Refund and Cancellation Policy
Customer Liability in the event of unauthorized Payment Transaction
In accordance and subject to RBI guidelines vide DPSS.CO.PD No 1417/02.14006/2018-19 dated January 04, 2019., a customer’s liability arising out of an unauthorized payment transaction will be limited to:
| S. No. | Particulars | Maximum liability of customers |
|---|---|---|
| (a) | Contributory fraud/negligence/deficiency on the part of the PPI issuer, including the PPI-MTS issuer (irrespective of whether or not the transaction is reported by the customer) | Zero |
| (b) | Third-party breach where the deficiency lies neither with the PPI issuer nor with the customer but lies elsewhere in the system, and the customer notifies the PPI issuer regarding the unauthorized payment transaction. The per transaction customer liability in such cases will depend on the number of days elapsed between the receipt of transaction communication by the customer from the PPI issuer and the reporting of the unauthorized transaction by the customer to the PPI issuer -
i. Within three days# ii. Within four to seven days# |
Zero |
| (c) | In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until he/she reports the unauthorized transaction to the PPI issuer. Any loss occurring after the reporting of the unauthorized transaction shall be borne by the PPI issuer. | |
| PPI issuers may also, at their discretion, decide to waive off any customer liability in case of unauthorized electronic payment transactions even in cases of customer negligence. | ||
| # The number of days mentioned above shall be counted excluding the date of receiving the communication from the PPI issuer. | ||
P. GRIEVANCE REDRESSAL POLICY
- The company has a dedicated 24*7 customer care cell which will look after all customer grievances/complaints and customers can reach us on 1800 309 0008/01334-610188.
- If a cardholder has any grievance, he can mail the complaint to help@bharuwasolutions.com or can call at customer care cell and register a complaint & get the complaint number. The complaint shall be resolved within 3 working days or as per the TAT.
- If the complaint is not resolved in the above time frame, then it gets automatically forwarded to the higher authority in the Customer care cell. The resolution time is 7 working days.
- In case the complaint remains unresolved, the customer can write to the nodal officer, customer services, and grievance redressal and the same will be resolved in 7 working days from the date of escalation to the Nodal Officer.
Customer Care Contact Details
Contact: 1800 309 0008/01334-610188
Email Id: help@bharuwasolutions.com
NODAL OFFICERS:
a) For Regulatory Compliances
Manager, Financial Services
Email Id: arul.gupta@bharuwasolutions.comPhone No: 9068886163
b) For Customer Services & Grievance Redressal
Head, Financial Services
Email Id: dsb@bharuwasolutions.comPhone No: 9520687773
ESCALATION MATRIX
| Level | Name | Phone | Email Id | ||
|---|---|---|---|---|---|
| 1 | Helpdesk | 1800 309 0008/01334-610188 | help@bharuwasolutions.com | ||
| Sr. No | Escalation Level | Escalation Level Name |
|
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| 1 | Level 1 | Helpdesk |
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| 2 | Level 2 | Manager, Financial Services |
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| 3 | 3 Level 3 | AGM, Financial Services |
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| 4 | Level 4 | Head, Financial Services |
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