HP PAY TERMS OF USE
PREAMBLE
This document is an
electronic record in terms of Information Technology Act, 2000 and its
amendments thereof from time to time and the rules thereunder as applicable and
the amended provisions pertaining to electronic records in various statutes as
amended by the Information Technology Act, 2000. This electronic record is
generated by a computer system and does not require any physical or digital
signatures.
USING HP PAY APP
INDICATES YOUR AGREEMENT TO ALL THE TERMS AND CONDITIONS UNDER THESE “TERMS OF
USE ,”, SO PLEASE READ THE TERMS OF USE CAREFULLY BEFORE PROCEEDING. By
impliedly or expressly accepting these Terms of Use, You also accept and agree
to be bound by HP Pay Policies (including but not limited to Privacy Policy)
available on HP Pay App and HP Pay website as amended from time to time.
Please read the Terms
of Use carefully before using the HP Pay app or before registering, accessing
or using the Services (defined below). HP Pay is a mobile application
offered by Hindustan Petroleum Corporation Limited (HPCL) to provide their
customers a Digital Mode of Payment for purchase of Motor Fuels, Liquefied
Petroleum Gas, Lubricants from HPCL Retail Outlets (Petrol Pumps), HPCL LPG
Distributorships and HPCL Authorised Lube Distributors, retailers etc. Customers
can also register for UPI and pay to other merchants using HP Pay application..
Additionally, motor enthusiasts can avail value added information on various
trips and events on
to HP Pay Application.
The Terms of Use is a
legal contract ("Agreement") between You (hereinafter referred to as
“You/User/your”) and Hindustan Petroleum Corporation Limited having its
registered office at 17, Jamshedji Tata Road, Mumbai – 400 020 (hereinafter
referred to as “HPCL/we/us/our”). You agree and acknowledge that you have read
the Terms of Use set forth herein. If you do not agree to these Terms of Use or
do not wish to be bound by these Terms of Use (including the most updated
version of these terms and conditions) , you may not use the HP Pay app or
Services and/or immediately terminate the Services and/or uninstall the mobile
application. In other words, your use of the HP Pay app or Services shall be
deemed as your agreement to be bound by the Terms of Use set forth herein.
We may amend the Terms
of Use at any time by posting an updated version on the HP Pay app or at www.hppay.in ("HP
Pay Web Site"). The updated version of the Terms of Use shall take effect
immediately upon posting.. It is your responsibility to review these Terms of
Use periodically for updates/amendments. Your continued use of HP Pay App
following the posting of amendments shall mean that You accept and agree to the
amendments including additional terms or removal of portions of these terms,
modifications etc. As long as You comply with these Terms of Use, HPCL grant
You a personal, non-exclusive, non-transferable, limited privilege to enter and
avail the Services.
Definitions:
“We”, “Us”,
“Our” shall refer to HP Pay
You”, “Yours”,
“Yourself”, “HP Pay User” - refers to any non-registered individual
or corporate body, registered user of HP Pay, including but not limited to HP
Pay customers or Merchants
“HP Pay”/ “HP Pay App” - The mobile application, hosted by HPCL for
providing services to its users, including merchants and service providers and
also includes any and all Services where it acts as an Intermediary. The term
“HP Pay” may refer to the app itself or to HPCL, as the context requires.
“HP Pay Platform”-Refers to any platform owned/subscribed/used by
Hindustan Petroleum Corporation Ltd or HP Pay not limited to websites, mobile
applications, devices, URLs/links, notifications , chatbot or any other
communication medium used by HP Pay to provide its services to its Customers.
“HP Pay Website” – Shall refer to https://hppay.in, which is registered by HP Pay and used as a medium to
communicate and inform users of services provided by HP Pay, ,not limiting to
its features, terms and conditions, Our contact details
“HP Pay Services”- shall include all services extended / to be
extended by HP Pay and/or HPCL including but not limited to Pre-Paid
Instruments, Happy Coins, Payment Gateway, Open Loop Payments, Wallets
“Service Providers/
Third-Party” - Refers to any
individual, group of individuals defined under law whose services are used by HP
Pay in order to provide the intended Services to You through HP Pay Platform.
“Participating Platforms/Merchant
Partners” –Platforms that
accepts permitted HP Pay Services to make payment against products or services
offered by such platforms.
“Business Partners”
– Shall refer to any individual
,group of individuals defined under law with whom HP Pay have a contractual
relationship and not limited to Merchants , Advertisers , Deal partners ,
Fintech partners , Financial institutions , NPCI .
“Terms of use”/ “Terms
and Conditions” - are interchangeably used and shall have the same
meaning.
Eligibility The Services are currently available to
customers who are residents of India, competent to contract as
per the Indian Contract Act, 1872, with an active Indian mobile number, a
smartphone and having a bank account in India.
By accepting the
T&Cs or by otherwise using the HP Pay Services and HP Pay platforms, you
represent that
·
You are 18 years of age or older
·
You have not been previously suspended or
removed from HP Pay, or disqualified for any other reason, from availing HP Pay
services or HP Pay platform.
· You are capable of entering into a contract/legally binding contract
· You have the right, authority and capability to enter into this Agreement abiding by all the provisions of the “terms of use” of HP Pay services.
· You are not impersonating any person or entity, or falsely stating or otherwise misrepresenting your identity, age or affiliation with any person or entity. HP Pay shall reserve the right to terminate your contract to use HP Pay Platform in case of any incorrect representation of any of the above-mentioned conditions.
· The mandatory information and POA/POI documents details mentioned by you are true and correct and belong to You.
