Support
Frequently asked questions
If your question is not here, the help centre is organised by situation and the contact page has a human on it.
So you take money from me when a hotel asks for a deposit?
No. A hold is a reservation the merchant places with the card network, and a reservation moves no money. In almost every case it expires unused and nothing is ever paid.
Is this a credit card?
No, and it is important that it is not. There is no credit line, no revolving balance, and no interest in either direction. It is a Visa Platinum card backed by a guarantee we provide.
What does it cost?
KD 80 a year, itemised into four contracts of KD 40, KD 25, KD 10 and KD 5. There is also a six-month plan at KD 90. Nothing else, and no fee to freeze the card.
What is the most you will guarantee?
90% of a hold, up to a KD 500 ceiling — KD 450 at the ceiling, with the remaining KD 50 your own responsibility on a settled claim.
What if the merchant actually collects?
We suspend the settlement and our retained legal panel examines the claim as your agent. Invalid claims are declined and pursued through Visa's channels; valid ones are settled, and you repay exactly what we paid.
Do you check my credit file or my salary?
Neither. There is no credit line to underwrite, so there is nothing for a credit check to inform.
Where can I read the contracts?
On this site, in both languages, before you apply — not inside the signup flow.
How do I complain, and to whom?
Start with our complaints process. If you are not satisfied with our final response you can escalate to the Central Bank of Kuwait. Escalation is free and does not affect your membership.