Card Use and Benefits Terms

Shukur-ruya Platinum Debit Mastercard

For Individuals and Businesses | Last updated: 2 November 2026

Card use · Benefits · Support

Scope and parties

These Terms cover Shukur’s services supporting the Shukur-ruya branded Platinum Debit Mastercard (Card) and the associated benefits programme. They apply to both Individual and Business customers and form part of your agreement with Shukur. Shukur, we, us and our mean To Thank Technologies Limited trading as Shukur.

ruya Community Islamic Bank L.L.C. (ruya) is the card issuer and account provider. Network International supports card processing. Physical cards are supplied by EDC and delivered by EMX. Mastercard is the card network. Those operational roles do not themselves make an organisation the provider of a card benefit.

For an Individual account, you means the individual customer. For a Business account, you means the business customer, acting through its authorised representatives. A cardholder is the person authorised to use a Card issued for the relevant account. Obligations concerning security and permitted use apply to that cardholder as well as to the customer where relevant.

Your separate agreements

These Terms govern your relationship with Shukur for the services described here. They do not create a new agreement on ruya’s behalf or replace your account and card agreement with ruya. Shukur provides the platform, programme communications and support for its services; it does not become the issuer, account provider or lender under these Terms.

Read these Terms with Shukur’s general Terms and Conditions and Privacy Policy, the ruya terms, Key Facts Statement and fee schedule applicable to your Individual or Business account and Card, and the specific terms of any benefit you use. Use the documents supplied for your Shukur-ruya programme, including any approved programme-specific disclosures.

ruya banking terms: Individuals · Businesses

ruya’s documents govern banking, card authorisation and settlement, banking fees, limits, funds and banking complaints. These Terms govern Shukur’s card-related services and benefits administration and take precedence over Shukur’s general terms for those subjects only. A benefit provider’s specific terms govern that offer’s eligibility, delivery and redemption. Mandatory rights and Shukur’s own obligations remain unaffected.

Eligibility and application

Individual applicants and cardholders must be at least 18 and meet the applicable identity, residency, verification and compliance requirements. Business applications must be made by an authorised representative aged at least 18, and any person issued a Card must be at least 18. The business and relevant individuals must satisfy ruya’s business, authority, ownership and compliance checks.

Provide accurate information, keep it current and supply any clarification or additional documents requested to support your application or ongoing account. Applying through Shukur, choosing a subscription or completing a form does not guarantee bank approval or card issuance. Those decisions remain with ruya under its terms.

Issuance activation and delivery

Cards are issued by ruya. Shukur provides access to the card request and management functions enabled for your account. Follow the activation and security instructions supplied through the approved channel before using the Card. Physical and digital card functions are available only where enabled for your programme.

For physical delivery, provide accurate contact and address details and complete the required identity and receipt checks. EDC supplies physical cards and EMX handles delivery. Delivery depends on completion of the relevant checks and the fulfilment arrangements; an estimated date is not a guarantee unless expressly stated. Any applicable delivery or replacement charge must be disclosed through the relevant fee schedule or request process.

The Card remains subject to ruya’s ownership, expiry, replacement and cancellation rules. Do not sell, lend or transfer it or permit someone else to use your personal card credentials. Follow ruya’s instructions for the return or secure destruction of a cancelled or expired Card.

Your account and available funds

The Card is a debit card linked to your ruya account. The account balance displayed through Shukur is a view of that banking relationship, not a separate deposit held by Shukur under these Terms. Card spending depends on available funds and applicable bank controls. The Card does not itself provide a credit facility.

Pending transactions, merchant holds, fees and settlement adjustments may affect the amount available to spend. Check your available balance and transaction history. Funding methods and any treatment of an exceptional negative balance are governed by ruya’s terms. These Terms do not grant Shukur a separate right to debit, hold or recover bank funds.

Permitted use and card controls

Use the Card only for lawful transactions permitted by ruya, including its applicable Shari’ah restrictions. Retail, online, contactless, ATM, recurring-payment and digital-wallet functions depend on what is enabled, merchant or ATM acceptance, funds and applicable limits. Acceptance or uninterrupted availability at every location is not guaranteed.

Complete the authentication steps required for a payment and review its details before confirming. Authorisation, cancellation and any refund or dispute rights are governed by ruya’s terms and applicable rules. The use of credentials does not remove your right to report a transaction as unauthorised.

Business cards must be used for business purposes under ruya’s Business terms. Keep cardholder authority current and notify ruya promptly through its approved route when authority changes; update the relevant Shukur access settings too. Only the cardholder or a person with the required account authority may operate the relevant card controls.