Terms and Conditions:
HP Pay is a mobile app that provides one-stop payment solution for all your Fuel, LPG, and Lubricant requirements and acts as such by creating, hosting, maintaining and providing Services to you via the Internet. It is a powerful Loyalty and Payment program that provides digital platform for fuel and allied services, offering innovative solutions for best-in-class customer experience. HP Pay provides its Services to customers through 'HP Pay' mobile application (“HP Pay App”), which acts as a container for various payment instruments including but not limited to Wallet (closed loop product), Debit/Credit card, Unified Payment Interface , FASTag instrument and External Wallets (hereinafter collectively referred to as “Services”). HP Pay enables the Users to make payments, for HPCL’s products and/or services, to HPCL retail merchants, LPG Distributors and Lube Distributors and offer Promo Management options for mechanics and Lube retailers. HP Pay also facilitates UPI direct payment services to its Users, only on registration basis, to other merchants and businesses (also for goods or services not sold by HPCL merchants) by scanning a valid Bharat QR or by entering a valid merchant VPA information.
By using the Services, you acknowledge and
agree that HP Pay is not a bank and the Services should in no way be construed
as the provision of banking services.
HP Pay Services
HP Pay provide services in compliance with
local laws and regulations.
a. HP Pay Account -is the account that you create when you
sign-up/register with HP Pay.
i.
This account allows you to access HP Pay
Platform, browse through the HP Pay Services, make payment using
·
HP Pay Wallet ( closed loop )
·
Payment Gateway services such as debit card,
credit cards, netbanking, to permissible merchants on HP Pay Platform.
·
External Wallets
ii.
You would need register by providing additional
information in order to make payment via Unified Payment Interface (“UPI”)
services to make payments to merchants ( including merchants other than HPCL
LPG Distributors, Lube Distributors and Retail outlet operators
iii.
Access to HP Pay account enables you to browse
through HP Pay Services provided by HP Pay and in order to avail , enrol or use
any such Service you may need to additionally register for such services by
providing some more information as required under the Terms of Use of such
products/services.
iv.
Allows you to store your card details within our
secure PCI-DSS zone for use of transactions
v.
Allows you to share and maintain the Know Your
Customer “KYC” details and information for underwriting purposes for other
financial and non-financial products available on HP Pay App as given below:
·
HP Pay Pre Paid Instrument (“PPI”, “HP Pay
Wallet”)
·
External Wallets
·
Happy Coins
b.
HP Pay Pre Paid Instrument (“PPI”, “HP Pay
Wallet”) -"HP Pay Wallet" is a
Closed Pre-paid Payment Instrument. You can use Debit Card, Credit Card, Net
Banking, UPI, Paytm wallet etc (Payment Gateway Services) to recharge the HP
Pay wallet
c.
HP Pay UPI (“UPI- Unified Payment Interface”
)– Enables You to make payment to a merchant as
permitted through your Bank Account using the UPI Services.
d. External Wallets (“EW”) - Paytm wallet,
ICICI Bank FASTag and IDFC Bank FASTag Enables You to use another authorized Payment Instrument
(PPI) to make payment for goods and services on HP Pay Platform.
e. Happy Coins -. HPCL offers loyalty points to the Users of HP Pay app in
the form of Happy Coins . Customers can Earn Happy coins on their Wallet
recharge and Fuel transactions.
You further agree to HP Pay Privacy Policy
as applicable for HP Pay.
In order to avail HP Pay Services, you need
a mobile, internet or any other supported device that meets the compatibility
requirements of accessing HP Pay app and HP Pay website, which may change from
time to time. HP Pay may further release updates to its application and You are
required to update the HP Pay app as and when available for you, in order to
continue availing HP Pay Services.
You agree that your mobile device, mobile
service provider or any other services that you may avail from anybody to access
HP Pay Platform, may incur charges and you are solely responsible for such
charges, terms of use, fees as per your agreement with the third party.
You understand that in order to provide HP
Pay Services via the HP Pay Platform, HP Pay incurs various costs (including,
but not limited to, cost with respect to operation and maintenance of
infrastructure, facilitation of transaction(s)/payments via various modes), You
thereby agree that HP Pay may charge You a fee(s) (such as platform fee,
convenience fee) which will be displayed upfront to you and which shall be over
and above the value/amount of the respective transaction/bill payment being
made by You.
Sign up /Registration
In order to use the full spectrum of the
Services, You need to register on the HP Pay App and provide Us with accurate
and complete information as requested. You are also required to keep your
accounts, KYC (for LPG booking) and contact information complete and always
updated. Any account found to contain incorrect and/or outdated information
will be liable to be suspended and the decision of HPCL in this regard shall be
final.
In order to access HP Pay Services, you are required to provide information about yourself as part of the signup process, or as part of your ability to use services provided by us. You agree that any information you provide will always be accurate, correct, and up to date and some services may require you to share additional information which might include your personal information, personal sensitive information. Your information management shall be as per HP Pay Privacy Policy
Contact Information
Mobile Number
Upon downloading the HP Pay App, You have to necessarily allow permission to HP Pay to send an OTP SMS to Your smartphone, which allows HP Pay to facilitate verification of Your mobile number and register Your device details against Your HP Pay account. This is a mandatory security step, and You agree that HP Pay has the sole right to not allow you to use the HP Pay app without the completion of this step.
It is Your responsibility to provide Your correct mobile number so that We can communicate with You via SMS. You understand and agree that if We send you an SMS but You do not receive it because Your mobile number registered with HP Pay is incorrect or out of date, blocked by your service provider, or you are otherwise unable to receive SMS, We shall be deemed to have provided the communication to You effectively. Please note that if You use a spam filter that blocks or re-routes SMSs from senders not listed in Your contacts, you must ensure that HP Pay SMSs are marked as trusted or 'not-spam', so that you will be able to view the Communications we send to you.
Email Address
This field in not mandatory for customers to fill during registration process. It is Your responsibility to keep Your primary email address up to date so that We can communicate with You electronically. You understand and agree that if We send you an electronic communication, but You do not receive it because Your primary email address registered with HP Pay is incorrect, out of date, blocked by your service provider, or you are otherwise unable to receive electronic Communications, We shall be deemed to have provided the communication to You effectively. Please note that if You use a spam filter that blocks or re-routes emails from senders not listed in Your email address book, you must add HP Pay to your email address book so that you will be able to view the Communications we send to you.
