Acceptance of Terms

This website is owned and operated by Tyche Payment Solutions Private Limited, Please read these terms of use before using this website.

By accessing and using this site, you accept these terms of use, the privacy statement, notices and disclaimers (collectively the “Terms of Use”) and your use of this site is subject to the Terms of Use. Where you represent another person or entity when accessing and using this site, you warrant that you are authorised to accept these Terms of Use on behalf of that other person or entity.

From time to time, Tyche Payment solutions may modify these Terms of Use by posting modified Terms of Use on this website. Any amendment is effective from the date it is posted on this website. Any terms and conditions proposed by you are expressly rejected by Tyche Payment Solutions and are of no force and effect.

Transaction Disputes

Transactions may be disputed anytime within up to 120 (one hundred twenty) days, from the date of transaction by a buyer, as per the Card Payment Network Rules. Disputes resolved in favour of a buyer may result in reversal of payment to such buyer ("CHARGEBACK"). In the event of rejection/ suspension of payments to the seller, chargebacks, refunds and/or any other dispute relating to the transactions contemplated under these Terms of Use ("DISPUTED TRANSACTION"), on any grounds whatsoever, we will forthwith notify the seller of the same.

On such notification the seller will conduct an internal review of such matter and will, within 5 (five) working days from receipt of notification, respond to us in writing either:

• Requesting us to refund Refund Request the payment received by the seller in respect of such Disputed Transaction Refund Monies; or
• Providing us with a statement explaining how the Disputed Transaction is not warranted, together with all documentary evidence in support of contesting such Disputed Transaction.

All refunds shall be made to the original method of payment. In the event that the seller provides a Refund Request to us or fails to contest such Disputed Transaction within the aforesaid 5 (five) working days or contests Disputed Transaction without providing supporting documentation to us, payment service providers, Card Payment Network and/ or issuing institution's satisfaction, we will be entitled to recover the Refund Monies from credits subsequently made to the escrow account with respect to payments made by the seller's buyers.

In the event that we are unable to recover the Refund Monies as aforesaid, due to the amounts credited to the escrow account being lower than the Refund Monies, Tyche shall be entitled to recover such Refund Monies (or any part thereof) from the User by (i) raising a debit note in respect of such monies; and/ or (ii) setting-off the remaining Refund Monies against the future payables to the seller and refund the same to the respective buyers. The seller will be liable to make payment of the Refund Monies or part thereof which has not been recovered by us forthwith. It is hereby agreed and acknowledged by the parties that the Fees charged by us in respect of the Disputed Transaction will not be refunded or repaid by us to the seller, buyer or any other person. Further, the Chargeback will be provided within 1 (one) week of the transaction and maximum amount of the Chargeback payable by Tyche to the buyer will be the value of the transaction only.

Chargebacks

A Chargeback Shall Mean A Transaction That Is Uncollectible And Returned To Service Provider/ Tyche By User/ Payee Or Acquiring Bank For A Refund To The Concerned Payer / User Due To Any Of The Following Reasons:

(A)Any Payment Which The User/ Payer Refuses To Honour Or Demands A Refund Of Because The Products Purchased Or The Delivery Thereof, Was Not As Promised Or Was Defective, Deficient, Incomplete And /Or Unsatisfactory For Any Reason Whatsoever, Or That Payment For The Same Has Already Been Made.

(B)Any Payments By A User/ Payer Using The Services, Which Is Returned By The Acquiring Bank For Any Reason Whatsoever.

(C)Any Charge/Debit Arising Out Of Any Alleged Hacking Breach Of Security Or Encryption That May Be Utilized By Service Provider/ Tyche/ Payee From Time To Time.

(D)Any Transaction That Is Unsuccessful.

As A Result Of The Rapid Nature Of Movements Of Funds, Once A Payment Has Been Initiated Through The Services, It May Not Be Possible To Retract The Same Using The Services. If User Wishes To Attempt To Chargeback/ Retract A Payment, He Must Notify His Bank And Tyche Immediately And Provide All Required Information. Tyche Cannot However Guarantee That The Payment Will Be Retracted. It May Be Possible To Charged Back/ Retract A Payment In Case Of A Payment By Debit/ Credit Card, If The Instruction Is Given To User’s Bank And Tyche Within The Prescribed Time. However It Would Not Be Possible To Do So In Case Of Any Other Mode Of Payment.

In The Event Of A Chargeback Situation Arising In Case Of Any Products Purchased By A User Or Payer, For Which Payment Has Not Yet Been Made To The Payee Or User By Service Provider, The User Or Payer Shall Be Advised By Tyche To Resolve The Issue With The Payee Or User Or Service Provider And Tyche Shall Then Settle The Payment In Accordance With The Solution Agreed Upon By The Parties.

