Terms of business for “George”


1) Conditions:

To use all the services offered by "George", the user must have an existing business relationship with the bank and provide identification using personal identifiers (user number, password) and for transactions subject to authorisation

  • a transaction code (TAC-SMS) or
  • a transaction number (a TAN from the paper TAN list); these numbers are valid for transactions only until 4 June 2016, after which they can only be used to activate the cardTAN or, as the case may be, the TAC-SMS procedure; or
  • a cardTAN (cardTAN via cardTAN generator), provided a pertinent agreement has been signed.

2) Authorised users:

Authorisation to use the services under this agreement may only be granted to the account holder, joint account holders and individually authorised signatories. For purposes of security and identification, every authorised user shall receive a user number and a personal identification number (password).

In the cardTAN procedure, the one-time password (OTP) from George can likewise be used instead of the static password. In this case, a new password must be generated for each log-in using the cardTAN generator and this password is then valid only for the current session.     

Persons with an existing business relationship with the credit institution (account holder, joint account holders, signatories) are hereinafter collectively referred to as "authorised users" or "customers". Persons who do not yet have an account with the bank have only limited use of "George"; in particular, they are unable to make transfers or payments via "George".

In order to additionally secure transactions subject to authorisation the customer shall be requested,

  • for TAN transactions, to enter a specified TAN not previously used from a list of TAN numbers sent to the customer. The TAN numbers on such a TAN list are numbered for distinction purposes.
  • for TAC-SMS transactions, to enter a further authorization code (TAC-SMS) which will be forwarded to the customer, for each transaction requiring a TAC-SMS upon a respective demand, via SMS to a mobile phone authorized by the customer. The authorized mobile phone shall be identified*) by the customer upon activating the TAC-SMS by entering a TAN number or cardTAN number in the appropriate “George” function or with the bank advisor.
  • asked to enter an authorisation key (cardTAN) in cardTAN transactions, which the cardTAN generator provides to the customer for each cardTAN-based transaction.

*) (by providing of a telephone number of the mobile phone network provider)

Customers can deactivate the TAC-SMS function online any time and opt for the TAN function. If the customer still uses the TAN system, he/she can activate the TAC-SMS function online.

When using the mobile area via smart phone (“George” via mobile Browser or “George Go”- App) the TAC-SMS days limit of € 3.000,-- is effective. The limitation can be customized online by the user within “George” – except “George Go”-App.

However, a single TAN can only be used to process transactions up to a certain agreed limit (aggregate total of the relevant transfers). The agreed limit is visible to the customer anytime in the customer’s “George” account.

The authorization to effect any transaction via “George” shall be exclusively verified according to the personal security and identification criteria. Joint signing is not possible for “George Go” and for the eps online transfer.

3) Diligence:

The customer shall keep secret the specified personal identification codes and not disclose them to any third party. Customers shall follow the user guide and the safety instructions in the respective application and the s Security Center https://sicherheit.sparkasse.at. In the event of any loss of personal identification codes or in the event of suspicion that an unauthorised person may have obtained information related to the personal identification codes, customers shall inform the bank’s 24-hour service at 43 (0) 5 0100 + the bank sort code, or the respective customers personal bank advisor, by telephone without undue delay. If customers identify themselves by name, user number and account/securities account number or verify their entitlement in a different manner, the bank shall immediately block the personal identification codes. Any requested block shall become effective immediately upon receipt of the request to block the personal identification codes.

The bank shall be authorised to deactivate a customer’s "George" access without prior consultation

  • if objective reasons relating to "George" security justify this move
  • if unauthorised or fraudulent use of "George" or of personal identification codes is suspected or
  • if the customer has failed to honour a credit line associated with "George" (overrunning or overdraft) and
    • either the fulfilment of these payment obligations is jeopardised due to the deterioration or endangerment of the customer's or a co-debtor's financial situation or
    • the customer has become insolvent or threatens to become insolvent imminently.

