Wallet T&C

Last updated on Mar 21, 2018

1. Customer T&C

Please read the following terms and conditions carefully before registering, accessing or using the application as defined below. By accessing or using the services of the application, you agree to be bound by these terms and conditions set forth below including any additional guidelines and future modifications. If at any point of time, you do not agree to these terms and conditions or do not wish to be bound by these terms and conditions, you may not access or use the application and immediately terminate your use of the services by the prescribed channel and process of communication.

 

Your use of True Balance Wallet on our mobile App is governed by the following terms and conditions (hereafter, referred to as “Terms” and as may be amended from time to time) which are incorporated herein.

 

  1. Definitions
  • “True Balance Wallet” means the pre-paid payment instrument issued by Balance Hero India Private Limited
  • “Charge(s)” or “Service Charge” shall mean the charges which True Balance may levy upon you in consideration for subscribing to the True Balance wallet
  • “Person-to-Person Transfer” refers to a facility to transfer funds from a True Balance Wallet to any other True Balance Wallet issued by True Balance or to any savings or current bank account.
  • “Merchant Establishment” shall mean and include physical Merchants, remote Merchants and any other outlet that has been authorized by True Balance to accept payment using True Balance Wallet
  • “Enrollment Form” shall mean the True Balance Wallet Enrollment Form, as is required by True Balance from the Customer at the time of registration for availing and/or continuation of the True Balance Wallet
  • “Minimum KYC Wallet” means True Balance Wallet classified as Semi-closed system payment instruments issued by accepting minimum customer details being customer name, self-declared Aadhaar number, date of birth, gender, email address, and OTP-verified mobile number, which permit payment and domestic money remittance as per RBI direction on Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 as amended and supplemented by the RBI from time to time. Minimum KYC Wallet shall be converted into Full KYC Wallet within a period of 12 months from the date of issue, failing which no further credit shall be allowed in Minimum KYC Wallet. However, you can use the balance available in Minimum KYC Wallet.
  • “Full KYC Wallet” means True Balance Wallet which is KYC compliant and classified as Semi-closed system payment instruments which permit Person-to-Person transfer and payment to all identified Merchant as per RBI direction on Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 as amended and supplemented by the RBI from time to time.
  • “KYC” stands for Know Your Customer and refers to the various norms, rules, laws and statutes issued by RBI from time to time under which True Balance is required to procure personal identification details from you before any services can be delivered. Know your Customer (KYC) documents may be required by True Balance from the customer at the time of registration and/or on a later date, for continuation of the True Balance Wallet.
  • “Password” or “Pin” means the secret password used to secure True Balance Wallet applications, without knowledge of which your True Balance Wallet will not be operable
  • The Terms are effective upon your solicited acceptance of usage of our platform, and governs the relationship between the users of this platform (“you”, “your”, “yours” or the “User” as the context may necessitate) and Balance Hero (India) Private Ltd. (“True Balance Wallet”, “BHIPL”, “Us”, “Our” or “We” as the context may necessitate).

 

  1. ELIGIBILITY
  • You must be 18 years of age to use True Balance Wallet
  • You must not be someone previously suspended or removed from the services by True Balance wallet
  • Individuals below 18 years (but more than 10 years of age) can use True Balance Wallet under the guidance of an adult provided necessary documents are submitted.
  • We reserve the right to terminate any account or your use of True Balance Wallet if any information provided by you is false, fictitious, inaccurate, not current or incomplete, with or without notice to you

 

  1. REGISTRATION TO USE SERVICES
  • You will be issued a user ID (unique identification issued by Balance Hero or primarily your mobile number) and password (MPIN, or Mobile PIN) to access your account
  • You must keep the password confidential and not share it with any other person as you are responsible for all activities on your account, whether or not you authorized it
  • In case of any unauthorized use of your account or your user id and password, please contact us at cs@balancehero.com

 

  1. DOCUMENTATION
  • The collection, verification, audit and maintenance of correct and updated customer information is a continuous process and True Balance reserves the right, at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements. True Balance reserves the right to discontinue services/reject applications for True Balance Wallet at any time if there are discrepancies in information and/or documentation provided by you
  • Any information provided to True Balance with the intention of securing True Balance Wallet shall vest with True Balance, and may be used by True Balance, for any purpose consistent with any applicable law or regulation, at its discretion.
  • If the details provided by you in the KYC documents do not match with the details mentioned in the Enrollment Form, then True Balance has the right to forfeit the balance amount in your wallet.

 

  1. KYC COMPLIANCE
  • “KYC” stands for Know Your Customer and refers to the various norms, rules, laws and statutes issued by Reserve Bank of India from time to time
  • True Balance Wallet is required to procure personal identification details from you before any services can be delivered and at the time of Registration and/ or on a later date, for availing and / or continuation of the True Balance Wallet
  • The collection, verification, audit and maintenance of correct and updated customer information is a continuous process and True Balance Wallet reserves the right, at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements
  • BHIPL reserves the right to transfer part or all of your Personal Information to third parties for authentication as required by applicable laws after obtaining your explicit consent
  • We reserve the right to discontinue services/reject applications for True Balance Wallet at any time if there are discrepancies in information and/or documentation provided by you
  • Any information provided to us with the intention of securing True Balance Wallet shall vest with us, and may be used, for any purpose consistent with any applicable law or regulation, at its discretion
  • If the details provided by you in the KYC documents do not match with the details mentioned in the KYC enrollment form, then BHIPL has the right to forfeit the balance amount in your wallet
  • Subject to guidelines/notifications issued by RBI from time to time these limitations may be reviewed and modified at the discretion of BHIPL without prior notice

 

  1. GENERAL CONDITIONS OF TRUE BALANCE WALLET
  • You will be able to use the True Balance Wallet Account for all services and transactions like recharges, bill payments, domestic money transfer, and merchant payments subject to guidelines/notifications issued by RBI from time to time, and specific features available may be reviewed and modified at discretion of BHIPL without prior notice.
  • The maximum monetary value that can be stored at any point of time, transferred to another account, utilized in a month in True Balance Wallet Account shall be in accordance with RBI (Reserve Bank of India) and True Balance Wallet guidelines as applicable from time to time
  • Subject to guidelines/notifications issued by RBI from time to time these limitations may be reviewed and modified at the discretion of True Balance Wallet without prior intimation to the Customer
  • True Balance Wallet reserves the right to suspend/discontinue True Balance Wallet services to you at any time, for any cause, including, but not limited, to the following:
    1. For any suspected violation of the rules, regulations, orders, directions, notifications issued by RBI from time to time or for any violation of the terms and conditions mentioned in this document
    2. For any suspected discrepancy in the detail(s), documentation or KYC (Know Your Customer) details provided by you
    3. To combat potential fraud, use of abusive language, sabotage, willful destruction, threat to national security or for any other force majeure reasons
    4. If the same is due to technical failure, modification, upgrade, variation, relocation, repair, and/or maintenance due to any emergency or for any technical reasons
    5. If the same is due to any transmission deficiencies caused by topographical and geographical constraints/limitations
    6. If the mobile connection with which your True Balance Wallet is related ceases to be operational or in not in your possession and direct control
    7. If True Balance Wallet believes, in its reasonable opinion, that cessation/ suspension is necessary
  • True Balance Wallet reserves the right to amend, modify, change, and/or terminate (collectively “Changes”) the Terms and related applications, at any time in its sole discretion. Your continued use of the services shall be deemed as your acceptance of any such Changes
  • As you are bound by such revisions, you should therefore check on the app, website or with the True Balance business partner channel through which you are availing the service to review the current fees from time to time
  • From time to time, BHIPL, at its sole discretion, can add to or delete Billers, Merchants
  • You are issued, <Minimum KYC Wallet> immediately after successful registration. Your account will be upgraded to a <Full KYC Wallet> after you submit your KYC documents at the time of registration or on a later date and the same are verified and approved by True Balance
  • You may note that withdrawing money from True Balance Wallet is not allowed. The outstanding balance stored on your True Balance Wallet shall NOT be refunded under ANY circumstances and must be utilized only to make payments for bona-fide transactions at merchant establishments and for person-to-person transfers or person-to-bank transfer, subject to guidelines/notifications issued by RBI from time to time.
  • No interest will be payable by True Balance on the available balance reflected on the True Balance Wallet
  • True Balance Wallet is not transferable
  • You are permitted to maintain and operate only one True Balance Wallet. Any suspected non-conformity with this requirement shall be just cause for the suspension/ discontinuation of any/all Wallets associated with you by BHIPL

