OPEN PAYMENT AGGREGATOR SERVICES-TERMS AND CONDITIONS

These terms and conditions ("Terms") are an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable and as amended from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures. These Terms governing the Open Platform and Services are published in accordance with the provisions of Rule 3(1)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 framed under the Information Technology Act, 2000 (as amended from time to time), and constitute a legally enforceable and binding contract between Open and the Merchant (as defined below).

These Terms and Conditions (hereinafter referred to as "Agreement"/"Terms") govern the relationship between Open Financial Technologies Private Limited, a company incorporated under the Companies Act, 2013 with its registered office at No.31/1, RGA Tech Park, 3rd Floor, Block No.2, Sarjapur Main Rd, Chikkannhelli Village, Varthur, Bengaluru, Karnataka 560035 (hereinafter referred to as "PA", "Open" "We" or "Us"), and the merchant (hereinafter referred to as "Merchant" or "You" or "Your" as the context requires), concerning the provision and use by You of Open’s payment aggregation services.

General Disclaimer: Open is a technology service provider and a payment aggregator regulated and licensed by the Reserve Bank of India ("RBI"). It is not a bank and does not hold or claim to hold a banking license.

Definitions

Unless the context otherwise requires, the following terms shall have the meanings set forth below:

“Card Networks” shall inter alia mean and include without limitation RuPay, MasterCard, Visa and American Express.

“Card Network Rules” shall mean the applicable rules, standards and instructions issued by the different card network providers (including but not linked to VISA, MasterCard, Rupay, American Express etc). as amended from time to time.

“Cash Transaction” shall mean a merchant transaction wherein banknotes or currency notes, being legal tender in India, is offered or tendered, for and at the time of delivery of goods and services.

“CDD” or “Customer Due Diligence” means identifying and verifying the customer and the beneficial owner using reliable and independent sources of identification. Explanation - The CDD, at the time of commencement of an account-based relationship or while carrying out occasional transaction of an amount equal to or exceeding rupees fifty thousand, whether conducted as a single transaction or several transactions that appear to be connected, or any international money transfer operations, shall include:

• Identification of the customer, verification of their identity using reliable and independent sources of identification, obtaining information on the purpose and intended nature of the business relationship, where applicable
• Taking reasonable steps to understand the nature of the customer's business, and its ownership and control;
• Determining whether a customer is acting on behalf of a beneficial owner, and identifying the beneficial owner and taking all steps to verify the identity of the beneficial owner, using reliable and independent sources of identification.

“Central KYC Records Registry” (CKYCR) means a reporting entity, substantially owned and controlled by the Central Government, and authorised by that Government through a notification in the Official Gazette to receive, store, safeguard and retrieve Merchant’s KYC records in digital form;

“Chargeback” shall mean the reversal (such reversal being requested by a issuing bank pursuant to a request from the issuing bank’s customer) of the debit of the transaction amount that was charged by You, where the reversal is approved by the Card Scheme or payment system provider following examination of the transaction related documents and information furnished by You, consequently resulting in Open being charged the transaction amount and charges, penalties or fines associated with processing the Chargeback.

"Customer" refers to any individual or entity making a payment to the Merchant for goods, services, or investment products.

“CPV” shall mean contact point verification which will entail physical verification of the address or place of business of the merchant.

“Digital and Electronic Network” shall mean include network of computers, television channels and any other internet application used in automated manner such as webpages, extranets, mobiles etc.

“Digital KYC” means the capturing live photo of the customer and officially valid document or the proof of possession of Aadhaar, where offline verification cannot be carried out, along with the latitude and longitude of the location where such live photo is being taken by an authorised officer of Open or its authorised service provider.

“E-commerce” shall mean the buying and selling of goods and services, including digital products, conducted over digital and electronic network.

“Escrow Account” shall mean the non-interest bearing pooling account of Open Financial Technologies Pvt Ltd where the Merchant’s funds are received after payments by Customer.

“KYC” shall mean Know Your Customer which is a due diligence process requiring regulated entities (REs) regulated by the Reserve Bank of India like Payment Aggregators to verify identities and addresses of a Merchant to prevent financial crime, such as money laundering and terrorist financing.

“KYC Master Directions” shall mean the Know Your Customer Directions, 2025 bearing Circular No. RBI/DOR/2025-26/169 dated November 28, 2025 as maybe amended from time to time.

“Marketplace” means an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers.

"Merchant" refers to an entity or a marketplace/e-commerce platform that sells goods, provides services, or offers investment products.

“Officially Valid Document (OVD)” means the passport, the driving licence, proof of possession of Aadhaar number, the Voter's Identity Card issued by the Election Commission of India, job card issued by NREGA duly signed by an officer of the State Government and letter issued by the National Population Register containing details of name and address. Provided that, a.) where the customer submits his proof of possession of Aadhaar number as an OVD, he may submit it in such form as are issued by the Unique Identification Authority of India. b.) where the OVD furnished by the customer does not have updated address, the following documents or the equivalent e-documents thereof shall be deemed to be OVDs for the limited purpose of proof of address:- i.) utility bill which is not more than two months old of any service provider (electricity, telephone, post-paid mobile phone, piped gas, water bill); ii.) property or Municipal tax receipt; iii.) pension or family pension payment orders (PPOs) issued to retired employees by Government Departments or Public Sector Undertakings, if they contain the address; iv.)  letter of allotment of accommodation from employer issued by State Government or Central Government Departments, Statutory Authority, public sector undertakings, scheduled commercial banks, financial institutions and listed companies and leave and licence agreements with such employers allotting official accommodation; c.) the customer shall submit OVD with current address within a period of three months of submitting the documents specified at ‘b’ above d.) where the OVD presented by a foreign national does not contain the details of address, in such case the documents issued by the Government departments of foreign jurisdictions and letter issued by the Foreign Embassy or Mission in India shall be accepted as proof of address.
Explanation: For the purpose of this clause, a document shall be deemed to be an OVD even if there is a change in the name subsequent to its issuance provided it is supported by a marriage certificate issued by the State Government or Gazette notification, indicating such a change of name.

"Payment Aggregator (PA)" refers to Open or as the context may require any other entity authorized by RBI to operate as online or offline payment aggregator,   that facilitates aggregation of payments made by Customers to the Merchants through one or more payment channels through the Merchant’s interface for purchase of goods, services or investment products, and subsequently settles the collected funds to such Merchants;

"Payment Gateway (PG)" refers to an entity that provides technology infrastructure to route and facilitate processing of a payment transaction without any involvement in handling of funds, as defined in the RBI PA Directions 2025.

