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Chatting and calling with ING: terms and conditions of use

If you use our "Chat with ING” or “Call me now” services then you automatically agree with our terms and conditions of use.

"Chat with ING” or “Call me now” services
Chat with ING

The term "chat" means to talk and by extension to communicate back and forth by typing messages in real-time and online. Using the "Chat" facility, a user can ask questions online in real-time. The questions are immediately answered online and in real-time by an ING Belgium staff member.

Call me now

A user can provide their telephone number using the "Call me now" service. After the telephone number has been sent to ING Belgium, a colleague at ING Belgium will immediately call the user on that number.

Using the "Chat with ING" service

The user asks their question by typing it into the chat window and then pressing "Enter". Our reply will appear in the chat window.

The "Chat with ING" service can only commence after the invitation by ING Belgium has been accepted. This invitation is displayed at various times on a number of web pages on the ING Belgium website. The user can start a chat session by clicking on the “Chat with ING” button in the invitation. The user can end the chat session at any time by simply closing the chat window.

The "Chat with ING" service is available, at the invitation of ING Belgium, from Monday to Friday from 8 a.m. to 10 p.m. and on Saturday from 9 a.m. to 5 p.m.

The internet user remains anonymous when using the "Chat with ING" service. A chat session can be started without any personal details being given.*

The ING Belgium website uses cookies to make your visit more enjoyable.

Confidentiality and security

The content of chat conversations will not be published by ING Belgium. ING Belgium may make use of the chat conversations for training purposes. In such cases, transcripts of the chat conversations will be kept for a maximum period of 3 months.

During a chat conversation ING will never ask for the security code of your bank card, your account number, your Home’Bank or Business’Bank password or the "Response" codes of your ING Card Reader.

The web page where the chat conversation takes place is hosted on www.ing.be. The internet user is recommended to verify the web address and security certificate at the beginning of the conversation. This is done by clicking on the padlock next to the web address and then selecting "View certificates". A certificate has been granted to "www.ing.be" for the "Chat with ING" service.

Using the "Call me now" service

The "Call me now" service can only commence after the invitation by ING Belgium has been accepted. This invitation is displayed at various times on a number of web pages on the ING Belgium website. The user can ask to be called by clicking on the "Call me now" button in the invitation and the customer's telephone number is sent through to ING Belgium.

The "Call me now" service is available, at the invitation of ING Belgium, from Monday to Friday from 8 a.m. to 10 p.m. and on Saturdays from 9 a.m. to 5 p.m., on the condition that ING staff members are available.**

Confidentiality and security

During a telephone conversation ING will never ask for the security code of your bank card, your account number, your Home’Bank or Business’Bank password or the "Response" codes of your ING Card Reader.

The web page of the "Call me now" service is hosted on www.ing.be. The internet user is recommended to verify the web address and security certificate. This is done by clicking on the padlock next to the web address and then selecting "View certificates". A certificate has been granted to "www.ing.be" for the "Call me now" service.

Information provided by ING Belgium

The information provided in the "Chat with ING" and "Call me now" services by ING Belgium and in particular the answers to questions asked by the users of the service, can never be regarded as offers or advice. They represent no more than basic outlines and assessment guidelines for the users of the "Chat with ING" and "Call me now" services. The user must always assess them in the light of their own situation.

The details are provided purely for information purposes. No guarantee is provided as regards the accuracy and completeness of the information that is provided by the "Chat with ING" and "Call me now" services.With the exception of gross or intentional negligence, neither ING Belgium nor its employees may be held liable for any direct or indirect damages the internet user or any other person may suffer as a result of their use of the "Chat with ING" or "Call me now" services or the inability to make use of the service, for any reason whatsoever.

The information provided in the "Chat with ING" and "Call me now" services does not abrogate the user from seeking specialist advice from qualified advisers, in order to take into account the individual's own personal situation.

The user of the "Chat with ING" and "Call me now" services remains exclusively and fully responsible for the use they make of the information and the consequences of their decisions, except in the case of gross and intentional negligence of ING Belgium and without prejudice to the applicable legislation.