 

  1. WALLET CHARGES & VALIDITY
  • You shall pay the service charges prescribed by True Balance Wallet in the form and manner prescribed for such payment
  • True Balance Wallet may at its discretion, change, amend, increase, or reduce the service Charges without prior intimation to the customer
  • Any value in your True Balance Wallet that is utilized towards making payments for any transaction shall be automatically debited from your True Balance Wallet
  • Our responsibility is limited to the debiting of your True Balance Wallet and the subsequent payment to any merchant establishment that you might transact with
  • We do not endorse, promote, or warrant any goods and/or services that might be availed or proposed to be availed using True Balance Wallet
  • True Balance reserves the right to levy charges/ charge commission upon any amounts loaded upon your True Balance Wallet or any amounts spent/utilized by you using True Balance Wallet
  • True Balance Wallet reserves the right to set off any balance in your wallet in order to recover funds for transactions processed as per your request
  • Charges pertaining to transactions shall be in accordance with RBI guidelines as applicable from time to time

 

Nature of Transaction Charges
Wallet Top-up 0
Money Transfer to Another TB Wallet 0
Money Transfer to Bank Account 3% fee
Mobile Recharge 0
Postpaid/Bill Payment 0
Merchant Payment 0

 

  1. WALLET EXPIRY AND BALANCE FORFEITURE
  • Wallet expiry and balance forfeiture will depend upon the inactive use of your wallet for a long period of time wherein True Balance Wallet reserves the rights to forfeit the amount in accordance with prevalent regulatory guidelines
  • At present, True Balance does not expire the wallet or forfeits the balance amount in True Balance Wallet
  • True Balance reserves the right to introduce a policy as per the applicable RBI guidelines for wallet expiration and balance forfeiture in future. The terms and conditions related to any such policy that we may introduce in the future will come into effect from the date that will be clearly indicated under the “Terms of Use” for Semi Closed Wallet

 

 

 

  1. CUSTOMER OBLIGATIONS
  • If True Balance Wallet requests registration information from you, you will provide with true, accurate, current, and complete information
  • True Balance Wallet availability is subject to the maintenance of an active mobile connection with any telecom provider. True Balance Wallet availability is subject to the maintenance of a mobile phone handset and other application on which Services run and customer is solely responsible for all liability arising from the unavailability of services due to a mobile handset not supporting the True Balance Wallet application
  • You must ensure the availability of sufficient funds before executing any transaction from your True Balance Wallet
  • You shall be solely responsible for the confidentiality, safety and security of the password. You shall be the sole owner of the password and shall be responsible for the consequences arising out of disclosure of the password and/or the unauthorized use of True Balance Wallet. In case the Password is lost or misplaced, you shall promptly inform True Balance by calling at the customer care numbers where after the password will be barred and a new password will be issued to you after necessary validation. In case the mobile phone/ SIM card associated with your True Balance Wallet is lost/stolen/misplaced/no longer in your control, you shall promptly inform Balance Hero. True Balance will upon receipt of such information block the relevant account
  • You shall intimate True Balance about change in your address, if any, in writing along with such proof of address as per the KYC documents
  • You shall not use True Balance Wallet for any purpose that might be construed as contrary or repugnant to any applicable law, regulation, guideline, judicial dicta, True Balance policy or public policy or for any purpose that might negatively prejudice the goodwill of True Balance
  • You acknowledge and understand that True Balance Wallet are linked to your mobile phone number and you shall be solely responsible for any liability arising out of the loss/theft/misuse of the mobile phone number or deactivation of mobile connection by the concerned telecom service provider, in respect of the services
  • Information submitted by you for availing True Balance Wallet and/or information submitted while using True Balance Wallet may be shared with third parties by True Balance, inter alia, to facilitate the provision of True Balance Wallet
  • You shall ensure that the services are not used for Transactions in foreign currency. True Balance Wallet is issued & shall be valid only in India and shall be used at merchant establishments only in India
  • You agree not to copy, modify, rent, lease, loan, sell, assign, distribute, reverse engineer, grant a security interest in, or otherwise transfer any right to the technology or software underlying its web-sites/app or the services
  • Without limiting the foregoing, you agree that you will not use the True Balance website or application to undertake any of the following actions or to display, upload, modify, publish, distribute, disseminate, transmit, update or share any information that:
    1. Is grossly harmful, harassing, blasphemous defamatory, obscene, offensive, indecent, anti-religious, anti-national, defamatory, abusive, harass, stalk, threaten, or otherwise violate the legal right of others, pornographic, pedophilic, libelous, invasive of another’s privacy, hateful, racial, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever;
    2. Infringes any patent, trademark, copyright or other proprietary rights;
    3. Contains viruses, corrupted files, or any other similar software or programs that is designed to interrupt, destroy or that may limit the functionality of any computer source or that may damage or adversely affect the operation of another person’s computer, its web-sites, any software or hardware, or telecommunications equipment;
    4. Advertises or offers to sell any goods or services for any commercial purpose;
    5. Is in the nature of promotional services, products, surveys, contests, pyramid schemes, spam, unsolicited advertising or promotional materials, or chain letters;
    6. Falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels of the origin or the source of software or other material;
    7. Violates any law for the time being in force;
    8. Belongs to another person to which you do not have any right to;
    9. Interferes with or disrupts True Balance’s websites, servers, or networks;
    10. Impersonate any other person;
    11. Harm minors in any way;
    12. Forge headers or manipulate identifiers or other data in order to disguise the origin of any content transmitted through its websites or to manipulate your presence on its websites;
    13. Engage in any illegal activities;
    14. Threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order, or causes incitement to the commission of any cognizable offence, or prevents the investigation of any offence or insults any other nation.
  • Unauthorized access to the application is a breach of these Terms and a violation of the law
  • You agree not to access our application by any means other than through the interface that is provided by True Balance Wallet for use in accessing application
  • You agree not to use any automated means, including, without limitation, agents, robots, scripts, or spiders, to access, monitor, or copy any part of our website or related application, except those automated means that True Balance Wallet have approved in advance and in writing

 

