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
We automatically track and collect the following categories of information when you visit our Website:
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:
Personal Information and Third Party Information are collectively referred to as “Information”.
Use and Storage of Information
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.
Disclosure of Information
Fraud and Credit Agencies.
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:
Communications
Phishing
Links to Our Website and to Other Websites
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.
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.
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.
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.
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.
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
Website Analytics
Security Checks, Review and Releases
User Choice
Confidentiality and Security
Public Information
Security
Updates and Changes to Privacy Policy
Your Rights
Restriction of Liability
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.
Section 1 – Definitions
Section 2 – Principles Governing Company’s policy
The Company’s policy on grievance redressal is governed by the following principles:
Section 3 – Process to handle Customer Grievances
Grievances by the holder and/or user of OBOPAY Wallet:
*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:
Grievance Redressal Procedure
Final Redressal and Closure of Grievance
Grievance shall be treated as finally redressed and closed in any of the following circumstances:
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
Limited Liability of a Customer
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: