect Plus cover. For more information about these exclusions and restrictions, please read the Protect Plus product information document.
Subscription fee. As a subscriber to Protect Plus, you will be able to enjoy the services described above for a subscription fee billed monthly or annually. You can find more information on the subscription fee here.
How it works. From time to time, we may offer free trials or other promotional offers on the Protect Plus subscription for a specified period of time and on such conditions communicated at the time you sign up (each a "Promotional Offer").
Unless otherwise communicated, the Promotional Offer begins at the moment you sign-up to it, which is when you submit your payment details. In submitting your payment details, you:
- Confirm your acceptance of the Promotional Offer as advertised;
- Accept and agree to these Protect Plus Terms and the ClearScore Terms.
Unless otherwise communicated otherwise, Promotional Offers may be only be used once and existing Protect Plus subscribers or previous users of that Promotional Offer may not redeem the offer again.
Activating the Promotional Offer. To sign up for a Promotional Offer, your must select between a monthly or annual Protect Plus subscription plan and provide a valid payment method. The Promotional Offer will automatically start when you submit valid payment details.
Free Trial End. Unless you cancel the Promotional Offer at least 1 (one) day before the Promotional Offer period ends, you will automatically become a subscriber to your chosen Protect Plus subscription plan, and you will automatically be charged the relevant applicable subscription fee(s).
Cancelling. If you cancel the Promotional Offer during the Promotional Offer period, you will lose access to the Protect Plus service at the end of that Promotional Offer period. After this, your account will automatically switch to the free version of the ClearScore Protect service. To cancel, you should visit ‘Protect’ under the ‘My Account’ section of your ClearScore account. There are no cancellation fees and you can start or stop your subscription at any time. Following cancellation, you will continue to have access to the Protect Plus service through to the end of the Promotional Offer period.
Changes to Promotional Offers. Except where prohibited by law, ClearScore reserves the right to modify, suspend or terminate any Promotional Offer at any time and for any reason, at its sole discretion.
When you become a Protect Plus subscriber, we will ask you to pay the subscription with a debit card or credit card. By subscribing, you authorise us to charge you for your initial subscription period and if you select a monthly subscription plan, you authorise us to charge you a recurring monthly subscription fee at the then current rate. Your Protect Plus subscription will continue until cancelled. We will take the subscription from that payment method on the same day every month while you remain a Protect Plus subscriber if you opted for monthly billing, and on each annual anniversary of your subscription date if you opted for annual billing. If we can't take payment from your card for any reason (for example, because it has expired), we will ask you to register another card which will become your new stored card.
Cooling off period. Generally, payments are non-refundable and we do not provide refunds or credits for any partial subscription periods. If, however, you elect to cancel your subscription, and you provide us with written notice of your cancellation within 5 (five) business days following the date on which you subscribed, we will refund your subscription within 15 (fifteen) business days. We will refund your subscription to the same payment card that you used to pay for your subscription.
Payment methods. You may edit your payment method information by editing it in your device settings. If a payment is not successfully settled, due to expiration, insufficient funds or otherwise, you nonetheless will remain responsible for any uncollected amounts and authorise us to continue billing the payment method or any other payment method you have provided, as it may be updated, including in the event you attempt to create a new account, reactivate the unsettled account or sign up for a new account. This may result in a change to your payment billing dates. If we cannot charge your account, we reserve the right, but are not obligated, to terminate your access to Protect Plus services or ClearScore services generally.
If you do not pay the subscription fee upon it becoming due, your subscription will be automatically cancelled. We may also take legal steps to collect the payment. If we do, you may be responsible for our costs in doing so.
Protect Plus is offered as an unbreakable bundle and cannot be sold separately. You may not cancel any individual service offered under Protect Plus. You can cancel your subscription to Protect Plus at any time through the My Account section of your ClearScore account. There are no cancellation fees and you can start or stop your subscription at any time. You will continue to have access to the Protect Plus service through to the end of your billing period.
We may end your Protect Plus subscription immediately if:
- We (acting reasonably) suspect you are behaving fraudulently (for example, if you try to use your cover to cover someone else’s expenses);
- Any one of our Cybercheck Partners has ceased to provide us with the necessary information to provide you with the Protect Plus service;
- You haven't given us the information we need, or we have good reason to believe that the information you have given us is false;
- You have breached these Protect Plus Terms or the ClearScore Terms and Conditions;
- You owe us money and, despite us asking you to pay us, you have not done so within a reasonable period of time, not exceeding 10 (ten) days following our request;
- You've been declared insolvent or have committed any act of insolvency recognised under South African law; or
- We must do so under any law, regulation, court order or Ombud's instructions.