The credit institution shall notify the customer prior to, but in any event immediately after, such cancellation using the means of communication agreed with the customer and indicate the reasons for such cancellation, unless a notification would be in violation of a judicial or administrative order or would run counter to Community legislation or objective security considerations.

After four attempts to access an account using the wrong personal identification codes, access for the authorised user is automatically deactivated.

Likewise, the customer is authorised to block his/her “George” access at any time. Blocking in terms of a service under the present agreement results in the disablement of all services. The unblocking of access must be requested by the customer either in writing (original signature) or personally in one of the credit institution´s branches.

If the customer is not connected with the credit institution or in the event of line disconnections the customer must – to minimize damages – immediately make use of any other means of communication available (e.g. telephone call to the 24h-Service instead of internet).

4) Liability of customers and credit institution:

4.1. Customer liability for payment transactions carried out by “George”.

4.1.1.  If non-authorised payment transactions are based on the fraudulent use of “George”, the unauthorised payment (plus costs and interest) shall not be reimbursed to the respective account holder where the customer acts with fraudulent intent or violates one or several of his/her duties to exercise due diligence laid out in these conditions with wilful intent or gross negligence.

4.1.2. Where customers, who qualify as consumers, act with only slight negligence (if they inadvertently breach their duty to exercise due diligence as may happen even to an averagely careful customer), the credit institution shall assume the amount exceeding EUR 150,00 of the unauthorised payment.

4.1.3 Particular consideration must be taken of the type of personalised security codes and the circumstances under which the loss, theft, or fraudulent use of the payment instrument or the personal identification features occurred if liability for the damage is shared.

4.1.4. Except in cases of fraudulent action on the part of the customer, the account holder shall be reimbursed the amounts debited due to an unauthorised payment if this amount is debited after notification was submitted with a request to block the account (section 3). Likewise, the amount (plus costs and interest) shall be reimbursed if the customer was unable to submit a blocking request (section 3) for reasons under the control of the credit institution.

4.1.5. Entrepreneurs are liable for any damage suffered by the credit institution due to the breach of diligence duties as set forth in these provisions by the customer, who is authorised to debit a corporate account via “George”, the entrepreneur´s liability is unlimited in all cases of fault.

4.2. Other liability of customers and credit institution (not applicable to payment services!):

4.2.1. If the customer cedes his/her personal safety and identification codes to third parties or if unauthorised third parties gain knowledge of personal safety and identification codes as a result of a breach of diligence, the customer will be held liable for all consequences and disadvantages ensuing from any abusive appropriation until blockage takes effect (section 3). The customer’s liability ceases once the blockage takes effect.

4.2.2. However, the credit institution will not be held liable if the damage was caused by an independent third party or by any other inevitable event not resulting from an error in the condition or failure of the credit institution’s automatic data processing facilities.

4.2.3. The credit institution will be held liable only for damage caused in connection with the customer’s hardware or software or by failure to achieve a connection with the credit institution’s data centre, if this damage was caused culpably.

4.2.4. The credit institution shall not be responsible for the operability and content of third-party websites (e.g. Google Maps) to which the customer is redirected in the context of “George”. The credit institution further notes that contents and opinions contained on third-party websites do not necessarily reflect the opinions of the credit institution and its employees.

5) Revocation/termination:

5.1. Customers shall have the right to terminate, in writing and at any time, any further use of the services under this agreement with the credit institution with immediate effect.

5.2. Subject to a 2-month notice period, the credit institution shall have the right terminate the user subscription to “George” and/or user access to any (selected) plug-ins at any time without having to specify the reasons for such termination.In its termination, the credit institution shall be obligated to specify the point in time at which the user subscription to “George” and/or user access to any plug-ins ends and the fee that is payable for certain plug-ins until such termination becomes effective.

In the event that termination is by the credit institution, such termination shall either be sent to the last e-mail address known to the credit institution and/or deposited in the “George” inbox(s Kontakt).

The customer shall pay the fee for  the plug-ins chargeable for the time in which the subscription to “George” and/or the plug-ins was in effect.