Freeze and unfreeze

You can temporarily freeze your Card in the Shukur app and unfreeze it when you are ready to use it again. A freeze is reversible and does not cancel the Card. Only unfreeze it when you are satisfied it is secure. Unfreezing does not remove a separate restriction imposed by ruya.

Block Card permanently cancels that Card. Once the block is completed, it cannot be reversed or removed through Unfreeze. Use Block Card only for suspected card fraud or a Card that is lost, stolen, damaged or expired. Review the reason and confirmation carefully. Use Freeze for a temporary pause.

A blocked Card must not be used, even if later found. Request a replacement through the app or follow the replacement or renewal instructions provided. Replacement remains subject to the applicable process and disclosed charges. Blocking a Card does not itself close your bank account or cancel a Shukur subscription.

Transaction controls

In Manage Card, you can switch online transactions, contactless payments, point-of-sale transactions, international card usage and ATM withdrawals on or off. International card usage covers overseas point-of-sale, online and ATM transactions. These settings operate alongside other applicable controls; enabling a category does not override another restriction, a spending limit or insufficient available funds.

Spending limits

You can set daily, monthly and single-transaction card limits in Manage Card, within the limits permitted for your account and programme. Save your settings and check the confirmed values. Customer-set limits do not increase the bank’s maximum limits or available funds. Contact support if a value or its effect is unclear.

PIN creation and replacement requests

You can create your Card PIN and request a replacement Card through Card Settings, following the required identity and security checks. Creating a PIN does not remove a freeze, permanent block or bank restriction. Keep the PIN private and check any applicable replacement charge before confirming your request.

Effect of card controls

Complete the required steps and check that the app confirms your change. If it fails or the Card status is unclear, contact support; report suspected fraud, loss or theft to ruya promptly. These controls do not reverse completed transactions or necessarily stop settlement of payments already authorised. Cancelling a Card does not itself cancel a contract or subscription with a merchant. Refund and dispute rights remain governed by ruya’s agreement and applicable law.

Fees limits and foreign currency

Card fees, transaction limits, currency conversion and any foreign-exchange markup are governed by the disclosures and ruya documents applicable to your Shukur-ruya programme. Check them before transacting. Third-party merchants and ATM operators may apply their own charges. A conversion offered by a merchant or ATM follows that provider’s disclosed rate and charges.

These Terms promise no foreign-currency allowance, fee waiver or particular spending limit. Shukur subscription and service charges remain governed by their separate agreed disclosures. A subscription does not change bank fees or limits unless the approved programme terms expressly provide for that change.

Keeping your Card secure

Keep your Card, device, PIN, passwords, one-time codes and other security credentials safe. Never send them to Shukur support, a merchant or an unsolicited caller. Use only official channels and the approved authentication process. Keep your contact details and relevant device security up to date.

If your Card is lost or stolen, or you suspect card fraud, act promptly. To block your Card, use Block Card in the Shukur app or call +971 6 7070 570. Blocking permanently cancels that Card. Notify ruya promptly about the incident, including any compromised device or security credential. If you cannot access or complete the app control, call without delay. A temporary freeze does not replace reporting the incident or permanently blocking a compromised Card. Shukur support is also available on 600 520 201 in the UAE for guidance and assistance.

Your liability and any entitlement to reimbursement are determined under applicable law and your ruya agreement. These Terms do not impose an automatic loss of protection merely because a PIN, code or device was used.

Transaction history refunds and disputes

Review your transactions regularly. Report unrecognised or incorrect entries promptly through ruya’s approved dispute route and provide the information needed to investigate. Shukur may route enquiries; ruya’s investigation, deadlines and decisions follow its terms and applicable rules.

Refunds and eligible card-scheme disputes may take time and depend on evidence, deadlines and applicable rules. Shukur does not guarantee recovery or a credit date. Your applicable refund, reimbursement and dispute rights remain unaffected.

A merchant complaint about goods or services is distinct from a bank dispute about a payment. Contact the merchant for fulfilment or cancellation issues and ruya where bank or card-dispute rights are relevant. A currency conversion or processing adjustment may affect a foreign-currency refund under the applicable card terms.

Restrictions replacement and closure

Customer-requested Block Card permanently cancels the Card as described in Permanently blocking your Card. Separately, ruya may restrict, block, replace or cancel a Card or account under its agreement and legal authority. A bank-imposed account restriction is distinct from the app’s Block Card function. Shukur may restrict its own platform access on grounds permitted by its general terms.