  1. PROHIBITED SERVICES
  • You agree not to:
    1. use the services for any purposes other than to purchase recharge of Telcos,  pay postpaid bill, and pay for DTH/utility bills and/or to access the services in accordance with these Terms and Conditions and as such services offered by True Balance
    2. Infringe our or any third party’s intellectual property rights, rights of publicity or privacy
    3. Use the services if you are under the age of eighteen (18) without a parental sponsor or in any event use the services if You are under the age of thirteen (13) years old even with a parental sponsor and in accordance with applicable law
    4. Post or transmit any message which is libelous, defamatory or which discloses private or personal matters concerning any person
    5. Post or transmit any message, data, image or program which is pornographic in nature
    6. Refuse to cooperate in an investigation or provide confirmation of Your identity or any other information You provide to True Balance
    7. Remove, circumvent, disable, damage or otherwise interfere with security-related features of the services and the Site or features that enforce limitations on the use of the services
    8. Use the services in any manner that could damage, disable, overburden, or impair it, including, without limitation, using the services in an automated manner
    9. Interfere or disrupt this Site or networks connected to this Site
    10. Take any action that imposes an unreasonably or disproportionately large load on our infrastructure/ network
    11. Use any device, software or routine to bypass the Site’s robot exclusion headers, or interfere or attempt to interfere, with the services
    12. Breach this Agreement or any other True Balance agreement or policy
    13. Use the Site to collect or obtain personal information, including without limitation, financial information, about other users of the Site
    14. Use the services in a manner that results in or may result in complaints, disputes, reversals, chargebacks, fees, fines, penalties and other liability to True Balance, a third party or You
    15. Use the services in a manner that True Balance reasonably believe to be an abuse or a violation of payment network rules
    16. Take any action that may cause True Balance to lose any of the services from its service providers, Telco’s, payment processors or other suppliers
    17. Send automated request of any kind to the Site’s system without express permission in advance from True Balance

 

  1. CUSTOMER COMMUNICATIONS
  • True Balance shall send all customer communications by SMS and/or email and the SMS shall be deemed to have been received by you after they have been submitted for delivery to the mobile phone operator.
  • You agree to receive all commercial message including transactional messages from True Balance

 

  1. EXCLUSION OF WARRANTIES
  • Your use of the services will meet your requirements
  • Your use of the services will be uninterrupted, timely, operational at any particular time or free from error
  • Any liability for any information that may have become outdated since the last time the particular piece of information was updated
  • All warranties and conditions of any kind, whether express or implied, including, but not limited to the implied warranties and conditions of merchantability, fitness for a particular purpose and non-infringement

 

  1. LIMITATION OF LIABILITY
  • True Balance assumes no responsibility and shall incur no liability if it is unable to affect any payment instruction(s) owing to any one or more of the following circumstances:
      1. If the payment instruction(s) issued by you is/are incomplete, inaccurate, invalid and delayed
      2. If the payment account has insufficient funds/limits to cover for the amount as mentioned in the payment instruction(s)
  • Any amount transferred erroneously by the customer to any Merchant Establishment shall not be refunded to the customer by True Balance in any circumstances
  • If the funds available in the payment account are under any encumbrance or charge.
  • If payment is not processed by biller upon receipt
  • Circumstances beyond the control of True Balance (including, but not limited to fire, flood, natural disasters, bank strikes, power failure, systems failure like computer or telephone lines breakdown due to an unforeseeable cause or interference from an outside force)
  • In case the bill payment is not effected for any reason, you will be intimated about the failed payment by an e-mail.
  1. ACCEPTANCE OF TERMS
  • By accepting the Terms, you understand and agree that True Balance Wallet will treat your use of the services such as your use of our prepaid mobile/DTH recharge, purchase regarding bill payment or money transfer or other services which may be added from time to time (all such services are individually or collectively are referred as service or services) in our mobile application and/or on the website www.truebalance.io
  • You specifically agree, that in order to facilitate the provision of True Balance Wallet, it may be required to disclose any information or particulars pertaining to you to any authority, statutory or otherwise. Privacy of communication is subject to the terms of the certificate of authorization granted by the Reserve Bank of India and Reserve Bank of India notifications/directives etc.
  • We, or our licensors, own all right, title and interest, including, but not limited to the usage, all copyright, trademark, patent, trade secret or other proprietary rights (“IP rights”) in and to the app, alternatively also referred to as the platform. You shall not reproduce, distribute, transmit, modify, create derivative works, display, perform or otherwise use the App/Website, the platform or any of the IP rights, or attempt to reverse engineer, decompile, disassemble, or derive the source code for the platform or use the platform or website to create a competing product.
  • True Balance Wallet is owned by Balance Hero (India) Private Ltd. Unauthorized use is strictly prohibited. As True Balance Wallet is a platform owned by Balance Hero (India) Private Ltd. Hence all the rights, benefits, liabilities & obligations under the following terms & conditions shall accrue to the benefit of Balance Hero (India) Private Ltd. All rights are expressly reserved to True Balance Wallet, in turn to Balance Hero (India) Private Ltd.
  • You acknowledge that True Balance Wallet is a facilitator for mobile recharges and other services and is not liable for any 3rd party products and services available on the application with respect to rates, quality, and all other instances. You expressly understand and agree that your use of the services and application is at your sole risk and the services are provided “as is” and “as available”. You shall not hold BHIPL liable for any discrepancy in the third-party products. It is your responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the internet generally.
  • Any material downloaded or otherwise obtained through the use of the services is done at your own discretion and risk and that you will be solely responsible for any damage to your device or loss of data that results from the download of any such material. No advice or information, whether oral or written, obtained by you from BHIPL or through or from the services shall create any warranty not expressly stated in the Terms.
  • Notwithstanding anything to the contrary herein, neither BHIPL, nor its affiliated companies, subsidiaries, employees, Directors or any related party shall have any liability to users or to any third party for any indirect, incidental, special or consequential damages or any loss of revenue or profits arising under or relating to these terms, even if any of the said parties had been advised of, knew of, or should have known of the possibility of such damages. To the extent permitted by law, our maximum aggregate liability to you for any causes whatsoever, and regardless of the form of action, will at all times be limited to the transaction value.
  • By accepting the Terms, you authorize us to hold, receive, disburse and settle funds on your behalf. Your authorization will remain in full force and effect until your True Balance Wallet account is closed or terminated.

2. Privacy Policy

We are sensitive to the scenario that we would be dealing with data and information of a personal nature. By using our website (www.truebalance.io) and related mobile applications (also referred as “We”, “us”, “our” and “True Balance Wallet”, as the context may necessitate), you tend to provide personal Information of you and your family (also referred as “you”, “your”, “yours” or the “user”, as the context may necessitate). You consent to the terms of our Online Privacy Policy and to our processing of such personal information for the purposes explained in this policy by registering on the True Balance Wallet Application and subscribing to our services. You also agree to our contacting you pursuant to the business relationship established using the information you provide to us. We request you to read this Policy in accordance with terms of use and to use these to make informed decisions.

 

This Privacy Policy sets out how True Balance Wallet uses and protects any information that you provide when you use our application for any transaction. We are committed to ensuring that information shared by you is protected and We assure you that it shall solely be used in accordance with this Privacy Policy.

 

  1. PRIVACY

We follow systematic and stringent procedures to protect the security of the information/data shared with us and stored in our application and/or on our server. The information that you have shared on our application is stored in a secure server with encryption and can be accessed only for official purposes. Any of our employees who violate our privacy and/or security policies related to customer’s data is subject to disciplinary action, including possible termination and civil and/or criminal prosecution.

 

  1. REGISTRATION

Upon signing up on our app, you are required to provide us with certain basic mandatory information like your name, date of birth, self-declared Aadhaar number, email address, gender and mobile number details. We never request more information than is reasonably necessary to provide requested services. We assume all the information provided by you is true, accurate, current, non-misleading, consistent and relevant. Once the registration process is completed, the said mobile number and password can be used to access your account every time you visit our application.

