Mobile Payment Systems | Mobile Payment Solutions | Mobile Payment Platform | Obopay

Policies

General

  1. https://www.OBOPAY.com/ (“our”, “us”, “we”, “Website”, “OBOPAY”, “OBOPAY’s mobile applications”) is committed to the protection of Information provided by the users (“you”, “your”, “users”) to us. You agree that your use of OBOPAY’s services or our interface implies your consent to the collection and use of your Information in accordance with the terms of this Privacy Policy (“Privacy Policy”).
  2. We take the privacy of our users seriously. We are committed to safeguarding the privacy of our users while providing a personalised and valuable service. In addition to this Privacy Policy, we have taken the following steps to further safeguard your privacy:
    1. General

OBOPAY has established a set of “Binding Corporate Rules”. These Binding Corporate Rules are a commitment by OBOPAY to protect your Information regardless of where the data resides. Depending upon where you live, the Binding Corporate Rules may provide additional privacy rights through your local privacy regulator or government. For more information about our Binding Corporate Rules, including information on how to contact us with any questions, write to your HR team.

Information Collected

  1. Traffic Data Collected

We automatically track and collect the following categories of information when you visit our Website:

    1. IP addresses;
    2. Domain servers;
    3. Types of computers accessing the Website;
    4. Types of web browsers used to access the Website;
    5. Referring source which may have sent you to the Website; and
    6. Other information associated with the interaction of your browser and the Website (collectively “Traffic Data”).
  1. Information Collected from You

In order for you to access certain areas of the Website, we may require you to provide us with certain information (“Personal Information”). Personal Information includes the following information:

    1. Your full name, address, e-mail address, telephone number, date of birth and bank or payment card details and any proof of your identity and/or address that we may request;
    2. Details of any transactions you carry out through our Website using your OBOPAY account and of the fulfilment of your requests;
    3. Details of any bank account (including but not limited to, account holder, account name, account number, sort code, online banking PIN, Transaction Authentication Number “TAN” and password, available balance and transaction history of your bank account), ITR, TAX certificates or any other income documents as necessary by us;
    4. Details of any credit, debit or other card used by you for transactions;
    5. Your participation in any promotion sponsored by us;
    6. Correspondence that you send us;
    7. Calls that we make to you or you make to us;
    8. Surveys that you complete through the Website or based on our request;
    9. Information collected through cookies. Please see Paragraph I (Cookies) of this Privacy Policy for more details;
    10. Your IP address, log-in times, operating system and browser type; and
    11. Details of your visits to our Website including, but not limited to, Traffic Data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access whilst visiting our Website.
  1. In order to fulfil our legal obligations to prevent fraud and money laundering, we will obtain information about you from third party agencies (“Third Party Information”), including your financial history, court judgements and bankruptcies, from credit reference and fraud prevention agencies when you open a OBOPAY account and at any time when we feel it is necessary to prevent fraud and minimise our financial risks. Please refer to Paragraph 5.2 (Anti-Money Laundering Policy) of this Privacy Policy for further details.

Personal Information and Third Party Information are collectively referred to as “Information”.

Use and Storage of Information

  1. We use your Information for the following purposes:
    1. To operate and administer your OBOPAY account and to provide services that you have requested;
    2. To carry out your instructions to make and receive payments and undertake transactions using our services, including verifying that you have sufficient funds in your OBOPAY wallet to make such payments;
    3. To allow you to participate in interactive features of the Website;
    4. To notify you about changes to our service(s);
    5. To improve our internal customer training,
    6. To comply with financial services regulations including retention of financial information and transactions;
    7. For financial and identity checks, fraud prevention checks, anti-money laundering and credit checks;
    8. For customer service, including answering questions and responding to feedback and complaints;
    9. To enhance the security of our services;
    10. To ensure that content on our Website is presented in the most effective manner for you and for your computer; and
    11. To provide you with information, products or services that you request from us or which we feel may interest you.
  2. Retention of Data.

