Account Closure & Dormancy Terms

These Account Closure & Dormancy Terms explain how your Sinder Travel Card, associated account and Sinder App access can be closed, when an account may be treat

Version 2.0.0 · Effective 2026-06-15

Last updated: 15 June 2026

These Account Closure & Dormancy Terms explain how your Sinder Travel Card, associated account and Sinder App access can be closed, when an account may be treated as inactive or dormant, and what happens to any remaining balance.

The Card and underlying account are issued and provided by Ruya Community Islamic Bank LLC ("ruya"). Sinder Fintech Computer Systems & Communication Equipment Software Design L.L.C ("Sinder") operates the Sinder App and supports closure requests through the app/interface.

1. Relationship with other terms

These terms should be read together with:

the Sinder Travel Card & Wallet Terms (Cardholder Agreement);
the Sinder General Terms of Use;
the Sinder FX & Fees Disclosure;
the Sinder Privacy Policy; and
any other applicable Product Terms.

If there is a conflict about operation of the ruya-issued Card or account, the Cardholder Agreement applies to that issue.

2. Key terms

In these terms:

"Account" means the underlying account or ledger held by ruya or on ruya's behalf that supports your Card.
"Card" means the Sinder Travel Card issued by ruya.
"Closure" means the process of closing your Card, associated account and related app access.
"Inactive" means there has been no qualifying customer-initiated activity for a period determined by applicable law, regulatory requirements, issuer requirements or compliance/risk controls.
"Dormant" means the account is subject to additional handling because of prolonged inactivity.

3. Closing your account by request

You may request closure through the Sinder App or by contacting support@sinder.ae.

Before closure can be completed:

there must be no outstanding disputes, investigations or legal holds that require the account to remain open;
any negative balance or unpaid amount must be repaid;
any remaining positive balance must be returned, transferred or otherwise handled subject to identification, compliance checks and applicable law; and
you may need to provide additional information or documents.

Sinder may support the closure request through the app/interface. Account and Card closure is ultimately linked to the ruya-issued Card/account.

4. Closure or restriction by Sinder or ruya

Your Card, account or Sinder App access may be closed, suspended, restricted or blocked where required or permitted by:

applicable law or regulatory requirements;
card scheme rules;
issuer requirements;
compliance/risk controls;
fraud, AML/CFT, sanctions or security concerns;
breach of Product Terms or Sinder Terms;
abusive or threatening behaviour;
discontinuation of the programme or relevant product; or
termination or material change of a key partner relationship.

Where legally permitted and reasonably practicable, you will be given notice of planned closure. In urgent or high-risk cases, closure or blocking may happen immediately.

5. Effect of closure

After closure:

your Card will be cancelled and you must stop using it;
card-on-file and recurring payments may fail;
app access to account/Card features may end or become view-only for a limited time where supported;
unused benefits may be forfeited under the Benefits Terms; and
remaining balances will be handled under Section 7.

You are responsible for updating merchants, employers and service providers with any new payment arrangements.

6. Inactivity and dormancy

An account may be treated as inactive or dormant if there has been no customer-initiated activity for a prolonged period, such as no card payments, ATM withdrawals, transfers, funding or other activity showing active use.

System corrections, regulatory actions, reversals, refunds or compliance actions may occur during inactivity and may not count as customer-initiated activity.

No inactivity fee is charged for Phase 1.

Dormancy or inactivity may still result in:

reminders or notices where contact details are valid and law permits;
temporary restrictions on transactions;
additional identity, KYC, AML/CFT or sanctions checks before reactivation; and
balance handling in accordance with applicable law, regulatory requirements, issuer requirements or compliance/risk controls.

7. Handling balances

If your account has a positive balance at closure or dormancy handling, the balance may be returned to you subject to:

proof of identity;
verification of a receiving account in your name;
compliance checks, including AML/CFT and sanctions checks;
deductions for any lawful outstanding amounts;
applicable law and regulatory requirements.

Refunds are generally made in AED unless another method is approved and permitted. FX conversion may apply where required.

If your account has a negative balance, you remain responsible for repaying it. Available or incoming funds may be used to offset the negative balance, subject to applicable law.

If you cannot be contacted or balances remain unclaimed, remaining funds may be handled as required by applicable law and regulatory requirements.

8. Reactivation

You may request reactivation through the Sinder App or by contacting support@sinder.ae. Reactivation may require:

updated identification or KYC information;
additional questions about source of funds or intended use;
acceptance of current Product Terms; and
completion of compliance/risk controls.

Reactivation is not guaranteed. Closure and refund may be required instead.

9. Death, incapacity and legal representatives

If a Cardholder dies or becomes legally incapacitated, a family member, legal representative or executor should notify Sinder at support@sinder.ae or through the Sinder App.

The Card/account may be frozen to prevent further activity other than transactions already authorised or legally required. Official documentation may be requested, such as death certificates, court orders, probate documents or guardianship papers.

Any distribution of remaining funds will be determined by applicable law, court orders and required documentation, not by Sinder or ruya alone.

10. Complaints

If you have a complaint about closure, dormancy, reactivation or balance handling, contact Sinder through the Help & Support section of the Sinder App or by email at support@sinder.ae.

Sinder may triage, support and route complaints to ruya as issuer/account provider where the issue relates to the ruya-issued account or Card.

11. Changes

These terms may be updated from time to time to reflect changes in law, regulatory requirements, issuer requirements, app functionality or product operations.

Where required, notice of material changes will be provided through the Sinder App, email or another appropriate channel.