5.3. Notwithstanding the above, the credit institution shall, if there is good cause, have the right to end the user subscription to “George” as well as all and/or only (selected) plug-ins with immediate effect and without having to give prior notice. In particular, good cause shall be the discontinued operation of “George” and/or the plug-in.

5.4. Plug-in termination: to be able to use plug-ins, an active user subscription to “George” is required. Once the user subscription to “George” ends, the subscription to the plug-ins automatically ends on the day the user subscription to “George” ends without requiring any separate notice of termination.

Plug-ins may be terminated separately by either the customer or the credit institution; in this regard, the provisions under sections 5.2. and 5.3. relating to termination and the fee shall apply analogously.

6) Amendment of the Terms of business:

The credit institution will propose changes to these Terms of business for “George” to the customer no later than two months prior to the proposed time of their entry into force, pointing out the provisions affected. The customer's consent shall be deemed given, unless the credit institution receives a written objection from the customer prior to the proposed time at which such changes enter into force. The credit institution shall point this out to the customer in the amendment proposal.

Notification can be made by letter, postal delivery of an account statement or – provided the customer/user agrees - electronically (e-mail to the last
e-mail address known to the credit institution, via digital “George” mailbox – s Kontakt - as part of "George"). In addition, the credit institution shall publish a comparison of the provisions of the Terms of business for “George” affected by the change, as well as the complete version of the new Terms of business for “George” on its website and provide this comparison to the customer at the latter's request. The credit institution shall also point this out in the amendment proposal. In business relations with an entrepreneur, it shall suffice to keep the envisaged amendment available for retrieval in a manner agreed with the entrepreneur.
In case of such an intended amendment of the Terms of business, the customer who qualifies as a consumer shall be entitled to terminate his/her master agreement for payment services (especially the current account agreement) without notice and free of charge. The credit institution shall point this out in the amendment proposal.

The foregoing subsections are not applicable to the change of the services of the bank (including credit interest) as well as to the change of the customer's fees (including debit interest).


1)     Extend of service
1.1.   ) Using „George“.
   The current range of functions is essentially including the following areas – all details are available on the institute’s homepage.

  • Financial-, account- and  transaction overview
  • Execution of payment orders and transfers
  • Conclude products online
  • Bank- and credit cards
  • Saving
  • Financing
  • Leasing, insurance, building society
  • Securities
  • Electronic storage
  • Settings
  • Plug-ins
  • George Go App
  • Communication
  • Service

1.2.   ) Using „George“ access credentials for customer identification in Apps of Erste Bank and Sparkassen.
  The „George” access credentials (user number and „George” password or cardTAN-OTP) are used in different Apps. This way the customer can clearly be identified.

2)     Execution of transfer orders

If the data has been submitted to the bank for processing before the deadline then the money transfers will be carried out without delay, at any event on the same day. If not, the processing of the money transfer orders shall be made on the next bank working day following the day of the data transfer by the applicants. The electronic data processing equipment installed at the bank is the criterion by which the date and time of all incoming orders will be judged.

3)    Service time

Basically customers can use "George" from Monday to Sunday, 24 hours a day. But there is a possibility that - in particular due to maintenance - access to "George" is limited. 

4)    Using the George securities service:
4.1.) Scope of rights to use securities information
Customers shall be obliged to make use of the market data information provided through this service for their own purposes only and undertake not to trade or commercially process any information received nor to permit any third party to do so. Customers undertake not to use George for any unlawful purposes or to allow such use by third parties.

Without the bank's prior written consent, customers shall not be authorised to disclose any securities market data information from George at all, or any pieces of information to third parties or to allow third parties to use information, or in any other way disseminate or publish such information.

Customers understand that information obtained by the bank from external suppliers or fed into the information system by external sources and marked as such by the bank cannot be attributed to or verified by the bank on account of the data volume involved. This notwithstanding, should the bank become aware of the inaccuracy of any information that has been so provided, the bank shall undertake to have such information corrected or deleted without undue delay.