We are required under applicable laws to retain certain records for a period of at least 5 (five) years after closure of your OBOPAY account, which will include your personal data such as your name, contact details, customer number and transaction history, etc. (“Retained Data”). Other than the Retained Data, we will delete and destroy all Personal Information that we hold about you when you (or we) terminate your OBOPAY account. We do not store your online banking login PIN, TAN and/or password.

  1. Please note that we will not store your credit card information.
  2. Please note that we will never ask you to disclose your personal or security details by e-mail. If you receive any e-mail purportedly from OBOPAY requesting your personal or security details, please do not respond to it (“Such E-mail”). Please forward any Such E-mail to your HR team and thereafter delete the e-mail immediately.

Disclosure of Information

  1. We do not disclose your Information to any third parties other than the Website’s affiliates and the following:
    1. a prospective buyer of our business or a buyer of a substantial number of the shares in our business;
    2. the police, other lawful enforcement body, regulatory body or court if we are under a duty or required by law to disclose or share your personal data , or to protect the rights, property, or safety of ourselves or our group companies, our customers, or others;
    3. Financial institutions with whom we partner to jointly provide better services, facilities or products to you. These financial institutions may only use your information for providing to you their services and market OBOPAY related products without requiring your further consent.
    4. Third parties where you have expressed an interest in receiving information about their goods and services;
    5. Third parties who referred you to us initially and to whom we owe a commission payment as a result of the referral. Where the commission payment is based on transaction volumes, numbers or types of transactions, we may share that information with that third party, but we will not disclose the full details of each of your transactions without your further written consent; and
    6. Third parties we may occasionally use to provide you with the services that you have requested. We require these third parties to not use your personal information for any other purpose.
  2. We also use Information in aggregate form (so that no individual user is identified):
    1. To build up marketing profiles;
    2. To aid strategic development;
    3. To audit usage of the Website
  3. We reserve the right to disclose Information if required to do so by law or if we believe that it is necessary to do so to protect and defend the rights, property or personal safety of the Website, or its users.

Fraud and Credit Agencies.

  1. When you open a OBOPAY account, at intervals of up to every 3 (three) months and at any other time we feel it is necessary to do so to protect our financial interests and prevent money-laundering or fraud, we share certain information about you and your OBOPAY account, financial history and transactions as part of our normal business operations with banks, payment facilitator partners, credit/debit card processing services, identity verification service providers and credit reference agencies (including, but not limited to) to identify and verify users, to limit our exposure to fraud and other criminal activities and to manage our financial risk. We can provide you with a list of the credit reference agencies we use upon your written request to your HR team. When conducting identification or fraud prevention checks, the relevant parties may retain a record of our query along with your information and may share this information with other fraud prevention agencies. If you want to know what information these companies hold about you, you can write to them to request access to your information.
  2. Anti-Money Laundering Policy

In order to comply with anti-money laundering laws that exist in various jurisdictions we reserve the right to report suspicious transactions to federal, state, provincial or local authorities and law enforcement agencies within those jurisdictions. In exchange for us permitting you to participate in, use and access our Website and services you hereby grant us the right to report any transactions which we deem suspicious, as determined solely by OBOPAY acting in its sole discretion. Examples of a suspicious transaction include but are not limited to use of funds suspected to be derived from illegal activities, any suspected intention to conceal or disguise funds derived from illegal activities, or suspicion that the involvement of our Website and services is in any manner intended to facilitate criminal activity. If for any reason we are of the belief or become aware of any transaction which we deem suspicious in nature, we may without prior notice or explanation to you take the following actions, which are in addition to all other rights and remedies available to us under this Privacy Policy, at law or in equity:

    1. report such transaction to the applicable central, state, provincial or local authorities and law enforcement agencies;
    2. de-activate or terminate your OBOPAY account forthwith;
    3. withhold any funds held in your OBOPAY wallet; and/or
    4. restrict you from registering a OBOPAY account on or with our Website or any of our affiliated websites.

