Effective Date: 04th February 2022
Thank you for showing interest in RapiPay Fintech Private Limited. We value the trust you place in us. We are committed to protecting your privacy. This Privacy Policy explains how we collect, use and share your personal information. This Privacy Notice applies to your use of our website, and/or Services, and covers information collected in connection with your access to and use of our website and/or Services. Please read this Privacy Notice carefully. By continuing to interact with us, you are consenting to the practices described in this Privacy Policy. If you do not agree to the terms of this Privacy Policy, please do not use or access our Website and/ or Services.
Our Privacy Policy is subject to change from time to time without notice and it is strongly recommended that you periodically review our Privacy Policy as available on the Application/Website.
We collect or receive information you provide when you apply, use or sign up for/on a RapiPay AEPS/MATM/POS/QR/PG/Acquiring or other Services, go through our identity or account verification process, authenticate into your account, communicate with us, answer our surveys, upload content, or otherwise use the Services.
We collect or receive information about you when you use our AEPS/MATM//POS/QR/PG/Acquiring and/or Services, including:
We collect or receive information about you and the devices you use to access the PoS and/or Services, such as your computer, mobile phone, or tablet. The information that we collect or receive includes:
We only collect and use such information from you that we consider necessary for achieving a seamless, efficient and safe experience, customized to your needs and use the personal information to provide products to you, enhance the operation of the Application/ Website, improve our marketing and promotional efforts, analyse Application/ Website use, improve our product offerings, to personalise your experience and to provide you a better experience.
We may use information about you in the following ways, including:
Processing or recording payment transactions or money transfers; Otherwise providing you with the RapiPay products and features you choose to use; Displaying your historical transaction or appointment information; Providing, maintaining and improving our Services; Developing new products and services; Delivering the information and support you request, including technical notices, security alerts, and support and administrative messages including to resolve disputes, collect fees, and provide assistance for problems with our Services or your RapiPay account; Improving, personalizing, and facilitating your use of our Services; Measuring, tracking, and analyzing trends and usage in connection with your use or the performance of our Services
Sending you information we think you may find useful or which you have requested from us about our products and services;
Conducting surveys and collecting feedback about our Services.
Investigating, detecting, preventing, or reporting fraud, misrepresentations, security breaches or incidents, other potentially prohibited or illegal activities, or to otherwise help protect your account, including to dispute chargebacks on your behalf;
Protecting our, our customers', or your customers' rights or property, or the security or integrity of our Services;
Enforcing our Terms of Use or other applicable agreements or policies;
Verifying your identity (e.g., through government-issued identification numbers);
Complying with any applicable laws or regulations, or in response to lawful requests for information from the government or through legal process;
Fulfilling any other purpose disclosed to you in connection with our Services;
Contacting you to resolve disputes, collect fees, and provide assistance with our Services.
Communicating with you about opportunities, products, services, contests, promotions, discounts, incentives, surveys, and rewards offered by us and select partners;
If we send you marketing emails, each email will contain instructions permitting you to "opt out" of receiving future marketing or other communications.
For any other purpose disclosed to you in connection with our Services from time to time.
Any information that you provide directly to a third-party merchant, website or application is not covered by this privacy notice. We are not responsible for the privacy or security practices of merchants or other third parties with whom you choose to share your personal information directly. We encourage you to review the privacy policies of any third party with whom you choose to share your personal information directly
We may share information as per terms of this Privacy Policy, however we shall endeavor that such use of information does not create hindrance on your use of our application/services. We do not share your personal information with third parties other than as follows:
"Others working for us." We use certain trusted third parties to provide, maintain, and improve our Services, including service providers who access information about you to perform services on our behalf (e.g., fraud prevention, identity verification, and fee collection services), as well as financial institutions, payment networks, payment card associations, credit bureaus, partners providing services on RapiPay behalf, and other entities in connection with the Services.
With third parties; to help us provide, improve, protect, and promote our application (such as third-party analytics tools to help us measure traffic and usage trends for our application). These third parties will access your information only to perform tasks on our behalf and in compliance with this Privacy Policy.
With our Affiliates; With our group companies and corporate affiliates, for the purposes outlined herein.
"Business Transfers and Corporate Mergers." To a subsequent owner, co-owner, or operator of one or more of the Services; or
In connection with (including, without limitation, during the negotiation or due diligence process of) a corporate merger, consolidation, or restructuring; the sale of substantially all of our stock and/or assets; financing, acquisition, divestiture, or dissolution of all or a portion of our business; or other corporate change.
"Generally with your Consent." Any information or content that you voluntarily disclose for posting on our application may become available to the public, as controlled by any applicable privacy settings that you set. To change your privacy settings on our application, you may change your profile setting. Once you have shared the content/data or made it public, that content/data may be re-shared by others.
"Enforcing Rights." We may also disclose personal information to enforce our policies, respond to claims that a posting or other content violates others' rights, or protects anyone's rights, property or safety.
"Law & Order." We may disclose your information to third parties if we determine that such disclosure is reasonably necessary to: (a) comply with the laws; (b) protect any person from death or serious bodily injury; (c) prevent fraud or abuse of our name, brands, trademarks or such other rights belonging to us or our other users; or (d) protect our rights.
We also may share (within our group of companies or with third parties) aggregated and anonymized information that does not specifically identify you or any individual user of our Services
Stewardship of your data is critical to us and a responsibility that we embrace. We believe that our users’ data should receive the same legal protections regardless of whether it's stored on our servers or on their home computer systems or devices. While complying with the directions issued by the statutory authorities, our endeavour shall be to protect the interest of users and follow transparency.
We will retain your personal information for as long as we need it.
We can retain copies of information about any transactions or Services in which you may have participated for a period of time that is consistent with applicable law, applicable statute of limitations or as we believe is reasonably necessary to comply with applicable law, regulation, legal process, or governmental request, to detect or prevent fraud, to collect fees owed, to resolve disputes, to address problems with our Services, to assist with investigations, to enforce our Terms of Use or other applicable agreements or policies, or to take any other actions consistent with applicable law.
The Website/App intends to protect your personal information and to maintain its accuracy as confirmed by you. We implement reasonable physical, administrative and technical safeguards to help us protect your personal information from unauthorized access, use and disclosure. We also require that our registered third party service providers protect such information from unauthorized access, use and disclosure.
Our Platform has stringent security measures in place to protect the loss, misuse and alteration of information under control. We endeavour to safeguard and ensure the security of the information provided by you. We use Secure Sockets Layers (SSL) based encryption, for the transmission of the information, which is currently the required level of encryption in India as per the law. Nevertheless, the internet is not a 100% secure environment, and we cannot guarantee absolute security of the transmission or storage of your information.
This Privacy Notice does not apply to, and we are not responsible for, third-party cookies, web beacons, or other tracking technologies, which are covered by such third parties' privacy policies. For more information, we encourage you to check the privacy policies of these third parties to learn about their privacy practices.
By using the Website/App and/ or by providing your information, you consent to the collection and use of the information you disclose on the Website in accordance with this Privacy Policy, including but not limited to Your consent for collecting, using, sharing and disclosing your information as per this privacy policy.
You have acknowledged that the Privacy Policy contained herein have been explained to you in vernacular language and you have understood the contents thereof.