"PA Master Directions 2025" refers to the Master Directions on Regulation of Payment Aggregator, 2025, issued on September 15, 2025 by the Reserve Bank of India (RBI) bearing number RBI/DPSS/2025-26/141, as amended from time to time.

“PMLA” shall mean the Prevention of Money Laundering Act, 2002 and the rules made thereunder from time to time.

"Services" refers to the payment aggregation services provided by Open through the open.money website and other associated websites of Open (“Open Platform”) to the Merchant(s), enabling the Merchant(s) to accept various payment methods from its Customers for the goods or services purchased from the Merchant.

"Statutory Authority" shall for the purpose of these Terms shall inter alia mean and include without limitation the cyber cell, police, courts or body, institution, or official whose power and functions are derived from a specific statute (Act of Parliament or State Legislature).

"Transaction" refers to any payment instruction initiated by a Customer through the Open's platform for the purchase of goods, services, or investment products from the Merchant.

“Video based Customer Identification Process (V-CIP)”: refers to an alternate method of customer identification with facial recognition and customer due diligence by an authorised official of the RE by undertaking seamless, secure, live, informed-consent based audio-visual interaction with the customer to obtain identification information required for CDD purpose, and to ascertain the veracity of the information furnished by the customer through independent verification and maintaining audit trail of the process. Such processes complying with prescribed standards and procedures shall be treated on par with face-to-face CIP.

Merchant Onboarding and Due Diligence

Open’s Services cannot be accessed if KYC verification is unsuccessful and fails to meet the requirements of Open’s board approved policies. All KYC requirements as per Open’s Board approved Merchant Onboarding, KYC, and Transaction Reporting Policy (as maybe updated from time to time) (“KYC & Onboarding Policy”) have to be complied with by the Merchant and any deviation from such policies by the Merchant will be considered as a breach of requirements and Open shall reserve all rights to reject the onboarding of the Merchant or suspend/ terminate access to the Open Services if any breach is identified subsequent to Merchant’s onboarding.

Application and Verification: To utilize the Services, the Merchant must complete application process and provide all requested information and documentation as required by Open as per the KYC & Onboarding Policy. Open reserves the right to accept or reject any application at its sole discretion if the requirements of the KYC & Onboarding Policy and the acceptance policy under Chapter III of the KYC Master Directions are not met.

Know Your Customer (KYC) Requirements: The Merchant acknowledges and agrees that Open is required to conduct thorough due diligence, including KYC verification, as per the PA Master Directions, 2025, KYC Master Directions and other applicable laws and regulations. The Merchant shall provide all necessary documents, including but not limited to, business registration certificates, tax identification numbers, bank account details, and identity proofs of proprietors/partners/directors/signing authorities/Power of Attorney holders.

To access and use the Open Platform and Services, You must have a Merchant Account registered on the Open Platform. The Merchant Account is provided to you by Open in partnership with the Service Providers, subject to applicable laws (including the RBI Guidelines). You will provide Open and its Service Providers (as applicable) with all documents and information required to carry out KYC in accordance with the RBI Guidelines. You must provide true, accurate, current and complete information at all times, failing which, Open may at any time reject Your registration and terminate your right to use or access the Open Platform and/or Services. For the purpose of conducting KYC of the Merchant, Open has the right to seek the self-attested copies of the documents, as submitted during/post the registration process.

By proceeding with the sign-up to the Services provided by Open, You consent and authorize Open to fetch your records from the Central KYC Registry for the purpose of completing initial KYC and if you are already onboarded as a Merchant of Open you consent to Open conducting ongoing KYC check to ensure compliance with requirements of law and amendments thereof.  You also consent to Open undertaking background and antecedent check before onboarding You as a merchant on the Open Platform.  In the event of breach or non-compliance of the foregoing, Open may at any time reject Your registration and terminate your right to use or access the Open Platform and/or Services. You also hereby consent and authorize Open and its third party service providers to conduct CPV or physical verification as part of the KYC process mandated under law and agree that Open and it’s service providers may contact you at business address provided by You at the time of onboarding, as per the requirements of law and hereby agree to cooperate with Open and its service providers to complete this process. By agreeing to these Terms, You confirm that all consent obtained from You including  under this clause are free, specific, informed, unconditional, and unambiguous.  If CPV is unsuccessful or produces a negative report, Open may: (a) reject your onboarding application; or (b) suspend or terminate your account if you are already onboarded as a merchant.

If you proceed to register with the PA using Aadhar Offline e-KYC, You (the Aadhaar holder), hereby irrevocably:

• place a request to Open and Perfios Software Solutions Private Limited (“Perfios”) ( erstwhile known as Karza Technologies Private Limited or “Karza”) to access Your Aadhaar Information (defined below) from UIDAI to fetch and verify information regarding Aadhaar Number, Aadhaar XML, Virtual ID, e-Aadhaar, Masked Aadhaar, Aadhaar details, demographic information, identity information, Aadhaar registered mobile number, face authentication details and/or biometric information (collectively referred to as “Aadhaar Information”).
• explicitly authorize Open and Perfios to fetch Your Aadhaar Information from UIDAI to make it available to Open and/or any third party, as may be required for completing KYC verification.
• agree to take all the necessary actions required for the purpose of authenticating and verifying Your Aadhaar Information.
• give a valid, binding, irrevocable and explicit authorization and consent as may be required under applicable laws, rules, regulations and guidelines for availing the Aadhaar API services of Perfios including, but not limited to the transmission and storage of Your Aadhaar Information by Open and Perfios.
• understand and agree that the Consent has been submitted by You voluntarily and without any coercion from Open or Perfios or any other party.
• fully understand and accept sole and complete responsibility for any issues, legal suits, damages, losses, penalties, fines or liabilities (“Losses”) arising out of Your sharing of Aadhaar Information and authorizing Open or Perfios for fetching Your Aadhar Information and that You will fully hold harmless Open and Perfios, its representatives, employees and directors for any Losses arising out of such request and actions.
• Understand and agree that Open and Perfios do not store or retain any Aadhaar Information including the Aadhaar number belonging to You after it has processed Your request.

In the event Your records are not available in the CKYCR, you agree and authorize Open to conduct the CDD through other mechanisms as outlined in the KYC Master Directions as amended from time to time.