Communications

  1. We may contact you via the e-mail address and phone number registered with your OBOPAY account. You may also receive system-generated transactional e-mails such as confirmations, notification of receipt of payments, notification of password changes etc. which are necessary for the proper operation and administration of your OBOPAY account. You expressly consent to receive such communications from us, irrespective of whether your phone number is registered on the National Do Not Call Registry.
  2. As a OBOPAY account holder, you will occasionally receive information by e-mail from us, unless you have expressly chosen not to receive such communication, about products, services and special deals which we think will be of interest to you via our newsletter. You can change whether or not you receive newsletters from us. However please note that you will still receive communication regarding your OBOPAY account such as transactional e-mails or other notifications affecting the operation of your OBOPAY account or our legal relationship.

Phishing

  1. Phishing is the name given to attempts to steal personal details and financial account details from a website user. “Phishers” use fake or “spoof” emails to lead users to counterfeit websites where the user is tricked into entering their personal details, such as credit card numbers, user names and passwords.
  2. If you receive such an e-mail or are asked for your password by anyone claiming to work for us please forward the e-mail or report the incident by e-mail to your HR team

 

Links to Our Website and to Other Websites

  1. Our Website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own terms of use and privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites. Please also note that the products and services offered on these websites may be limited to persons located or residing in only that particular jurisdiction. In addition, the content on these linked websites may not be intended for persons located or residing in jurisdictions that restrict the distribution of such content.
  2. Our Website also includes social media features, such as the Facebook Like button and widgets, such as the “Share this” button or interactive mini-programs that run on our site. These features may collect your IP address, which page you are visiting on our Website, and may set a Cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on our Website. Your interactions with these features are governed by the privacy policy of the company providing it.
  3. You must always obtain the prior written approval of OBOPAY before creating a hyperlink in any form from a third party website to any webpage on the OBOPAY Website. OBOPAY may or may not give such approval at its absolute discretion. In normal circumstances, we may only approve a hyperlink which displays plainly our name or website address. Any use or display of our logos, trade names and trademarks as a hyperlink will not be approved unless in very exceptional circumstances and may be subject to a fee as OBOPAY may determine at its absolute discretion. OBOPAY is not responsible for the setup of any hyperlink from a third party website to any OBOPAY website. Any links so set up shall not constitute any form of co-operation with, or endorsement by, OBOPAY of such third party website. Any link to our website shall always be an active and direct link to our website and shall be made directly to the home or front page of our website only and no “framing” or “deep-linking” of any webpage of our Website or content is allowed. Please contact HR team at your organization if you wish to create a hyperlink to any page of our Website on a third party website.

Cookies

  1. “Cookies” are small computer files that are transferred to your computer’s hard drive that contain information such as user ID, user preferences, lists of pages visited and activities conducted while browsing the Website. At your option, expense and responsibility, you may block cookies or delete cookies from your hard drive. However, by disabling cookies, you may not have access to the entire set of features of the Website.
  2. Generally, we use Cookies to customize your experience on our Website and to store your password so you do not have to re-enter it each time you visit the Website.
  3. In addition, our business partners may use Cookies to provide us with anonymous data and information regarding the use of our Website. Specifically, some of our business partners use Cookies to show the Website’s ads on other websites on the internet as a result of you using the Website. Such Cookies do not contain any Information. You may opt out of receiving Cookies placed by such third party vendors by visiting the opt-out page.
  4. Other Cookies used by our business partners may collect other non-personally identifying information, such as the computer’s IP address, type of operating system, type of internet browsing software, what web pages were viewed at what time, the geographic location of your internet service provider and demographic information, such as gender and age range. This information is used to provide the Website with more information about our user’s demographics and internet behaviours. You may find out more about the information collected and how to opt-out of receiving these Cookies by visiting our partner’s website.
  5. We do not link the information stored in these Cookies directly to any of your Information you submit while on the Website.
  6. In order to comply with legislation, we have reviewed the use of Cookies on our Website and set out the information below. This is to ensure that you are aware of these cookies and are able to give your consent for the placing of some or all of these cookies on your device when you use our Website. In summary, we use the following types of cookies:
    1. Strictly Necessary Cookies

These are cookies which are essential for our Website to operate such as those which identify you so you can log into your OBOPAY account. They allow you to move around our Website and use the services you have requested. These Cookies will be activated when you enter our Website and as you use our Website.