In Such Event, If The Payee And The Payer Are Unable To Arrive At A Satisfactory Resolution Of The Problem, Tyche/ Service Provider Shall Be Entitled To Make A Direct Credit To The Disputing Payer’s Account For The Disputed Amount. Such A Debit To The Payee’s Account And The Direct Credit To The Disputing Payer’s Account Shall Not Be Disputed By The Payee In Any Manner Whatsoever. In The Event Of The Payee And The Payer Arriving At A Settlement, Tyche/ Service Provider Shall Deal With The Said Monies In Accordance With The Terms Of The Settlement Arrived At.

In The Event Of A Chargeback Situation Arising In Case Of Any Products Purchased By A User/ Payer, For Which Payment Has Been Made To The Payee/User / Service Provider, The User/ Payer Shall Be Advised To Resolve The Issue With The Payee/User / Service Provider And Shall Then Settle The Payment In Accordance With The Solution Agreed Upon By The Parties.

Tyche Shall Not Be Responsible To Make Payments In Respect Of Any Chargeback Unless It Has Received The Requisite Amounts From The Concerned Acquiring Bank/ Service Provider/ Payee/ User. Tyche Shall Not Be Responsible For Any Claims, Disputes, Penalties Arising In Connection With Such Chargeback, Tyche Shall Be Indemnified Against The Same. In The Event Of The Receipt By Tyche Of An Amount Of A Chargeback From The Acquiring Bank / Service Provider, Tyche Shall Pass On To User/ Payer Such Amount Received By Them Within 7 Days.

In The Event That The Parties Have Agreed That User/ Payer Is Entitled To Chargeback Any Transaction, Tyche May At Its Discretion, Give Effect To Such Chargeback Entitlement In Any One Or More Of The Following Methods:

(A)Deduction Of The Relevant Amount Or Any Part Thereof From Any Amounts To The Payee;

(B)Billing The Concerned Party For The Relevant Amount Or Any Part Thereof.

Cancellation and Refund Policy:

If we find the account inactive for more than 120 days (for all services), we will proceed with deactivation. Pending dues to be collected from the merchant.

Setup fees once paid will not be refunded except for cases rejected by Basispay due to KYC/Risk validation which will be refunded after Validation charges.

KYC and Risk validation can also be reviewed anytime by Basispay team even after commencement of the services and will be revalidated at least once in every year. Any charges pertains to this will be collected from the merchant with prior notification.

1.Introduction

As a service organization, customer satisfaction is the prime concern for Basispay. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to prevail over the existing customers. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and ensuring prompt redressal of complaints and grievances. The review mechanism will help in identifying the shortcomings in product features and service delivery. Customer dissatisfaction would tarnish the companies name and image. The company’s policy on grievance redressal follows the undernoted principles.

• Customers will be treated courteously at all times.

• Complaints raised by customers are dealt with fairly and in time.

• Service Support Numbers are provided on all our products and materials.

• Customers are fully informed of the avenues available to escalate their complaints /grievances within the company and their rights for alternative remedy, if they are not fully satisfied with the response

• The company will handle all complaints efficiently and fairly as they can damage the company’s reputation and business, if handled otherwise

• The employees will work in good faith and without prejudice to the interests of the customers.

All employees of the company are made aware about the complaint handling process.

• The attitudinal aspects in dealing with customers.

• Technological issues relating to failure of transactions

• Skimming and phishing of cards / accounts / passwords / emails, etc.

• Inadequacy of the functions / arrangements available to the customers or gaps in the standards of services expected and the actual services rendered.

The customer is having every right to register complaint if the services are not satisfactory.

Complaints can be made in writing / orally / over phone / e-mail / or through website. If the customer’s complaint is not resolved within the given timeframe or if he is not satisfied with the solution, he can approach other legal avenues for grievance redressal.

2.Internal machinery to handle complaints / grievances

a) Customer service committee of the board

This Committee is responsible for formulation of a comprehensive policy for repeated usage of company’s services thereby resulting in increase of revenue, incorporating issues, product approval process and annual survey of customer satisfaction.

This committee will examine any other issues having a bearing on the quality of customer service rendered.

This committee will also review the functioning of the standing committee on customer service.

b) Standing committee on customer service

The standing committee on customer service will be chaired by the Vice President and all the Managers of the company constitute Customer Service Cell. This committee will have the following functions.

• Evaluate the feedback on the quality of customer service received from various quarters. The committee will review comments / feedback on customer service and implementation of commitments in the code of company’s commitments to customers as envisaged by the Board Members.