In the event of CKYC of Merchant as set out in Clause 2.6 failing, the Merchant may provide consent authorizing Open to access and fetch Merchant’s OVD through DigiLocker. However, if You do not wish to provide access to your DigiLocker, Open will provide the option to manually upload OVDs for completing KYC. If You voluntarily submit Aadhar, you will ensure that You submit only masked Aadhar copy and Open will never compel submission of the Aadhar copy.

Risk Assessment: Open will conduct a risk assessment of the Merchant's business activities as well as carry out Transaction monitoring to comply with the Prevention of Money Laundering Act, 2002 and other applicable laws. The Merchant agrees to cooperate fully with any requests for information related to this assessment. The Merchant also agrees and understands that Open will be authorized to report suspicious Transactions to the relevant Statutory Authority/ Statutory Authorities appointed under applicable laws including but not limited to those appointed under the PMLA, Indian Penal Code, 1860, Bharatiya Nyaya Sanhita (BNS), The Code Of Criminal Procedure, 1973, Bharatiya Nagarik Suraksha Sanhita (BNSS) and Bharatiya Sakshya Adhiniyam (BSA), Indian Evidence Act, 1872 as amended from time to time. It is hereby clarified that the Merchant shall not have the right to withhold the information on ground of confidentiality and understands that the interest of law enforcement authorities in investigating an offence shall supersede the interests connected to privacy.

Accuracy of Information: The Merchant warrants that all information provided during the onboarding process and throughout the tenure of availing Services as per these Terms is true, accurate, complete, and up-to-date. The Merchant shall promptly notify the Open of any changes to this information from time to time.

If You are a Marketplace which is onboarded by Open as a Merchant you agree and undertake that You will not allow sellers onboarded by you to sell through your marketplace platform until your marketplace KYC requirements are met  in addition to the KYC requirements under the KYC & Onboarding Policy and you agree to provide Open an undertaking to this effect at the time of your onboarding with Open.:

• You shall ensure proper KYC of the sellers onboarded on your platform;
• You shall ensure every seller onboarded  on your platform is in compliance with MD on KYC, PAPG;
• You shall co-operate with Us regarding instruction with regard to the above mentioned obligations;
• You shall indemnify Open for any reason including claims, damages, regulatory penalties etc. for breach of the above mentioned obligations as well as any act or omissions of sellers onboarded on your platform; and
• Provide any other information about sellers onboarded on the marketplace as may be requested by Open from time to time.

You agree and acknowledge that your website or mobile application through which goods are sold always prominently display all the charges you may impose on the Customer other than the price of the goods and services and the Customer is made aware of such charges before proceeding for checkout.

In case You are a Payment Aggregator onboarded by Open that also onboards other merchants, You shall be responsible for completing full due diligence of Your merchants as per KYC MD and PAPG Guidelines laid down by RBI and submit the records if and when requested by Open.

Subsequent to you being onboarded as a Merchant of Open, You agree and undertake to cooperate with Open in connection with continuous monitoring of transactions which Open is required to do under applicable law to ensure that the transactions are in line with and consistent with the Merchant’s disclosed line of business at the time of onboarding. You agree to provide necessary documents for the foregoing purposes as and when required by Open in connection with transaction monitoring and regulatory compliance.

You as a Merchant being onboarded by Open or an existing Merchant of Open agree and undertake to furnish to Open all additional documents and information including but not limited to MCC/MID codes that Open may need in connection with compliance requirements under KYC Master Directions, 2025 or as maybe prescribed under any other law/regulation or amendment to existing laws/regulations in relation with KYC requirements.

Merchant shall be liable in case it used its UPI ID or other payment details/instructions for any other purposes not in line with the assigned MCC. In the event it is found that any Merchant has used its UPI ID or other payment mode for banned or illegal transactions or disallowed transactions or banned MCCs or MCC under which partner Bank does not allow to create SID or cases referred by cyber-crime or any other business activities which is not specially approved by NPCI / RBI/ partner Bank /Card Network /other payment system operator (“PSO”). In such cases defaulted Merchant/s will be blacklisted along with its VPA and data will be shared with NPCI or any other concerned PSO. In order to safeguard the interest of affected entities including end Customer, Merchant, the decision may be taken to file Police Complaint / FIR wherever required, by Open. Any direct financial liabilities arising out of such activities shall be borne by the Merchant. Such liabilities can be in the form of complaints or notices received from the regulators including RBI, NPCI, other PSO or any other government bodies.

You agree and unequivocally undertake to disclose the correct MCC code for all sub-merchants if you are a payment aggregator and in cases where You, the Merchant operate multiple lines of business, You agree to correctly disclose all business lines for which You intend to enable the Services. Any actual or suspect misuse of MCC Codes detected by Open shall be considered as a material breach which may lead to either suspension or termination of Services by Open.

In the event that a Merchant proposes to enable the Services for the purpose of payment processing for businesses designated as Restricted in the list provided on the Open website. The Merchant shall be required to intimate Open of this requirement and final approval will depend on approval by Open’s banking partners and shall be subject to the Merchant agreeing to additional terms and conditions that will be determined by Open.  Further, the Merchant shall be prohibited from carrying out any business falling under the Prohibited List provided at https://open.money/prohibited-services as updated from time to time.  Any Merchant found to have enabled Open Services for a Prohibited List activity shall be liable to fines and penalties in addition to the Open Services being terminated immediately.

In the event that the Merchant has multiple lines of businesses Merchant will be required to share separate business documents for allocation of different MCC for each category of business undertaken by it. In the above mentioned circumstances Merchant cannot be categorized under one MCC and therefore separate MCCs will be required for activation of desired mode of payment collection.

Services Provided

Payment Processing: Open will facilitate the processing of online and/or physical payments made by Customers to the Merchant through various payment instruments and channels. Any Cash Transaction will not be processed by Open.

Fund Settlement: Open will collect funds from Customers on behalf of the Merchant and settle these funds into the Merchant's own designated bank account (“Settlement Account”), subject to applicable deductions as permitted by the PA Master Direction including but not limited to fees, charges as well as approved chargebacks/ refunds, and settle the net amount to the Merchant’s Settlement Account in T +2 business days unless otherwise agreed in writing.  In this clause “T” shall mean the date of realization of the amount by Open in its Escrow Account.