 

  1. INFORMATION THAT WE COLLECT PROVIDED BY YOU

A.PERSONAL INFORMATION
Personal Information means and includes all information that can be linked to a specific individual or to identify any individual, such as:

  • Your Full Name, Address, E-mail address, Mobile Number, Date of Birth, Aadhaar number and any proof of your identity and/or address that we may request
  • Details of any transactions that you carry out through our application using your True Balance account and of the fulfilment of your requests
  • Details of any credit, debit or other card used by you for transactions
  • Details of any bank account (including but not limited to, account holder/account name, account number and transaction history of your bank account), Tax certificates or any other income documents as necessitated by us
  • Any correspondence sent by you to us
  • Information from survey that you complete through the application, if any
  • Your participation in any promotion sponsored by us
  • Calls that we make to you or you make to us
  • Information collected through cache
  • your IP address, log-in times, operating system and browser type
  • Details of your visits to our mobile application including, but not limited to, Traffic Data, Location Data, Weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access whilst visiting our mobile application

 

B.INFORMATION COLLECTED BY MERCHANTS
True Balance Wallet shall engage independent merchants to provide certain services and products. Access to any of your personal information by these merchants is limited to the information reasonably necessary in order for the merchants to perform their limited services for us. We also insist that these merchants protect your personal information in a manner consistent with this Privacy Policy and that the merchants shall not use or disclose your personal information for any purpose other than providing us with the products or services for which we have contracted. We will not sell, distribute or lease your personal information to merchants unless:

  • Required by law such as to comply with a subpoena, or similar legal process. To the extent we are legally permitted to do so, we will take commercially reasonable steps to notify you in the event that we are required to provide your personal information to merchants as part of legal process
  • When we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud or respond to a written government request
  • If True Balance Wallet becomes involved in a merger, acquisition, or any form of sale of some or all of its assets, we will provide notice before personal identification information becomes subject to a different privacy statement
  • To any other Merchant with your prior consent to do so

 

C.USE OF PERSONAL INFORMATION
We use personal information to provide you with services & products you explicitly requested for, like the following:

  • To carry out your instructions for making and/or receiving payments and undertake transactions using our services, including verifying that you have sufficient funds in your True Balance Wallet to make such payments
  • To operate and administer your True Balance account for providing services that you have requested
  • To notify you about changes to our service(s)
  • To comply with financial services regulations including retention of financial information and transactions
  • For customer service, including answering questions and responding to feedback and complaints
  • To provide you with information, products or services that you request from us or which We feel may interest you.
  • To allow you to participate in interactive features of the mobile application
  • To improve our internal customer training
  • For financial and identity checks, fraud prevention checks, anti-money laundering and credit checks
  • To send you offers based on your previous orders and interests

 

D.RETENTION OF DATA
True Balance is required, under applicable laws, to retain certain records for a period as suggested by regulatory authorities even after closure of your True Balance Wallet account, which will include your personal data such as your name, contact details, customer number and transaction history. Other than mentioned, we will delete and destroy all personal Information that we hold about you when you (or we) terminate your True Balance account.We do not store your online banking login PIN, TAN and/or password. Please note that we will not store your credit card information.

 

True Balance will never ask you to disclose your personal or security details by e-mail/phone. If you receive any e-mail/call purportedly from us requesting your personal or security details, please do not respond or entertain any such communication. Please forward details of any such e-mail/call to cs@balancehero.com

 

E.TRANSFER OF INFORMATION

  • We may share your Personal Information with third parties to provide you with services that we offer through True Balance Wallet, authenticate your identity, conduct quality assurance testing, facilitate creation of accounts, provide technical and customer support, or provide specific services, such as synchronization of your contacts with other software applications, in accordance with your instructions. These third parties are required not to use your personal information other than to provide the services requested by you
  • We may share your personal information with our subsidiaries, joint ventures, or other companies under a common control that we may have now or in the future, in which case we will require them to honour this Privacy Policy. If another company acquires our company or our assets, that company will possess your personal information, and will assume the rights and obligations with respect to that information as described in this Privacy Policy
  • We may disclose your personal information to third parties in a good faith belief that such disclosure is reasonably necessary to –
  • take action regarding suspected illegal activities
  • enforce or apply our Terms of use and Privacy Policy
  • comply with legal process, such as a search warrant, subpoena, statute, or court order
  • protect our rights, reputation, and property, or that of our users, affiliates, or the public

 

F. CONSEQUENCES OF NOT PROVIDING PERSONAL INFORMATION
If you choose not to provide your Personal Information that is mandatory to process your request, True Balance Wallet may not be able to provide the corresponding services

 

G. SECURITY
True Balance Wallet has drawn up stringent security measures to protect the loss, misuse, and alteration of the information provided by you under our control. At any point of time, when you change or access your account information, we offer the use of a secure server. Once your information is in our possession, we adhere to strict security guidelines, protecting the information against unauthorized access. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. For example:

    1. We use Secure Socket Layer (SSL) to encrypt the transmission of data on our website.
    2. We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorized access to systems
    3. We restrict access to personal information to only our employees, partners and agents who need to have that information in order to process a request, and who are subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations
    4. We are not responsible for third party circumvention of any privacy settings or security measures on True Balance Wallet. You can reduce these risks by using common sense security practices such as choosing a strong password, using different passwords for different services, and using up to date antivirus software

 

H. SERVER LOGS
In order to ensure easy and comfortable accessibility to our application, each time you use various services through our application, the application background collects certain statistical information. These statistics are only used to provide us information in relation to the type of user and nature of transactions or usage of our application by maintaining history of pages and at no point they identify the personal details of the user. We may make use of this data to understand as to how our application is being used.

 

I. INTERNATIONAL USERS
The application data is hosted in India. Even if you are accessing the application from outside India, your use of the application is governed by the laws of India.

 

J. OTHER INFORMATION

  • If you would like to view the information we have collected from you or you want to correct your information, please log into your account to view the details and review your personal information
  • If you believe that any information we are holding about you is incorrect or incomplete, please contact cs@balancehero.com to correct them with materials to verify them
  • We may change this policy from time to time by updating this page. Unless stated otherwise, our current Privacy Policy applies to all information that we have about you and your account.

 

K. CONSENT
You consent to the collection and use of the information you disclose on True Balance Wallet application, in accordance with this Privacy Policy, by using True Balance Wallet and/or by providing your information, including but not limited to your consent, for sharing your information as per this Privacy Policy.

 

You also agree to receive/share information regarding what True Balance Wallet perceives to be of their interest based on usage history via SMS, email, push notification & phone call. This includes offers, discounts and general information. In case, you do not want such information, you have to explicitly ask to be excluded by emailing us at cs@balancehero.com or responding to opt-out SMS sent from time to time or use privacy settings in the application.

 

L. UPDATES TO PRIVACY POLICY
The Privacy Policy may change at any time without prior notification. To make sure that you are aware of any changes, kindly review the policy periodically. This Privacy Policy shall apply uniformly to all mobile applications related to True Balance Wallet.

 

M. ENFORCEMENT
We may use the information collected, in connection with your use of True Balance Wallet (including your personal information) in order to investigate, enforce, and apply our Terms of use and Privacy Policy.

 

N. DISPUTE RESOLUTION
If you believe that True Balance Wallet has not adhered to this Privacy Policy, please email to us at cs@balancehero.com. In your email, please describe in as much detail as possible ways in which you believe the Privacy Policy has not been complied with. We will investigate your complaint promptly and suitably.

3. Customer Grievances Policy

In today’s competitive era and constantly evolving business, we at Balance Hero India Private  Limited take pride in keeping our customers at the center of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.

 

As a product and service organization, we believe “Well Done is better than Well Said” and hence we provide a transparent and sincere reach to our valued customers as an integral part of the process. The feedback provided by our customers is treated as an asset to the organization, evaluated and worked upon to improve our products and services.

 

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.

 

1. Our Principles

  • Customers remain the key stakeholder for all strategies developed at Balance Hero.
  • “Happy” customers are an indispensable entity for business growth and survival.
  • Our customers and their feedbacks are the most valuable asset for the organization, forming the foundation for development and innovation.
  • We endeavor to simplify our customers’ life through our innovations and product offerings.

