What does ZKB cover?
Zürcher Kantonalbank (ZKB Visa Debit, digital banking services, ZKB TWINT; credit cards via Viseca) (Bank): we read no business products and no private products, plus 4 rules on refunds.
As of
On this page
When do you get your money back?
This is how the terms of ZKB deal with misuse of a card, account or app.
The bank first: private products pay only what the bank or card issuer does not cover (Mobiliar at most 3 events per year; Zurich only after the bank’s written refusal). Block the card immediately and file a report. Haushalt- und Gebäudeversicherung, Kundeninformationen und Allgemeine Bedingungen (Hausrat, Wertsachen, Privathaftpflicht, Gebäude, Haustiere, Cyberversicherung, Vertragsrechtsschutz), Ausgabe 04.2025, Art. B Ziff. 5, PDF-S. 42Where does it say so?
«Versichert sind maximal 3 Schadenereignisse pro Versicherungsjahr.»
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unauthorised payment, card stolen/lost
Deadline: 30 days Deductible: not stated
The rule in full
ZKB Visa Debit: the bank covers losses from misuse by third parties (including counterfeiting) if the provisions were complied with in all respects, there is no fault and the dispute was made in time. Anyone who disputes too late (later than 30 days after the account statement, form within 10 days) loses any claim. If neither the bank nor the customer breached their obligations, the loss is borne by the party in whose sphere of influence the misuse occurred. ZKB credit cards are issued by Viseca; the Viseca T&C apply to them.
Where does it say so? (unauthorised payment, card stolen/lost)
Bestimmungen zur ZKB Visa Debit Card, Ausgabe Juni 2026, Ziff. 12 Schadenübernahme
«Bei verspäteter Einreichung von Beanstandungen hat die kartenberechtigte Person weder einen Anspruch auf Bearbeitung der Beanstandungen noch auf eine Schadensübernahme durch die Bank.»
Open document: Bestimmungen zur ZKB Visa Debit Card (opens in a new window), retrieved 06.11.2026
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e-banking takeover by third parties
Deadline: not stated Deductible: not stated
The rule in full
The customer bears the loss if their means of authentication are misused (unlawful access, fraud) and they have breached their duties of care, e.g. responded to phishing e-mails, saved the password or neglected updates and antivirus (section 4). If neither the bank nor the user breached obligations, the loss is borne by the party in whose sphere of influence the misuse occurred. The device is outside the bank’s control (section 7.3).
Where does it say so? (e-banking takeover by third parties)
Besondere Bestimmungen für Digitale Bankdienstleistungen der Zürcher Kantonalbank, Januar 2025, Ziff. 7.1 und 7.2 Risiken
«Haben weder die Bank noch der Benutzer ihre Sorgfaltspflichten verletzt, trägt den Schaden derjenige, in dessen Einflussbereich sich der Missbrauch oder der Betrug zugetragen hat.»
Open document: Besondere Bestimmungen für Digitale Bankdienstleistungen der Zürcher Kantonalbank (opens in a new window), retrieved 06.11.2026
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payment approved by the customer (3-D Secure approval after phishing, code passed on, investment fraud, love scam)
Deadline: not stated Deductible: not stated
The rule in full
E-banking: anyone who does not check the data displayed when confirming a transaction and confirms anyway bears the loss (sections 5 and 7.1 b).
Where does it say so? (payment approved by the customer (3-D Secure approval after phishing, code passed on, investment fraud, love scam))
Besondere Bestimmungen für Digitale Bankdienstleistungen der Zürcher Kantonalbank, Januar 2025, Ziff. 7.1 Bst. b
«im Falle der Verletzung der Prüfpflichten beim Erteilen der Transaktionsbestätigung gemäss Ziff. 5»
Open document: Besondere Bestimmungen für Digitale Bankdienstleistungen der Zürcher Kantonalbank (opens in a new window), retrieved 06.11.2026
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TWINT misuse / TWINT fraud with classified ads
Deadline: 30 days Deductible: not stated
The rule in full
ZKB TWINT: payments made via TWINT are binding and can neither be revoked nor cancelled. The bank is not liable for goods and services paid for; claims are to be made against the merchant. Dispute no later than 30 days after execution, after which all claims lapse (section 6.4). The customer bears the consequences of misuse via biometric login (section 16).
Where does it say so? (TWINT misuse / TWINT fraud with classified ads)
Nutzungsbedingungen für ZKB TWINT, Ausgabe November 2026, Ziff. 1 Gegenstand (Frist Ziff. 6.4)
«Über TWINT in Auftrag gegebene Zahlungen sind für den Kunden und für die Bank verbindlich und können nicht widerrufen oder storniert werden.»
Open document: Nutzungsbedingungen für ZKB TWINT (opens in a new window), retrieved 06.11.2026
Overview based on public policy terms, as of 06.11.2026. Only your policy and its general terms and conditions (GTC) are binding. No confirmation of cover.