Electronic Services Terms and Conditions

The use of Zag Bank’s Electronic Services (our website zagbank.ca, Zag Online, Zag Mobile and Client Services) is subject to the terms and conditions (“Agreement”) outlined below. We may change the Agreement at any time without prior notice and any new offering on our Electronic Services will automatically be subject to this Agreement unless otherwise specified. Zag’s various services may be subject to additional Agreements.

If you have any questions regarding this Agreement, please contact us at 1-844-ZAG-BANK (1-844-924-2265) and one of our Client Services Representatives will be happy to talk with you. 

By using our Electronic Services, you acknowledge and agree to be bound by this Agreement.


Zag/we/our refers to Zag Bank.

Business Days are Mondays, Tuesdays, Wednesdays, Thursdays and Fridays unless they are also a statutory holiday.

Non-Business Days are Saturdays, Sundays and statutory holidays.

Client Services refers to our telephone Client Services Centre at 1-844-ZAG-BANK (1-844-924-2265).

Credentials include your User ID, password, security questions and any additional security information that you must provide in order to confirm your identity when using any of our Electronic Services.

Electronic Device refers to any internet-enabled device used to access our Electronic Services. These include personal computer, telephone, cell phone, smartphone, mobile device, wireless device or tablet.

Electronic Services include our website, Zag Online, Zag Mobile application and Client Services.

Services refer to the services, functionality and features that Zag offers (see ‘Electronic Services’ above).

Zag Mobile refers to our downloadable, proprietary mobile banking application for use on smartphones, phones or tablets.

Zag Online refers to our online banking services at zagbank.ca that can be accessed via web browser from any internet-enabled device (see ‘Electronic Device’ above).

The Basics

Zag offers a wide range of banking and financial services that you can access through Zag Online and Zag Mobile. Access to our Electronic Services is free of charge but you will need to obtain Credentials from Zag in order to use certain features and functionalities. (Please see the Your Credentials section below).

You are responsible for any fees charged by your Internet provider, mobile service provider or data provider to access and use our Electronic Services via the web, phone or cell phone networks.

Your Credentials

To access and use certain features and Services through our Electronic Services, you will be required to obtain Credentials from Zag, which consist of the use of one or more of the following:

  • User ID
  • Password
  • Security Questions
  • Other security information required by Zag 

There are some elements of the Credentials that you can create or select yourself, but you will need to follow the guidelines in the Your Responsibilities section provided below.

Zag uses Credentials:

  • as a way to personalize your experience;
  • to show you your account information when logged into Electronic Services;
  • to protect your personal and confidential information (learn more about our Privacy and Security Policy here); 
  • as your legal signature when you give instructions to Zag via our Electronic Services.

When you use your Credentials, you agree that all actions taken by you (such as clicking “OK”, “Next”, “Continue” or “Approve”) on any of Zag’s Electronic Services are the legal equivalent of your written consent to Zag.

Zag will be under no obligation to confirm the actual identity or authority of the person using Credentials.

You are not responsible for any unauthorized use of your Credentials occurring once you have notified Zag by phone at 1-844-ZAG-BANK (1-844-924-2265). For more details, please refer to the Your Responsibilities section provided below.

Your Responsibilities

Zag will adhere to the highest security measures on our sites and applications and take every precaution to protect your privacy and your confidential information. Please refer to Privacy and Security Policy at zagbank.ca for details. You are also responsible for protecting the confidentiality of your Credentials.  You will choose Credentials that: 

  • do not include information someone could know about you (such as your birth date, phone number, social insurance number or address)
  • could be easily guessed (such as your postal code, family birthdays or names of pets)

In addition to these responsibilities, you agree that you:

  • will choose a unique password that is not used for other sites or services
  • will keep your Credentials safe and secure
  • will not disclose your Credentials to anyone
  • will not keep any written records of your Credentials
  • will take all necessary steps to keep your Credentials confidential such as shielding your Electronic Device when entering your password and speaking quietly and privately on the phone with our Client Services Representatives

Please refer to Privacy and Security at zagbank.ca for more details.

Call us at 1-888-ZAG-BANK (1-844-924-2265) immediately if any of your Credentials have been stolen, misused or may have become known to another person. 

You will not be responsible for any unauthorized use of your Credentials after notifying us by phone and speaking with a Client Services Representative.

Securely Connecting to Zag

Electronic Devices that you use to access our Electronic Services may be vulnerable to viruses or online attacks designed to intercept or alter information, including your confidential information. To protect yourself, you must take all reasonable precautions, including:

  • ensuring that any Electronic Device you use to access our Electronic Services has an up-to-date anti-virus program, anti-spyware program and, if applicable, a firewall
  • logging out before closing the Electronic Services to prevent unauthorized access to your information

A Special Note on Email Security

Zag offers private and secure messaging through our website, Zag Online and Zag Mobile. By selecting the message icon, you can ask questions, read responses and view the message history from our Client Services Representatives about your account without any risk to your security.

