Wallet T&C

Last updated on August 29, 2018

1. WALLET 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.

The Terms are effective upon your solicited acceptance of usage of our platform, and governs the relationship between the users of this platform (“Customer”, “you”, “your”, “yours” or the “User” as the context may necessitate) and Balancehero India Private Ltd. (“True Balance Wallet”, “BHIPL”, “Us”, “Our” or “We” as the context may necessitate).

 

2. DEFINITION

  • “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, ID number of one of Officially Valid Documents specified in RBI guidelines (Driving License, Voter’s ID, NREGA Job Card, Passport) 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 the 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

 

3. 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

 

4. 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

 

5. TRUEBALANCE WALLET

Minimum KYC Wallet Features

  • S. No. Feature Conditions
    1. Currency of Issue Indian Rupees
    2. Maximum outstanding Balance The maximum outstanding balance must not exceed INR 10,000/- (Indian Rupees Ten Thousand Only) at any point in time
    3. Loading or Reloading of Funds The total amount loaded or reloaded in the prepaid payment account during any given month shall not exceed INR 10,000/- (Indian Rupees Ten Thousand Only) and the total amount loaded during the financial year shall not exceed INR 1,00,000/- (Indian Rupees One Lac Only)
    4. Debit from prepaid account The total amount debited from the prepaid payment account during any given month shall not exceed INR 10,000/-(Indian Rupees Ten Thousand Only)
    5. Cash Withdrawal Cash withdrawal of any amount from prepaid payment account is prohibited under RBI regulations.
    6. Expiry Period Truebalance wallet do not carry any expiry date
    7. Mandatory conversion to Full KYC Wallet Minimum Wallet shall be converted to Full KYC* True balance Wallet within a period of 12 (Twelve) months from the date of activation/issuance of the Minimum KYC Wallet, failing which no further credit shall be allowed in such Minimum KYC Wallet.
    8. Making the prepaid payment account inactive In case of no financial transaction for a consecutive period of 1 (one) year in the Prepaid Payment Account, True Balance shall make the Prepaid Payment Account inactive
    9. Usage of the instrument The instrument can be used only for purchase of goods and services. Fund transfer to other True Balance Wallet(s) or to bank accounts is not permitted

     

    • Full KYC Wallet Features

     

    S. No. Feature Conditions
    1. Currency of Issue Indian Rupees
    2. Maximum outstanding Balance The maximum outstanding balance must not exceed INR 1,00,000/- (Indian Rupees One Lac Only) at any point in time
    3. Loading or Reloading of Funds
    4. Fund Transfer from Prepaid Account (a) In case of pre-registered beneficiaries, the fund transfer limit shall not exceed INR 1,00,000/- (Indian Rupees One Lac Only) per month per beneficiary.
    (b) for all other cases, fund transfer limit shall not exceed INR 10,000/- (Indian Rupees Ten Thousand Only) per month
    5. Cash Withdrawal Cash withdrawal of any amount from prepaid payment account is prohibited under RBI regulations.
    6. Expiry Period Truebalance wallet do not carry any expiry date
    7. Making the prepaid payment account inactive In case of no financial transaction for a consecutive period of 1 (one) year in the Prepaid Payment Account, True Balance shall make the Prepaid Payment Account inactive
    8. Usage of the instrument The instrument can be used only for money transfer and purchase of goods and services

     

    *Note: KYC documentation shall be in line with the prevailing RBI guidelines on (KYC) Know your Customer.

    Above parameters and limit capping is applicable as per the Master direction on issuance and operation of prepaid card instruments dated 11th Oct 2017, and subject to change as when new guidelines is issued by RBI.

 

6. GIFT INSTRUMENTS

  • Maximum value of each instrument shall not exceed INR 10,000/- (Indian Rupees Ten Thousand only)
  • Validity of unused gift instrument issued by Balancehero India Pvt Ltd is 1 year from the date of issuance
  • Balance Validity of Gift Instruments issued by Balancehero India Pvt Ltd is 1 year from the date of last usage
  • Gift Instruments is valid for purchase of products and transactions within the territory of India & under ecosystem of truebalance app in Indian Ruppes only
  • No Cash withdrawal or cash remittance is permissible on Gift instruments
  • Gift instruments will not be reloadable

 

7. 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.
  • 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

 