If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.
You may access, change, or correct information that you have provided by logging into your RapiPay account at any time or by making a request to us on support@rapipay.com, in which case we may need to verify your identity before granting access or otherwise changing or correcting your information.
If you wish to deactivate your account, you can do so by logging into your RapiPay account or by emailing us on: support@rapipay.com.
In order to provide certain Services, we may require access to location information, including precise geolocation information collected from your device. If you do not consent to collection of this information, certain Services will not function properly and you will not be able to use those Services.
You can opt out of receiving promotional messages from RapiPay by following the instructions in those messages, by informing the caller that you would not like to receive future promotional calls, or by changing your notification settings by logging into your RapiPay account. You may only opt-out of text messages from RapiPay by replying STOP. Opting out of receiving communications may impact your use of the Services. If you decide to opt out, we can still send you non-promotional communications, such as digital receipts and messages about your account or our ongoing business relations.
We take reasonable measures, including administrative, technical, and physical safeguards, to protect your information from loss, theft, misuse, and unauthorized access, disclosure, alteration, and destruction. Nevertheless, the internet is not a 100% secure environment, and we cannot guarantee absolute security of the transmission or storage of your information. We hold information about you both at our own premises and with the assistance of third-party service providers.
All disputes, differences and/or claims arising out of, or relating to, or in connection with this Privacy Policy or the breach, termination or validity hereof shall be referred to Sole Arbitrator, to be jointly appointed by both the Parties, in accordance with the Arbitration and Conciliation Act, 1996, as amended from time to time. The seat of the arbitration shall be New Delhi, India. The award given by the arbitrator shall be final and binding on both the Parties. The language of the arbitration proceedings and award shall be English. The arbitration proceeding shall be kept confidential and will not be open for public.
We welcome your comments or questions regarding this Privacy Policy. Please contact our Customer Care Department and/or Grievance Officer - Mr. Jithin Karkera with any questions or concerns regarding this Privacy Notice and/or security by writing an email on grievanceofficer@rapipay.com.
You may contact us at the following address: RapiPay Fintech Private Limited A-8, 8th Floor, (Q-Tower), Sector-68, Noida - 201309.
If you have any questions or concerns regarding our notice, or if you believe our notice or applicable laws relating to the protection of your personal information have not been respected, you may file a complaint with our Privacy Department listed above, and we will respond to let you know who will be handling your matter and when you can expect a further response. We may request additional details from you regarding your concerns and may need to engage or consult with other parties in order to investigate and address your issue. We may keep records of your request and any resolution.
Terms and Conditions of "RapiPay" Wallet Services provided by RapiPay Fintech Pvt. Ltd. (here-inafter referred to as "RFPL") having its registered office at 2nd Floor, DLF Centre, Sansad Marg,New Delhi110001, India under the license of Reserve Bank of India (RBI) as semi-closed system payment instruments comprising of the "RapiPay" Wallet from RFPL.
These 'Terms and Conditions' (defined below) and any attachments or accompanying supplement(s) shall also include the terms and conditions stated on RFPL's website www.RapiPay.com ,governing usage of the PPI ("RapiPay Wallet Account") held by you ("You/user/Customer") youhereby agree to abide by these Terms and Conditions and You shall be deemed to have unconditionally agreed to and accepted these terms by performing a transaction with the PPI and shallhave complied with all the relevant notifications/ guidelines / circulars issued by the Reserve Bank of India (RBI)/ any other competent authority / statutory or regulatory body/ies governingthe issue and use of the PPI. RFPL disclaims all liability on account of any breach by You of the relevant notifications/ guidelines / circulars in force at the relevant time and as may be modifiedfrom time to time, governing usage of the PPIs. You understand and agree that RFPL reserves the right to update the RapiPay Terms and Conditions from time to time. If these Terms and Conditions are not acceptable, you must not use the PPI.
THESE TERMS AND CONDITIONS ARE AN ELECTRONIC RECORD IN THE FORM OF AN ELECTRONIC CONTRACT FORMED UNDER INFORMATION TECHNOLOGY ACT, 2000 AND RULES MADE THEREUNDER AND THE AMENDED PROVISIONS PERTAINING TO ELECTRONIC DOCUMENTS / RECORDSIN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000. THE SAMEDOES NOT REQUIRE ANY PHYSICAL, ELECTRONIC OR DIGITAL SIGNATURE. IT IS DISCLOSED IN COMPLIANCE WITH SECTION 21 OF PAYMENT AND SETTLEMENT SYSTEMS ACT, 2007 AND AS REQUIRED TO BE DISCLOSED UNDER POLICY GUIDELINES ON ISSUANCE AND OPERATION OF PREPAID PAYMENT INSTRUMENTS IN INDIA.
THESE TERMS AND CONDITIONS WILL BE EFFECTIVE UPON YOUR ACCEPTANCE OF THE SAME (IN ELECTRONIC FORM OR BY MEANS OF AN ELECTRONIC RECORD OR OTHER MEANS) AND WILL GOVERN THE RELATIONSHIP BETWEEN YOU AND RFPL FOR THE USE OF THE PPI AND YOU UNCONDITIONALLY AGREE TO ABIDE BY THE SAME. IF ANY OF THESE TERMS AND CONDITIONS CONFLICT WITH ANY OTHER DOCUMENT/ELECTRONIC RECORD IN THIS BEHALF, THESE TERMS AND CONDITIONS SHALL PREVAIL, UNTIL FURTHER CHANGES/ MODIFICATIONS ARE NOTIFIED BY RFPL
1.1 "AGENT Opening Form"/ "AOF" shall mean the form to be completed in writing by the Applicant Agent and to be submitted along with full KYC documents, physically at RFPL location and/or such other locations as may be intimated by RFPL.
1.2 "Agent(s)"/ "API Based Agent(s)" shall mean the retail agents appointed by RFPL, who shall be acting as agents of the RFPL to support opening of RapiPay Wallet, loading money into RapiPay Wallet & educate customers to use RapiPay Wallet.
1.3 "Telecom Operator" shall mean the telecom service provider and its subsidiaries having thenecessary government approvals/ licenses, issued inter alia by the Department of Telecommunications, Government of India, and who shall provide telecom access service such as, Short Message Service ("SMS"), Unstructured Supplementary Service Data ("USSD"), General Packet Radio Service ("GPRS"), 3G & 4G or any other telecommunication protocols to facilitate networkcommunications required for operation of RapiPay Wallet.
1.4 "User / Customer /Subscriber" shall mean an individual person above the age of 18 (eighteen) years, using an operational mobile phone connection of Telecom Operator in India (with country code +91), who download or approaches Agent's locations and/or such other locationsas may be intimated by RFPL from time to time, for availing the RapiPay Wallet Services.
1.5 "Bill Payment" shall mean the transactions wherein the Customer uses the RapiPay Wallet Services to make payments towards utility bills, merchant payments and other such bill payments as may be permitted under the RBI guidelines by utilizing the RapiPay Wallet.
1.6 "Charges" shall mean all charges pertaining to the Transactions and more particularly specified in "Wallet Charges and Validity Section" hereof.
1.7 "Force Majeure Event" shall have the meaning ascribed to it in clause "15" hereof.