Request bank-account or card closure through the route provided by ruya; Shukur support can help you identify it. Outstanding transactions, lawful charges, settlement of amounts owed and return of remaining funds are handled under ruya’s closure process. We do not add a separate restriction on your right to request closure.

Deleting the app or a Shukur profile, or cancelling a subscription, is not confirmation of bank-account or Card closure. Follow the relevant process and obtain confirmation. Dormancy and reactivation remain governed by ruya’s terms.

Your information

Shukur handles personal information under its Privacy Policy and applicable law. ruya, the card network and operational or benefit providers have their own applicable notices and responsibilities. Card supply and delivery data must follow the approved process.

These Terms do not provide blanket consent to share banking information or replace any specific notice or consent required for a service. Where you register directly with a benefit provider, read its privacy notice as well. Never provide full security credentials when asking for support.

Shared programme and eligibility

The benefits programme extends to both Individual and Business holders of the Shukur-ruya Platinum Debit Mastercard. Benefits are offers, discounts, privileges and other advantages made available from time to time. These Terms do not promise a fixed or exhaustive package. The Platinum designation alone does not give access to every Mastercard offer advertised in any market.

An Eligible Card is a Card meeting the conditions of the benefit concerned. Your Card and account must have the required active status and completed verification. Registration, qualifying spend, location, dates or other conditions may also apply. Each offer determines whether it benefits the named cardholder, the business or permitted guests. Access does not automatically extend to all employees or family members.

Shukur L.I.V.E., points, prize draws, referrals, salary campaigns and business subscriptions have separate rules. A subscription tier does not itself establish entitlement to additional card benefits; any such condition must be expressly stated in the relevant offer.

Redeeming a benefit

Read the offer and its provider terms before booking, buying or redeeming. Check eligibility, the redemption route, costs, limits, exclusions and expiry. You may need to register, use a designated link or code, show your Card or identification, or pay with the Eligible Card. Using another route may mean the offer does not apply.

Benefits are not transferable or redeemable for cash unless their terms expressly allow it. Do not sell access, misrepresent eligibility, reuse a restricted code or use another person’s credentials. Guest and authorised-user access is allowed only as stated for that benefit. Contact Shukur if the instructions are unclear before committing to a purchase.

Merchant offers and provider credits

Shopping, dining, travel and other offers may have participating locations, booking requirements, minimum spend, usage caps, expiry dates and exclusions. Combining offers or applying a discount after purchase is permitted only where the provider’s terms allow it.

Credit in a provider’s wallet or account is governed by that provider’s rules. It is not automatically cash or a credit to your ruya account. Refunds, cancelled bookings and reversed transactions may affect entitlement as described in the offer terms. Check when a credit is earned, available, usable or expires.

Lounge access where included

Lounge access applies only where expressly confirmed for your Eligible Card. The provider’s terms set the participating lounges, registration or spend requirements, visit allowances, guest rules and charges. Entry is subject to capacity, opening hours, security, conduct and travel-document requirements. This clause does not establish a complimentary visit allowance or guarantee entry.

Insurance takaful or protection where included

Any insurance, takaful or protection benefit applies only where specifically confirmed for your Card. The identified provider’s policy, eligibility, activation rules, exclusions, limits and claims procedure govern it. A general description is not proof of cover. Shukur is not the insurer or takaful operator and does not decide claims. Follow the provider’s reporting deadlines and any required Card-payment conditions.

Benefit charges

Check guest fees, upgrades, cancellation charges, surcharges and taxes before using a benefit. They remain payable under the provider’s terms unless expressly included. Any Shukur charge must be disclosed before you commit. These Terms create no separate benefits fee or new authority to debit your bank account.

Changes and availability

Benefits depend on the provider, location, dates, capacity and offer conditions. Shukur does not guarantee continuous availability, a minimum number of offers, a minimum saving or a particular financial value. Check current conditions before using a benefit.

Acting reasonably and subject to applicable law, we may introduce, replace, change, suspend or withdraw a benefit for commercial, operational, provider-related, security, fraud-prevention, legal or regulatory reasons. Providers may change or end offers under their terms. Shukur will give required notice, explain the effective date and obtain consent where required.

Where an urgent change is necessary or a provider gives us no advance notice, we will explain the change as soon as reasonably practicable, subject to law. This does not override mandatory notice requirements. Existing bookings, vouchers, earned credits and claims remain subject to their applicable terms and legal protections. Contact Shukur if a change affects an arrangement already made.

Limits and loss of access

Limits may apply per Card, named cardholder, account, booking, trip or period. The offer determines whether allowances are shared. An additional Card, where issued, does not automatically carry a separate allowance.