8. 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 T&C 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:
  • 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 Customer) details provided by you
  • To combat potential fraud, use of abusive language, sabotage, willful destruction, threat to national security or for any other force majeure reasons
  • Technical failure, modification, upgrade, variation, relocation, repair, and/or maintenance due to any emergency or for any technical reasons
  • Any transmission deficiencies caused by topographical and geographical constraints/limitations
  • 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
  • If True Balance 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 changes and/or 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. Transaction back to source or transfer to bank account for Min-KYC customer will be allowed only for Wallet closure request & Frauds identified/reported
  • 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

 

9. 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
  • BHI’s responsibility is limited to the debiting of Customer’s 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 at True Balance app
  • 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

 

 

 

10. 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

 

 

11.   User Information

 

  1. PERSONAL INFORMATION

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

  • Full Name, Address, E-mail address, Mobile Number, Date of Birth, ID number of one of the Officially Valid Documents specified in RBI guidelines (Driving License, Voter’s ID, NREGA Job Card, Passport) and any proof of your identity and/or address that BHI may request
  • Details of any transactions that Customer carry out through our application using True Balance account and of the fulfillment of requests
  • Details of any credit, debit or other card used 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 BHI

 

  1. INFORMATION COLLECTED BY MERCHANTS
  2. True Balance Wallet shall engage independent merchants to provide certain services and products. Access to any of 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 our Privacy Policy and that the merchants shall not use or disclose 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 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 customer in the event that we are required to provide personal information to merchants as part of legal process
  • When we believe in good faith that disclosure is necessary to protect our rights, protect Customer’s 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 prior consent to do so

 

  1. USE OF PERSONAL INFORMATION
  2. We use personal information to provide customer with services & products explicitly requested for, like the following:
  • To carry out instructions for making and/or receiving payments and undertake transactions using our services, including verifying that customer have sufficient funds in True Balance Wallet to make such payments
  • To operate and administer True Balance account for providing services that have requested
  • To notify 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 customer with information, products or services that customer request from us
  • To allow customer to participate in interactive features of the mobile application
  • To improve internal customer training
  • For financial and identity checks, fraud prevention checks, anti-money laundering and credit checks
  • To send offers based on previous orders and interests

 

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

 

 

  1. TRANSFER OF INFORMATION
  • BHI may share 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 personal information other than to provide the services requested by you
  • BHI may share 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 our Privacy Policy. If another company acquires our company or our assets, that company will possess personal information, and will assume the rights and obligations with respect to that information as described in our Privacy Policy
  • BHI may disclose 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 and/or that of our users, affiliates and/or the general public

 

12.   PROHIBITED SERVICES

You hereby agree not to:

  • 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 other services offered by BHIPL
  • 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) years and fit to contract under the applicable laws in India for the time being in force
  • 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 BHIPL
  • 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
  • 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 site or networks connected to this site
  • Take any action that imposes an unreasonably or disproportionately large load on our infrastructure/ network
  • Use any device, software or routine to bypass the site’s robot exclusion headers, or interfere or attempt to interfere, with the services
  • Breach these T&C or any other BHIPL agreement or policy
  • Use the True Balance app or website to collect or obtain personal information, including without limitation financial information, of other users of the True Balance app or website
  • 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, any third party or yourself
  • Use the services in a manner that BHIPL reasonably believe to be an abuse or a violation of payment network rules
  • Take any action that may cause BHIPL 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 site’s system without express permission in advance from BHIPL

 

 

13. CUSTOMER COMMUNICATIONS

  • All customers will be mandatorily registered for SMS alerts. Additionally, customers may opt to register for email alerts and notifications
  • True Balance will send all customer communications by SMS and/or email and the SMS will 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 BHIPL

 

14. LIMITATION OF LIABILITY

  • BHIPL assumes no responsibility and will incur no liability if it is unable to effect any payment instruction(s) owing to any one or more of the following circumstances:
  • If the payment instruction(s) issued by you is/are incomplete, inaccurate, invalid and delayed
  • If the payment account has insufficient funds/limits to cover for the amount as mentioned in the payment instruction(s)
  • If the funds available in the payment account are under any encumbrance or charge
  • Any amount transferred erroneously by the customer to any Merchant Establishment will not be refunded to the customer by True Balance in any circumstances
  • Circumstances beyond the control of BHIPL (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)

 

The liability of the BHIPL or customer for any unauthroized transaction shall be :

  • Zero Liability of a customer – A customer’s entitlement to zero liability shall arise where the unauthorized transaction occur in following manner
  • Contributory fraud/negligency/deficiency on the part of the BHI (irrespective whether transaction is reported by customer or not
  • Third party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, and customer notifies to BHIPL within 3 days of receiving communication from the BHIPL regarding the unauthorized transaction