1.8 "KYC" shall mean the various norms, rules, laws and statutes issued by RBI from time to timeand shall include the Know Your Customer guidelines issued by the RBI, under which RFPL is required to procure personal identification details and proof of documents from the Agent and/or Customer as may be required at the time of submission of Application for premium RapiPay Wallet and/or at a later date, for availing and/or continuation of the RapiPay Services.
1.9 "RapiPay Wallet" shall mean account which permit only payment of utility bills/ essential services. The amount loaded during any month shall not exceed Rs 10,000/- and can be issued by accepting minimum details of customer provided the amount outstanding at any point of time does not exceed Rs. 10,000 and the total value of reloads during any given month does notexceed Rs.10,000. These can be issued only in electronic form without any KYC being undertakenby RFPL. Cash withdrawal & redemption and transfer of funds to other RapiPay Wallets/Bank Accounts is not permissible as per RBI guidelines.
1.10 Premium RapiPay Wallet" shall mean account which permit unlimited number of transactions with full KYC and can be reloaded in nature. However, the balance in the premium RapiPayWallet should not exceed Rs 100,000.00 at any point in time. Cash withdrawal & redemption isnot allowed as per RBI guidelines.
1.11 "RapiPay Wallet & Premium RapiPay Wallet" shall mean the semi closed pre-paid instrument issued by RFPL as authorized and licensed by RBI under the RBI Guidelines.
1.12 "Merchant / Merchant Establishment" shall mean and include any outlet/ service providerwho have been authorized by RFPL to accept payment for goods or services.
1.13 "RapiPay Wallet / Premium RapiPay Wallet" shall mean a non-interest-bearing account opened in the name of the Customers, issued and maintained by RFPL for the purpose of ensuring usage of the account as per these Terms and Conditions, in order to enable the Customers to avail the "RapiPay" Wallet Services on their mobile phones & "RapiPay.com" website, in compliance with the RBI Guidelines.
1.14 "Transaction PIN" shall mean a secret password set up by the customer that would enablethe Customer to secure, access and operate their RapiPay Wallet.
1.15 "RapiPay Wallet Services" or "Services" shall mean the services offered by RFPL by operation of the "RapiPay" Wallet.
1.16 "RBI" shall mean the Reserve Bank of India.
1.17 "RBI Guidelines" shall mean the applicable guidelines, regulations, notifications and instructions issued by RBI in relation to the issuance and operation of semi-closed system pre- paid payment instruments in India and operation of the "RapiPay Wallet" and RapiPay Wallet Services and all other guidelines and instructions inclusive of their respective amendments as may be issued and notified by RBI from time to time including The Payment and Settlement Systems Act, 2007 & regulations made there under.
1.18 "Transaction/s" shall mean any credit or debit of money balances in the Customer's RapiPayWallet Account including but not limited to money transfer payments and receipts, payments for goods and services, utility payments & load money.
1.19 "Website" shall mean the website www.RapiPay.com which is owned, established and maintained by RFPL.
1.20 "Cash Back (s)" shall mean the money credited to Customer of RapiPay / Premium RapiPayWallet as incentive to make transactions using RapiPay Wallet.
1.21 The Customer / Agent would be allowed to perform wallet transaction either from the Mobile Phone App (downloaded and registered) or from the website www.RapiPay.com . Same login credentials (Subscriber ID, Password) and Transaction PIN will be applicable from both themobile App and the Web based application.
2.1 RFPL shall operate and issue RapiPay Wallet and be responsible to the Customers & Agentsfor all its acts of omissions and commissions as regards the RapiPay Wallet in accordance with these Terms and Conditions.
2.2 The RapiPay Wallet Services can only be availed by a person who has attained the age of 18Years (eighteen). A minor under a guardianship of a person who has capacity to contract may hold and use RapiPay Wallet under such guardianship.
2.3 To avail of the RapiPay Wallet Services from any Agent location, the Customers are requiredto only approach the authorized retail agents appointed by RFPL. Updated list of all the agents along with their phone numbers and addresses can be found on RapiPay.com website and fromthe mobile application.
2.4 For Transactions conducted at Merchant Establishments and/ or Agent locations, the Cus- tomer should ensure receipt of a SMS as a confirmation of such Transactions.
2.5 In the event of any loss, and/or theft of the mobile phone, the Customer shall immediately do the following in order to deactivate the active RapiPay session on the mobile device:
(a) call the customer care center on the number listed on the Website to have the active sessionon the mobile device deactivated; and
(b) register a complaint with the Mobile Telecom Operator to have the SIM number deactivated,
2.6 The Customer shall promptly inform RFPL about any changes in his/her permanent or communication address or other relevant KYC details and provide the supporting KYC document(s) that RFPL may require from time to time.
2.7 The Customer shall not assign or transfer the RapiPay Wallet Account, or the Services, or otherwise grant any third party a legal or equitable interest over it.
2.8 The Customer shall be the sole and exclusive owner of the Transaction PIN set up by the user for authorizing RapiPay Wallet transactions, and the Customer accepts sole responsibility for use, confidentiality and protection of the Transaction PIN. The Customer shall not disclose the Transaction PIN to any other person and shall not respond to any unauthorized SMS/ e-mail/phone call in which the Transaction PIN is asked for. RFPL and/ or Agent shall, in no manner whatsoever, be held responsible or liable, if the Customer incurs any loss as a result of the Trans-action PIN being disclosed/ shared by the Customer with any unauthorized persons or in any other manner whereby the security of the Transaction PIN is compromised.
2.9 The Customer acknowledges that any information provided to RFPL and/or Agent with the intention of securing the RapiPay Wallet Account shall vest with RFPL and/or Agent (as the casemay be), and may be used by RFPL and/or Agent, at its discretion, for any purpose consistent with any applicable law or regulation and privacy policy and/or statement displayed on its web-site.
2.10 Any information submitted by the Customer while using the RapiPay Wallet Services may be shared with third parties by RFPL and Agent, inter- alia, to facilitate the provision of RapiPayWallet Services and any other additional services.
2.11 The Customer shall not use RapiPay Wallet Services for any purpose that might be construed as contrary or repugnant to any applicable law, public policy or for any purpose that is contrary to RFPL or Agent policy or might prejudice the goodwill of RFPL and Agent.
2.12 The Customer acknowledges that in accordance with the RBI guidelines, RFPL maintains anescrow account with Bank for maintaining the outstanding balances and creation of necessary charge on such balance in the escrow account, as may be required in relation to RapiPay Walletin such escrow account. The Customer upon signing of these Terms and Conditions agrees thatthe Customer shall have no objection in this regard.
2.13 The Customer confirms that he/she holds only one RapiPay Wallet account for using the services offered on the mobile as well on the web and does not hold multiple active RapiPay Wallet Account in violation of the applicable laws and regulations of the RBI.
2.14 The Customer shall have and shall continue to have, during the tenure of the RapiPay Wal-let Services being offered to the Customer, an operational mobile phone connection with the Telecom Operator. The Customer shall immediately inform the RFPL and / or Agent in writing or at the Customer Service numbers of RFPL / Agent provided on their website, in the event of any change, cancellation, termination or surrender of the mobile phone connection with the Telecom Operator, failing which neither RFPL nor Agent shall be liable for any unauthorized Transactions on the RapiPay Wallet Account.