The user of the "Chat with ING" and "Call me now" services can visit any branch of ING Belgium for all additional information and may also request a personalised offer. Any offer is subject to the prior acceptance of the individual's file by ING Belgium or, with regards to insurance, the acceptance of the insurance company concerned. The user of the "Chat with ING" and "Call me now" services of ING Belgium is of course free to accept or reject any offer made to them by ING Belgium.

Liability for use of the "Chat with ING" and "Call me now" services

Without prejudice to additional reimbursement of damages, ING Belgium retains the right, at any time and without prior notification, to temporarily or permanently deny access to the "Chat with ING" and "Call me now" services and to all or a part of other pages of the ING Belgium website for any internet user who does not comply with these terms and conditions of use.

With the exception of gross or intentional negligence on its part, neither ING Belgium nor its employees may be held liable for the content of messages sent or communicated over the "Chat with ING" and "Call me now" services.

Subject to the same condition, neither ING Belgium nor their employees can be held liable for technical problems of whatever nature that occur during the use of the "Chat with ING" and "Call me now" services, whether these problems are with ING or the user of the service and/or a third party (particularly due to a fault with the internet, communication or connection problems) that may result in an interruption to the "Chat with ING" and/or "Call me now" services, or in the organisation thereof, or in a change to or loss of details of the user of the service.

Application of the Terms and Conditions of Use

These terms and conditions of use for the "Chat with ING" and “Call me now” services form an integral part of the terms and conditions for the use of the ING Belgium website that apply fully to the "Chat with ING" and "Call me now" services.

These general terms and conditions for the "Chat with ING" and "Call me now" services may, in certain circumstances, contain deviations from the website terms and conditions of ING Belgium and take precedence over the latter, on the understanding that the other stipulations of the website terms and conditions of ING Belgium, which are not expressly deviated from, remain fully applicable.

These terms and conditions of use apply to sessions during which the internet user makes use of the "Chat with ING" and/or "Call me now" services. ING Belgium retains the right to amend these terms and conditions of use at any time, with internet users being informed of these changes via the ING Belgium website. The terms and conditions of use that apply during the entire session in which the internet user makes use of the "Chat with ING" and/or "Call me now" service, are, in all cases, the terms and conditions of use that are stated on the website of ING Belgium when the internet user logs onto the website.

Should one or more conditions of these terms and conditions of use become null and void, this will have no effect on the validity, remit and binding character of the other remaining conditions.

The stipulations of these general terms and conditions apply without prejudice to the legal or regulatory, mandatory or public regulations.


*The purpose of the "Chat with ING" service is to enable information to be obtained regarding ING Belgium products, services and web pages. A user is not permitted to make use of the "Chat with ING" service to request transactions to be carried out (for example payment transactions), to obtain personalised advice or to inform the bank of subscribing to a product or service. The internet user is not permitted to make use of the "Chat with ING" service for unauthorised purposes, contraventions of public order and public decency or for purposes that are clearly unsuitable and, in such cases, the internet user is solely and fully liable for their actions. With the exception of gross or intentional negligence, ING Belgium and its employees may not be held liable for any direct or indirect damages the internet user or any other person may suffer as a result of their use of the "Chat with ING" service or the inability to make use of the service, for any reason whatsoever. ING Belgium can, at any point and without prior notice, terminate a topic of conversation on the "Chat with ING" service and remove these from all related messages.

**The purpose of the "Call me now" service is to enable information to be obtained regarding ING Belgium products, services and web pages. A user is not permitted to make use of the "Call me now" service to request transactions to be carried out (for example payment transactions), to obtain personalised advice or to inform the bank of subscribing to a product or service.

Copyright © December 2017 ING Belgium – All rights reserved. Reproduction or dissemination is prohibited without the prior written permission of ING Belgium.

ING Belgium S.A./nv – Bank – Head Office: Avenue Marnix/Marnixlaan 24, B-1000 Brussels – Brussels Register of Companies – VAT BE 0403.200.393 – info@ing.be – BIC: BBRUBEBB – IBAN: BE45 3109 1560 2789. Insurance broker registered with the FSMA under No. 12381A.