Kuber Vaults is committed to protecting the privacy and security of our customers while maintaining secure, transparent and consistent procedures across all customer accounts and locations.

This page sets out our Privacy Policy together with important information regarding fees, charges, account changes and procedures applicable to Kuber Vaults customers.

1. Account Closure and Applicable Deductions

Where a customer requests closure of their Safe Deposit Box account, all outstanding fees*, charges* and other amounts payable* to Kuber Vaults must be settled before the account can be fully closed.

Any applicable deductions* may be made from amounts otherwise refundable to the customer, including the refundable key deposit*, where permitted under the applicable agreement. **

Deductions may include, but are not limited to:

• • Outstanding Safe Deposit Box licence fees*;
  • Late Payment Charges*;
  • Casual Hire Charges*;
  • Technician charges*;
  • Lost or unreturned key charges*;
  • Replacement access credential charges*;
  • Outstanding charges relating to account changes or transfers*; and
  • Any other amount payable* under the customer’s agreement with Kuber Vaults. **

  Closure of an account does not automatically waive any outstanding amount payable*. **

Casual Hire Charge After Renewal Date

If the account closure process is completed after the Safe Deposit Box renewal date, a Casual Hire Charge* may apply for the period during which the Safe Deposit Box remained active beyond the renewal date. **

The charge* may apply even where the customer previously advised Kuber Vaults of their intention to close the account if the required closure process was not fully completed by the renewal date. **

The closure process will generally be considered complete once all applicable requirements have been satisfied, including:

• All contents have been removed from the Safe Deposit Box;
• All issued keys and access credentials have been returned, where applicable;
• All outstanding fees* and charges* have been settled; and
• Required closure documentation and procedures have been completed.

The applicable Casual Hire Charge* must be paid before account closure can be finalised.

Where the amount remains unpaid, Kuber Vaults may deduct the outstanding amount from the refundable key deposit*, where permitted under the applicable agreement, policies, procedures and Terms & Conditions. **

Any remaining balance of the key deposit* will then be processed in accordance with Kuber Vaults’ refund procedure. **

Customer Procedure – Closing an Account

Customers wishing to close an account may be required to:

• Provide the required notice in accordance with the Safe Deposit Box agreement.
• Book an appointment with the relevant Kuber Vaults branch.
• Attend the branch with the required identification and access credentials.
• Remove all contents from the Safe Deposit Box.
• Return all Safe Deposit Box keys and applicable physical access cards.
• Pay all outstanding fees* and charges*.
• Complete applicable closure documentation.

Once all applicable requirements have been completed, Kuber Vaults will process the account closure and any applicable refundable amount. **

2. Lost & Damaged keys to Safe Deposit Box

Customers are responsible for the safekeeping of all keys issued in connection with their Safe Deposit Box.

One Key Lost

Where one key has been lost, the customer must notify Kuber Vaults immediately. **

For security reasons, Kuber Vaults may require the Safe Deposit Box lock to be changed or the customer to be transferred to another Safe Deposit Box. **

Applicable technician charges*, lock replacement charges*, drilling charges*, key replacement charges* or transfer charges* are payable by the customer. **

Both Keys Lost

Where both keys have been lost, access to the Safe Deposit Box may require the attendance of an authorised locksmith or technician. **

Associated costs* may include, but are not limited to:

• Technician charges*;
• Drilling charges*;
• Replacement lock charges*;
• Replacement key charges*;
• New refundable key deposit*; and
• Transfer to a replacement Safe Deposit Box*. **

Customer Procedure – Lost Keys

If one or both keys are lost:

• Contact Kuber Vaults immediately.
• Kuber Vaults may temporarily restrict or suspend access for security purposes.
• The customer will be advised of the applicable procedure and charges*.
• An invoice may be issued for technician services*.
• Payment* may be required before a locksmith or technician appointment is arranged.
• Account holder/s may be required to attend in person with valid identification.
• Once the required security procedure has been completed, access may be restored or a replacement Safe Deposit Box may be allocated, subject to applicable charges*. **

For security purposes, Kuber Vaults reserves the right to determine the appropriate procedure where keys have been lost. **

3. Lost, Deleted or Damaged Access Credentials / Change of Device

Customers are responsible for maintaining access to digital and physical credentials issued or registered in connection with their Kuber Vaults account. **

Fees* may apply where an access credential must be reissued, replaced or reconfigured due to, but not limited to:

• Lost mobile phone;
• Deletion of an access credential;
• Change of mobile device;
• Lost physical access card;
• Damaged physical access card;
• Replacement of a registered credential;
• Re-registration of biometric or digital access; or
• Other customer-requested credential replacement.

Customer Procedure – Access Credential Replacement

The customer may be required to:

• Contact Kuber Vaults;
• Complete applicable identity verification;
• Attend the branch in person where required; and
• Pay the applicable replacement or re-registration fee*.

Kuber Vaults will issue, reconfigure or reactivate the relevant credential once required security checks have been completed. **

For security reasons, access may remain restricted until the replacement process has been completed and applicable charges* have been settled. **

4. Outstanding Amounts Owed to Kuber Vaults or an Affiliated Company

Where a customer has an outstanding amount payable to Kuber Vaults or, where applicable under the customer’s agreement, an affiliated company providing services connected with the account, the customer may be required to settle the outstanding amount within the prescribed timeframe.