• The committee is responsible for ensuring that all regulatory guidelines regarding customer service are adhered to. To achieve this, the committee will review the feedback of customers expressed in the branch level customer service committee meetings.

• The committee will review the initiatives and measures taken by the company for improving customer service.

• The minutes of the committee meeting will be placed to the customer service committee of the board at quarterly intervals.

C) Nodal officer and other designated officials to handle complaints and grievances

• All the company’s representatives will be acting as nodal officers of their respective region and they are responsible for handling complaints / grievances to the extent they have information or else inform their respective managers for redressal to the customer.

d) Mandatory display requirements

• The name, address and contact number of the customer support are displayed in the product flyers and in website.

e) Resolution of complaint / grievances

• The support manager is responsible for resolution of complaints / grievances in respect of customer service. It is his/her foremost duty to see that the complaint is resolved to the customer’s satisfaction and if the customer is not satisfied, then she can escalate to the alternate avenues.

• If it is not possible for resolving at the department level, it may be referred to the senior manager or vice president for guidance. Matters involving legal issues will also be referred to Risk Head.

f) Grievances redressal mechanism

Our customer support team is working all days 24/7.

• In case of grievances, customers may lodge complaint through Customer care number, Email or through Website given below. Complaints are forwarded to the concerned departments for redressal by the Customer Service head.

Contact no: 7358084444

Email : support@basispay.in

www.tychepayment.com/contacts.php

Evaluation - A statement of complaints will be submitted to the Customer Service Committee of board along with detailed analysis of the individual complaints received. The complaints will be analysed

(i) to identify customer service areas in which the complaints are frequently received.

(ii) to identify frequent sources of complaint.

(iii) to identify systemic deficiencies.

(iv) for initiating appropriate action to make the grievance redressal mechanism more effective.

3.Centralized Registry for recording Complaints

The complaint lodged by a customer is first assigned to the customer care for redressal. If the complaint is not redressed within 24 Hours or if the customer is not satisfied with the reply, he may escalate the complaint to the 2nd level after 24hours. If the complaint is not redressed within the next 48 Hours (2) days, the customer may further escalate the complaint to Nodal officer.

4. Interaction with customers

To have a better customer relationship, Department level customer service committee is formed, which meets every month. The feedbacks given by customers in the meeting are conveyed to the Department Heads. Viable and bankable suggestions / feedback are taken up with the concerned departments for implementation. The suggestions given by the customers are much useful in improving the existing products and services and also while devising new products.

5. Sensitizing operating staff on handling complaints

Training on matters relating to customer service, adherence to Company Policy and RBI’s policy is imparted to staff members at all cadres periodically during our training session. We are also engaging the services of guest faculty from Nodal Banks for handling sessions on clean note policy and the facility for exchange of soiled notes to the public.

6. Principles of grievance redressal:

The guiding principles of the approach to grievance redressal are as follows:

i. Transparency:

The customer shall be provided with information regarding the channels they can access to service their requirements and resolve their issues. In addition, the turn-around-time for issues to be redressed, including investigation and resolution shall be communicated transparently.

ii. Accessibility:

We will enable the customers to avail of services through multiple published channels.

iii. Escalation:

Information on the process of escalation of complaints to the next level - in case the customer is not satisfied with the resolution provided by the current level in the company will be escalated to the next level.

iv. Customer Education:

We shall endeavour to make continuous efforts to educate its customers to enable them to make informed choices regarding our products and reduce errors in all transactions.

v. Review:

We have forums at various levels to review customer grievances and enhance the quality of customer service.

7. RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 September 20, 2019 Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems:

i. English Version:

According to the guidelines issued by the Reserve Bank of India (RBI) regarding the harmonization of Turn Around Time (TAT) and customer compensation for failed transactions using authorized Payment Systems, as per RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019 circular.

As per the guidelines, in the event where a customer's account has been debited but confirmation has not been received at the merchant’s system for card not present transactions, an auto-reversal process must be initiated to the customer within T + 5 days. Failure to initiate this process within the specified timeframe will result in additional compensation of ₹100/- per day payable for each day of delay beyond the stipulated T + 5 days.

ii. Tamil Version:

RBI/2019-20/67 DPSS.CO.PD எண்ணின்படி, அங்கீகாரம் பெற்ற கட்டண முறைகளைப் பயன்படுத்தி தோல்வியுற்ற பரிவர்த்தனைகளுக்கான டர்ன் அரவுண்ட் டைம் (TAT) மற்றும் வாடிக்கையாளர் இழப்பீடு ஆகியவற்றின் ஒத்திசைவு தொடர்பாக இந்திய ரிசர்வ் வங்கி (RBI) வழங்கிய வழிகாட்டுதல்களின்படி .629/02.01.014/2019-20 தேதியிட்ட செப்டம்பர் 20, 2019 சுற்றறிக்கை.