Zag does not have control over the privacy of your email communications with us through your personal email service (such as Gmail, Rogers, Yahoo, etc.). We strongly recommend that you do not include private or sensitive information (such as account numbers, passwords, balances, etc.) in your emails to us using your personal email services. Zag will not be responsible for any damages you may suffer if you send confidential or sensitive information to us through your personal email services.

Limitation of Liability

We consider the information provided in our Electronic Services to be reliable when posted. However, there can be some exceptions. For example, there could be a time lag between when we post a new rate and when it appears on the website. For this reason, Zag cannot guarantee that all the information displayed on the website or mobile application is accurate, complete or current at all times. For the most current information, please contact us at 1-844-ZAG-BANK (1-844-924-2265).

Zag is not responsible for the consequences of any inaccurate information or for any damage sustained as a result of using such information. Zag can change, withdraw or terminate this information at any time without notice.

Zag is not responsible and will not be liable to you for: 

  • any damages arising out of or in connection with our Electronic Services; 
  • any damages that you sustain when transmitting or receiving confidential or sensitive information in connection with Zag Bank; 
  • your ability or inability to access or use Electronic Services; 
  • any action or decision made by you in relation to the Electronic Services; 
  • any errors in or omissions from the Electronic Services; 
  • any damage sustained by your Electronic Device or any loss of data that may result when downloading material; 
  • any unauthorized use or reproduction of the Electronic Services.

The information contained in our Electronic Services is not intended to provide specific legal, accounting, financial, or tax advice and should not be relied upon in that regard.


You may terminate your relationship with Zag at any time by calling 1-844-ZAG-BANK (1-844-924-2265). Upon your request for termination, your Credentials and any personalized content made available via our Electronic Services will be deleted within 5 years. We keep your Credentials and access to certain areas of the site and application so you can print out all of your statements and any available tax documents.

Please note that tax forms for that tax year will be mailed during the first three (3) months of the following year, so you will need to get in touch with us at 1-844-ZAG-BANK (1-844-924-2265) if you change your mailing address after you close your account.

Zag will inform you of the cancellation terms, conditions and fees (if any) of the various services to which you have subscribed with Zag.

Zag may terminate your access to our Electronic Services and delete or relocate any content made available via our Electronic Services without advance notice. This may be done for any reason, including any suspected or confirmed illegal or unlawful behaviour, lack of use or in situations where Zag has good reason to believe that you have violated any term, condition or agreement between you and Zag. Zag will not be liable to you or to any third party for the termination of your Credentials or access privileges.

Disputes and Problems

If you have any issue with your account(s) or Services or to learn more about our dispute settlement procedure, please get in touch with us at 1-844-ZAG-BANK (1-844-924-2265). One of our Client Services Representatives will be happy to assist you.


All information on Zag’s Electronic Services is protected by copyright, including the content, text, information, images and videos. Content can only be used or reproduced for your own personal use. You cannot redistribute, reproduce, republish, store in any medium, retransmit or modify the information on our Electronic Services for commercial purposes without the written permission of Zag Bank or make public use thereof without crediting the source.


All trademarks and logos (including certain names, words, titles, drawings, illustrations and icons) appearing on Zag’s Electronic Services are trademarks or registered trademarks of Zag or third parties. Any use of these trademarks is strictly forbidden without the owner's written authorization. Any unauthorized downloading, retransmission or other copying or modification of trademarks and/or site content may be a violation of federal or other laws applying to trademarks and/or copyrights and could subject the copier to legal action.


Zag grants you a non-exclusive and non-transferable licence for its Electronic Services. This licence authorizes you to use the Electronic Services for the purpose of accessing any Service, feature, functionality, content and/or information made available by Zag using an Electronic Device. Zag has no obligation to provide any training, maintenance or other assistance for the Electronic Services. Any attempt whatsoever to hack, breach, modify or otherwise access the source code or to breach any security feature of the Electronic Services may result in immediate termination and legal action.

Links to Third-Party Sites

Zag’s Electronic Services include images of and links to third-party sites. The linked sites are not under the control of Zag and Zag is not responsible for the content of any linked site. Zag provides these links only for your convenience. The inclusion of a link does not imply endorsement of the linked site by Zag. Zag will not be responsible for any losses suffered in visiting these sites.


Zag Bank’s website will be governed by and construed in accordance with the applicable laws of Canada.

