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Terms Conditions That Apply to Your hfive Account

These terms govern every action tied to your account — from your first Touch 'n Go eWallet deposit to how disputes are handled. Read them before you start, and check back when anything changes, because continued use means continued acceptance.

Account eligibility rulesWallet & payment conditionsFair use policyAccount suspension termsJurisdiction-dependent access

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HOW WE HANDLE THIS

Account Security and Policy Practices

Account Verification

We verify your identity before processing the first withdrawal. This step protects your wallet and ensures the account belongs to you alone — not a third party.

Data Handling

Your personal details and payment data — including e-wallet references from Boost and Touch 'n Go eWallet — are stored securely and used only for account operations.

Cookie Use

We use session cookies to keep you logged in across browser tabs. You can clear them at any time via your browser settings without affecting your account balance.

Requesting Changes

To update personal details linked to your account, contact live chat or the Help Centre with your account email. Changes to payment details require re-verification.

REACH OUR TEAM

Contact Us About These Terms

Live Chat The quickest path to a terms clarification. Start a live chat from any page on hfive and a member of the team will respond directly.

Account Help Centre For written records of your query — especially useful for account suspension or wallet-related terms questions — submit a request through the Help Centre.

Email Support Send a detailed account question by email if your issue needs documentation attached. Our team reviews and responds in the order received.

What These Terms Actually Cover

hfive Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

By opening an account on hfive, you agree to the full set of terms on this page. Access to the platform depends on whether your activity is permitted under the laws in your jurisdiction — where local law does not permit it, these terms do not

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extend eligibility to you. Your account is personal and non-transferable. Sharing login credentials or allowing a third party to operate your account violates these terms and may result in suspension. All account wallets — including balances loaded via Touch 'n Go eWallet, Boost, or GrabPay —
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are subject to our fair-use policy. We reserve the right to apply transaction reviews where deposit patterns appear inconsistent with normal account activity. Withdrawals are processed back to the original payment method where technically possible; if a reversal to the original channel is not available, our
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support team will confirm an alternate path. We may update these terms at any time. When we do, the revised version is published here with a new effective date. Carrying on with your account after that date means you accept the updated terms. If you have
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questions about a specific clause, reach out through live chat before completing any transaction you are unsure about.

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Common Questions About These Terms

Quick answers to the terms questions we hear most often. If something here does not cover your situation, live chat is the fastest way to get a specific answer.

Access and eligibility depend on the laws in your location. These terms apply where local law permits the activity — checking your local rules before opening an account is your responsibility.

No. Your account is strictly personal. Allowing another person to log in, place activity or manage your wallet — even a family member — breaches these terms and may trigger a suspension.

Any remaining verified balance is reviewed during the suspension process. If the suspension is lifted, the balance stays intact. If not, we follow the refund path set out in the fair-use policy.

We publish the revised version here with a new effective date. We may also send a notification to your registered email. Continuing to use your account after that date means you accept the changes.

Yes. Submit a written request through the Help Centre or by email. We will confirm what data is held and the retention period. Requests are handled in the order received.

Deposits must reflect genuine personal account activity. Patterns that look like bulk transfers, recycled balances or third-party funding trigger a review and may pause withdrawal access pending verification.

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