You can update your primary email address at any time by logging into the HP Pay App. If Your email address becomes invalid such that electronic communications sent to you by Us is returned, We may make your account to be inactive, and You will not be able to transact using the HP Pay app until We receive a valid, working primary email address from you.
Device Information
The device (smartphone) on which You download HP Pay App and use during registration, shall become Your registered device and it's details shall be stored by us. The moment You log into your HP Pay account from a different device using the HP Pay app, we will record the details of the new device against your registered mobile number. Customer can use only one device at a time for use of HP Pay Service.
Any Other information
HPCL reserve the right to ask for and store additional information to either extend more Services or even as an additional requirement for continuing the existing Services or sub-services.
Third Party Terms and Conditions Terms:
HP Pay, may provide third party services via HP Pay Platform. You understand that We do not own those services and you may need to accept their respective terms and conditions and may require to share additional information in order to avail such products/services provided by third parties on HP Pay Platform. HP Pay does not hold any Liability on the information collected from You by third party website or application and We cannot indemnify You for any third-party actions
Offers:
HP Pay may invite you to participate in any offer from time to time. You agree that participating in such an offer is subject to your agreement to the respective offer terms and conditions. You also understand that the offers might be provided by third parties on HP Pay Platforms, and you may require to agree to respective terms and conditions of third parties. You further agree that offers provided to any user may vary from user to user.
HP Pay reserves the right to disqualify You from any offer in case you do not meet the eligibility criteria for such an offer or any other reasons thereof including but not limited to misuse of offer, misrepresentation, fraud or suspicious transactions/activities, including but not limited to PMLA directives or any at our sole discretion without further notice
Communication
HP Pay may communicate with you on the contact information that you may have provided to Us during the course of your engagement, including but not limited to signup, transacting or availing any third-party products or services on HP Pay Platform.
We will send you communication alerts via emails or SMS/Whatsapp or push notifications or via other progressive technology. You also agree that there can be disruption in communications due to factors that are not under Our control, including but not limited to Your Phone being switched off, incorrect email address, network interruptions. You agree not to hold HP Pay liable for non-delivery for any alert or any loss suffered by you due to delay, distortion or failure of communication.
You further acknowledge that you are responsible for the contact details shared with Us and shall update us on any change on your contact details. You authorize Us to contact you and communicate with you for any HP Pay Service or Offer(s). We may use third-party service providers to send alerts or communicate with you. You authorize HP Pay to override the DND settings to reach out to you over calls, SMS, emails and any other mode of communication
Terms of Use of HP Pay Wallet
Introduction
These terms and conditions regulate the use of Closed Prepaid Payment Instrument or such other services which may be added from time to time under the brand name “HP Pay Wallet” (hereinafter referred to as “HP Pay Wallet” or just “Wallet”) offered by Hindustan Petroleum Corporation Limited
By proceeding to use the HP Pay Wallet, you signify your consent to be bound by these Terms of Use (hereinafter “Wallet T&Cs”) in addition to agreeing to the HP Pay Terms and Conditions mentioned above.
Further, the term "Merchant" shall include any establishment and/or entity within the HPCL ecosystem who accepts the HP Pay wallet as a payment method for purchase of goods and/or services. Similarly, the term "Buyer" shall refer to the person who purchases any of the goods or services provided by the Merchants and pays for such goods/services through the HP Pay Wallet.
Issuance of HP Pay Wallet might be subject to additional due diligence, which may include but not limited to reviewing and validating the credential provided by You as part of the HP Pay Wallet application, internally or using other Business Partners/Service Providers, Sanctions Check as notified by regulators, Our risk management process and HP Pay shall have discretion and sole right to issue HP Pay Wallet to You. Hence, by merely sharing the required data may not entitle creation of Your HP Pay Wallet
When you transact using the HP Pay Wallet payment modes through the HP Pay App, these Wallet T&Cs will be applicable to you. We reserve the right, at Our sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time without any prior written notice to You. It is Your responsibility to review these Terms of Use periodically for updates/changes. Your continued use of HP Pay wallet and other payment methods on HP Pay following the posting of changes will mean that You accept and agree to the changes/modifications including additional Terms or removal of portions of these Terms, modifications etc. As long as You comply with these Terms of Use, We grant You a personal, non-exclusive, non-transferable, limited privilege to utilize the HP Pay Wallet, other payment modes and other services that maybe offered through HP Pay Wallet from time to time.
Features of HP Pay Wallet
HP Pay Wallet is reloadable through a Debit card, Credit Card, Net Banking, UPI, Redemption of Happy Coins , Redemption of Zillion Coins, Gift Voucher Redemption, any cashback or promotional rewards offered by HPCL or from refunds that might arise due to cancellations and returns of your transactions. HP Pay wallet will be displayed as an option on the order return/cancellation screen for all such refunds. HP Pay has the sole discretion to not allow refunds into the HP Pay wallet for purchases made through any particular payment method.
HP Pay wallet can be used only for purchasing goods and services from Merchants registered with HP Pay only (HPCL merchant network). HP Pay wallet can be used by selecting it as the payment mode at the time of payment.
Cash loading of HP Pay Wallet is not permitted.
HP Pay wallet is one of the payment options available to the Users at HPCL Merchant Outlets only and We take no responsibility for the goods and/or services purchased using the HP Pay wallet and any liability thereof is expressly disclaimed.
User can pay directly to merchant if:
- The order value exceeds the available amount in the HP Pay wallet; or
- The User has exceeded his/her limit for Purchases using the wallet, as per the HP Pay rules.
You will be receiving an alert via SMS to the registered mobile number when any fund transfer is completed.