2.15 You may need to install updates to your RapiPay Mobile App or related RapiPay software that RFPL introduces from time to time to access, use, or continue to use RapiPay Services. YourRapiPay Mobile App may communicate with RapiPay servers from time to time to check for available updates to RapiPay, such as bug fixes, patches, enhanced functions, missing plug-ins and new versions (collectively, "Updates"). Your use of RapiPay requires that you have agreed to receive such automatically requested Updates. If you do not agree to such automatically re- quested and received Updates, then please do not use the RapiPay App. Notwithstanding the foregoing, RFPL may update the RapiPay App to a new version of such app, irrespective of any update settings that you may have selected within the RapiPay App or your device, if RFPL determines that the update will fix a critical security vulnerability related to the app.
2.16 No outstanding balance shall be transferred to Company’s Profit & Loss account for at leastthree years from the expiry date of PPI. In case the PPI holder approaches the PPI issuer for refund of such amount, at any time after the expiry date of PPI, then the same shall be paid to the PPI holder in a bank account.
2.17 The electronic loading reloading of PPI only by cash, payment instruments issued only by regulated entities in India and shall be in INR only.
2.18 RFPL shall be responsible for all the PPIs issued by the authorized / designated agents.
2.19 RFPL shall be responsible as the principal for all acts of omission or commission of theirauthorized / designated agents, including safety and security aspects.
2.20 RFPL shall ensure preservation of records and confidentiality of customer information intheir possession as well as in the possession of their authorized /designated agents.
3.1 Customer shall pay the Service Charges prescribed by RFPL in the form and manner pre- scribed for such payment. RFPL may at its discretion, change, amend, increase, or reduce the Service Charges without prior intimation to the Customer.
3.2 Any value in your RapiPay Wallet that is utilized towards making payments for any Transaction shall be automatically debited from your RapiPay Wallet. RFPL's responsibility is limited tothe debiting of your RapiPay Wallet and the subsequent payment to any Merchant Establishment that you might transact with. RFPL does not endorse, promote, champion or warrant anygoods and/or services that might be bought/availed or proposed to be bought/availed using RapiPay Wallet.
3.3 RFPL reserves the right to levy charges/ charge commission upon any amounts loaded uponyour RFPL Wallet or any amounts spent/utilized by Customer using RapiPay Wallet.
3.4 To avail RapiPay Wallet facility, Customer has to maintain minimum balance of Rs.100 all thetime. Customer can use RapiPay Wallet for the loaded money minus Rs 100. For example: If Customer loaded his RapiPay Wallet with Rs 500 then Customer can use Rs 400 against any transactions.
3.5 In case Customer decides to close the RapiPay Wallet, RFPL reserves the right to charge up to Rs 150 as a maintenance/admin/infrastructure/opening charge for the duration of RapiPay wallet used.
3.6 An Account Maintenance Charge (AMC) of up to Rs 150 (inclusive of applicable taxes) will be deducted by RFPL from the wallet balance annually on completion of 1 year of account activation, and thereafter every 1 year of completion of wallet usage.
3.7 If in case the Wallet balance on the date when the AMC is due is less than annual AMC value then the total available balance would be deducted as AMC (including the applicable taxes) and the wallet account will be closed.
3.8 If the Wallet balance has gone below the AMC value, then RFPL will send monthly SMS to the subscriber to remind that the Wallet balance has gone below the AMC value and if sufficient balance is not maintained then the Wallet will be closed on the next AMC due date and subsequently the Wallet account will be closed and the available balance will be charged towards theAMC.
3.9 Money Loading Charges for customer application
| Transaction Type | Charges |
|---|---|
| At Agent Location | Nil |
| Credit Card | Nil |
| Debit Card | Nil |
| Net Banking | Nil |
| UPI | Nil |
3.10 For money loaded at Agent locations, the Customer should ensure & verify the credit inRapiPay Wallet after the transaction.
| Maximum Service Fees* for portion of amount in the wallet loaded via | |||||
|---|---|---|---|---|---|
| Type of Transaction | Agent Location | Credit Card | Debit Card | Net Banking | UPI |
| Payment to 3rd Party Mer-chant Loca-tion / Web Sites | Nil | 1.75% | 1% | 1% | 1% |
| Recharges / Top ups like mobile, DTH etc. | Nil | 1% | Nil | Nil | Nil |
| Bill Payments | Rs 10 to 1% (whichever is higher) | Rs 10 to 3% (whichever is higher) | Rs 10 to 2% (whichever is higher) | Rs 10 to 2% (whichever is higher) | Rs 10 to 2% (whichever is higher) |
| Money Transfer to Bank up to Rs 2000 | Rs 40 | Rs 40 plus 2% of transaction value | Rs 40 plus 1% of transaction value | Rs 40 plus 1% of transaction value | Rs 40 plus 1% of transaction value |
| Money Transfer to Bank from Rs 2000 - Rs 5000 | Rs 75 | Rs 75 plus 2% of transaction value | Rs 75 plus 1% of transaction value | Rs 75 plus 1% of transaction value | Rs 75 plus 1% of transaction value |
| Money Transfer to Friend (Wallet to Wallet Transfer) | Nil | 2% of the transaction value | 1% of the transaction value | 1% of the transaction value | 1% of the transaction value |
* Service Fee are excluding applicable government taxes.
3.11 Wallet Charges & Fees for Transactions
i. Amount loaded thru Credit Card
ii. Amount loaded thru Debit Card
iii. Amount loaded thru Net Banking
iv. Amount loaded at Agent location
3.12 RFPL reserves the right to set off any balance in your Wallet in order to recover funds for transactions processed as per your request.
The validity of the RFPL Wallet remains in the active state as long as the transactions are done.
4.1 Any value in Your RFPL Wallet must be utilized:
4.2 Any value in your RFPL Wallet which is not utilized in the aforesaid manner may stand forfeited at the discretion of RFPL. RFPL reserves the right to forfeit the amount post adherence tothe following communication process:
4.3 All PPI holders can either re-activate the wallet after the due diligence or reclaim their amount in their bank accounts
5.1 Agent can only load Customer RapiPay Wallet using his / her Agent Account.
5.2 RFPL reserves the right to do the due diligence / get police verification / get scrutiny of KYCdocuments submitted at the time of submitting AOF thru their own means or any 3rd party agency
5.3 Person applying for AOF has to fully co-operate with agency / RFPL staff for undergoing theprocess of due diligence / get police verification / get scrutiny of KYC documents
5.4 Agent Account will be opened after completion of due diligence / police verification / scrutiny of KYC documents process.
5.5 Agent can load their Agent Account only thru bank account registered with RFPL. All the commission to Agent will be credited to his / her Agent Account weekly.
5.6 Agent can register maximum up to 5 bank accounts with RFPL.
5.7 Person willing to become an Agent has to sign the detailed "Conduct Agreement" and "Terms and Conditions Agreement" with RFPL.
5.8 Agent cannot object for displaying credit balance in their Agent Account, name, Home / Office / Shop address, landline, mobile numbers to the Customer by RFPL in order to facilitate Customer selecting the Agent thru which Customer wants to load money.