    1. Compliance Cookies

These include Cookies which are necessary to assist in meeting our regulatory compliance obligations, such as anti-money laundering and anti-fraud obligations, and prevent your OBOPAY account from being hijacked. These cookies will be activated when you enter our Website and as you use our Website.

    1. Performance Cookies

These are Cookies that help us to improve how our Website works and to deliver a better service to you. For example, they will assess which pages you visit most often or if you get an error message. They also allow us to see if you have used the Website of one of our group or affiliated companies. All information collected by these Cookies is aggregated and therefore anonymous.

    1. Functionality Cookies

These Cookies allow us to deliver a more personalised service to you and allow our Website to remember choices you have made such as the language you prefer or the region you are in. They may also be used to provide services you have requested such as being able to comment on one of our blogs.

    1. Third Party Cookies

When you visit a page on our Website with content embedded from third parties, for example, YouTube or Twitter, Cookies may be downloaded onto your device. We do not set or control these Cookies. If you are concerned about the types of Cookies that may be downloaded you check the third party websites for more information about these Cookies.

We may use other Cookies from time to time in accordance with this Privacy Policy. By using our Website and other online services, you acknowledge that we may use some or all of the Cookies set out in this Privacy Policy and you agree that we can place performance and functionality Cookies on your device when you use our Website. If you do not agree to this you should cease using our Website and online services or adjust your browser settings.

  1. Blocking Cookies

Should you want to continue using our services but restrict our use of Cookies, you can block Cookies by activating the setting on your browser which allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all Cookies (including Strictly Necessary and/or Compliance Cookies, as described above) you may not be able to access all or parts of our Website. Our Website may issue some of the Cookies described above as soon as you visit our Website unless you have adjusted your browser setting so that it will refuse Cookies.

Web Beacons

  1. In limited circumstances we also may use “Web Beacons” to collect anonymous, non-Information about your use of our Website and the websites of selected sponsors and advertisers, and your use of e-mails, special promotions or newsletters we send to you. Web Beacons are tiny graphic image files imbedded in a web page or email that provide a presence on the web page or e-mail and send back to its home server information from the user’s browser. The information collected by web beacons allows us to statistically monitor how many people are using the Website and selected sponsors’ and advertisers’ websites, or opening our e-mails, and for what purposes.

Website Analytics

  1. We may use third party website analytics services in connection with the Website. These website analytics services do not collect information that you do not voluntarily enter into the Website. These services do not track your browsing habits across websites which do not use their services. We are using the information collected from these services to find usability problems to make the Website easier to use. The recordings will never identify you or your account.

Security Checks, Review and Releases

  1. To maintain a high level of security, we reserves the right to conduct a security review at any time to validate your identity, verify your financial transactions and further document your consent to this Agreement. To facilitate these security checks, you agree to provide such identification or other information or documentation as we, in our sole and unfettered discretion, deem necessary. If you fail to comply with any security request, we reserve the right to void your OBOPAY account. You will be notified of such verification request by e-mail or telephone and your OBOPAY account balances will be forfeited if you fail to provide us with such requested documentation and information within the time period reasonably specified by us. Such request for documentation and information may include a sworn affidavit of identity and eligibility, release of liability in favour of us and publicity authorization.

User Choice

  1. You may choose not to provide us with any Information while accessing the Website. In such an event, you can still access much of the Website; however you will not be able to access and use those portions of the Website that require your Information.