General Wallet Terms:
i. Users may note that cash withdrawal from the Wallet is not allowed. Any outstanding credit in the Wallet must be utilized only to make payments for bona fide Transactions at HPCL Merchant locations.
ii. All categories of Wallets are non-transferable in nature.
iii. No interest is payable on the outstanding Wallet balances.
iv. A User is permitted to operate only 1 (one) Wallet. Any suspected violation of this condition shall constitute grounds for suspension of the User’s access to all Wallet accounts of the User. The decision of HPCL shall be final in this regard.
v.Balance transfer from HP Pay Wallet to Bank account of customer is not possible and is not facilitated by the application.
vi.While, the continued availability of the HP Pay Wallet shall be subject to the requirements under law, regulations or directions in relation to Semi-closed prepaid payment instruments, HP Pay reserves the right to suspend/discontinue the Wallet at any time, for any cause, including, but not limited, to the following-
a.For any suspected violation of the rules, regulations, orders, directions, notifications issued by RBI from time to time or for any violation of any HP Pay Terms;
b.any suspected discrepancy in Your particular(s), KYC documentation or information provided by the You; or
c.to combat potential fraud, sabotage, willful destruction, threat to national security or for any other force majeure event; or
d.HP Pay in its sole opinion and discretion believes that cessation/suspension of Your HP Pay Wallet is necessary for any other legitimate purpose.
KYC Compliance and HP Pay Wallet Activation:
What is KYC?
“KYC” shall mean Know your Customer and refers to the various norms, rules, laws, and statutes issued by the Reserve Bank of India (“RBI”) from time to time under which HP Pay is required to procure personal identification details from you before any services can be delivered. Know your Customer (KYC) documents may be requested for by HP Pay from you at the time of activation and/or at a later date, for availing and/or continuing to use HP Pay wallet.
You are informed that, as per RBI guidelines read with the Prevention of Money Laundering Act, 2002 and rules made thereunder it is mandatory to do KYC or provide basic identification details before activation of the HP Pay Wallet for a User. Kindly note that you should provide valid Indian KYC documents for the purposes of verification and activation of the Wallet as more fully stipulated below. HPCL does not validate any documents of foreign origin.
HPCL shall not be responsible for wrong details being provided by you. In the event the KYC details or beneficial owner information provided by you are found to be incorrect/insufficient, HPCL shall have full right to refuse activation of your Wallet or cancel your Wallet. Further, HPCL retains the right to share the details of the transaction undertaken using your HP Pay Wallet and the end beneficiary/KYC details with RBI, as per statutory guidelines issued from time to time.
You need to upload scanned copies of the original Document while doing the enrolment and existing Users can upload the scan copies in HP Pay App under KYC details. Under KYC details, you need to provide Identity proof and Address proof.
Wallet Categories:
The different categories of HP Pay Wallets based on whether you are a KYC customer or not and details provided by a You are as follows: -
i.No KYC Wallet
For initial activation of your HP Pay Wallet, You are not required to do any KYC verification. You need to complete registration, accept HP Pay Terms and Conditions and login on HP Pay with a verified 10-digit mobile number. Please note that you will be allowed to use only one HP Pay Wallet at any given point of time.
·Users of international mobile numbers shall not be eligible for activation of HP Pay wallet.
·You agree that if You provide any information that is untrue, inaccurate, not current or incomplete or We have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, or not in accordance with the requirements of HP Pay as intimated from time to time, HP Pay shall have the right to indefinitely suspend, terminate or block access to Your HP Pay Wallet and the decision of HPCL in this regard shall be final.
Purchase Limits: A No KYC Wallet shall have
the following purchase limits:-
| Per Transaction |
Per Day |
Per Month |
| Rs 7500 |
Rs 10000 |
Rs 15000 |
ii.
Wallet
Activation: KYC
Wallets
You hereby give consent to HP Pay for using
copies of the KYC documents (including the information contained in such
documents) submitted by You digitally or otherwise ("KYC Documents"),
for completing Your KYC and Customer Due Diligence as required under applicable
laws, to validate and approve your Full KYC Wallet. If you complete the KYC
process to the satisfaction of HPCL and furnish all details requested for, HP
Pay will activate your Full KYC Wallet within a reasonable 7 working days
and HP Pay will confirm status of your KYC on the app.
Purchase Limits: The purchase limits for
this category of Wallets shall be as follows: -
| Per Transaction |
Per Day |
Per Month |
| Rs 7500 |
Rs 10000 |
Rs 30000 |
Pay your friend functionality can be availed by KYC customers only.
Fees and Charges
HP Pay Wallet (including HP Pay KYC Wallet) issued by HP Pay to HP Pay Account users is not subject to any membership fee. HP Pay does not charge You any fee for creating an Account or use of Services unless specified explicitly.
HP Pay may charge users a wallet loading fee(s) based on the instrument of choice and the details of the charges shall be displayed to the users upfront while loading their HP Pay Wallet
HP Pay reserves the right to change its fee(s) policy from time to time. We may at its sole discretion introduce new services and modify some or all the existing services offered and may introduce fees for the new/existing services offered or amend/introduce fees for existing services. Changes to the fee(s) policy shall automatically become effective immediately and would be notified via changes to these terms and conditions.
Refunds and Cancellations
All payments made through HP Pay Wallet by You on HP Pay Platform as a payment option shall be final and HP Pay shall not be responsible for any error and omission by You or Merchant partners. Such transactions cannot be refunded, returned or cancelled once initiated.
If you erroneously processed a payment to the unintended merchant or processed a payment for the wrong amount (for instance a typographical error at your end) Your only recourse will be to contact the merchant directly to whom you have made the payment and ask them to refund the amount. HP Pay shall not be able to handle such disputes, nor can we reimburse you or reverse a payment that you have erroneously made.