6.1 The collection, verification, audit and maintenance of correct and updated Customer information is a continuous process and RFPL reserves the right, at any time, to take steps necessaryto ensure compliance with all relevant and applicable KYC requirements.
6.2 RFPL reserves the right to discontinue the Services and/or reject the KYC documents at anytime at their sole discretion, if there are discrepancies in the information provided by the Customer or Agent and the particulars provided by the Customer or Agent in the KYC documents do not match the details mentioned in the AOF. In such cases, RFPL reserves the right to take appropriate action as they may deem fit and proper without incurring any liability in any manner whatsoever.
6.3 RFPL reserves the right to suspend and/or discontinue the RapiPay Wallet Services at anytime, without giving prior intimation to the Customer, for any one of the following reasons, including but not limited to:
6.3.1 For any suspected violation of any rules, regulations, orders, directions, notifications is-sued by RBI from time to time or for any violation of these Terms and Conditions.
6.3.2 For any discrepancy or suspected discrepancy in the particular(s) or documentation or AOFprovided by the Agent.
6.3.3 To combat potential fraud, sabotage, will full destruction, threat to national security or forany other force majeure reasons (more particularly detailed in clause 15 herein below) etc.
6.3.4 In order to comply with any applicable laws and regulations.
6.3.5 For any technical failure, modification, upgradation, variation, relocation, repair, and/ormaintenance due to any emergency or for any other technical reasons.
6.3.6 For any transmission deficiencies caused by topographical and geographical constraints/limitations.
6.3.7 If the Alliance Telecom Operator Provider's connection with which the Customer's RapiPayWallet Account ceases to be operational.
6.3.8 On account of ineligibility of the Customer under any criteria as mandated by RFPL. However, prior to such suspension/ discontinuance of the RapiPay Wallet Services, the Customer, at the sole discretion of RFPL, shall be provided with the ability to transfer and/ or utilizethe balances lying in the RapiPay Wallet Account.
6.4 In the event of occurrence of Transactions that may be construed as dubious or undesirable,RFPL reserves the right to freeze operations in such RapiPay Wallet Accounts and /or close the RapiPay Wallet Account including reporting to authorities as may be required as per applicableregulations and as may be deemed fit and proper.
6.5 In case of network failure or for any other reason beyond the control of RFPL, there could be delay or failure to complete the Transaction. RFPL reserves the right to cancel the Transactionin case of any network failure. RFPL shall not be responsible for any kind of losses that may occurto the Customer due to such delay of failure to complete Transactions.
6.6 RFPL reserves the right to reject the Application along with the KYC and any documents of the Customer or Agent without providing any reason. RFPL reserves the right to retain such AOF and documents and photographs submitted along with it.
7.1 If RFPL requests registration information from Customer or Agent, then in such case Customer or Agent will promptly provide RFPL with true, accurate, current, and complete information.
7.2 Customer / Agent will promptly update their registration to keep it accurate, current, and complete.
7.3 If RFPL issues Customer / Agent a password, Customer / Agent must not reveal it to anyoneelse for safety of their RapiPay Wallet.
7.4 Customer / Agent are responsible for maintaining the confidentiality of their accounts and passwords.
7.5 Customer / Agent agree to immediately notify RFPL of any unauthorized use of their passwords or accounts or any other breach of security.
7.6 Customer / Agent also agree to exit from their accounts at the end of each session.
7.7 RFPL will not be responsible for any loss or damage that may result if Customer / Agent failto comply with above requirements.
7.8 The technology and the software underlying its websites/app and the Services is the property of RFPL & its affiliates, and its partners or licensors or associates.
7.9 Customer / Agent agree not to copy, modify, rent, lease, loan, sell, assign, distribute, reverseengineer, grant a security interest in, or otherwise transfer any right to the technology or software underlying its website/app or the Services.
7.10 Customer / Agent agree not to modify the software underlying its website/app in any manner or form or to use modified versions of such software, including (without limitation) for the purpose of obtaining unauthorized access to its website/app.
7.11 Without limiting the foregoing, Customer / Agent agree that Customer / Agent will not usethe services offered through its website/app to take any of the following actions.
(a) Obscene, offensive, indecent, racial, hatred to religion, anti-national, objectionable, defame,abuse, harass, stalk, threaten, or otherwise violate the legal right of others.
(b) Publish, post, upload, e-mail, distribute, or disseminate (collectively, "Transmit") any inappropriate, profane, defamatory, infringing, obscene, indecent, or unlawful content.
(c) Transmit files that contain viruses, corrupted files, or any other similar software or programsthat may damage or adversely affect the operation of another person's computer, its web- site/app, any software or hardware, or telecommunications equipment.
(d) Advertise or offer to sell any goods or services for any commercial purpose unless Customer/Agent have its written consent to do so.
(e) Transmit websites /app, services, products, surveys, contests, pyramid schemes, spam, unsolicited advertising or promotional materials, or chain letters.
(f) Download any file, recompile, or disassemble or otherwise affect its products that Customer / Agent know or reasonably should know cannot be legally obtained in such manner.
(g) Falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels of the origin or the source of software or other material.
(h) Restrict or inhibit any other user from using and enjoying any public area within its websites/app
(i) Collect or store personal information about other end users.
(j) Interfere with or disrupt its websites/app, servers, or networks.
(k) Impersonate any person or entity, including, but not limited to, a representative of RFPL or falsely state or otherwise misrepresent your affiliation with a person or entity.
(l) Forge headers or manipulate identifiers or other data in order to disguise the origin of any content transmitted through its websites/app or to manipulate your presence on its websites/app
(m) Take any action that imposes an unreasonably or disproportionately large load on its infrastructure/ network.
(n) Engage in any illegal activities.
(o) Customer / Agent agree to use its bulletin board services, chat areas, news groups, forums, communities and/or message or communication facilities (collectively, the \"Forums\") only to send and receive messages and material that are proper and related to that particular Forum.
(p) Unauthorized access to its website/app is a breach of these Terms and a violation of the law.
(q) Customer / Agent agree not to access its website/app by any means other than through theinterface that is provided by RFPL for use in accessing its website/app.
(r) Customer / Agent agree not to use any automated means, including, without limitation, agents, robots, scripts, or spiders, to access, monitor, or copy any part of its website/app, exceptthose automated means that RFPL have approved in advance and in writing.
(s) Use of its website/app is subject to existing laws and the Terms. Any violation by Customer /Agent of any terms of this Terms and Condition or the laws of land may result in severe civil andcriminal prosecution under respective laws, penalties, forfeiture of RapiPay Wallet Balance, sus-pension of RapiPay Wallet Account, blacklisting on all RFPL website/app, and intimation/disclosure to the third-to-third parties to whom RFPL deems necessary.
(t) All rights reserved. Any rights not expressly granted herein are reserved. Violators may be prosecuted to the maximum extent possible.
(u) Nothing contained in these Terms shall limit its right to comply with governmental, court, and law enforcement requests or requirements relating to their use of its website/app.
7.12 In accessing www.RapiPay.com web pages/app, Customer agrees that Customer may only access the content for their own personal non-commercial use.