For the purpose of Clause 3.2, Settlement shall mean settlement of the following amounts from Open’s Escrow Account to Merchant’s Settlement Account:

• Funds from Customers towards sale of goods/services/ investments and amount received under promotional activities, incentives, cashbacks, etc.
• for payment to another PA or PA – CB facilitating outward transactions which is part of the transaction flow, for ultimate settlement of funds to the Merchant for payment to any other account (third party), on specific direction of Merchant, upon fulfilling the requirements as prescribed under the applicable law.

The Merchant agrees and understands that Open has no control over incoming funds and its delay thereof.  Open will transfer the funds to the Merchant in accordance with PA Master Directions (and other guidelines as maybe applicable) only once funds are realized in Open’s Escrow Account and the timeline for settlement to Settlement Account shall commence only after actual realization of monies by Open into the Escrow Account.    You agree and understand that no interest shall accrue to the Merchant for any delayed settlement to the Settlement Account.

Open relies on third-party service providers, including banks, payment networks, technology providers, and other intermediaries, for the provision of Services on the Open Platform. Open shall not be liable for any interruption, delay, failure, or unavailability of Services caused by:

• Actions, omissions, or failures of any third-party service provider;
• Disruptions in payment systems, banking networks, or telecommunication services;
• Technical failures, maintenance activities, or system outages by third parties;
• Any force majeure events affecting third-party infrastructure; or
• Any other cause beyond Open's reasonable control.

The Merchant therefore acknowledges that Open's ability to provide uninterrupted Services is dependent on third-party systems and infrastructure, and agrees that Open shall not be held responsible for any losses, damages, or consequences arising from such third-party interruptions.

The Merchant understands that the Payment Gateway Services are provided on the Open Platform by integrating with various Service Providers in order to provide a single solution for all payment acceptance.

Open provides a payment solution to You for accepting money through multiple instruments. For those transactions, where Open will have a credit in its Escrow account, the same will be settled to the Merchant and transactions where Open does not receive credit in its Escrow, the transaction will be marked as a failed transaction by Open. In case of transactions marked as failed, Open will support the Merchant in resolving the dispute in accordance with the turnaround times prescribed by the RBI for resolution of failed transactions vide the circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019.

The Merchant authorizes Open to hold, receive, disburse and settle funds on, the Merchant’s behalf subject to these Terms. The Merchant authorization permits Open to generate an electronic funds transfer between the payment system providers and the Escrow Account to process each Transaction. The Merchant acknowledges that its continued use of the Payment Gateway Services will be subject to its compliance with the RBI Guidelines. The authorizations provided hereunder by the Merchant will remain in full force and effect until the Merchant Account is closed or terminated in accordance with the provisions contained hereunder.

All risk, loss or liability associated with delivery undertaken by the Merchant to its Customers will be solely and absolutely attributable the Merchant. Also, all disputes regarding quality, merchantability, non-delivery, delay in delivery or otherwise will be directly handled between the Merchant and the Customer without any reference to Open as a party to such disputes.

In circumstances where You, require Open to settle the monies collected by Open on your behalf to a third party, Open will allow this feature and carry out the settlement solely based on your written instructions only if the following conditions and eligibility criteria are met:

• You have an online presence with an annual turnover above ₹ 40,00,000/- (Rupees Forty Lakhs Only). You may be required to produce documentary proof or declaration confirming the same;
• You have successfully completed full KYC process as per Open’ KYC & Onboarding Policy
• the third party (mentioned above) is the payee that interfaces with You for purchase / delivery of goods, services or investment products, for the underlying transaction; and
• You shall also be required to ensure that complete KYC records of the third party are maintained by you and made available to Open upon request in addition to complying with requests made by Open in accordance with the KYC & Onboarding Policy.

Reporting: Open will provide the Merchant with access to a dashboard or reports detailing Transaction history, settlement reports, and other relevant information.

Refunds: All refunds shall be made to the original method of payment, unless specifically instructed by the Customer to credit the refund to an alternate mode belonging to the same Customer. Open will handle all refunds unless the Merchant has specifically communicated to Open that it manages refunds independently.

The Merchant hereby specifically agrees to allow Open to reverse any excess settlement done into its account for any reason whatsoever.

Merchant Obligations

Compliance with Laws: The Merchant shall at all times comply with all applicable laws, rules, and regulations, including but not limited to the PA Master Directions 2025, the Payment and Settlement Systems Act, 2007, Prevention of Money Laundering Act, 2002 and related rules,  the Foreign Exchange Management Act (FEMA), 1999 and any other applicable law including guidelines issued by the RBI or other regulatory authorities.

The Merchant shall ensure that it adheres to Open’s KYC & Onboarding Policy on a continuing basis when the Open Services are being used and comply with all requests and audits that Open may conduct from time to time in connection with Open’s legal and regulatory compliance requirements.

Merchant shall ensure that it generates and displays transaction receipts and shares acknowledgement of the transactions to every Customer on completion of transactions and shall send a copy of the same to its Customers. The copies of these will be shared with Open upon request made by Open and any breach of this obligation may result in either termination or suspension of Services, at Open’s sole discretion.

The Merchant shall maintain all transaction records relating to the Services and agrees to make the said records available to Open, its partner bank or regulator when requested for and agrees to co- operate with Open and its third party partners in connection with any audit or inquiry in relation to which the transaction records are called for.

The Merchant shall be responsible to ensure that it meets all the commitments it makes to the Customers at the time of purchase of the products by the Customer including in connection with discounts, cashback schemes and other incentives.

Merchant agrees to ensure that any change in address, change in key officers, operational changes, change in nature of business etc. are promptly intimated to Open within 15 (fifteen)  days from the date of change being effective. You also agree to promptly communicate turnover threshold changes within the same timelines. If no disclosures are made to Open, the last disclosure will be considered as correct and Merchant agrees to indemnify and hold Open free from all losses, fines and penalties that Open may incur due to the failure of the Merchant to make the required disclosures. All disclosures are mandatorily required to be made to Open in the form of an annual written declaration in accordance with the format that Open may prescribe.

You shall not whether directly or indirectly through the use of the Open Services seek to effect a transaction in favour of yourself whereby the payment and the receipt of monies is to the same party.

Merchant shall render all assistance and extend all co-operation that Open’s bank partners may require to enable specific payment modes offered as part of the Services including without limitation for the purpose of installation of software development kit on the Merchant website for the provision of card transactions, UPI payment modes, Bharat QR etc as a payment option. Merchant will be required to follow security procedures and technical specifications as prescribed by Open and partner banks from time to time.