 

2. Our Promise

  • All grievances will be dealt with, promptly and courteously.
  • We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame.
  • All SLAs and Turn Around Times for third party transaction would be published on our applications’ Help section.
  • All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
  • The Customers can send in their Queries, Requests or Complaints in the following ways:
    1. Over Phone – Customers can call us on 1 800 102 5091 (Toll-free), between 09:00AM and 06:00PM on weekdays (National Holidays excluded).
    2. Over Email: Sending us an email on cs@balancehero.com
    3. Contact Us Section: Customers can choose the contact us section on our website http://www.truebalance.io or using the contact us option in the Android App.
  • These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.
  • On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.
  • If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our Level-II Escalation, with relevant details such as Complaint Reference Number, if any, provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.

Note – escalations without a complaint reference number will not be treated as complaints

 

 

3. Customer Resolution Timelines

Sr. No Complaint Type Estimated Timelines (SLA)
1 Money Transfer 7 Working Days for reversal or credits (Third party transaction timelines followed by leading banks)
2 Load Money from Bank 7 Working Days for reversal or credits (Third party transaction timelines followed by leading banks)
3 E-Recharge/ Bill Payments Failure 3 Working Days
4 Wallet related issues 2 – 5 Working Days

 

4. Acknowledgement of Grievances

  • Customer Engagement Centre team will acknowledge the grievance immediately on the receipt of complaint in the form of: –
    1. Auto response in case of Emails or Contact Us section.
    2. Answering the calls at the call center on 1 800 102 5091

In all the scenarios, a reference number would be provided for all future communication around the particular complaint.

  • The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern
  • All complaints would be closed based on the customer’s feedback only and acceptance of closure

 

5. Customer Grievance Redressal Escalation

As “Customer Delight” our priority, we are committed to provide best Payment and Solution Experience to all our customers, we extend a Level-II escalation matrix to all our customers.

 

Escalation: Level 2
In case the customer is not satisfied with any of the following:

  • Resolution provided by Level-I team (subject to no resolution within the committed TAT)
  • Behavior of any representative or staff member at Balance Hero India Private Limited
  • Breach in the above-mentioned Service Level Agreements or timelines

 

The customer may choose to escalate the concern using the below mentioned methods

    • Write to us at:

Customer Service Department,

Balance Hero India Private Limited,

Floor-II, 121, Sector-44, Gurgaon

Pin Code—122001

All escalations received with the required details such as complaint reference number provided at Level-I, contact details (both phone & email) would be addressed within forty-eight (48) working hours up to a max of seven (7) working days in special cases pertaining to third party transactions.

 

Escalation: Level 3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels— I & II respectively, the customer can escalate the concern to the highest level by:

    • Write to us at:

CEO – True Balance Wallet,

On receiving the escalation, the complaint will get addressed within twenty-four (24) working hours’ post acknowledgement, up to a maximum of seven (7) working days in special cases pertaining to third party transactions.

 

6. Grievance Redressal Mechanism

The customer has the right to register his complaint if he is not satisfied with the services or finds attitudinal deficiencies when dealing with agents/staff or finds system errors or sees gaps between standards of service promised and actual service rendered by the company. This mechanism is exclusively dedicated for customer complaint redressal.

Acknowledgement of Grievances & redress on Complaints:

  • Customer Service Team will acknowledge the grievance immediately on the receipt of complaint and initiate action to have the grievance resolved within a maximum period of three weeks on extraordinary cases with auto reply in either cases
  • The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing
  • Complaints received by e-mail shall be acknowledged by an immediate system generated response or via individual emails to the extent possible
  • The follow up action taken in respect of such complaints shall be advised to customers by e-mail.

 

In the event of any dispute, True Balance records shall be binding as the conclusive evidence of the Transactions carried out through use of True Balance Wallet.

 

7. Disclaimer

All sales are final with no refund or exchange permitted. You are responsible for the information you provide for purchase and all charges that result from those purchases. Balance Hero (India) Pvt. Ltd. is not responsible for any purchase of incorrect information provided. If in a transaction performed by you on the application, money has been charged to your True Balance wallet, credit/debit card or bank account and a recharge/bill payment/benefit is not delivered within two hours of your completion of the transaction then you may inform us by sending an email to our customer services email address as mentioned. True Balance Wallet shall investigate the incident and if it is found that money was charged to your True Balance wallet, credit/debit card or bank account without delivery of the recharge/ bill payment/benefit then you will be refunded the money within 7 working days from the date of receipt of your email. All refunds will be credited to your True Balance Wallet account.

 

8. Legal Dispute Resolution

The Terms will be governed by and construed in accordance with the laws of India. You agree that any legal action or proceedings arising out of these Terms may be brought exclusively in the competent courts or tribunals having jurisdiction inGurgaon, Haryana, India and irrevocably submit themselves to the jurisdiction of such courts or tribunals. True Balance Wallet may elect to resolve any controversy or claim arising out of or relating to these Terms or application by binding arbitration in accordance with the provisions of the Indian Arbitration & Conciliation Act, 1996. Any such controversy or claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party. The arbitration shall be conducted in Gurgaon, Haryana, India and judgment on the arbitration award may be entered in any court having jurisdiction thereof. The language of arbitration will be English.

4. Merchant T_C

The Terms are a legal contract between You, being an individual user or beneficiary of these services of at least 18 years of age, and Balance Hero India Private Limited (BHIPL) having its registered office at Office No.121 2nd Floor, Sector 44, Gurgaon, India, 122001 and headquartered at 6th Floor, Tipstown S2, 169, Yeoksam-ro, Gangnam-gu, Seoul, Korea, 06247

 

You agree that any legal action or proceedings arising out of these Terms may be brought exclusively in the competent courts or tribunals having jurisdiction inGurgaon, Haryana, India and irrevocably submit themselves to the jurisdiction of such courts or tribunals. Balance Hero (India) Private limited may elect to resolve any controversy or claim arising out of or relating to these Terms or application by binding arbitration in accordance with the provisions of the Indian Arbitration & Conciliation Act, 1996. Any such controversy or claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party. The arbitration shall be conducted in Gurgaon, Haryana, India and judgment on the arbitration award may be entered in any court having jurisdiction thereof. The language of arbitration will be English.

 

1. CONFIDENTIALITY

Privacy of communication is subject to the terms of the certificate of authorization granted by the RBI under RBI notifications/directives etc. You specifically agree that in order to facilitate the provision of True Balance Wallet and related Services, True Balance may be required to disclose any information or particulars pertaining to you to any authority, statutory or otherwise.

 

2. INTELLECTUAL PROPERTY RIGHTS; Ownership; Proprietary Rights

The Services and the application are owned and operated by BHIPL and/or third-party licensors. The visual interfaces, graphics, design, compilation, information, computer code (including source code and object code), products, software, services, and all other elements of the Services and the application provided by BHIPL (the “materials”) are protected by Indian copyright, trade dress, patent, and trademark laws, international conventions, and all other relevant intellectual property and proprietary rights, and applicable laws. As between you and BHIPL, all materials, trademarks, service marks, and trade names contained on the application are the property of BHIPL and/or third-party licensors or suppliers. You agree not to remove, obscure, or alter BHIPL or any third party’s copyright, patent, trademark, or other proprietary rights notices affixed to or contained within or accessed in conjunction with or through the Services. Except as expressly authorized by BHIPL, you agree not to sell, license, distribute, copy, modify, publicly perform or display, transmit, publish, edit, adapt, create derivative works from, or otherwise make unauthorized use of the materials. BHIPL reserves all rights not expressly granted in this agreement. If you have comments regarding the Services and the application or ideas on how to improve it, please contact merchant service. Please note that by doing so, you hereby irrevocably assign to BHIPL, and shall assign to BHIPL, all right, title and interest in and to all ideas and suggestions and all worldwide intellectual property rights associated therewith. You agree to perform such acts and execute such documents as may be reasonably necessary to perfect the foregoing rights.