7.13 Customer shall also not include excerpts or limited portions of information from www.RapiPay.com /app in printed memos, reports, and presentations or any other manner.
7.14 RapiPay Requests Customer / Agent to inform them in writing to remove certain content from its website/app, if they believe that content have been copied, are offensive and have been published in a manner that violates their intellectual property rights.
All rights, including copyright/trademark, in the content of www.RapiPay.com web-pages/app is either owned or controlled by RFPL or used with due permission of the owner of that right.In accessing www.RapiPay.com pages/app, Customer / Agent agree that Customer / Agent mayonly access the content for their own personal non-commercial use.
Except where expressly stated otherwise, you are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of www.RapiPay.com web pages/app for any other purpose whatsoever without the prior writ- ten permission of RFPL. Use for any other purpose is expressly prohibited by law, and may resultin severe civil and criminal penalties. Violators will be prosecuted to the maximum extent pos- sible.
9.1 All sales/ Money Transfer / Bill Payments / Recharges are final with no refund or exchange permitted.
9.2 Customer / Agent are responsible for the mobile number, DTH account number, utility identification number, bank account number and details for Purchases / Money Transfer / Bill Payments / Recharges and all charges that result from those Purchases / Money Transfer / Bill Payments / Recharges.
9.3 RFPL is not responsible for any Purchase / Money Transfer / Bill Payment / Recharges for anincorrect mobile number, DTH account number, utility identification number, and bank accountnumber.
9.4 However, if in a transaction performed by Customer on the Site, money has been charged to their card or bank account or RapiPay Wallet and a Purchase / Money Transfer / Bill Payments/ Recharges are not successful within 72 hours of their completion of the transaction, then Customer may inform us by sending an email to our customer services email address mentioned onthe Contact Us page.
9.5 Please include in the email the following details - the mobile number / DTH account number/Utility identification number / bank account, operator name, Transaction value, Transaction date and Order Number. RFPL shall investigate the incident and if it is found that money was indeed charged to Customer's card or bank account or RapiPay Wallet without delivery of the Recharge then Customer will be refunded the money within 21 working days from the date of receipt of their email. All Refunds will be credited to your Semi Closed Wallet.
Customer agrees that RFPL, in its sole discretion, for any or no reason, and without penalty, may suspend or terminate their account (or any part thereof) or their use of the Services and removeand discard all or any part of their account, Customer profile, or their recipient profile, at any time. RFPL may also in its sole discretion and at any time discontinue providing access to the Services, or any part thereof, with or without notice. Customer agrees that any termination of their access to the Services or any account Customer may have or portion thereof may be effected without prior notice, and Customer agrees that RFPL will not be liable to Customer or anythird party for any such termination. Any suspected fraudulent, abusive or illegal activity may be referred to appropriate law enforcement authorities. These remedies are in addition to any other remedies RFPL may have at law or in equity. Upon termination for any reason, Customer agrees to immediately stop using the Services. Any balance in your wallet, at the time of termination of service, would be refunded to you as per RBI guideline.
In no event will RFPL or its contractors, agents, licensors, partners, suppliers be liable to Customer for any special, indirect, incidental, consequential, punitive, reliance, or exemplary dam-ages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever)arising out of or relating to (i) this agreement, (ii) the services, the site or any reference site, or (iii) their use or inability to use the services, the site (including any and all materials) or any reference sites, even if RFPL or a RFPL authorized representative has been advised of the possibility of such damages. In no event will RFPL or any of its contractors, directors, employees, agents, third party partners, licensors or suppliers' total liability to you for all damages, liabilities, losses, and causes of action arising out of or relating to (i) this Agreement, (ii) the Services, (iii) their use or inability to use the Services or the Site (including any and all Materials) or any Reference Sites, or (iv) any other interactions with RFPL, however caused and whether arising in contract, tort including negligence, warranty or otherwise, exceed the amount paid by Customer, if any, for using the portion of the Services or the Site giving rise to the cause of action or One Hundred Rupees (Rs.100), whichever is less. Customer acknowledge and agree that RFPLhas offered its products and services, set its prices, and entered into this agreement in relianceupon the warranty disclaimers and the limitations of liability set forth herein, that the warrantydisclaimers and the limitations of liability set forth herein reflect a reasonable and fair allocationof risk between Customer and RFPL, and that the warranty disclaimers and the limitations of liability set forth herein form an essential basis of the bargain between Customer and RFPL. RFPLwould not be able to provide the services to Customer on an economically reasonable basis without these limitations. Applicable law may not allow the limitation or exclusion of liability orincidental or consequential damages, so the above limitations or exclusions may not apply to Customer. In such cases, RFPL's liability will be limited to the fullest extent permitted by applicable law. This paragraph shall survive termination of this Agreement.
Customer agrees to indemnify, save, and hold RFPL / Agent, its affiliates, contractors, employees, officers, directors, agents and its third party suppliers, licensors, and partners harmless from any and all claims, losses, damages, and liabilities, costs and expenses, including without limitation legal fees and expenses, arising out of or related to their use or misuse of the Servicesor of the Site, any violation by Customer of this Agreement, or any breach of the representations, warranties, and covenants made by Customer herein. RFPL reserves the right, at their expense, to assume the exclusive defense and control of any matter for which Customer is re- quired to indemnify RFPL / Agent, including rights to settle, and Customer agrees to cooperate with RFPL's defense and settlement of these claims. RFPL will use reasonable efforts to notify. Customer of any claim, action, or proceeding brought by a third party that is subject to the fore-going indemnification upon becoming aware of it. This paragraph shall survive termination of this Agreement.
To the fullest extent permissible pursuant to applicable law, RFPL and its third-party partners, licensors, and suppliers disclaim all warranties, statutory, express or implied, including, but notlimited to, implied warranties of Merchantability, fitness for a particular purpose, and non-in- fringement of proprietary rights. No advice or information, whether oral or written, obtained by Customer from RFPL or through the services or the site will create any warranty not expresslystated herein. Customer expressly acknowledge that as used in this section, the term "RFPL" includes RFPL's officers, directors, employees, shareholders, agents, licensors, subcontractors and affiliated companies. Customer acknowledges that RFPL is a reseller of Mobile recharges and is not liable for any 3rd party (Telco's & suppliers) obligations due to rates, quality, and all other instances, whether to any such telco's subscribers or otherwise. Customer expressly agrees that use of the services and the site is at your sole risk. It is Customer's responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the site or on the internet generally. We do not warrant that the service will be uninterrupted or error-free or that defects in the site will be corrected. The services and the site and any data, information, third party software, reference sites, services, or software made available in conjunction with or through the services and the site are provided on an "as is" and "as available," "with all faults" basis and without warranties or representations of any kind either express or implied. RFPL, and its third-party suppliers, li- censors, and partners do not warrant that the data, RFPL software, functions, or any other in- formation offered on or through the services, the site or any reference sites will be uninterrupted, or free of errors, viruses or other harmful components and do not warrant that any of the foregoing will be corrected. RFPL and its third-party suppliers, licensors, and partners do notwarrant or make any representations regarding the use or the results of the use of the services,the site or any reference sites in terms of correctness, accuracy, reliability, or otherwise. Customer understands and agrees that Customer use, access, download, or otherwise obtain information, materials, or data through the services, the site or any reference sites at your own discretion and risk and that you will be solely responsible for any damage to your property (including your computer system and device) or loss of data that results from the download or use of such material or data. We do not authorize anyone to make any warranty on our behalf and Customer should not rely on any such statement. This paragraph shall survive termination of this agreement. In no event will RFPL be liable for any incidental, consequential, or indirect dam-ages (including, but not limited to, damages for loss of profits, business interruption, loss of programs or information, and the like) arising out of the use of or inability to use the site.