Confidentiality and Security

  1. Except as otherwise provided in this Privacy Policy, we will keep your Information private and will not share it with third parties, unless we believe in good faith that disclosure of your Information or any other information we collect about you is necessary to:
    1. comply with a court order or other legal process;
    2. Protect the rights, property or safety of OBOPAY or another party.
    3. I give consent to OBOPAY to collect KYC documents from PSUs and Government agencies on my behalf.
    4. Enforce our Terms of Use or
    5. Respond to claims that any posting or other content violates the rights of third parties.

Public Information

  1. Any information that you may reveal in a review posting or other online discussion or forum is intentionally open to the public and is not in any way private. You should think carefully before disclosing any personally identifiable information in any public forum. What you have written may be seen and/or collected by third parties and may be used by others in ways we are unable to control or predict.

Security

  1. We are committed to ensuring that your Information is secure. To prevent unauthorised access or disclosure of Information we have physical, electronic and managerial procedures in place to keep your information safe. Once logged into your OBOPAY account, all internet communication is secured using Transport Layer Security (TLS) technology and the connection is encrypted and authenticated. However, this high level of protection can only be effective if you follow certain security practices yourself. You must never share your OBOPAY account or login details with anyone. If you are concerned that any of your login details have been compromised, you can change them any time once you are logged on but you should always also immediately contact customer services through your HR team and tell us why you think your login details have been compromised. Please read our Terms and Conditions for further information on how to keep your OBOPAY account safe.
  2. Although we make good faith efforts to store Information in a secure operating environment that is not open to the public, you should understand that there is no such thing as complete security, and we do not guarantee that there will be no unintended disclosures of your Information. If we become aware that your Information has been disclosed in a manner not in accordance with this Privacy Policy, we will use reasonable efforts to notify you of the nature and extent of the disclosure (to the extent we know that information) as soon as reasonably possible and as permitted by law.

Updates and Changes to Privacy Policy

  1. We reserve the right, at any time, to add to, change, update, or modify this Privacy Policy so please review it frequently. If we do, then we will notify you here, as well as by posting a notice on our Website and, where appropriate, a link to the modified policy so that you can review it. In all cases, use of information we collect is subject to the Privacy Policy in effect at the time such information is collected.

Your Rights

  1. You have a legal right to a copy of any Information about you held by us. You also have a right to correct any errors in that Information. As mentioned above, you have a right to request that we cease to use your Information for direct marketing purposes.

Restriction of Liability

  1. We makes no claims, promises or guarantees about the accuracy, completeness, or adequacy of the contents of this Website and expressly disclaim liability for errors and omissions in the contents of this Website.
  2. No warranty of any kind, implied, expressed or statutory, including but not limited to the warranties of non-infringement of third party rights, title, merchantability, fitness for a particular purpose and freedom from computer virus, is given with respect to the contents of the Website or its hyperlinks to other internet resources.
  3. Reference in this Website to any specific commercial products, processes, or services, or the use of any trade, firm or corporation name is for the information and convenience of the public, and does not constitute endorsement, recommendation, or favouring by us.
  4. The contents of this website are under copyright and/or trademark of their original author(s) unless otherwise noted on the page itself.

If you have questions or concerns, feel free to reach out to your HR team and we will attempt to address your issue.

OBOPAY is committed to process all refunds within 24 hours.

Please note that banks take 3-5 days to process the refunds.

Who can get a refund?

obopay.com gives refund if payment is successful, and payment is credited to OBOPAY balance but user is not able to get recharge.

How to request a refund?

Fill in the Customer Support form and mention clearly your current OBOPAY balance and what problem you are facing with recharge.

Please note that banks take 3-5 days to process the refunds.

I made a payment, but my mobile did not get recharged. What to do?