Customers understand that external suppliers may have industrial property rights to parts of the service. Customers undertake neither to remove nor to make illegible copyright notices and other information regarding such rights received in George and the George market data portal and to respect the external supplier's rules for the use of the information.
4.2.) Execution of securities orders

4.2.1.) Placement of securities orders using George
The bank shall be entitled but not obligated to execute orders if and insofar as these are not covered by the balance on the settlement account(s). The bank shall make every effort to execute the orders without delay.

The bank reserves the right to reject orders received via the internet or by means of telecommunication and to invite the customer for a personal interview and identity verification. In the absence of any other instructions, sell orders shall be deemed to relate to the first securities acquired. The date and time of the computer system installed at the bank shall be decisive for order receipt.

If placement of a securities order using George is not possible due to a malfunction, customers are obligated to place the order by telephone with the responsible consultant immediately in order to mitigate damage. Upon indication of the securities account number, the securities account name, the user number and the user name, the bank shall consider such orders binding orders placed by the person duly authorised to operate the specified securities account. Where such orders are received by another office of the bank, the bank shall be entitled but not obligated to accept and execute the relevant transactions. In these cases, the bank shall assume no liability for timely and immediate processing. Outside of the branch office hours, the customer is obligated to contact the help desk (+43 (0) 5 0100 + bank code of the credit institution).

Customers expressly agree to have their identification data, address and profession transmitted to the securities supervisor of the respective stock exchange for verification of compliance with the local laws.

4.2.2.) Forwarding of securities orders

The bank will forward orders placed in George during the time from Monday to Friday from 7:30 am to 10:00 pm. Orders received outside of this period, or on days the selected trading venue does not trade, shall be noted and scheduled for transfer at the beginning of the next trading day or the accessibility of our trading partner.

Customers agree that the order shall be executed at the current buying or selling rate of the stock exchange selected by the respective customer or in any recognised alternative trading system.

Customers shall inform themselves of their own accord about the various business and trading hours and practices of the individual trading venues.

The customer acknowledges that the execution of crossings (In-sich-Geschäfte) and short selling (Leerverkäufe) violates statutory provisions and engages to refrain from these. Short selling is the practice of selling a security the seller does not yet own at the time of selling. The seller benefits from going short if there is a decline in the price of the sold securities because the securities do not need to be delivered until a date in the future. Covered short-selling (lending based) that serves to hedge existing positions shall be exempted from this provision. In the case of crossings, the buyer and seller are identical. In order to push a share price upward or downward, a business transaction is made to appear compliant with market requirements. Such share price manipulation violates trade practice and may be subject to prosecution by the respective supervisory authorities.

4.2.3.) Settlement of securities orders

Euro-denominated orders that are executed by 6:00 pm on Austrian banking days shall be billed by the bank on the same day.

To bill orders involving the conversion into a foreign currency, the regularly updated bid and offer prices shall be used. Current market developments can be viewed at "www.produkte.erstegroup.com > Markets & Trends > Currencies". Special agreements regarding price spreads shall remain valid. (For margins on bid and offer prices, fees for international payment transactions, please view the posted terms). All orders executed after 10:00 pm shall be billed upon publication of the first exchange rate on the next working day

eps online transfer

1) Extent of services:

eps online transfer offers the possibility to pay for goods and services on the internet by direct money transfer order made on the internet. In the process, the trader’s data is transferred directly into the eps online transfer payment instrument.

2) Exclusion of revocation:

The immediate payment of goods and services purchased on the internet by eps online transfer are considered guaranteed payments by the traders and cannot be revoked by the sender once the credit institution is in receipt of the payment order.
Once the business day has ended, the customer cannot revoke an eps-online transfer set for a future transfer date prior to the agreed date.

3) Instrument of payment only:

The eps online transfer is a mere instrument of payment so that no objection is admissible vis-à-vis the credit institution.


1) Extent of services:

e-Identifikation provides a service of online identification or age verification of any natural person by comparing personal data (first name, last name, date of birth, address) declared at a merchants website with the bank recorded information.

After the clients’ approval, the result of the data collation is sent to the merchant. No additional data will be transmitted, only the status reference of the verification (data ok / not-ok) is forwarded to the merchant.