Prohibited Activities: The Merchant shall not use the Services for any illegal, fraudulent, or unauthorized activities, or for selling prohibited goods or services as defined by applicable laws or Open's policies.  If Open determines that the Merchant is violating this Clause 4.9, Open shall in addition to termination of Open Services have the right to levy fines in respect of such default and shall impose such other penalties as maybe imposed by PSOs including card networks or Open’s bank partners as the case may be.  Please refer to the Prohibited and Restricted Items List contained at https://open.money/prohibited-services.

Display of Information: The Merchant shall prominently display its return policy, refund policy, privacy policy, and grievance redressal mechanism on its website and/or mobile application, as required by the PA Master Directions, 2025. The Merchant further agrees and undertakes to implement additional information display requirements as maybe communicated to the Merchant from time to time by Open which shall inter alia include policies, notices, disclaimer, warranties and indemnities as Open’s partner banks may require from to time. Any failure to implement these instructions may result in the suspension of some payment modes on the Merchant website or full suspension of the Services.

Customer Service: The Merchant is solely responsible for all customer service issues related to the goods or services it provides, including delivery, quality, and disputes. The Merchant shall ensure a clear and efficient grievance redressal mechanism for its Customers.

Data Security: The Merchant shall ensure that its infrastructure is compliant with relevant security standards, such as PCI-DSS and PA-DSS, as applicable, to protect Customer payment data. The Merchant shall implement adequate information and data security measures to prevent fraud and unauthorized access. Necessary documents in proof of compliance with PCI-DSS and PA-DSS shall be shared with Open as and when requested.

Unauthorized Use: The Merchant undertakes, not to allow or attempt unauthorized use of or access to any payment system (including the UPI payment system) and not to disassemble, reverse engineer, decompile, decode or to in any way override or break down any protection system integrated into the payment system. In case of any such unauthorized use detected or identified by Open, the Merchant shall be responsible to compensate Open for all losses suffered by Open.

End-User Authorization: Merchant agrees and undertakes to ensure that any and all end user(s) who access the Open Services on behalf of the Merchant are duly authorized by the Merchant. The Merchant shall be liable for all actions of the such authorised end-user(s) and shall not be allowed to claim that any such action was taken without its instruction/orders or without its knowledge. Also, any unauthorized access shall be the sole and exclusive liability of the Merchant. The Merchant shall provide necessary declarations to Open to this effect upon request by Open.

Transaction Limits: Limits on transaction amounts for a particular payment mode; maybe put in place by the issuing bank.

The violation or non-compliance with any of the obligations contained in Clause 4.1 to 4.15 will be considered a material breach of these Terms and may result in suspension or termination of Services at the sole discretion of Open.

Merchant Representations and Warranties:

You represent and warrant to Open that:

• You are duly incorporated or established under the laws of Your jurisdiction and have all requisite power and authority to own and operate Your business.
• You have the full legal capacity and power to enter into, exercise Your rights under, and perform Your obligations under these Terms.
• You will not use the Services for any purpose that is unlawful, fraudulent, or prohibited by this Agreement or for the sale and distribution of fake and counterfeit products.
• You shall adhere to the data security and data protection requirements as mandated under these Terms and under applicable law.
• The execution, delivery and performance of these Terms has been authorized by all necessary corporate and organizational actions including but not limited to board resolution and/or power of attorney and/or letter of authority to bind Your business;
• You have duly accepted these Terms, which form a legal, valid and binding obligation, enforceable in accordance with its clauses.
• You shall adhere to and at all times remain in compliance with all these Terms.
• You shall ensure that You at all times remain compliant with the Card Network Rules as updated by the Card Networks from time to time.

Any breach of this provision shall be subject to immediate suspension or termination of Your access to or use of the Open Platform or any or all Services, at Open's sole discretion. You shall indemnify Open from any losses arising from Your breach of this Section 5.

Open Warranties: Open represents and warrants that: (a) It is duly authorized by the RBI to operate as a Payment Aggregator; (b) It will provide the Services with reasonable care and skill; and  (c) It will comply with all applicable PA Master Directions 2025 and other regulatory requirements.

Fees and Charges

Fee Structure: The Merchant agrees to pay the fees and charges for the Services as communicated by Open and agreed to by the Merchant from time to time. These may include setup fees, transaction fees (Merchant Discount Rate - MDR), and other applicable charges as well as taxes/cess.

Deduction of Fees: The Merchant hereby authorises Open to deduct all applicable fees and charges from the funds collected on behalf of the Merchant prior to settlement to the Merchant.

Card Network Rules:

The Card Payment Networks have provided the infrastructure and processes to enable Transaction authorization. The Card Payment Network requires the Merchant to comply with the Card Payment Network Rules. The Card Payment Network reserves the right to amend their guidelines, rules and regulations. Open may be required to modify or change these terms of use pursuant to amendments to the Card Payment Network Rules and such amendments, if any, shall be deemed to be binding on the Merchant with immediate effect.

Notwithstanding our assistance in understanding the Card Payment Network Rules, the Merchant expressly acknowledges and agrees that the Merchant is assuming the risk of compliance with all provisions of the Card Payment Network Rules, regardless of whether the Merchant is aware of or has access to those provisions. Card Networks make excerpts of their respective rules available on their internet sites.

Card Network Rules and Standards are applicable when a payment is made through a particular Card Network, the Merchant agrees and understands that specific Card Network Rules shall be applicable and the Merchant shall be required to strictly adhere to these standards. In case of any inconsistency between these Terms and the Card Network Rules, the Card Network Rules will prevail only to the extent of inconsistency. The continuation of availability of Card Network as a payment method is not guaranteed by Open and the availability will be subject to the discretion of the concerned Card Network. Nothing contained in these Terms shall be construed as limiting the Merchant’s liability for claims made by the Card Network against the Merchant for violation of Card Network Rules and all such claims shall be settled directly between the Merchant and the Card Network. In the event the Merchant is found to be engaging in any conduct that the Card Network deems could create a risk of injury to the Card Network, or that could adversely affect the integrity of the Interchange System, the Card Network shall be authorised to proceed against the Merchant in accordance with the Card Network Rules.

The Card Networks retain the right to modify and amend any part or parts of the Card Network Rules from time to time, the Merchant hereby agrees to be bound by the updated applicable rules as modified by the concerned Card Network from time to time.