Login to , go to My Account and check your OBOPAY balance. If your payment is reflecting in OBOPAY balance, click on “Recharge” button against the cell number. If payment is not added to OBOPAY balance, Fill in the Customer Support form and mention the transaction reference number you got from the payment. All such requests will be processed within 24 hours and payment will be added to OBOPAY balance.

What if I have excess OBOPAY balance but I don’t want to use it?

According to RBI regulation, it is not possible to convert wallet amount into currency, therefore, we cannot refund unless there is a problem with recharge.

Preamble
OBOPAY Mobile Technology India Pvt Ltd. (the Company) is engaged in the following business segment
Semi-Closed prepaid Wallet business: Issuance of multipurpose prepaid OBOPAY Wallet as a payment option alternative to cash for large segment of population in the country that is unable to use e-payment / m-payment facility since they do not have debit/credit cards.
(Semi-Closed prepaid OBOPAY Wallet business is governed by the PSS Act and the RBI Guidelines).
The Company offers safe and easy payment option to every customer for seamless transactions across M-Commerce and E-Commerce domains. The Company has introduced multi-purpose prepaid OBOPAY Wallet (known as “OBOPAY”) which can be used to purchase various goods and services Online/On-mobile/IVRS from affiliated merchants based on “anywhere-anytime” concept which would result in increased sales for all affiliated merchants and safety and convenience for the customer. The Company is helping business organizations to expand markets by supporting sales channels convergence with its payments options.
As a service provider industry, customer service and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressal of various types of Customer Grievance Redressal Policy customer complaints.
The Company is in the business of issuance of Semi-Closed prepaid OBOPAY Wallet and is authorised by the Reserve Bank of India (RBI) to operate a Payment System. It is governed by the Payment and Settlement Systems Act, 2007(“the PSS Act”), Regulations made under and the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 (“the RBI Guidelines”) laid down by the RBI.
As required under the Clause 12.2 of the said RBI Guidelines, the Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to OBOPAY Wallet as online payment mode. This is done by setting up an internal two tier system in the form of “Customer Support” and a grievance redressal mechanism in the form of “Customers Grievance Redressal Committee”, as hereinafter provided.

  1. This Policy is called the “Customers Grievance Redressal Policy”.
  2. It shall apply to the business of the Company in India.
  3. It shall apply only to Semi-closed prepaid OBOPAY Wallet business.
  4. It is available on the website of the Company

Section 1 – Definitions

  1. ‘Company’ shall mean One OBOPAY Mobile Technology India Private Limited which is carrying on the business of issuance of Prepaid Payment Instruments, payment processing, payment collection and related services by facilitating payment solutions to the Customer for buying goods and services through any digital/electronic medium.
  2. ‘Complainant’ shall mean the Customer who has a Grievance.
  3. ‘Customer’ shall mean the holder and/or user of OBOPAY Wallet and/or any of the system participants of the Company.
  4. ‘Grievance’ shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by, or about the standard of service of the Company and/or its representative, in relation to use of OBOPAY Wallet.
  5. ‘OBOPAY Wallet’ shall mean the activated and valid Semi-closed prepaid wallet and all variants of the same issued by the Company.
  6. ‘Payment System’ means a system that enables payment to be effected between a payer and a beneficiary involving clearing, payment or settlement service or all of them but Customer Grievance Redressal Policy does not include a stock exchange.
  7. ‘Redressal’ shall mean the final disposal of the Grievance of the Complainant by the Company.
  8. ‘System Participant’ shall mean Bank or any other person participating in a payment system and includes the system provider as per the PSS Act.
  9. ‘System Provider’ shall mean a person who operates and authorizes payment system.
  10. ‘Week’ shall mean consecutive seven Working Days.
  11. ‘Working Day’ shall mean any day (other than Sunday & Public Holiday) on which the Company’s Corporate Office is open for business.