In case We receive a refund for a transaction which You have processed earlier, we would refund the funds back to HP Pay Wallet.
In case of any cancellations, amount shall be refunded to the wallet in 2-3 working days
Suspension/ Discontinuation of Services
You agree and acknowledge that there can be certain risk-based scenarios when Your HP Pay Wallet may not be immediately closed but suspended and then eventually closed. Further, your HP Pay Wallet may be suspended on the instructions or directions received from statutory or government authorities for any reason whatsoever.
You further understand that once Your HP Pay Wallet is closed, We would not be able to reinstate Your HP Pay Wallet and may sometimes not allow You to create a new wallet as per regulatory directives or based on our internal policies.
You also understand that we are also obligated to retain Your data and information even after discontinuation of Your HP Pay Wallet for record retention
Unauthorized transactions and Grievance Redressal
HP Pay shares transaction alerts in the form of SMS or email against debit to Your HP Pay Wallet. In case You observe any transaction on Your account which is not processed with Your consent/authorization, You should immediately report such transaction to Us via the emergency 24x7 contact number/email/ forms as made available to You by HP Pay.
Once You report a transaction as unauthorized, We may also temporarily suspend Your HP Pay Wallet while we review Your claim. As We investigate the claim, we shall keep funds claimed under dispute and shall credit the same to Your HP Pay Wallet in case the investigation outcome is in Your favor.
In case the unauthorized transaction is processed due to any contributory fraud / negligence / deficiency on the part of HP Pay, We would refund the funds to Your HP Pay Wallet
In cases where the loss is due to Your negligence, such as where You might have shared the payment credentials, You shall bear the entire loss until You report such unauthorised transactions. You shall not be made liable for any further loss on Your HP Pay Wallet after You have reported the unauthorised transaction to Us.
HP Pay communicates all terms and conditions governing Your HP Pay Wallet through SMS/links/notification/any other mode of communication, details of charges and fees, expiry period of Your HP Pay Wallet/PPI, and contact details at the time of issuing Your HP Pay Wallet and is available for Your review at all times on Our website and mobile application.
Transaction Monitoring
You are allowed to use Your HP Pay Wallet for permitted merchant partners and permitted purposes within the overall transactional limit(s) applicable to Your HP Pay Wallet. However, in order to secure Your account and safeguard Your transactions, we may monitor Your transaction and account activity for identify risks and We may decide to put in place limits/restrictions/suspension on Your HP Pay Wallet taking into account the risk perception that we may generate basis our monitoring and risk management practices.
In order to review Your account, You understand and authorize Us to review Your HP Pay Account, including but not limited to services offered on Your HP Pay mobile application.
You also acknowledge that We would need to block/suspend/limit/restrict usage of Your HP Pay Account for any anomalies that we may observe in Your HP Pay Account for any of the services provided in HP Pay Application
Terms of Use of UPI
The Unified Payments Interface (UPI) is a payment platform built by NPCI (National Payments Corporation of India) that allows instant online payments between the bank accounts of any two parties. UPI offers an architecture and a set of standard API specifications to facilitate these online payments. It aims to simplify and provide a single interface across all NPCI systems besides creating interoperability and superior customer experience.
These terms and conditions regulate the payments under the Unified Payment Interface (“UPI”), a payment service platform (“Platform”) developed by National Payments Corporation of India (“NPCI”), an umbrella organisation incorporated in 2008 and acting as the settlement/clearing house/regulatory agency for UPI services.
HP Pay app (which is a plug in partner) promotes parent application of PSP bank for UPI functionality and participates in UPI through PSP Bank namely ICICI Bank Pvt. Ltd.
Definitions:
“NPCI” - NPCI is an authorized payment system operator by RBI. NPCI owns and operates the UPI payment system.
“UPI” - Unified Payment Interface, as defined by NPCI under respective directives and notifications.
"UPI Facility" means the UPI based electronic fund transfer and fund collection facility provided by ICICI Bank to Users through the NPCI UPI System as per the Guidelines.
“PSP Bank” - PSP is the banking company authorized to act as a Payment Service Provider (PSP) under the UPI framework. PSP engages the TPAP/Plug in partner to provide UPI services to the end-user customers.
“Customer’s Bank” - The Bank where the end-user customer maintains his/her account that has been linked for the purpose of debiting/crediting the payment transactions made through UPI.
“Bank Account / Payment Account”- Any bank account or any other payment accounts offered by a regulated entity where money can be held, money can be debited from, and can be credited to.
“VPA”- unique Virtual Payment Account, registered with NPCI that can be linked with your Bank account.
“UPI PIN”- Personal Identification Number which is used as authorization credentials by the Issuer Bank for debiting a customer's account. It will be 4-6 digits numeric PIN only.
“UPI Plug-in” means existing Payment Service Provider (PSP) applications (Sponsor bank applications) to extend their Software Development Kit (SDK) to integrate with the Partner’s application (any third-party player or merchant) for Person to Merchant (P2M) transactions and other limited UPI services as per business use-case of the merchant.
“Merchant/s” shall mean and include online, mobile-app based and offline merchants who provides goods and services in exchange for payment through UPI.
Registration:
HP Pay UPI is offered via HP Pay App to its registered users having HP Pay account. UPI is a qualified HP Pay service which lets you pay at any merchant outlet accepting UPI
You need to have Your own Bank Account linked with Your active mobile number in order to register and access to HP Pay UPI. The registration process is a standard process which is defined and governed by NPCI under UPI guidelines and may change from time to time. HP Pay promotes parent application of PSP bank for UPI functionality and participates in UPI through PSP Bank.
You understand that the registration process may include access to Your mobile network and sending an unique SMS using your Phone to verify, validate, register and link Your Bank Account on UPI Platform and create an unique Virtual Account Number (“VPA”). Further, VPA can be used to:
Charges:
User Responsibilities and Obligations
While you register and transact on using HP Pay UPI, You are required to ensure the following -
· You are solely responsible for linking Your correct bank account.