 

We, or our licensors, own all right, title and interest, including, but not limited to all copyright, trademark, patent, trade secret or other proprietary rights (“IP Rights”), in and to the application, the platform, the Usage Data. You shall not reproduce, distribute, transmit, modify, create derivative works, display, perform or otherwise use the application, the platform or any of the IP Rights, or attempt to reverse engineer, decompile, disassemble, or derive the source code for the platform or use the platform or application to create a competing product. True Balance is owned by BHIPL and unauthorized use is strictly prohibited. All rights are expressly reserved to True Balance, in turn Balance Hero India Private Limited.

 

3. DISCLAIMER

To the fullest extent permissible pursuant to applicable law, BHIPL and its third-party partners, licensors, and suppliers disclaim all warranties, statutory, express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement of proprietary rights. No advice or information, whether oral or written, obtained by you from BHIPL or through the services or the application will create any warranty not expressly stated herein. You expressly acknowledge that as used in this section, the term “BHIPL” includes BHIPL’s officers, directors, employees, shareholders, agents, licensors, subcontractors and affiliated companies. You acknowledge that BHIPL is a reseller of Mobile recharges/Bill Paymnets and is not liable for any 3rd party (Telco & suppliers) obligations due to rates, quality, and all other instances, whether to any such telco’s subscribers or otherwise. You expressly agree that use of the services and the application is at your sole risk. It is your responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the application or on the internet generally. We do not warrant that the service will be uninterrupted or error-free or that defects in the application will be corrected. The services and the application and any data, information, third party software, reference applications, services, or software made available in conjunction with or through the services and the application are provided on an “as is” and “as available,” “with all faults” basis and without warranties or representations of any kind either express or implied. BHIPL, and its third-party suppliers, licensors, and partners do not warrant that the data, BHIPL software, functions, or any other information offered on or through the services, the application or any reference applications will be uninterrupted, or free of errors, viruses or other harmful components and do not warrant that any of the foregoing will be corrected. BHIPL and its third-party suppliers, licensors, and partners do not warrant or make any representations regarding the use or the results of the use of the services, the application or any reference applications in terms of correctness, accuracy, reliability, or otherwise. You understand and agree that you use, access, download, or otherwise obtain information, materials, or data through the services, the application or any reference applications at your own discretion and risk and that you will be solely responsible for any damage to your property (including your computer system and device) or loss of data that results from the download or use of such material or data. We do not authorize anyone to make any warranty on our behalf and you should not rely on any such statement. This paragraph shall survive termination of this agreement. In no event, will BHIPL be liable for any incidental, consequential, or indirect damages (including, but not limited to, damages for loss of profits, business interruption, loss of programs or information, and the like) arising out of the use of or inability to use the application.

 

4. INDEMNITY

You agree to indemnify, save, and hold BHIPL, its affiliates, employees, officers, directors, agents and its third party suppliers, and partners harmless from any and all claims, losses, damages, and liabilities, costs and expenses, including without limitation legal fees and expenses, arising out of or related to your use or misuse of the Services or of the application, any violation by you of this agreement, or any breach of the representations, warranties, and covenants made by you herein. BHIPL reserves the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify BHIPL, including rights to settle, and you agree to cooperate with BHIPL’s defense and settlement of these claims. BHIPL will use reasonable efforts to notify you of any claim, action, or proceeding brought by a third party that is subject to the foregoing indemnification upon becoming aware of it. This paragraph shall survive termination of this agreement.

 

You agree to indemnify, defend and hold True Balance and/or related parties harmless from all claims, losses, damages, and liabilities, costs and expenses, including and without limitation legal fees and expenses, arising out of or related to your use or misuse of the True Balance Wallet, any violation of these Terms and Conditions, or any breach of the representations, warranties, and covenants made by you.

5. TECHNICAL ISSUES

 

A.GOVERNING LAW AND DISPUTE RESOLUTION

Your authorization permits us to generate an electronic funds transfer between the payment system providers and our nodal account to process each payment transaction that you authorize. Thereafter, you authorize us to transfer the payments received from your buyers to the bank account designated by you for this purpose at the time of registration.

These Terms shall be governed by, and construed in accordance with, the laws of India, without reference to principles of conflicts of law. The parties agree that the courts of Gurgaon, Haryana shall have exclusive jurisdiction over any dispute arising from or relating to these Terms, the platform/Network or the application. You expressly consent to the personal jurisdiction of said courts and waive any objection to such personal jurisdiction based on forums non-convenience or any other basis.

 

In case of any technical or operational issue, please raise a support ticket by sending an email to cs@balancehero.com from your service dashboard to let us know of the same. You can also contact us on 1 800 102 5091 in case of urgent matters.

 

B. GENERAL CONDITIONS OF TRUE BALANCE WALLET

  • The maximum monetary value that can be stored at any point of time, transferred to another account, utilized in a month in True Balance Wallet Account shall be in accordance with RBI (Reserve Bank of India) and True Balance Wallet guidelines as applicable from time to time
  • Subject to guidelines/notifications issued by RBI from time to time these limitations may be reviewed and modified at the discretion of True Balance Wallet without prior intimation
  • True Balance Wallet reserves the right to suspend/discontinue True Balance Services to you at any time, for any cause, including, but not limited, to the following:
    • For any suspected violation of the rules, regulations, orders, directions, notifications issued by RBI from time to time or for any violation of the terms and conditions mentioned in this document
    • For any suspected discrepancy in the detail(s), documentation or KYC (Know Your Merchant) enrolment form provided by you
    • To combat potential fraud, sabotage, willful destruction or for any other force majeure reasons
    • Due to technical failure, modification, upgrade, relocation, repair and/or maintenance due to any emergency or for any technical reasons
    • Due to any transmission deficiencies caused by topographical and geographical constraints/limitations
    • If BHIPL believes, in its reasonable opinion, that cessation/ suspension is necessary
  • BHIPL reserves the right to amend, modify, change, and/or terminate the Terms and Android applications, at any time in its sole discretion

 

If you stop or seek a reversal of the Payment Instructions as you may have been submitted, BHIPL shall be entitled to charge and recover from you and you shall be liable to pay charges as may be decided by BHIPL. These charges shall be charged on to your designated Payment Account or in any other manner as may be decided by BHIPL.

 

Notwithstanding anything to the contrary, our maximum aggregate liability to you for any causes whatsoever, and regardless of the form of action (whether liability arises due to negligence or breach of contract, violation of statute, misrepresentation or for any other reason), will always be limited to the amount paid by you.