RFPL may elect to resolve any dispute, controversy or claim arising out of or relating to these terms and conditions or Service provided in connection with these terms and conditions by binding arbitration in accordance with the provisions of the Indian Arbitration & Conciliation Act, 1996. Any such dispute, controversy or claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party. The arbitration shall be conducted in New Delhi, India and judgment on the arbitration award may be entered in any court having jurisdiction thereof. Either Customer or RFPL may seek anyinterim or preliminary relief from a court of competent jurisdiction in New Delhi, India, necessary to protect the rights or the property of Customer or RFPL (or its agents, suppliers, and sub-contractors), pending the completion of arbitration. Any arbitration shall be confidential, and neither Customer nor RFPL may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of the arbitration award. All administrative fees and expenses of arbitration will be divided equally between Customer and RFPL. In all arbitrations, each party will bear the expense of its own lawyers and preparation. The language of Arbitration shall be English.
Except as otherwise agreed by the parties or as described in the Arbitration section above, youagree that any claim or dispute Customer may have against RFPL must be resolved by a court located in New Delhi, India. Customer agrees to submit to the personal jurisdiction of the courtslocated within New Delhi, India for the purpose of litigating all such claims or disputes. This termof Agreement shall be governed by the laws of India, without giving effect to any principles of conflicts of law.
RFPL has the right, in it sole and absolute discretion, to change, modify, or amend any portion of the Terms and Conditions at any time. The changes will become effective, and shall be deemed accepted by you, after the initial posting and shall apply on a going-forward basis withrespect to transactions initiated after the posting date. In the event that you do not agree withany such modification, your sole and exclusive remedy is to terminate your use of the Services.
If any provision of this Agreement is held to be unlawful, void, invalid or otherwise unenforceable, then that provision will be limited or eliminated from this Agreement to the minimum ex- tent required, and the remaining provisions will remain valid and enforceable.
This Agreement, and any rights granted hereunder, may not be transferred or assigned by Customer without RFPL prior written consent which may be withheld in our sole discretion, but maybe assigned by RFPL without restriction. Any assignment attempted to be made in violation of this provision shall be void and of no effect.
19.1 RFPL shall inform the Customer of the existence of a Force Majeure Event and shall consulttogether to find a mutually acceptable solution. "Force Majeure Event" means any event due toany cause beyond the reasonable control of RFPL, including, without limitation, unavailability of any communication system, breach or virus in the processes or payment mechanism, sabotage,fire, flood, explosion, acts of God, civil commotion, strikes or industrial action of any kind, riots,insurrection, war, acts of government, computer hacking, unauthorized access to computer data and storage device, computer crashes, breach of security and encryption, etc.
19.2 RFPL shall not be liable for any failure to perform any of its obligations under these terms or the specific terms and conditions if the performance is prevented, hindered or delayed by a Force Majeure Event and in such case its obligations shall be suspended for so long as the ForceMajeure Event continues.
This is the entire agreement between Customer and RFPL relating to the subject matter hereofand will not be modified except in writing, signed by both parties, or by a change to this Agree-ment made by RFPL in accordance with the terms of this Agreement.
21.1 The cash loading in such wallets shall not exceed Rs 49,500 per month.
21.2 The amount outstanding at any point of time in such wallets shall not exceed Rs.1,00,000/-
21.3 Each sender shall be allowed to add only 5 beneficiaries per day.
21.4 Fund transfer at Rapipay is only possible if the beneficiary is pre-registered. customers can register the beneficiary by providing bank account details of the beneficiary.
21.5 For each beneficiary, The funds transfer limit shall not exceed Rs.1,00,000/- per month per beneficiary.
21.6 The PPI holder may at their discretion set fund transfer limits on their wallet by contactingthe customer care. The customer care after due verification process shall implement the trans-fer limits within 48 working hours. The customer shall be informed of the transfer limit set by call or sms.
21.7 RFPL shall also give an option to close the PPI and transfer the balance as per the applicablelimits of this type of PPI. For this purpose, the RFPL shall provide an option, including at the timeof issuing the PPI, to the holder to provide details of pre-designated bank account or other PPIsof same issuer (or other issuers as and when permitted) to which the balance amount availablein the PPI shall be transferred in the event of closure of PPI, expiry of validity period of such PPIs,etc.
21.8 The features of such PPIs shall be clearly communicated to the PPI holder by SMS.
21.9 RFPL shall clearly indicate the expiry period of the PPI to the customer at the time of issuance of PPIs. Such information shall be clearly enunciated in the terms and conditions of sale ofPPI. Where applicable, it shall also be clearly outlined on the website / mobile application of the issue.
21.10 RFPL has a 5 minutes cooling minutes for funds transfer upon opening the PPI so as to mitigate the fraudulent use of PPIs.
21.11 RFPL shall also give an option to close the wallet and transfer the balance as per the applicable limits. For this purpose, the RFPL shall provide an option, including at the time of issuingthe wallet, to the holder to provide details of pre-designated bank account or other wallets of RFPL (or other RFPL as and when permitted) to which the balance amount available in the walletshall be transferred in the event of closure of wallet, expiry of validity period of such wallets, etc.
21.12 The features of wallets shall be clearly communicated to the PPI holder by SMS / e-mail /post or by any other means at the time of issuance of the PPI / before the first loading of funds.
21.13 The wallet holders are permitted to redeem the outstanding balance in the wallet, if for any reason the scheme is being wound-up or is directed by RBI to be discontinued.
A customer’s liability arising out of an unauthorized payment transaction will be limited to:
| Customer liability in case of unauthorised electronic payment transactions through a PPI | |||||
|---|---|---|---|---|---|
| S. No. | Particulars | Maximum Liability of Customer | |||
| (a) | Contributory fraud / negligence / deficiency on the part of the RFPL, including PPI-MTS issuer (irrespective of whether or not the transaction is reported by the customer) | Zero | |||
| (b) | Third party breach where the deficiency lies neither with RFPL nor with the customer but lies elsewhere in the system, and the customer notifies RFPL regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communicationby the customer from the RFPL and the reporting of unauthorised transaction by the customer to the RFPL - | ||||
| i. Within three days# | Zero | ||||
| ii. Within four to seven days# | Transaction value | ||||
| iii. Beyond seven days# | The customer is liable | ||||
| (c) | In cases where the loss is due to negligence by a customer, such as where he / shehas shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to the RFPL. Any loss occurring afterthe reporting of the unauthorised transaction shall be borne by the RFPL. | ||||
| (d) | RFPL may also, at their discretion, decide to waive off any customer liability in caseof unauthorised electronic payment transactions even in cases of customer negligence. | ||||
# The number of days mentioned above shall be counted excluding the date of receiving the communication from RFPL.
The above shall be clearly communicated to all Wallet holder.