· Since Your mobile number is treated as the primary identifier, Your mobile number needs to be updated with the bank linked to HP Pay App in case of any changes.
· If You change the mobile number registered with Your HP Pay Account, You will have to re-register your new mobile number with HP Pay. To re-enable the Service, you need to register your new mobile number with your bank as well.
· You are solely responsible to keep Your OTP, UPI PIN and bank account related details confidential. Sharing such information with others may lead to unauthorized usage, for which HP Pay shall not be responsible.
· You shall take full responsibility of the payment request that you make and authorize on HP Pay UPI, including addition of beneficiary, typing and reviewing VPAs and validating intended recipients and We do not take correctness of information that you enter during payment processing, including authorization.
· You agree that if You provide any information that is untrue, inaccurate, not current or incomplete or We have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, or not in accordance with the Terms of Use, We shall have the right to indefinitely suspend or terminate or block access to Your Account.
· You agree that HP Pay UPI, PSP or any other system participant in UPI Payment System shall not be liable for any delay in the completion of the funds transfer or any loss on account of error in the execution of the funds transfer by you.
· You are required to ensure availability of sufficient funds in HP Pay UPI linked Bank Account(s) in order to avoid transaction declines and charges if any accessed by your issuer Bank.
You agree and understand that 'HP Pay' shall onboard you on the NPCI operated centralised mapper(s) such as 'Numeric UPI ID Mapper' to enable you to send or receive funds using a defined 'UPI Number' (which would be your mobile number by default) and you agree and consent that such onboarding shall be done by HP Pay on your behalf within the defined and permitted structure of NPCI. This process shall be as per directives of NPCI and shall include but not limited to sharing your UPI details (collected and maintained by HP Pay to provide UPI services) with NPCI and linking of default bank account / VPA to your 'UPI Number'. This would enable you to accept payments against your UPI number. HP Pay shall provide you an option to de-link the default mapping of UPI number processed on HP Pay mobile application. You further agree to receive funds from other users registered on HP Pay and consent that HP Pay will process such transactions to your linked default bank account without checking with the NPCI Mapper.
Terms of Use of HAPPY COINS
·
HP Pay customers can earn HAPPY
COINS on their fuel transactions and HP Pay Wallet recharge transactions
on HP Pay mobile application.
·
Happy Coins points Earn and
burn -
o Customers will earn 3 Happy Coins per Rs. 100
/- on recharging the HP Pay Wallet and 1 Happy Coins per Rs. 100/- on
purchase of fuel from any HPCL petrol pump for transactions made using HP Pay
wallet balance.
o Customer will earn 4 Happy Coins per Rs. 100/- on direct payments, towards purchase of fuel from any HPCL petrol pump, using various payment options available on HP Pay except HP Pay Wallet.
o Happy Coins earned can be redeemed towards HP Pay wallet recharge wherein 1 Happy Coins point shall be equivalent to 0.25 Rs.
o Happy Coins earned can also be redeemed towards purchase of various brand vouchers provided under “Insta Vouchers” menu on the app.
· For detailed T&C, Pl. visit URL- https://www.gyftr.com/
GENERAL TERMS AND CONDITIONS:
Your Conduct on Website and Application
In order to access HP Pay Services, you are
required to provide information about yourself, which may include personal
information or sensitive personal information, as part of the signup process.
You agree that any information you provide will always be complete, accurate,
up to date and in accordance with the Terms of Use. If any information provided
by you is found to be incomplete, inaccurate, or out of date or not in
accordance with the Terms of Use, or HP Pay has reasonable grounds to suspect
that such information is incomplete, inaccurate, or out of date or not in
accordance with Terms of Use, HP Pay shall have the right to indefinitely
suspend or terminate or block your access to HP Pay website/app and/or take
necessary steps in accordance with applicable law without any further notice. Your
information shall be managed as per HP Pay Privacy Policy.
You acknowledge and agree that when purchasing
goods or availing services from Merchants and using HP Pay Services for making
payments to such Merchants, HP Pay is not a party to the transaction/contract
between you and the Merchant and act only as an Intermediary under the
Information Technology Act, 2000). Thus, HP Pay has no responsibility or
liability whatsoever in relation to the Merchant’s goods or services or the
transaction between you. HP Pay does not endorse any advertiser or Merchant
linked to its website or app. Furthermore, HP Pay is under no obligation to
monitor the Merchant's goods or services used/availed by you.Any dispute with
or complaint against any Merchant with respect to the goods purchased or
services availed ompe must be directly resolved by you with the Merchant and HP
Pay shall not be made a party to any such dispute between yourself and the
Merchant. It is clarified that HP Pay shall not be responsible or liable for any
deficiency in goods and/or services purchased using HP Pay Services. You are solely
responsible in satisfying yourself regarding the quality, quantity and fitness
of any good and/or service before purchasing/availing the same.
You agree that in case any amount is
transferred erroneously by You to any Merchant, Participating Platforms or any
other person, HP Pay shall have no responsibility and shall not be liable to
refund such amount to You under any circumstances.
You further agree that any advertisement or
web-link on the HP Pay website/app to a third-party site is not an endorsement
of the advertisement or the third party site by HP Pay. By using or browsing
any such other web-link, you shall be subject to the terms and conditions in
each such web-link.
You are responsible for maintaining the
confidentiality of your login information and secure access credentials
associated with your HP Pay account. Accordingly, you are responsible for all
activities that occur under your account/use of your secure credentials and HP
Pay shall not be liable for any such activities performed by using your login
information and secure credentials on HP Pay website/app. You shall promptly
inform HP Pay as per the Complaint Registration mentioned herein of any unauthorized
usage of your HP Pay Wallet or loss of mobile device and any other
circumstances which may lead to unauthorized usage of your HP Pay Account. On
receipt of such information, HP Pay shall block your HP Pay Account within a
period of 24 hours. You agree and acknowledge that any unauthorized transaction
or unauthorized usage of your HP Pay Account prior to blocking of HP Pay
Account will solely be your responsibility, and HP Pay shall not be liable for
any loss or damage suffered by you due to such unauthorized transaction or
unauthorized usage prior to blocking of HP Pay Account.