 

6. PROHIBITED CONDUCT

By using the Services, you agree not to:

  • Use for any purposes other than to access the Services in accordance with these Terms and Conditions and as such services are offered by BHIPL
  • Impersonate any person or entity, falsely claim or otherwise misrepresent an affiliation with any person or entity, or access the accounts of others without permission, forge another persons’ digital signature, misrepresent the source, identity, or content of information transmitted via the Services, perform any other similar fraudulent activity or otherwise purchase recharge/bill payments with what we reasonably believe to be potentially fraudulent funds
  • Infringe our or any third party’s intellectual property rights, rights of publicity or privacy
  • Use the Services if you are under the age of eighteen (18) without a parental sponsor, in accordance with applicable law
  • Post or transmit any message which is libelous, defamatory or which discloses private or personal matters concerning any person
  • Post or transmit any message, data, image or program which is pornographic in nature
  • Refuse to cooperate in an investigation or provide confirmation of your identity or any other information you are required to provide to BHIPL
  • Remove, circumvent, disable, damage or otherwise interfere with security-related features of the services or features that enforce limitations on the use of the services
  • Reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the services or any part thereof, except and only to the extent that such prohibition is expressly prohibited by applicable law notwithstanding this limitation
  • Use the Services in any manner that could damage, disable, overburden, or impair it, including, without limitation, using the services in an automated manner
  • Modify, adapt, translate or create derivative works based upon the services or any part thereof, except and only to the extent that such prohibition is expressly prohibited by applicable law notwithstanding this limitation
  • Intentionally interfere with or damage operation of the services, by any means, including uploading or otherwise disseminating viruses, adware, spyware, worms, or other malicious code or file with contaminating or destructive features
  • Use any robot, spider other automatic device or manual process to monitor or copy the application without prior written permission
  • Take any action that imposes an unreasonably or disproportionately large load on our infrastructure/network
  • Use any device, software or routine to bypass the application’s robot exclusion headers, or interfere or attempt to interfere, with the services
  • Forge headers or manipulate identifiers or other data to disguise the origin of any content transmitted through our application or to manipulate your presence on the application
  • Use the facilities and capabilities of the application to conduct any activity or solicit the performance of any illegal activity or other activity which infringes the rights of others
  • Breach this agreement or any other BHIPL agreement or policy
  • Provide false, inaccurate or misleading information
  • Use the application to collect or obtain personal information, including without limitation, financial information, about other users of the application
  • Use the Services in a manner that results in or may result in complaints, disputes, reversals, chargebacks, fees, fines, penalties and other liability to BHIPL, a third party or you

 

Apart from the mentioned rules, you are also prohibited to involve or use the services of True Balance wallet for services pertaining or related to any of the following:

  • Adult goods and services which includes pornography and other sexually suggestive materials (including literature, imagery and other media); escort or prostitution services
  • Alcohol which includes alcohol or alcoholic beverages such as beer, liquor, wine, or champagne
  • Body parts which includes organs or other body parts
  • Bulk marketing tools which includes email lists, software, or other products enabling unsolicited email messages (spam)
  • Cable descramblers and black boxes which includes devices intended to obtain cable and satellite signals for free
  • Child pornography which includes pornographic materials involving minors
  • Copyright unlocking devices which includes mod chips or other devices designed to circumvent copyright protection
  • Copyrighted media, which includes unauthorized copies of books, music, movies, and other licensed or protected materials
  • Copyrighted software, which includes unauthorized copies of software, video games and other licensed or protected materials, including bundled software
  • Counterfeit and unauthorized goods which includes replicas or imitations of designer goods; items without a celebrity endorsement that would normally require such an association; fake autographs, counterfeit stamps, and other potentially unauthorized goods
  • Drugs and drug paraphernalia which includes illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms
  • Drug test circumvention aids which includes drug cleansing shakes, urine test additives, and related items
  • Endangered species, which includes plants, animals or other organisms (including product derivatives) in danger of extinction
  • Gaming/gambling which includes lottery tickets, sports bets, memberships/ enrolment in online gambling applications, and related content
  • Government ids or documents which includes fake ids, passports, diplomas, and noble titles
  • Hacking and cracking materials which includes manuals, how-to guides, information, or equipment enabling illegal access to software, servers, web applications, or other protected property
  • Illegal goods, which includes materials, products, or information promoting illegal goods or enabling illegal acts
  • Offensive goods, which includes literature, products or other materials that:
    1. defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors
    2. encourage or incite violent acts
    3. promote intolerance or hatred
  • Offensive goods, crime that includes crime scene photos or items, such as personal belongings, associated with criminals
  • Traffic devices, which includes radar detectors/hammers, license plate covers, traffic signal changers, and related products
  • Any product or service, which is not in compliance with all applicable laws and regulations whether federal, state, local or international including the all laws of India.

 

7. Termination For agreement Violations

You agree that BHIPL, in its sole discretion, for any or no reason, and without penalty, may suspend or terminate your account (or any part thereof) or your use of the services and remove and discard all or any part of your account, your user profile, or your recipient profile, at any time. BHIPL may also in its sole discretion and at any time discontinue providing access to the services, or any part thereof, with or without notice. You agree that any termination of your access to the services or any account you may have, or portion thereof may be affected without prior notice, and you agree that BHIPL will not be liable to you or any third party for any such termination. Any suspected fraudulent, abusive or illegal activity may be referred to appropriate law enforcement authorities. These remedies are in addition to any other remedies BHIPL may have at law or in equity. Upon termination for any reason, you agree to immediately stop using the services.

 

8. Limitation of Liability and Damages

In no event will BHIPL or its contractors, agents, licensors, partners, suppliers be liable to you for any special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever) arising out of or relating to (i) this agreement, (ii) the services, the application or any reference application, or (iii) your use or inability to use the services, the application (including any and all materials) or any reference applications, even if BHIPL or a BHIPL authorized representative has been advised of the possibility of such damages.
You acknowledge and agree that BHIPL has offered its products and services, set its prices, and entered into this agreement in reliance upon the warranty disclaimers and the limitations of liability set forth herein, that the warranty disclaimers and the limitations of liability set forth herein reflect a reasonable and fair allocation of risk between you and BHIPL, and that the warranty disclaimers and the limitations of liability set forth herein form an essential basis of the bargain between you and BHIPL. BHIPL would not be able to provide the services to you on an economically reasonable basis without these limitations.

 

Notwithstanding anything to the contrary contained herein, neither BHIPL nor its’ subsidiaries, employees, Directors or any related party shall have any liability to users or to any Third-party for any indirect, incidental, special or consequential damages or any loss of revenue or profits arising under or relating to these terms, the application or the offerings, even if any of said parties had been advised of, knew of, or should have known of the possibility of such damages.

 

9. Disclaimer; No Warranties

We make no warranty, express or implied, with respect to the application, the platform/network and services offered. We expressly disclaim the implied warranties of non-infringement, merchantability and fitness for any purpose.

 

We provide the application, the platform/network and any other technology and services on the application on an “as is”, “where is”, “with all faults” basis. We do not warrant that the application or the platform, any products and services shown or described on the application, or other technology and services will be uninterrupted, error-free, available or operational at any time, or that any known defects will be corrected.

 

10. Modification of this agreement
BHIPL reserves the right to change, modify, add, or remove portions of this agreement (each, a “change”) at any time by posting notification to the application or otherwise communicating the notification to you. The changes will become effective, and shall be deemed accepted by you, 24 hours after the initial posting and shall apply immediately on a going-forward basis with respect to payment transactions initiated after the posting date. If you do not agree with any such modification, you may choose to terminate your use of the Services. For certain changes, BHIPL may be required under applicable law to give you advance notice, and BHIPL will comply with such requirements.

 

11. Consent to Electronic Communications and Transactions
By registering to use the services, you consent to conduct transactions and receive communications, notices and information from us electronically, whether sent by e-mail or other electronic means. Electronic communications shall be deemed to have been received by you when we send the electronic communication to the email address/mobile number belonging to you as per our records, or when we post the electronic communication on the True Balance application. You can withdraw your consent at any time by contacting us, but we reserve the right to terminate your account upon such withdrawal. Withdrawal of your consent will not affect the legal validity and enforceability of any notice, statement or disclosure previously received electronically. You agree to notify us promptly if your email address or other contact information changes by updating your account information or contacting us.