Section 2 – Principles Governing Company’s policy
The Company’s policy on grievance redressal is governed by the following principles:

  1. Customer shall be treated fairly at all times.
  2. Complaints raised by customers shall be attended with courtesy and in time.
  3. Customers shall be fully informed of avenues for grievance redressal within the organization and their right to approach the Customers Grievance Redressal Committee in case they are not fully satisfied with the response of the Customer Support.
  4. The Company’s Officer-in-Charge of Customer Support must work in good faith keeping in mind this policy of the Company.

Section 3 – Process to handle Customer Grievances
Grievances by the holder and/or user of OBOPAY Wallet:

  1. Two Tier Grievance Redressal System
  2. The Company has established customer grievances redressal machinery functioning at two levels:
  3. Customer Support*
  4. Customers Grievance Redressal Committee

*Customer Support: Customers to reach out to their respective HR team for any customer complaints. The HR team SPOC to in turn reach out to OBOPAY support team.
Function and Authority
The Customer Support is responsible for the resolution of queries of all customers. The Officer-in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the customer’s satisfaction.
Constitution
The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Customers Grievance Redressal Committee (“the Committee”) for redressing their grievances. The Committee shall consist of two members out of whom one will be designated by the Company and the other would be an independent person who has fairly requisite knowledge of the Laws, who is not office-bearer, employee, director or any other person/s who has/have any interest of whatsoever nature in the Company.
This committee, at present, consists of three escalations:
Escalation Matrix
The three escalation levels are as below of three escalations:
Escalation Level – 1
Write to Customer Support team – obopaysupport@obopay.com
Number: 080-66732300 Ext-211
Response Time: Seven Business Days

Escalation Level – 2
Write to Manager Customer Service: manager@obopay.com
Response Time: Fifteen Business Days

*If the customer does not receive the response in the stipulated time or did not receive any satisfactory response they can reach out to the next level
Escalation Level – 3
Write to Nodal Officer – nodal@obopay.com
Number: 080-66732300 Ext- 215
Response Time: Twenty One Business Days
Function and Authority
The functions of the Committee are as under:

  1. The Committee will address the grievance of the Customer if he/she is not satisfied with the decision of the Customer Support.
  2. The Committee will be responsible for ensuring timely and effective implementation of all regulatory requirements regarding customer service.
  3. The Committee shall have right to ask for all records from the Customer Support and the customer.
  4. The Committee will look into the simplification of procedures and practices prevailing in the Company with a view to safeguarding the interests of customers of the Company.
  5. The Committee will review the regulations and procedures prescribed by RBI for customer service and whether the same are adopted in spirit and intent by the Company and make suitable recommendations for rationalization of the same.
  6. The Committee will review the practice and procedures prevalent in prepaid payment solutions industry and take necessary corrective action on an on-going basis.
  7. The Committee will endeavour to proactively advice the Customer Support on pending complaints.

Grievance Redressal Procedure

  1. a. A grievance may be communicated by the Complainant to the Committee as per the convenience of the Complainant in physical or electronic mode
  2. b. Upon receipt of a grievance, the concerned officer shall enter the details thereof in the Grievance Redressal Register.
  3. c. All grievances received shall be acknowledged within three working days from the receipt of grievance by the Committee.
  4. d. The Committee shall resolve every grievance within 21 working days from the date of receipt of the grievance.

Final Redressal and Closure of Grievance
Grievance shall be treated as finally redressed and closed in any of the following circumstances:

  1. a. Where the Complainant has communicated his acceptance of the Company’s decision on redressal of grievance communicated by Customer Support
    or
  2. b. Where the Complainant has not communicated his acceptance of the Company’s decision, within 1 (ONE) month from the date of communication of decision by the Customer Support or the Committee, as the case may be.

Implementation of the decision
The Management shall take all necessary steps to implement the decision of the Committee.
Grievances by a person other than the holder and/or user of OBOPAY Wallet (System Participant):
Grievances between System Participants in respect of any matter connected with the operation of the payment system shall be resolved in accordance with the relevant provisions of the Payment and Settlement Systems Act, 2007, as may be amended from time to time.
NOMINATION
If the customer wants to nominate his representative to appear and make submissions on his behalf before the Customers Grievance Redressal Committee the following declaration should be submitted:
I/We the above named customer hereby nominate Shri/Smt. , who is not an Advocate and whose address is as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us.
He/ She has signed below in my presence.