We may also end your subscription for other reasons, but we will give you at least 30 days prior notice.
Provider details. Your Protect Plus subscription benefits are provided by our Cyberchecks Partners, including Cyberscout. In order to provide the cover for costs and expenses referred to in the services above, Cyberscout will obtain expense reimbursement insurance ("Cyberscout Insurance Policy") underwritten by certain underwriter(s) at Lloyd's, London. Cyberscout is the master policyholder in terms of the Cyberscout Insurance Policy and is responsible for the payment of all premiums. A summary of the Cyberscout Insurance Policy may be found here.
Eligibility and suitability. To be eligible for Protect Plus you must be aged 18 or over and permanently reside in South Africa. Please make sure the Protect Plus product is suitable for you by reading the Protect Plus product information document, these Protect Plus Terms, and understand what is and isn’t covered under the Protect Plus subscription.
You won’t receive advice or recommendations from us for any benefits available through Protect Plus and we can’t guarantee the Protect Plus product is suitable for you. It’s important to check that the Protect Plus product meets your needs and requirements.
Claims. Cyberscout will handle any claims for any costs and/or expenses that you make under your Protect Plus subscription directly with you and you can get in touch with them by starting a claim in your Protect Plus subscription section on the ClearScore app. If you would prefer to speak with ClearScore first about your claim, please get in touch via our support page. If you send any claim to us, we will pass it on to Cyberscout without dealing with it. If your claim is successful, your claim will be paid out to you by Cyberscout.
Complaints. If you wish to make a complaint about our services, you can get in touch with us by emailing help.za@clearscore.co.za.
If you want to make a complaint in connection with any claim you have made under Protect Plus, please contact Cyberscout directly. You can find out how to do this in the complaints section of the ClearScore app. If you send any complaint related to any claim to us, we will pass it on to Cyberscout without dealing with it.
You can address complaints regarding claims under Protect Plus, directly with Cyberscout, as follows :
- Phone: +27 80 099 1610
- Email: ukcustomerrelations@transunion.com
We may change these Protect Plus Terms, our subscription plans and the price of our Protect Plus service from time to time and these will apply no earlier than 30 days following notice to you. If a change does not affect your rights or obligations with regards to Protect Plus, and it constitutes a mere update of information, we may choose to not notify you directly or provide less than 30 days’ notice of the update. Please check this page from time to time to take notice of any updates made to the information here. If we choose to notify you, we will do so by sending you an email notification, posting a notice on our website or app, or through the services, or in any other manner we deem appropriate.
Any information provided to you as part of our services is only as accurate, complete and up to date as the information supplied to us by you, the Credit Reference Agency, our Cybercheck Partners or other third party we use to obtain this information. We don’t check the information we receive from you or third parties for accuracy, currency or completeness.
We do not control your credit score or credit report and we cannot change that information for you. If you think the information provided about you on your credit report may be incorrect, you can dispute it with the credit bureau. In these situations, we will assist you as much as possible in raising a dispute with the appropriate credit bureau. If you think any other information we have provided to you has been incorrectly displayed, please let us know as soon as possible by contacting us.
We don’t assume responsibility for the timeliness, accuracy, deletion, non-delivery or failure to receive or store any user information, communications or personalisation settings. We may change the content or functionality of our apps, website or any other method which allows access to our Protect Plus services at any time. Their content may be out of date at any given time, and we are under no obligation to update it. We cannot guarantee that our website or apps or any content on them or provided as part of our Protect Plus services, will always be available, uninterrupted or error free.
If you are unhappy with how your complaint was dealt with, or your complaint has not been addressed by us within 20 (twenty) business days, you can refer it to the National Financial Ombud Scheme. Their address is:
110 Oxford Road, Houghton Estate
Johannesburg, 2198
Telephone: 0860 800 900
Email: info@nfosa.co.za
You can find more information, or submit a complaint on their website.
Nothing in the Protect Plus service should be viewed, or construed, as “advice” and/or an “intermediary service” as those terms are used in the Financial Advisory and Intermediary Services Act, 2002, as amended, and nothing in the Protect Plus service should be construed as constituting the canvassing for, or marketing or advertising of, financial services in South Africa. The indemnity for any costs and/or expenses incurred by you in terms of the Protect Plus service is an ancillary, no cost benefit and should not be viewed, or construed, as insurance, and the payment of the subscription fee does not constitute an insurance premium, as contemplated in the Insurance Act, 2017 and/or the Short-Term Insurance Act, 1998 or related legislation.