Access may be affected by Card expiry, replacement, blocking, cancellation, account closure or failure to meet the offer conditions. A replacement Card may require re-registration. The applicable terms determine the effect on existing bookings, credits and claims; unused benefits do not automatically have a cash value. A subscription change affects card benefits only where the approved programme or offer terms provide for it.

Misuse

We may take reasonable and proportionate steps to restrict a benefit we administer where there are reasonable grounds to suspect fraud, resale, repeated misuse or a material breach of its conditions. We will explain the restriction and how to raise a concern where lawful and appropriate. Bank and provider restrictions remain subject to their own authority, agreements and legal requirements.

Responsibilities and limits of liability

Shukur is responsible for its own obligations under these Terms. ruya is responsible for its banking and card obligations. The identified benefit provider is responsible for its offer, delivery, bookings, cancellations and claims. Network International, EDC and EMX do not become benefit providers merely through their processing, supply or delivery roles.

To the extent permitted by applicable law, Shukur does not guarantee the quality, suitability or performance of independent providers’ goods or services and is not responsible for a failure caused solely by a provider outside Shukur’s reasonable control. This does not remove responsibility for Shukur’s own breach, acts or omissions or prevent a claim against the party legally responsible.

Services may be affected by maintenance, outages, processing delays or security controls. We do not promise uninterrupted operation. This is not a blanket exclusion of responsibility for our own services. Nothing in these Terms excludes liability for fraud, gross negligence, wilful misconduct, or any liability, remedy, consumer protection or card-dispute right that cannot lawfully be excluded or limited.

ruya and third party offers

The co-branded Card does not itself certify Shukur’s or independent providers’ offers as Shari’ah compliant. ruya’s Shari’ah supervision relates to its own products and activities. Refer to ruya’s co-branded-card provisions and seek advice if you need to assess an offer against your requirements.

Contact complaints and escalation

For Shukur services, card-delivery enquiries or benefits support, email support@shukur.com or call 600 520 201 in the UAE. Give the relevant issue, date and booking or reference details without sending security credentials. We will assess the issue, explain the responsible route and help you reach the appropriate provider.

For urgent card support, including a lost or stolen Card or suspected card fraud, use the Shukur app to block your Card or call +971 6 7070 570. Shukur support also remains available on 600 520 201 in the UAE for guidance and assistance. Report unauthorised payments and urgent account restrictions to ruya promptly. Do not delay blocking your Card or reporting an incident while waiting for a support response. Bank disputes and benefit claims follow the relevant provider’s process and deadlines.

An unresolved complaint concerning a UAE licensed financial institution may be eligible for Sanadak after the institution’s complaint process has been used and Sanadak’s current eligibility conditions are met. Eligibility is not automatic for every Business customer or every type of complaint. These Terms do not limit any available legal or regulatory complaint route.

Sanadak eligibility and submission information

Communications and changes to these Terms

Keep your contact details current. Shukur may send service information and notices through the app, website, email, SMS or another appropriate channel, using direct notice and any required form of communication where applicable. Marketing permissions remain subject to the Privacy Policy and your choices.

We may update these Terms to reflect changes to Shukur’s services, the programme or providers, security requirements or applicable law. We will act reasonably, identify material changes and their effective date, give any required advance notice and obtain consent where required. A website update alone does not replace a mandatory notice or consent requirement.

ruya controls changes to its own agreement, fees and banking limits under its applicable procedures. We do not use these Terms to shorten ruya’s notice obligations. Any right to reject changes, end a service or close an account remains subject to the applicable agreement and mandatory law. Language and translation requirements also remain subject to applicable law.

Governing law and disputes with Shukur

These Terms are governed by the laws of the United Arab Emirates. The courts of Dubai, United Arab Emirates have exclusive jurisdiction over disputes with Shukur arising from these Terms, subject to mandatory jurisdiction and dispute-resolution rights. This provision does not alter the law, jurisdiction or complaint rights applicable to your separate agreement with ruya or a benefit provider.

General provisions

You must have authority to accept and act under these Terms for a Business. A person who is not an authorised cardholder does not acquire card-use rights through a business subscription or these Terms.

You may not transfer your rights or obligations under these Terms without Shukur’s written consent, except where applicable law provides otherwise. If a provision is unenforceable, the remaining provisions continue to apply to the extent legally possible. A delay in enforcing a provision does not by itself waive the right to enforce it. These provisions do not restrict mandatory rights or change the parties to your ruya agreement.