In the event that, the Merchant’s non-compliance of Card Payment Network Rules, results in any fines, penalties or other amounts being levied on or demanded of Open by a Card Payment Network, then without prejudice to Our other rights hereunder, the Merchant shall forthwith reimburse Open in an amount equal to the fines, penalties or other amount so levied or demanded or spent by Open in any manner in relation to such fines, penalties and levies. If the Merchant fails to comply with its obligations towards the Card Payment Network, Open may suspend settlement or suspend/terminate the Services or any part thereof forthwith or freeze and appropriate incoming funds to the Merchant’s Settlement Account.

Merchant further agrees and undertakes to ensure that it provides Open correct business description so that Merchant is tagged to the correct MID. Any error in the business description provided by the Merchant will result in penalty and the penalties being imposed on Open and these penalties will be passed onto the Merchant and will be deducted from monies to be settled to the Merchant or independently recovered from the Merchant.

Refunds and Chargebacks

Refund Policy: The Merchant shall process all refunds in accordance with its stated refund policy and applicable laws. All refunds shall be made to the original method of payment, unless the Customer has specifically opted for and consented to receive the refund to another account or payment instrument. Refunds will be processed by Open unless the Merchant has specifically communicated to Open that refunds are directly managed by the Merchant.

Chargebacks: All Chargebacks shall be the sole and exclusive liability of the Merchant and when a Customer raises a chargeback request, Open will forward the request to the Merchant and the Merchant will be required to provide Open with all the documents including proof of delivery as maybe requested for in connection with the investigation of the chargeback dispute. Open will forward the requested documents to the issuing bank/ relevant authority for further investigation.   When the issuing bank/ relevant authority finally determines that a chargeback event has occurred, you, the Merchant hereby irrevocably consent and authorize Open to deduct the approved chargeback amount from the Settlement Amount or deduct the approved chargeback from future settlements or the reserve or security amount provided by the Merchant to Open, as applicable.

Dispute Resolution Mechanism: Open shall have a dispute resolution mechanism to handle payment-related disputes, including timelines for processing refunds and responding to chargebacks, in adherence to RBI instructions on Turn Around Time (TAT) for failed transactions - DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019. The Merchant agrees to abide by this mechanism.

Open at its sole and absolute discretion, without providing prior notice, may conduct inspections, risk and security assessments and audits on the Merchant and may impose additional conditions/restrictions on the Merchant, including but not limited to: (a) establishing a reasonable reserve amount to cover potential Chargebacks (defined below) and related fees; and (b) withholding Services and directing the Merchant to upgrade its infrastructure in compliance with applicable laws.

The Merchant agrees that transactions involving the Card Payment Networks may be disputed at any time up to 180 (one hundred eighty) days, from the date of transaction by the Customer as per the Card Payment Network Rules. Disputes resolved in favour of the Customer may result in reversal of payments to the Customers (“Chargeback”). In the event of rejection/suspension of payments to the Merchant, Chargebacks, refunds and/or any other dispute relating to the Transactions contemplated under these Terms ("Transaction Dispute") on any grounds whatsoever, Open will forthwith notify the Merchant of the same. On such notification the Merchant will conduct an internal review of such matter and will, within the time frame prescribed by Open in the notification, revert in writing either: (i) requesting Open to refund ("Refund Request") the payment received by the Customer in respect of such Transaction Dispute ("Refund Monies"); or (ii) providing Open with a statement explaining how the Disputed Transaction is not warranted, together with all documentary evidence in support of contesting such Transaction Dispute.

In the event that the Merchant provides a Refund Request to Open or fails to contest such Transaction Dispute within the aforesaid timeframe prescribed by Open or contests Transaction Dispute without providing supporting documentation to the satisfaction of Open, the payment network or bank depending upon the payment instrument used, Open will be entitled to recover the Refund Monies from settlements subsequently made to the Merchant Account in the next settlement cycle or subsequent cycles in case of a shortfall.

The Merchant will be liable to make payment of the Refund Monies or part thereof which has not been returned to Open forthwith. It is hereby agreed and acknowledged by the Parties that the Fees charged by Open in respect of the Transaction Dispute will not be refunded, compensated or paid by Open to the Merchant, Customer or any other person. Further, the Chargeback will be effected within 1 (one) week of the Transaction and maximum amount of the Chargeback payable by Merchant to the Customer will be the value of the transaction only.

The Merchant also acknowledges and agrees that Open may route the failed Chargeback/refund amounts back to the concerned Customer outside the payment aggregator Escrow Account using payment mechanisms it deems fit, subject to ensuring compliance with applicable laws at all times.

On the issuance of notice of termination under these Terms, Open reserves the right to withhold from each settlement made during the notice period, a sum computed based on a Stipulated Percentage (defined hereinbelow) for a period of Two Hundred and Seventy (270) days (“Withholding Term”) from the date of termination of these Terms. The sums so withheld shall be utilized towards settlement of Chargebacks, refunds as well as other fines, penalties and expenses that maybe imposed on Open. After processing such Chargebacks, Open shall transfer the unutilized amounts, if any, to the Merchant forthwith upon completion of the Withholding Term. The ‘Stipulated Percentage' is the proportion of the Chargeback Amounts out of the total Transaction Amounts settled during the subsistence of these Terms.

Notwithstanding anything in the Terms, if the amount withheld pursuant to this clause is insufficient to settle Chargebacks Amounts received during the Withholding Term, then Open is entitled to issue a debit note seeking reimbursement of the Chargeback Amount. Merchant shall reimburse the Chargeback Amount within seven (7) days of receipt of the debit note and this clause shall survive the termination of these Terms.

Reserves and Retention of Monies by Open:

If Open believes there may be a level of high risk associated with the Merchant’s use of the Open Services, Open may take certain appropriate actions (including but not limited to – levying of any penalties, suspension and termination of Open Services and/or imposing certain reserve or deposit requirements). In the event that Open discovers / is informed by any person that the Merchant is using the Open Services for any purpose other than the one disclosed during the KYC process and updated from time to time, Open reserves the right to terminate the Merchant’s access to Open Services with immediate effect and freeze the Merchant’s available funds to indemnify Open against any legal/statutory/regulatory proceedings/fine/cess that may be imposed on Open on account of the Merchant’s deviation from the disclosed nature of business.

Reserves: Open, at its sole discretion, may place a reserve on funds held in Open’s Escrow Account on behalf of the Merchant if Open believes or suspects there may be a level of high risk associated with the Merchant account or high chargeback risk. If Open places a reserve on funds of the, they will be shown as “pending” in the Merchant balances. If the Merchants account is subject to a reserve, Open will provide the Merchant with notice specifying the terms of the reserve. The terms may require that a certain percentage of the amounts received into the Merchants account are withheld for a certain period of time, or that a certain amount of money is held in reserve. Open may change the terms of the reserve at any time by providing the Merchant with notice of the new terms.

