Terms and Conditions

We provide payment technology: the means to accept payments, send payouts, issue virtual accounts and reconcile the resulting transactions.

We are a technology and payment services provider. We are not a bank, we do not accept deposits, and we do not lend. Funds move through regulated banking channels and settlement is subject to the systems and timings of banks, card networks and NPCI.

The following may not be processed through the platform. This list is not exhaustive, and our banking partners maintain their own negative lists which apply to you in addition to this one.

Processing a prohibited transaction is grounds for immediate suspension, withholding of settlement pending investigation, and reporting to the relevant authority.

Funds collected on your behalf are settled to your registered bank account on the cycle stated in your merchant agreement, after deduction of applicable fees, taxes, refunds, chargebacks and any amounts we are entitled to withhold.

Settlement depends on banking and network systems we do not control. Bank downtime, network outages, public holidays and regulatory instructions can delay a settlement, and we do not guarantee a settlement time in those circumstances.

We may withhold or delay settlement where a transaction is under investigation, where fraud or a regulatory breach is suspected, where chargeback exposure is elevated, or where a bank, network or authority directs us to.

Depending on your business category, chargeback history and risk profile, we may hold a rolling reserve — a percentage of settlement retained for a defined period to cover future chargebacks and refunds.

Where a reserve applies, its percentage and holding period are stated in your merchant agreement. We may revise it on notice where your risk profile changes materially.

Fees are set out in your merchant agreement and are quoted per business rather than published as fixed tiers. Fees are exclusive of GST and other applicable taxes, which are charged in addition and reflected in your invoices.

Onboarding fees, setup charges, integration charges and subscription fees, where they apply, are non-refundable unless agreed otherwise in writing.

We may revise fees on prior written notice. If you do not accept a revision you may terminate before it takes effect.

Chargebacks and disputes are governed by card network, UPI and banking rules, and their outcomes are determined by those systems rather than by us.

You are responsible for the underlying transaction. Where a chargeback is raised, we will pass on the request for evidence and the deadline set by the network. Where a chargeback is upheld, the transaction amount and any applicable fee are recovered from your settlements or reserve.

Sustained chargeback ratios above network thresholds can result in penalties from the networks, and in suspension of your account.

We may suspend or terminate your access where:

On termination, funds held on your behalf are settled after deduction of amounts due, and after the expiry of any chargeback window applicable to the transactions concerned.

We are liable to you only for direct losses caused by our own failure to provide the services with reasonable care and skill, and our aggregate liability is limited to the fees you paid us in the three months preceding the event giving rise to the claim.

We are not liable for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or loss arising from bank downtime, network failure, force majeure, or the acts of a third party we do not control.

We are not liable for losses arising from your own misuse of the services, from credentials you failed to secure, or from disputes between you and your customers.

Nothing in these terms excludes liability that cannot be excluded under Indian law.

You will indemnify us against claims, penalties, losses and reasonable costs arising from your breach of these terms, your breach of applicable law or network rules, the goods or services you sell, or your handling of customer data.

The platform, its software, APIs, documentation, and the TrustPay name and marks remain our property. You are granted a limited, non-exclusive, non-transferable right to use them for the purpose of using the services, and for no other purpose.

Each party will keep the other's non-public information confidential and use it only for the purpose of the agreement. This does not apply to information that is public through no breach, that is independently developed, or that must be disclosed under law or regulatory direction.

We may amend these terms. Material amendments are notified to account holders by email and take effect on the date stated in the notice. Continuing to use the platform after that date means you accept the amended terms.

These terms are governed by the laws of India. The courts at [City], [State] have exclusive jurisdiction over any dispute arising out of or in connection with them.

Before commencing proceedings, both parties will attempt in good faith to resolve the dispute through the grievance process set out on this site.

TrustPay [Registered Entity Name] Private Limited

Registered address line 1, City, State, PIN

Grievance Officer: Grievance Officer name, grievance@trustpay.example. We respond within 30 days of receipt.