Failure to pay an amount when due may result in action permitted under the applicable agreement, including but not limited to:

• Suspension or restriction of services;
• Refusal to process certain account variations;
• Application of Late Payment Charges*;
• Withholding of refunds where permitted;
• Termination of the relevant service or account; and
• Recovery of outstanding amounts*. **

Any termination will be carried out in accordance with the applicable agreement, relevant legal requirements and Terms & Conditions. **

Customer Procedure – Outstanding Payments

Where an amount remains unpaid:

• Kuber Vaults may issue an invoice, reminder or payment notice.
• The customer must arrange payment* by the applicable due date.
• Proof of payment may be requested.
• Further charges* or restrictions may apply where payment remains outstanding.
• Continued non-payment may result in termination or other action in accordance with the applicable Terms & Conditions. **

5. Late Payment Charges

All invoices and recurring account fees* must be paid by their applicable due dates. **

Where payment is not received by the due date, Late Payment Charges* may apply in accordance with the current Kuber Vaults fee schedule and applicable customer agreement. **

Outstanding Late Payment Charges* remain payable even where the original invoice amount is subsequently paid. **

Customer Procedure – Late Payments

Customers should:

• Pay the outstanding invoice* as soon as possible;
• Pay any applicable Late Payment Charge*;
• Provide remittance advice where requested; and
• Contact Kuber Vaults where clarification regarding an outstanding balance is required.

Where an account remains overdue, access or other account services may be restricted in accordance with the applicable agreement and Terms & Conditions. **

6. Account Structure Changes and Variations

Fees and charges may apply where a customer requests a change to the structure, ownership, configuration or details of an existing account.

Account variations may include, but are not limited to:

• Adding or removing an account holder;
• Changing from an individual account to a joint account;
• Changing from a personal account to a company, trust or SMSF account;
• Changing directors, trustees or authorised persons;
• Updating account ownership;
• Changing Safe Deposit Box size;
• Changing the nominated entity;
• Reissuing access credentials;
• Updating documents requiring compliance review; or
• Any other material variation to the account.

Applicable onboarding fees*, administration fees*, compliance charges*, credential fees*, key-related charges*, Safe Deposit Box charges* or other account variation charges* may be payable depending upon the requested change. **

Customer Procedure – Account Changes

Customers requesting an account variation may be required to:

• Email the Kuber Vaults team explaining the requested change.
• Provide applicable supporting documentation.
• Provide updated identification and proof of address.
• Attend the branch in person where required.
• Complete new or amended account documentation.
• Pay applicable administration fees*, onboarding fees*, access credential fees* or other charges*.
• Complete additional compliance or security verification required by Kuber Vaults.

No account variation will take effect until it has been reviewed and approved by Kuber Vaults and applicable charges* have been settled. **

7. Transfer Between Kuber Vaults Branches

Customers requesting to transfer their Safe Deposit Box service from one Kuber Vaults branch to another may be required to complete a new account setup or transfer procedure.

All applicable charges* associated with the transfer are payable by the customer. **

These may include, but are not limited to:

• Account administration fees*;
• Onboarding fees*;
• Access credential fees*;
• New key deposit*;
• Safe Deposit Box licence fee differences*;
• Locksmith or technician charges*, where applicable;
• Account variation charges*; and
• Other applicable branch transfer charges*.

Transfers are subject to Safe Deposit Box availability at the requested branch. **

Customer Procedure – Branch Transfer

• Contact Kuber Vaults and advise your current and preferred branch.
• Kuber Vaults will check Safe Deposit Box availability at the requested location.
• The customer will be advised of applicable fees*, charges* and documentation requirements.
• All outstanding amounts*, fees* and charges* on the existing account must be settled.
• The customer may be required to attend both the existing and new branch.
• Existing keys and credentials may need to be returned.
• New documentation, keys and access credentials may be issued, subject to applicable charges*.
• The transfer will be completed once applicable fees*, charges*, compliance requirements and documentation have been finalised. **

A branch transfer is not guaranteed and remains subject to availability and payment of applicable charges*. **

Important Customer Information

To protect the security of customers and Safe Deposit Boxes:

• Fees and charges must be paid before certain services or account changes can be processed.
• Kuber Vaults may require account holders to attend in person for security-sensitive requests.
• Valid identification and supporting documentation may be required.
• Access may be temporarily restricted where keys or credentials are lost or account security is affected.
• Fees and charges may change from time to time in accordance with the applicable agreement and published fee schedule.
• Customers remain responsible for outstanding amounts associated with their account.

Need Assistance?

If you are unsure which policy, procedure, fee or charge applies to your account, please contact the Kuber Vaults team before attending a branch.

Email: info@kubervaults.com.au
Phone: 02 9157 0210

Our team will provide information regarding the applicable procedure, documentation requirements and charges based on the individual account.

Kuber Vaults
 Safety • Security • Prosperity

Important

This policy must be read in conjunction with the Kuber Vaults Terms & Conditions, applicable Safe Deposit Box Licence Agreement and current fee schedule.

* Charges payable as applicable. Fees and charges will be advised based on the service, transaction, account change or procedure required.

** Terms & Conditions apply.