Additional Actions: Open may take other reasonable actions that Open determines is necessary at any time to protect against the risk associated with the Merchants and/or Merchant’s Customer use of Open Services. These actions may include  suspending or terminating Open Services or basis instructions from partner bank or card network, impose transaction limits on Merchant transaction volume. Open reserves the right to contact the Merchant’s Customers on the Merchants behalf, in the event Open is investigating into or liaising with, regulatory authorities or enforcement agencies regarding a potential criminal offence and/or breach of Applicable Laws (including the guidelines or notifications issued by the RBI and anti-money laundering laws) in connection with the Merchants and/or its Customer’s use of the Open Services.

Information: To determine the risk associated with the Merchant’s and/or Merchant Clients’ use of the Open Services, Open may request at any time, and the Merchant agrees to provide any information about its business, operations or financial condition.

Retention of monies:

• Open shall retain 2% of the aggregate value of the transactions completed by the Merchant in the first month of its operations using Open Services towards honoring any Chargeback requests/ fees/ fines/ penalties/ cess, etc., received by Open in connection with the Merchant’s consumption of Open Services.
• In the event that the aggregate value of the transactions completed by the Merchant in any successive month is greater than the aggregate value of the transactions completed by the Merchant in the first month of its operations using Open Services, Open reserves the right to retain 2% of the greater aggregate value of the transactions completed by the Merchant in any successive month towards honoring any Chargeback requests/ fees/ fines/ penalties/cess, etc., received by Open in connection with the Merchant’s consumption of Open Services.
• Upon termination or expiry of Merchant’s access to the Open Services, Open shall continue to retain the amounts specified in Clause 9.5(a)/9.5(b) for a period of 270 days to honour any Chargeback requests/ fees/ fines/ penalties/ cess, etc., received by Open in connection with the Merchant’s consumption of Open Services.
• Upon the expiry of 270 days from the termination/expiry, Open shall refund the monies retained under Clause 9.5(c) to the Merchant in the manner stipulated by the Merchant and the Bank Account provided by the Merchant at such time after adjusting the sums retained towards any Chargeback requests/ fees/ fines/ penalties/ cess, etc., received by Open in connection with the Merchant’s consumption of Open Services.
• Open also reserves the right to call upon the Merchant to make good any shortfall in the amount retained by Open under Clause 9.5(a), Clause 9.5(b), and Clause 9.5(c) and the amount payable by Open towards honoring any chargeback requests/ fees/ fines/ penalties/ cess, etc., received by Open in connection with the Merchant’s consumption of Open Services.

Data Privacy and Security

Open as a PA providing Open Services to Merchants is compliant with PCI-DSS and other standards made applicable to it from time to time.  Merchant agrees to at all times comply with website and Customer card related information protection requirements as per applicable law and the requirements as set out in PCI-DSS, PCI-PTS and PCI Software Security Framework (PCI-SSF) (as applicable) and shall take all such actions as maybe instructed by Open from time to time.

The Merchant agrees that in connection with data security compliance requirements, the Merchant will complete self-assessment questionnaires provided to it by Open and furnish additional documents connected to Merchant’s compliance to Open on a regular basis. Merchant agrees to co- operate and submit details to Open as and when requested for and any delay or non-compliance may result in the suspension or termination of Merchant’s access to Open Services.

Data Protection: Both parties agree to comply with all applicable data protection and privacy laws including the requirements under the Master Directions on Cyber Resilience and Digital Payment Security Controls for non-bank Payment System Operators as amended from time to time.

Open shall implement robust security measures to protect Customer and Merchant data.

Data Storage: The PA shall comply with data storage requirements as applicable to Payment System Operators (PSOs) as laid out in RBI circulars on ‘Storage of Payment System Data’.

Information Security Policy: The PA shall maintain a Board-approved Information Security Policy and implement security measures to mitigate identified and emerging risks, ensuring adherence to baseline technology-related recommendations.

Merchant agrees to provide access to its website to Open or Open’s partner banks as well as NPCI to undertake verification exercises in respect of the Merchant’s website (including without limitation web crawling, web scrapping and other means). Merchant also agrees to provide similar rights to audit the Merchant’s establishment on an on-going basis and agrees to extend all co- operation to Open and its bank partners to complete such audits.

Indemnification

The Merchant agrees to indemnify, defend, and hold harmless the PA, its affiliates, officers, directors, and employees from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or in connection with:

• The Merchant's breach of representations and warranties under this Agreement or any applicable laws or regulations.
• Any fraudulent or unauthorized use of the Services by the Merchant or its employees or associates and sellers associated with marketplaces
• Any disputes with Customers related to the goods or services provided by the Merchant.

Limitation of Liability

In no event shall Open be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business interruption, arising out of or in connection with this Agreement, even if the PA has been advised of the possibility of such damages.

1. Suspension of Services:

   • In the event Open identifies any activity which deviates from disclosed activities including any suspicious or unusual activity being carried out by the Merchant on the Open Platform, Open at its discretion may temporarily or permanently suspend the Merchant’s access to the Services and/or take any such actions necessary to mitigate risk including but not limited to withholding of settlements or temporarily suspending future settlements until the Merchant satisfactorily complies with Open’s instructions.
   • Open will immediately suspend Services of the Merchant if Open or its partner financial institutions detect or suspect the misuse of MCC Codes by the Merchant which inter alia includes operating another business which is not authorized under the designated MCC Code for the purpose of deceiving Open or for unjustified commercial gains.
   • Open shall also reserve the right to immediately suspend the Services of the Merchant without further notice upon receiving a direction or order from any Statutory Authority.
   • Notwithstanding anything set forth in the Terms, Merchant acknowledge, agree and affirm that in the event Open in its absolute discretion determines that, for reasons including but not limited to internal decisions or regulatory mandates, including KYC non-compliance by the Merchant it is not feasible or suitable to settle the funds held in the Open's Escrow Account to the Merchant, Open reserves the right to withhold such settlement for such period as maybe prescribed under law or through order of Statutory authority.
   • Open may also have to suspend the Services or disable certain payment methods offered to the Merchant upon receiving an instruction from Open’s bank partner and upon such suspension the payment method/s shall be immediately disabled on the Merchant’s website upon receiving written intimation from Open’s bank partner/s.