Attempting to access HP Pay Platform using
any means other than the ones provided by Us , i.e. secure login options
provided on app thru MPIN,OTP , Biometric and Passcode based login mechanisms,
is strictly prohibited and shall be deemed unauthorized access, whether
attempted or accessed through any automated, unethical or unconventional means.
Further you should not directly or indirectly engage in any activity using device,
software or any routine process that disrupts or interferes with our ability to
service you or any other user(s) on HP Pay Platform, including the servers
and/or networks to which our resources are located or connected. Any such
unauthorized activities may incur criminal or civil liability on your part, and
you agree to indemnify and keep indemnified HP Pay, its directors, officers,
employees and agents/representative against any loss, cost, damage, expense
that may be incurred or suffered in relation to such unauthorized activities.
You shall not use any
"deep-link", "page-scrape", "robot",
"spider" or other automatic device, program, algorithm or
methodology, or any similar or equivalent manual or digital process, to access,
acquire, copy or monitor any portion of the HP Pay Platform or any Content, or
in any way reproduce or circumvent the navigational structure or presentation
of the HP Pay Platform or any content, to obtain or attempt to obtain any
materials, documents or information through any means not purposely made
available through the HP Pay Platform.
You shall not probe, scan or test the
vulnerability of the HP Pay Platform or any network connected to Us, You shall
not reverse look-up, trace or seek to trace any information on any other User
of or visitor to HP Pay Platform, or any other customer, including any account
on the HP Pay Platform not owned by You, or exploit the HP Pay Platform or any
HP Pay Service or information made available or offered by or through the HP
Pay Platform, in any way where the purpose is to reveal any information,
including but not limited to personal identification or information, other than
Your own information, as provided for by the HP Pay Platform.
You further agree that -
In the event of any dispute, HP Pay records shall be binding as the conclusive evidence of the transactions carried out through HP Pay Services.
HP Pay shall send all customer communications by SMS and/or email to your registered number and/or email address (if provided), and they shall be deemed to have been received by You after they have been submitted for delivery to the SMS/email service providers.
You will receive all commercial messages including transactional messages from HP Pay/ Merchant.
You will use the HP Pay Services in good faith and in compliance with all applicable laws and regulations and the Terms of Use.
You will be solely responsible for payment of any taxes, duties or other governmental levies or any financial charges that may be imposed on any products or services purchased from or availed from a Merchant or otherwise arising from online transactions.
Intellectual Property Rights
Intellectual Property Rights for the purpose of this Terms of Use shall always mean and include copyrights whether registered or not, patents including rights of filing patents, trademarks, trade names, trade dresses, house marks, collective marks, associate marks and the right to register them, designs both industrial and layout, geographical indicators, moral rights, broadcasting rights, displaying rights, distribution rights, selling rights, abridged rights, translating rights, reproducing rights, performing rights, communicating rights, adapting rights, circulating rights, protected rights, joint rights, reciprocating rights, infringement rights. All those Intellectual Property rights arising as a result of domain names, internet or any other right available under applicable law shall vest in HP Pay. HPCL as the owner of such domain name. The Parties hereto agree and confirm that no part of any Intellectual Property rights mentioned hereinabove is transferred in the name of User and any intellectual property rights arising as a result of these presents shall also be in the absolute ownership, possession and control of HPCL or control of its licensors, as the case may be.
All material on this HP Pay website and mobile application, including images, illustrations, audio clips, and video clips, are protected by copyrights, trademarks, and other intellectual property rights and are the ownership of HPCL. Material on Website/app is solely for Your personal, non-commercial use, and no license, assignment or right in relation to the intellectual property rights of HPCL has been created in your favourYou agree not to copy, reproduce, republish, upload, post, transmit or distribute such material in any way, including by email or other electronic means, whether directly or indirectly, and You agree not to assist any other person to do so. Without the prior written consent of HPCL, modification of the materials, use of the materials on any other platform or networked computer environment or in any other manner is a violation of the copyrights, trademarks and other proprietary rights of HPCL, and is prohibited
Termination
You agree that HP Pay at its sole discretion may terminate this contract for any reason whatsoever without prior notice and restrict your access to HP Pay website and application if it is determined that You have violated the Terms of Use and HP Pay shall not be liable to make any compensation for such termination or restriction of access.
Limitation of Liability
You acknowledge and agree that financial and non-financial transactions performed in your HP Pay Account is always processed by You or under Your exclusive authorization.
In no event will HP Pay be liable for any indirect, consequential, incidental, special or punitive damages, including without limitation damages for loss of profits or revenues, business interruption, loss of business opportunities, loss of data or loss of other economic interests, whether in contract, negligence, tort or otherwise, arising from the use of or inability to use the Services.
Indemnification
You shall indemnify and hold harmless HP Pay, its directors, officers, employees, agents and representatives from and against any claim, liability, obligation, loss, damage, deficiency, judgement, cost or expense (including legal costs) of any kind or character, arising out of or in any manner attributable to your breach of the Terms of Use, HP Pay Privacy Policy or your violation of any law, rules, regulations or directions of any statutory or government authorities.
Force Majeure
HP Pay shall not be held responsible or liable for the unavailability of HP Pay Services or HP Pay Platform to you or for any issue in accessing your HP Pay Account due to the exigency of one or more force majeure events which are beyond the reasonable control of HP Pay.