 

12. Notice
BHIPL may provide you with notices and communications by email, regular mail or postings on the application or by any other reasonable means. Except as otherwise set forth herein, notice to BHIPL must be sent by courier or registered mail to True Balance, Floor-II, Plot-121, Sector-44, Gurgaon, Haryana 122001, India.

13. Waiver

The failure of BHIPL to exercise or enforce any right or provision of this agreement will not constitute a waiver of such right or provision. Any waiver of any provision of this agreement will be effective only if in writing and signed by BHIPL.

 

To the maximum extent permitted by law, you waive, release, discharge and hold harmless BHIPL, its affiliated and subsidiary companies, and each of their directors, officers, employees, and agents, from all claims, losses, damages, liabilities, expenses and causes of action arising out of your use of the platform / True Balance Wallet.

14. Governing Law and Forum for Disputes

Any claim or dispute either party may have against other under these terms shall be subject to the exclusive jurisdiction of the courts located in Gurgaon, Haryana, India. This agreement shall be governed by the laws of India, without giving effect to any principles of conflicts of law.

The True Balance Wallet is governed by per RBI direction on Issuance and Operation of Pre-Paid Payment Instruments in India (Reserve Bank) Directions, 2009 (as amended and supplemented from time to time) and is also subject to directions / instructions issued by the RBI from time to time in respect of redemption, repayment, usage etc. True Balance will not be responsible or liable for any violation by you of applicable law, regulation, or guideline. You hereby declare that your name does not, at any time, appear in the consolidated list of terrorist Individuals/ organizations as circulated by the RBI from time to time.

 

15. PROHIBITED SERVICES

You agree not to:

  • use the services for any purposes other than to purchase recharge of Telco’s , pay mobile and utility bills, and/or to access the services in accordance with these Terms and Conditions and as such services offered by True Balance
  • Infringe our or any third party’s intellectual property rights, rights of publicity or privacy
  • Use the services if you are under the age of eighteen (18) without a parental sponsor or in any event use the services if You are under the age of thirteen (13) years old even with a parental sponsor and in accordance with applicable law
  • Post or transmit any message which is libelous, defamatory or which discloses private or personal matters concerning any person
  • Post or transmit any message, data, image or program which is pornographic in nature
  • Refuse to cooperate in an investigation or provide confirmation of Your identity or any other information You provide to True Balance
  • Remove, circumvent, disable, damage or otherwise interfere with security-related features of the services and the application or features that enforce limitations on the use of the services
  • Use the services in any manner that could damage, disable, overburden, or impair it, including, without limitation, using the services in an automated manner
  • Interfere or disrupt this application or networks connected to this application
  • Take any action that imposes an unreasonably or disproportionately large load on our infrastructure/ network
  • Use any device, software or routine to bypass the application’s robot exclusion headers, or interfere or attempt to interfere, with the services
  • Breach this agreement or any other True Balance agreement or policy
  • Use the application to collect or obtain personal information, including without limitation, financial information, about other users of the application
  • Use the services in a manner that results in or may result in complaints, disputes, reversals, chargebacks, fees, fines, penalties and other liability to True Balance, a third party or You
  • Use the services in a manner that True Balance reasonably believe to be an abuse or a violation of payment network rules
  • Take any action that may cause True Balance to lose any of the services from its service providers, Telco’s, payment processors or other suppliers
  • Send automated request of any kind to the application’s system without express permission in advance from True Balance.

 

16. Severability

If any provision of this agreement is held to be unlawful, void, invalid or otherwise unenforceable, then that provision will be limited or eliminated from this agreement to the minimum extent required, and the remaining provisions will remain valid and enforceable.

 

17. Assignment

This agreement, and any rights granted hereunder, may not be transferred or assigned by you without our prior written consent which may be withheld in our sole discretion, but may be assigned by us to our affiliates without restriction as a part of any business reorganization. Any assignment attempted to be made in violation of this provision shall be void and of no effect.

18. Survival

Upon termination of this agreement, any provision which, by its nature or express terms should survive, will survive such termination or expiration as applied to transfers and relationship prior to such termination or expiration.

 

19. Entire agreement

This is the entire agreement between you and BHIPL relating to the subject matter hereof and will not be modified except in writing, signed by both parties, or by a change to this agreement made by BHIPL in accordance with the terms of this agreement.

5. Phishing Fraud

Phishing Means

When internet fraudsters impersonate a business, e.g. Balance Hero/True Balance Wallet, to trick you into giving out your personal information, it’s called phishing. Don’t reply to email, text, or pop-up messages that ask for your personal or financial information. Don’t click on links within them either – even if the message seems to be from an organization you trust. Balance Hero/True Balance Wallet never asks you to send sensitive information through insecure channels.

 

Examples of Phishing Messages

You open an email or text, and see a message like this:

          1. “Receive cash back of INR XXX when you load your wallet with INR XXX. Click on the link below to proceed / to get cash back.”
          2. “We suspect an unauthorized transaction on your account/wallet. To ensure that your account/wallet is not compromised, please click the link below and confirm your identity.”
          3. “During our regular verification of accounts/wallets, we couldn’t verify your information. Please click here to update and verify your information.”

The senders are phishing for your information so they can use it to commit fraud.

 

How do Fraudsters Operate?

Fraudsters send fake emails to customers impersonating as Balance Hero/True Balance Wallet, asking them to urgently verify or update their account information by clicking on a link in the email.

Once the customer clicks on the link, it diverts him/her to a fake website with the same look & feel of Balance Hero/True Balance Wallet’s official website. And then the customer is presented with a web form to fill in his/her personal information.

It may also happen that the customer gets diverted to Balance Hero/True Balance Wallet’ official website after he/she had been skimmed of all the confidential information so as to subdue any doubt.

Once the fraudster had all these confidential details like wallet credentials, he can easily login to customer’s wallet and exhaust all the money either by way of recharge/bill payments or through transfer.

 

How to Deal with Phishing Scams

Verify the URL of the webpage. The ‘s’ at the end of ‘https://’ stands for ‘secure’ – meaning the page is secured with an encryption. Most fake web addresses start with ‘http://’. Beware of such websites! While using True Balance Mobile App or website, always make sure that the domain name starts from: <website name>

Delete email and text messages that ask you to confirm or provide personal information (Debit/Credit/ATM/Wallet PIN, CVV, Expiry Dates for Debit/Credit card, Passwords etc.). Balance Hero/True Balance Wallet don’t ask for this information via email or text.

Check the Padlock symbol. This depicts the existence of a security certificate, also called the digital certificate for that website.

Establish the authenticity of the website by verifying its digital certificate. To do so, go to File > Properties > Certificates or double click on the Padlock symbol at the upper right or bottom corner of your browser window.

Don’t reply, and don’t click on links or call phone numbers provided in the message, either. These messages direct you to spoof sites – sites that look real but whose purpose is to steal your information.

 

Report Phishing Emails

If you receive an e-mail asserting to be from Balance Hero/True Balance Wallet regarding updating your sensitive account/wallet details like OTP, password, mobile number, let us know by forwarding the e-mail to cs@balancehero.com

Your report is most effective when you include the full email header, but most email programs hide this information. To find out how to include it, type the name of your email service with “full email header” into your favorite search engine.

If you notice any website impersonated as Balance Hero/True Balance Wallet (especially on social media platforms), let us know by writing at to <fraud management Email>

Balance Hero/True Balance Wallet will never ask you to disclose your confidential information like Credit Card/Debit Card/ATM/Net-Banking details, PIN, OTP etc. via any source like – over phone/mobile, via email, on social media or in writing. We request all our customers to be-aware from any offer/schemes where you’re asked to reveal your confidential details. Please refrain yourself from transacting on any offers visible on unofficial web-pages/apps.