   • Open may in its sole discretion take appropriate action for blacklisted Merchants and virtual payment addresses ("VPA") which includes-

     • remedial action on these blacklisted Merchant/s by way of adding blacklisted Merchant to negative list (including all their id details, documents), holding any and all available settlement funds and permanently blocking and disabling Merchant from transacting at Open’s end,
     • investigating transactions of blacklisted Merchant/s and checking for Merchant involvement in any illegal activity,
     • in order to safeguard the interest of affected entities/parties including Customer, to file a Police Complaint / First Information Report against blacklisted Merchant/s wherever required, and
     • any other action as suggested or instructed by Partner Bank or any concerned regulator, service provider, government authority or judicial body.

2. Term and Termination

   • The Services and these Terms shall be effective unless terminated by Open for Merchant’s breach of Terms or until the Merchant discontinues the use of the Services.
   • In the event (a) the Merchant breaches these Terms; (b) the Merchant engages in or is suspected of engaging in any illegal, fraudulent or abusive activity; or (c) the Merchant provides any information that is untrue, inaccurate, not current or incomplete or Open has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, or not in accordance with these Terms, Open reserves the right, to terminate such Merchant’s access to the Services without notice, and this will be without prejudice to Open’s right to exercise any other remedy available to it under applicable law.
   • In the event Open identifies any suspicious or unusual activity being carried out by the Merchant on the Open Platform, Open at its discretion may temporarily or permanently suspend access to the Services and/or take any such actions necessary to mitigate risk including but not limited to withholding of funds or refunding the funds to the source from where such payment originated.

   • Effect of Termination: Upon termination of this Agreement for any reason:

     • The Merchant's right to use the Services shall immediately cease.
     • The PA shall settle any outstanding funds to the Merchant, after deducting all applicable fees and charges including approved chargebacks and refunds.
     • All provisions of this Agreement that by their nature should survive termination shall remain in full force and effect.

3. Governing Law and Dispute Resolution

   • Governing Law: This Agreement shall be governed by and construed in accordance with the laws of India.
   • Arbitration: Any dispute, controversy, or claim arising out of or relating to this Agreement, including the breach, termination, or validity thereof, shall be settled by arbitration in accordance with the provisions of the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a sole arbitrator appointed by mutual agreement of the parties. The seat and venue of arbitration shall be Bengaluru, Karnataka, India. The language of the arbitration shall be English.
   • Jurisdiction: Subject to the arbitration clause above, the courts in Bengaluru, Karnataka, India shall have exclusive jurisdiction to entertain any suit or proceeding arising out of this Agreement.

4. Miscellaneous

   • Entire Agreement: This Agreement, together with any schedules, annexures, and the Merchant Service Agreement, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral.
   • Amendments: The PA reserves the right to amend these Terms at any time. Any amendments will be effective upon posting the revised Agreement on the PA's website or by notifying the Merchant directly. The Merchant's continued use of the Services after such amendments constitutes acceptance of the revised terms.
   • Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
   • Waiver: The failure of either party to enforce any right or provision of this Agreement shall not be deemed a waiver of such right or provision.
   • Notices: All notices and other communications hereunder shall be in writing and shall be deemed to have been duly given when delivered personally, sent by registered mail, or by email to the addresses provided by each party.

5. Grievance Redressal:

   At Open, we love to hear from our Users - be it feedback or a complaint. We truly believe and follow that User satisfaction is our priority.

   Level-1 :
   If a User wishes to report a Grievance, she/he can seek redressal using any of the following channels: For Merchant - Please click chat icon from the Open dashboard and initiate a chat thread to raise the complaint.

   For Merchant’s Customers Email Id - Please e-mail us at [email protected]

   Acknowledgement: Complaints received through the chat mechanism or e-mail will be acknowledged by an immediate system generated response or by way of an email response. The acknowledgment marks initiation of the Grievance resolution process. The User will also be kept informed of the action taken, the progress while redressing Grievances and the reasons for delay if any, in redressing. The follow up action taken in respect of such Grievances shall be advised to User by e-mail and/or chat.

   Resolution: All Grievances received will be acknowledged immediately by a system generated response and resolved within 3 (three) working days. In case the resolution of any Grievance takes more than the specified resolution time, the User will be intimated accordingly and kept updated on the progress / status of the Grievance on a periodic basis till such time that the Grievance is resolved. However, it is to be noted that the time taken to resolve a Grievance will be further extended, if assistance of third-party service providers is required to address the Grievance. In case the User does not receive a response within the specified time for a Level 1 Grievance or if the User is dissatisfied with the response received from OPEN, the User may escalate the complaint to the next level as indicated below.

   Level-2 :
   The User can address the Grievance to the below mentioned Nodal Officer for escalations:
   Nodal Officer – Mr. Biju Sukumaran
   3rd floor, Tower 2, RGA Tech Park,
   18 Sarjapur Road, Hadosiddapura, Doddakannelli, Carmelaram,
   Bengaluru – 560 035, Karnataka.
   Email-Id: [email protected]

   All escalations received would be acknowledged with 24 (twenty-four) hours and a resolution would be provided within 3 (three) working days. In case any escalation takes more than the specified resolution time, the User will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the escalation is resolved. However, it is to be noted that the time taken to resolve a Grievance may exceed, if the assistance of third-party service providers or partners is required. Please note: You are requested to raise this higher Level – 2 service request using the Level – 1 service request details provided to you. This is to ensure that you get correct resolution faster based on the same ticket for resolution.

   Level-3 :
   In case there is no response within the defined timeframe for Level 2 service request or in case the
   response provided is not satisfactory, or if any User so desires for any reason whatsoever, they can
   reach out to the Grievance Officer for the matter:
   Grievance Officer – Mr. Premjith
   3rd floor, Tower 2, RGA Tech Park,
   18 Sarjapur Road, Hadosiddapura,
   Doddakannelli, Carmelaram,
   Bengaluru – 560 035, Karnataka.
   Email-Id: [email protected]

   All escalations received would be acknowledged with 24 (twenty-four) working hours and a resolution would be provided within the next 3 (three) working days. In case any escalation takes more than the specified resolution time, the User will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the escalation is resolved. All of this would be available within the escalation reference number in our systems. However, it is to be noted that the time taken to resolve a Grievance may exceed, if any assistance of third-party service providers or partners is required.