(Signature of Representative)
(Signature of Customer)

Customers to mandatorily register for App alerts and wherever available register for e-mail alerts, for electronic banking transactions. OBOPAY is now working on raising SMS alerts and which will soon be operational. OBOPAY will send App/SMS alerts to the customers, while email alerts may be sent, wherever registered.

The customers must notify OBOPAY of any unauthorised electronic banking transaction at the earliest after the occurrence of such transaction.  Customers are cautioned that the longer the time taken to notify OBOPAY, the higher will be the risk of loss to customer. To facilitate this, OBOPAY will provide customers with 24×7 access through multiple channels viz., via website, App, e-mail, etc. for reporting unauthorised transactions that have taken place and/ or loss or theft of payment instrument such as card, etc. OBOPAY will also enable customers to instantly respond by “Reply” to the App and e-mail alerts.

Further, a direct link for lodging the complaints, with specific option to report unauthorised electronic transactions will be provided by OBOPAY on home page of our website.

The loss/ fraud reporting system will also ensure that an immediate auto response is sent to the customers acknowledging the complaint along with the registered complaint number. The communication systems used by OBOPAY to send alerts and receive their responses  records the time and date of delivery of the message and receipt of customer’s response, if any, to them. OBOPAY will not offer facility of electronic transactions to customers who do not provide mobile numbers to OBOPAY. On noticing an unauthorised transaction the customer  should first change their MPIN and immediately inform OBOPAY.  Based on Customer consent OBOPAY will b/lock the account to ensure that further unauthorised transactions are avoided.

Limited Liability of a Customer

  1. A customer’s entitlement to zero liability shall arise where the unauthorised transaction occurs in the following events:
    1. Contributory fraud/ negligence/ deficiency on the part of OBOPAY (irrespective of whether or not the transaction is reported by the customer).
  2. However, OBOPAY may, at its sole discretion, deny the customer the said benefit entirely or increase the amount of customer’s liability in this regard:
    1. If OBOPAY, in its sole opinion, determines, based on available evidence (provided by the customer or otherwise obtained) that the customer has shown any delay in reporting or was negligent or fraudulent in the handling of the card (including protecting the card or the PIN or reporting the loss or unauthorised transactions)
    2. If OBOPAY, in its sole opinion, decides that further investigation is necessary including those for the unauthorised transactions and/or merchant types
    3. If the prior card handling history of the customer is unsatisfactory
  1. The responsibility of OBOPAY for non-execution or defective execution of the unauthorised transactions is limited as follows:
    1. If reported within 3 days, customer’s liability is: Zero
    2. If reported within 4-7 days, customer’s liability is: Transaction value or Rs.10,000 per transaction whichever is lower
    3. If reported beyond 7 days customer’s liability is: To the fullest extent

Limited Liability of a Customer

  1. A customer shall be liable for the loss occurring due to unauthorised transactions in the following cases:
    1. In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorised transaction to OBOPAY
    2. Any loss occurring after the reporting of the unauthorised transaction shall be borne by OBOPAY
  2. Third party breach where the deficiency lies neither with OBOPAY nor with the customer but lies elsewhere in the system, and the customer notifies OBOPAY regarding the unauthorised transaction.  The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of the transaction communication by the customer from OBOPAY and the reporting of the unauthorised transaction to the PPI issuer

OBOPAY will provide these policy details in regard to customers’ liability formulated in pursuance of regulatory requirements to individual customers at the time of opening the accounts; it will be available on the website and will be accessible through a link in the OBOPAY APP.

Further, OBOPAY will ensure that:

  • A complaint is resolved and liability of the customer, if any, established within 90 days

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