22.2.1 On being notified by the customer, the RFPL shall credit (notional reversal) the amount involved in the unauthorized electronic payment transaction to the customer’s PPI within 10days from the date of such notification by the customer (without waiting for settlement of insurance claim, if any), even if such reversal breaches the maximum permissible limit applicable to that type / category of PPI. The credit shall be value-dated to be as of the date of the unauthorized transaction.
22.2.2 Further, RFPLs shall ensure that a complaint is resolved and liability of the customer, if any, established within such time, as may be specified in the RFPL’s Board approved policy, but not exceeding 90 days from the date of receipt of the complaint, and the customer is compensated as per provisions of paragraph 2.1 above. In case the RFPL is unable to resolve the complaint or determine the customer liability, if any, within 90 days, the amount as pre- scribed in paragraph 1.1 shall be paid to the customer, irrespective of whether the negligenceis on the part of customer or otherwise
22.3.1 Considering the risks arising out of unauthorised debits to PPIs owing to customer negligence / RFPL negligence / system frauds / third party breaches, RFPLs need to clearly define the rights and obligations of customers in case of unauthorised payment transactions in specified scenarios. RFPLs shall formulate / revise their customer management policy, with approval of their Boards, to cover aspects of customer protection, including the mechanism of creating customer awareness on the risks and responsibilities involved in electronic payment transactions and customer liability in such cases of unauthorised electronic payment transactions. The policy must be transparent, non-discriminatory and should stipulate the mechanism of compensating the customers for the unauthorised electronic payment transactions and pre- scribe the timelines for effecting such compensation. RFPLs shall provide the details of their Board approved policy in regard to customers’ liability formulated in pursuance of the provisions of paragraph 15 and 16 of PPI MD, to all customers at the time of issuing the PPI. RFPLs shall display their Board approved policy, along with the details of grievance handling / escalation procedure, in public domain / website / app for wider dissemination
22.3.2 We will educate our customers quarterly for the security purpose for account handling, transactions, dos and don’ts.
The burden of proving customer liability in case of unauthorised electronic paymenttransactions shall lie on the RFPL.
23.1 RFPLs shall put in place a suitable mechanism and structure for reporting of the customerliability cases to the Board or one of its Committees. The reporting shall, inter-alia, include volume / number of cases and the aggregate value involved and distribution across various categories of cases. The Board or one of its Committees shall periodically review the unauthorised electronic payment transactions reported by customers or otherwise, as also the action taken thereon, the functioning of the grievance redressal mechanism and take appropriate measures to improve the systems and procedures.
23.2 RFPL shall provide an option for the Wallet holder to generate / receive account statements for at least past 6 months. The account statement shall, at the minimum, provide de- tails such as date of transaction, debit / credit amount, net balance and description of trans- action. Additionally, the RFPL shall provide transaction history for at least 10 transactions.
23.3 In case of PPIs issued by banks, customers shall have recourse to the Banking OmbudsmanScheme for grievance redressal.
23.4 RFPLs shall report regarding the receipt of complaints and action taken status thereon inthe enclosed format on a Quarterly basis by the 10th of the following month to the respectiveRegional Office of DPSS, RBI. Banks shall submit the same report to DPSS, Mumbai Regional Office, RBI.
23.5 RFPL shall ensure transparency in pricing and the charge structure as under:
a. Ensure uniformity in charges at agent level.
b. Disclosure of charges for various types of transactions on its website, mobile app, agentlocations, etc.
c. Specific agreements with agents prohibiting them from charging any fee to the customersdirectly for services rendered by them on behalf of the RFPL.
d. Require each retail outlet / sub-agent to post a signage indicating their status as serviceproviders for the PPI issuer and the fees for all services available at the outlet.
e. The amount collected from the customer shall be acknowledged by issuing a receipt(printed or electronic).
23.6 RFPL shall be responsible for addressing all customer service aspects related to all PPIs(including co-branded PPIs) issued by them as well as their agents.
23.7 RFPL shall also display Frequently Asked Questions (FAQs) on their website / mobile apprelated to the PPIs.
24.1 Authorised non-bank entities shall submit the System Audit Report, including cyber security audit conducted by CERT-IN empanelled auditors, within two months of the close of their financial year to the respective Regional Office of DPSS, RBI.
24.2 Banks shall also be guided by the RBI circular DBS.CO/CSITE/BC.11/33.01.001/2015-16 onCyber Security Framework in Banks dated June 02, 2016, which inter alia, covers requirements for mobile-based applications.
24.3 The scope of the Audit shall include the following:
(a) Security controls shall be tested both for effectiveness of control design (Test of Design – ToD) and control operating effectiveness (Test of Operating Effectiveness – ToE).
(b) Technology deployed so as to ensure that the authorised payment system is being operated ina safe, secure, sound and efficient manner.
(c) Evaluation of the hardware structure, operating systems and critical applications, security and controls in place, including access controls on key applications, disaster recovery plans, training of personnel managing systems and applications, documentation, etc.
(d) Evaluating adequacy of Information Security Governance and processes of those which support payment systems.
(e) Compliance as per security best practices, specifically the application security lifecycle and patch / vulnerability and change management aspects for the authorised system and adherence to the process flow approved by RBI.
(f) Comment on the deviations, if any, in the processes followed from the process flow submitted to RBI while seeking authorisation.
24.4 RFPL shall, at the minimum, put in place following framework:
(a) Application Life Cycle Security: The source code audits shall be conducted by profession-ally competent personnel / service providers or have assurance from application providers / OEMs that the application is free from embedded malicious / fraudulent code.
(b) Security Operations Centre (SOC): Integration of system level (server), application level logs of mobile applications (PPIs) with SOC for centralised and co-ordinated monitoring and management of security related incidents.
(c) Anti-Phishing: RFPL shall subscribe to anti-phishing / anti-rouge app services from externalservice providers for identifying and taking down phishing websites / rouge applications in thewake of increase of rogue mobile apps / phishing attacks.
(d) Risk-based Transaction Monitoring: Risk-based transaction monitoring or surveillance process shall be implemented as part of fraud risk management system.
(e) Vendor Risk Management:
(i) PPI issuer shall enter into an agreement with the service provider that amongst others provides for right of audit / inspection by the regulators of the country;
(ii) RBI shall have access to all information resources (online / in person) that are consumedby PPI provider, to be made accessible to RBI officials when sought, though the infrastruc- ture / enabling resources may not physically be located in the premises of PPI provider;
(iii) RFPL shall adhere to the relevant legal and regulatory requirements relating to geo- graphical location of infrastructure and movement of data out of borders
(iv) PPI issuer shall review the security processes and controls being followed by service providers regularly.
(v) Service agreements of RFPL with provider shall include a security clause on disclosing the security breaches if any happening specific to issuer’s ICT infrastructure or process in- cluding not limited to software, application, and data as part of Security incident Manage- ment standards, etc
(vi) Disaster Recovery: RFPL have DR facility to achieve the Recovery Time Objective (RTO) / Recovery Point Objective (RPO) for the PPI system to recover rapidly from cyber- attacks / other incidents and safely resume critical operations aligned with RTO whileensuring security of processes and data is protected.