Transaction Posting

Zag’s Electronic Services are available 24 hours a day and 7 days a week (excluding our Client Services Centre). Any transaction between Zag accounts will be posted on the same Business Day. If you complete a transaction on a non-business day, it will be posted to your account on the next Business Day. Transactions between Zag and another bank or Financial Institution will typically appear in your account within three (3) business days.

Fees and Limits

Transactions you complete though our Electronic Services may be subject to fees from Zag or its partners and/or subsidiaries. Zag will notify you of the nature of the fees that you will be charged either during the transaction or in the Product Agreement, giving you the option to complete the transaction or not. We do not have any control over third-party fees.

Fees may change at any time. By confirming a transaction through our Electronic Services, you accept these fees and authorize Zag to deduct said fees from your account(s). Some transactions may also be subject to daily withdrawal limits. If you would like to review and change your withdrawal limits, please contact Client Services at 1-844-ZAG-BANK (1-844-924-2265) and speak with a Zag Representative. Our fees and limits are detailed at zagbank.ca.

Transaction Confirmation

You will receive a confirmation number as proof that the transaction you initiated via Zag’s Electronic Services was accepted and recorded. You can use this confirmation number as a reference when speaking with Client Services about your transaction details. You can view the full details of your transaction on your Account Details page in Online Banking or Mobile Banking.

Alerts/Heads Up Services

Zag Bank offers notifications at no charge for some of our Electronic Services in the Heads Up section of Zag Online and Zag Mobile. You are able to voluntarily subscribe to or unsubscribe from all general alerts in the Heads Up area of Zag Online and Zag Mobile. Zag may also send system and security notifications within the Heads Up area of Zag Online and Zag Mobile as a courtesy to you. You cannot unsubscribe for system and security notifications.

Zag is not responsible for fees levied by your service providers, so we recommend that you check with your Internet and/or mobile services provider to determine if they charge for incoming email, text messages and SMS or push notifications. Zag is also not responsible for any message transmission or delivery error made by your mobile or Internet service provider.

Bank to Bank Transfers

Funds transferred between Zag and another Bank or Financial Institution may be subject to an administrative hold of three (3) business days.

SnapCheque Deposit

Zag’s Electronic Cheque Deposit Service is only available through Zag Mobile at this time.

SnapCheque allows you to make deposits to your account(s) by taking a picture of the front and back of cheques (“Images”) with an Electronic Device and sending the Images and associated deposit information to us via Zag Mobile.

You can only deposit cheques via SnapCheque while you are physically located in Canada and via Canadian devices and networks.

You acknowledge that Zag will not be liable for any losses or liabilities that you may suffer as a result of your use of the SnapCheque service, including if the feature is not available for any reason or if Zag chooses to refuse a SnapCheque for any reason.

Deposit Types

You may Image (photograph) and deposit any of these original, paper items (“Cheques”) issued by a bank located in Canada and payable in Canadian currency:

  • cheques

You may not Image (photograph) and deposit any of the following:

  1. Cheques that are not made payable to you directly or that have been endorsed over to you.
  2. Cheques that have been altered, or which you know or suspect, are fraudulent.
  3. Cheques drawn on a financial institution located outside Canada.
  4. Photocopies, PDFs or other printouts of Cheques.
  5. Post-dated or stale-dated Cheques.
  6. Cheques that have already been deposited through SnapCheque or to another Financial Institution.

Zag reserves the right to reject any Cheque transmitted via SnapCheque, at our discretion. You will be responsible for any fees, chargebacks, overdraft charges or other charges that may arise from the refusal of the Cheques.

SnapCheque Holds and Processing Times

The SnapCheque service is available 24/7. You will see your SnapCheque deposit in your account’s balance as soon as we have received the image(s) for the Cheque but it may be held in accordance with Zag’s hold policy or restricted based on your account access limits. Any funds that are held will show in your Account Balance but will not show in your Available Balance.

Retaining Originals

You agree to retain Cheques deposited via SnapCheque for at least five (5) Business Days from the date of deposit in case we ask you to re-transmit an image.

Mobile Services

The terms and services of Zag’s Electronic Services extend to both Zag Online and our Zag Mobile application. However, the Zag Mobile application has additional terms as follows:

  1. You must be enrolled with Zag Electronic Services and have set up your Credentials in order to use Zag Mobile.
  2. Our Mobile Banking application supports Apple® and Android™ applications on smartphones and tablets and Touch and Base mobile banking browser. 
  3. Some Zag Mobile features may not be available on certain devices.
  4. Zag Mobile is a streamlined version of our Zag Online site and does not include all of the Services, features, functionalities, content or information found on Zag Online.
  5. You are responsible for any fees charged by a service provider that you might incur by accessing Zag Online and Zag Mobile.