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Understanding Your Rights and Our Policy Obligations

lemon212 operates under a clear legal framework that sets out what we owe you and what you agree to when you open an account — covering everything from account eligibility and data handling to how disputes are raised and resolved.

Jurisdiction-Dependent AccessAccount Eligibility TermsData Retention PolicyDispute Resolution ProcessTouch 'n Go eWallet · Boost · GrabPay
lemon212 Understanding Your Rights and Our Policy Obligations
POLICY CONTACT PATHS

Reach Us for Legal and Account Policy Queries

If you have a question about our legal terms, need to exercise a data right, or want to flag a policy concern, our support team handles those requests directly. We keep policy-related queries separate from general account help so your concern reaches the right person without delay. Raise your request through live chat, email, or the in-account help centre — each channel is monitored and responses are logged for your records.

Live Chat Raise policy or legal queries through our live chat channel. All conversations are logged and referenced against your account for follow-up and formal record-keeping.
Email Support For written legal requests — including data access, account closure or terms clarification — send your query by email. We respond with a reference number for every submission.
In-Account Help Centre Log in, go to your account settings, and open the Help Centre tab. You can submit a formal policy request directly from there, attached to your verified account identity.
ACCOUNT SECURITY STANDARDS

How We Handle Data, Cookies and Account Security

Our approach to data, cookies and account security is built around your right to know what we hold and why we hold it. We do not sell personal data to third parties. Session cookies keep your login active across devices; you can clear them through your browser settings at any time without affecting your account balance or history. Account security relies on a one-time password (OTP) sent to your registered mobile number at every login — that OTP step cannot be bypassed, which means no one else can access your account even if they have your password.

Data Retention

We retain your account data for as long as your account remains active and for a period after closure as required by applicable law. You can request a summary of what we hold at any time.

Cookie Policy

We use session cookies for login continuity and analytics cookies to understand how the platform is used. You can manage cookie preferences through your browser — opting out of analytics cookies does not affect account access.

OTP Account Access

Every login requires OTP verification to your registered mobile. If your number changes, update it through account settings before your next session — support cannot bypass the OTP step remotely.

Request Account Changes

To update personal details, request data deletion or close your account, submit a formal request via the Help Centre. We verify your identity before processing any change to protect your account.

Common Questions About Our Legal Terms and Your Rights

These are the questions we get most often about our legal terms, account policies and user rights. If yours is not covered here, the Help Centre inside your account is the right place to raise it — your query will be logged and responded to with a reference number.

Access depends on local law and is available where permitted in your region. The same terms apply across Malaysia — there are no state-specific carve-outs within the country.

We hold your registration details, transaction history including Touch 'n Go eWallet and Boost payments, login records and any support correspondence. You can request a full summary through the Help Centre.

Submit a formal deletion request through the Help Centre tab in your account settings. We verify your identity first, then process the request within the timeframe required by applicable law.

We notify you through your registered account before any update takes effect. Continuing to use the platform after the notified date counts as acceptance of the revised terms.

Contact us via live chat or email with your account ID and the transaction reference. We do not accept disputes through third parties — all submissions must come directly from your verified account.

Our platform terms apply regardless of which payment method you use. GrabPay and FPX each carry their own provider terms that run alongside ours — neither overrides the other.
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Legal

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

Access may be available only where local law permits.