 

  • Limited Liability of a Customer- A Customer shall be liable for the loss occurring due to unauthorised transactions in the following cases
  • In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the Customer will bear the entire loss until he reports the unauthorised transaction to the BHIPL. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the BHIPL
  • In cases where the responsibility for the unauthorised electronic banking transaction lies neither with the Bank nor with the Customer, but lies elsewhere in the system and when there is a delay (of four to seven working days after receiving the communication from the bank) on the part of the Customer in notifying the Bank of such a transaction, the per transaction liability of the customer shall be limited to the transaction value or Rs 10,000/- whichever is lower

In case the Customer notifies the BHIPL after seven working days of receiving the communication from the BHIPL regarding the unauthorized transaction, the BHIPL shall evaluate and determine the same as per board approved policy

 

15. 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 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 RBI and RBI 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 are not allowed to 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 BHIPL. Unauthorized use is strictly prohibited as True Balance Wallet is a platform owned by BHIPL. All rights are expressly reserved to True Balance Wallet, in turn to BHIPL.
  • 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 the services are provided “as is” and “as available”. You will not hold BHIPL liable for any discrepancy in the third-party products.
  • BHI reserves the right to mark Lein in True balance wallet/Gift card/Account in case of any liability arises due to dual payments, transaction success but a refund or any other refund due to technical issues.
  • Notwithstanding anything to the contrary herein, neither BHIPL, nor its affiliated companies, subsidiaries, employees, Directors or any related party will 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.

 

16. Customer Grievances

  Level 1 Call helpline number for general enquiries or complaints
Phone:0120-4001028 (Paid Number). Operational between 09:00AM and 06:00PM from Monday to Sunday, excluding national holidays.
 First Resolution Time: 4 working days
 If any case needs additional time, TrueBalance will inform the reason for the delay to the customers and will provide the expected timelines for resolution of the issue
 Register queries through App: Raise your concern through the help section in the app
  Level 2  First Response Time: Within 48 hours (2 working days)
 First resolution time: 4 working days
 If any case needs additional time, TrueBalance will inform the reason for delay to the customers and will provide the expected timelines for resolution of the issue
 Level 3  Email at ‘cs@balancehero.com’ with registered mobile number
 First Response Time: Within 48 hours (2 working days)
 First Resolution Time: 4 working days
If any case needs additional time, TrueBalance will inform the reason for the delay to the customers and will provide the expected timelines for resolution of the issue
If the customer’s issue is not resolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, he/she can reach out to –
Level 4 Customer Grievance Nodal Officer – Tanvi Arora
Email: terms@balancehero.com
Contact No. 7428196828 (Timing : 9:30 AM to 6:00 PM)
Address: Balance Hero India Pvt. Ltd., Office No-121, 2nd Floor, Sector-44, Gurgaon-122002, India
First response time: 2 business days
Resolution time: Less than 30 days

 

Registration & Tracking of Complaints

 

 

Compalint Channels

Through ‘Help’/ ‘Contact Us’ sections in the app
Through emails: cs@balancehero.com
Online grievances through ‘Help’ section on TrueBalance website: https://truebalance.io/
Customer care number i.e. 01204001028
Operational between 09:00 AM and 06:00 PM from Monday to Sunday, excluding national holidays.
Complaints received through government grievance portals
 

Complaint Ticket

The customer will be given an acknowledgement/ticket number of his/her complaint within 1 working day
All customer complaints received through digital channels will be acknowledged through email
 

 

Complaint Tracking

An automated system will be devised to record digitally the customer complaints received through multiple channels, which will also be accessible to monitor and update the status of the complaint
Each of these complaints will be assigned a unique tracking number which will be shared with the customer for future reference and monitoring purpose
Complaint Resolution Timelines For general complaints, as per the timelines mentioned in the escalation matrix

 

17. Disclaimer

All sales are final with no refund or exchange permitted for transactions performed by you on the Application. You are responsible for the information you provide for purchase and all charges that result from those purchases. Balancehero 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 will 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.

 

18. 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 in Gurgaon, Haryana, India and irrevocably submit themselves to the jurisdiction of such courts or tribunals. True Balance 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 will be arbitrated on an individual basis and will not be consolidated in any arbitration with any claim or controversy of any other party. The arbitration will be conducted in Gurgaon, Haryana, India. The language of arbitration will be English.