A Force Majeure Event shall mean any event that is beyond the reasonable control of HP Pay and shall include but not limited to war, riots, fire, flood, acts of God, explosion, strikes, lockouts, slowdowns, prolonged shortage of energy supplies, Pandemic, computer hacking, unauthorized access to computer data and storage devices, computer crashes, acts of state, governmental, statutory or regulatory actions prohibiting or impeding HP Pay from performing its respective obligations under the contract.
Dispute, Governing Law and Jurisdiction
This Agreement and the rights and obligations thereunder and the relations of the parties and all matters arising under or in connection with this Terms of Use, including the construction, validity, performance or termination thereunder, shall be governed by and construed in accordance with the laws of the Republic of India.The courts in Mumbai, Maharashtra shall have exclusive jurisdiction to try and adjudicate all matters arising in connection with your use of the HP Pay Services or other matters covered herein.
Disputes or differences or concerns if any should be raised within 30 days of happening or non-happening of an event related to HP Pay Services, except in case of unauthorised transactions on Your HP Pay Wallet, which shall be reported by You as soon as You identify the issue and investigation for such disputes is subject to terms of use of HP Pay PPI (“HP Pay Wallet”)
Disclaimers
As part of continuous innovation and improvement, HP Pay is entitled to add or remove features and functionalities, increase, or decrease limits to our HP Pay Services, start offering new services or stop offering old ones on HP Pay Platforms. Such offering can also be due to discontinuation of any service or offering on HP Pay Platform by third party service providers or business partners.
HP Pay is also entitled to record or monitor Our conversations with You for records and monitoring quality of our conversations.
Any content downloaded or otherwise obtained through the use of our Platform is done at your own discretion and risk, and We cannot confirm that such documents or contents are error or virus free and You understand and acknowledge that you are solely responsible for any damage you may incur as a result of such download including any damage to your devices, any loss of data etc.
HP Pay and third-party partners make no warranty, express or implied regarding the quality of Services including but not limited to:
the Services will meet your requirements;
the Services will be uninterrupted, timely or error free; or
any products, information or material obtained by You in connection with the services will meet Your requirements.
Except as expressly provided herein and to the full extent permitted by law, the HP Pay Services are provided "as is", "as available" and "with all faults". All warranties, representations, conditions, undertakings and terms, whether express or implied, are hereby excluded. It is Your responsibility to evaluate the accuracy, completeness and usefulness of the HP Pay Services and other information provided by HP Pay or generally available. We do not authorize anyone to make any warranty on our behalf and You should not rely on any such statement.
If you have a dispute with other parties, you release HP Pay (and our affiliates and officers, directors, agents/representatives, and employees thereof) from claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, arising out of or in any way connected with such disputes
Grievance Policy
HP Pay mobile application is owned by Hindustan Petroleum Corporation Limited( HPCL), a company incorporated under the Companies Act, 1956 with its registered office at at Petroleum House, 17, Jamshedji Tata Road, Churchgate, Mumbai 400 020 and its Marketing Office at Hindustan Bhawan, 8 Shoorji Vallabhdas Marg, Ballard Estate, Mumbai 400 001
We at HP Pay value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.
Our endeavor is to provide You with a seamless experience while transacting via HP Pay App/website and when required, our in-app customer redressal support process, is able to address all Your concerns. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customized redressal, You may refer to the following redressal mechanism in the sequential order.
Grievance redressal
We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.
We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, you can contact our customer support team through phone, email or through HP Pay App.
Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to the next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.
Service Levels
Service Levels for HP Pay Wallet, UPI (Unified Payments Interface) and other products and services offered in HP Pay
For any complaints other than UPI :
Level 1
Complaints Registration:
· You can register your complaint with HP Pay Customer Support on the home page of the HP Pay App.
· We offer customer support service 24 hours a day and 7 days a week.
Resolution of Complaints:
· We are committed to providing you with our first response within 24 hours of receiving the complaint.
· We aim to resolve all Your complaints/queries within 3 business days.
· Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
· In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
· Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.
Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if User is not satisfied.
Level 2
Complaints Registration: You can access any of the following channels to escalate your complaint.
· Register a complaint on www.hppay.in or write to us on care@hppay.in
· Call our customer support center
o For Petrol, Diesel and Lube related queries Contact @ 1800-1039-811
o For HP Gas or LPG related queries Contact @ 1800-2333-555
o LPG Emergency Helpline call @1906
o For Gift Voucher related queries Contact @ 1800-1033-314
Resolution of Complaints:
· We are committed to providing a first response within 24 hours of receiving the complaint.
· We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to you.
Customer Responsibility
· You shall take appropriate measures to safeguard your HP Pay account by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of HP Pay or its representatives. HP Pay will never ask for such credentials.
· You agree to update your email ids regularly with HP Pay to keep the information up to date and receive ongoing alerts.
· You agree to register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions, and shall not opt out of such alerts.
· You agree to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
· You agree to promptly report any unauthorized transaction on the account to HP Pay, ensuring that there is no delay in reporting.
For UPI complaints :
Users to raise their disputed online through application under “ UPI Help “ section only.
Dispute Redressal Mechanism
1. UPI app customers being the end-Users (“End-Users”) can raise a complaint with respect to a UPI transaction/UPI Plug-in transaction, on the PSP app / TPAP app.
2. End-User can select the relevant UPI transaction/ UPI Plug-in transaction and raise a complaint in relation thereto.
3. A complaint shall be first raised with the relevant TPAP/Partner Application in respect to all UPI related grievances / complaints of the End-Users on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app)/by the Partner. In case the complaint / grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the End-User maintains its account) and NPCI, in the same order. After exercising these options, the end-User can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
4. The complaint can be raised for both the types of transactions i.e. fund transfer and merchant transactions, for UPI Plug-in complaint can be raised for merchant transaction only.
5. The End-User shall be kept communicated by the PSP / TPAP/Partner by means of updating the status of such End-User’s complaint on the relevant Partner Application itself.