வழிகாட்டுதல்களின்படி, வாடிக்கையாளரின் கணக்கில் டெபிட் செய்யப்பட்டாலும், கார்டு இல்லாத பரிவர்த்தனைகளுக்கான உறுதிப்படுத்தல் வணிகரின் அமைப்பில் பெறப்படாவிட்டால், T + 5 நாட்களுக்குள் வாடிக்கையாளருக்கு தானாக மாற்றியமைக்கும் செயல்முறையைத் தொடங்க வேண்டும். குறிப்பிட்ட காலக்கெடுவுக்குள் இந்த செயல்முறையைத் தொடங்கத் தவறினால், நிர்ணயிக்கப்பட்ட T + 5 நாட்களுக்கு அப்பால் தாமதமாகும் ஒவ்வொரு நாளுக்கும் ஒரு நாளைக்கு ₹100/- கூடுதல் இழப்பீடு வழங்கப்படும்.

iii. Hindi Version:

RBI/2019-20/67 DPSS.CO.PD संख्या के अनुसार, अधिकृत भुगतान प्रणालियों का उपयोग करके विफल लेनदेन के लिए टर्न अराउंड टाइम (TAT) और ग्राहक मुआवजे के सामंजस्य के संबंध में भारतीय रिजर्व बैंक (RBI) द्वारा जारी दिशानिर्देशों के अनुसार। .629/02.01.014/2019-20 दिनांक 20 सितम्बर 2019 परिपत्र।

दिशानिर्देशों के अनुसार, ऐसी स्थिति में जहां किसी ग्राहक के खाते से डेबिट किया गया है, लेकिन कार्ड से लेनदेन नहीं होने की व्यापारी के सिस्टम पर पुष्टि नहीं हुई है, तो ग्राहक को टी + 5 दिनों के भीतर एक ऑटो-रिवर्सल प्रक्रिया शुरू की जानी चाहिए। निर्दिष्ट समय सीमा के भीतर इस प्रक्रिया को शुरू करने में विफलता के परिणामस्वरूप निर्धारित टी + 5 दिनों से अधिक की देरी के प्रत्येक दिन के लिए ₹ 100/- प्रति दिन का अतिरिक्त मुआवजा देय होगा।

Merchant KYC Documentation

The merchant is required to upload his KYC documents in the biz UI. In many cases wherein merchants are not able or willing to do so, documents may be accepted over email. However, prior to merchant approval it is mandatory to upload the documents from Basispay.

Broad guidelines for the required KYC documents for various merchant categories are as follows:

1 Merchant identity proof - As applicable (ONE of the following documents is required)

a) Partnership firms: Signed and valid Partnership Deed

b) Trust: Signed and valid trust deed

c) Society: Signed and valid bye-laws of the society

d) Sole Proprietorship: PAN number of sole proprietor

e) Private Limited Company: Copy of MOA/AOA/Certificate of Incorporation

e) Public Limited Company: Copy of MOA/AOA/Certificate of Incorporation

f) Government: Documents to prove that it is a Government company

2 Merchant existence proof (ONE of the following documents is required)

a) Establishment’s PAN

b) Central Sales Tax Registration Number or Regional Sales Tax Number where applicable

c) Government issued business license –Trade/Municipal License

d) Government registration authorizing the Processed Merchant to run the business

e) For Schools, College establishments – Copy of establishment registration document

f) Excise Registration Number

g) Shop & Establishment License Number

h) Importer Exporter Code

i) Registration Number issued by Registrar of Firms

j) Service Tax registration certificate

3 Business Address Proof (ONE of the following documents is required)

a) Utility Bills (Telephone, Electricity bill Not older than 3 months)

b) Any other Government document clearly showing the address of the company

c) Rental agreement copy along with utility bill not older than 3 months in the name of the landlord.

4 Board Resolution authorizing the authorized Signatory (if signatory is different from promoter/director/partner/etc.)

a) Authorized Signatory PAN Copy

b) Driving License

c) Passport

6 Authorized Signatories - Address Proof (ONE of the following documents is required)

a) Passport (with Address Page)

b) Bank Account Statement

c) Utility Bills (Telephone, Electricity bill Not older than 3 months)

d) Rental agreement copy along with utility bill not older than 3 months in the name of the landlord.

7 Bank Account details proof (ONE of the following documents is needed)

a) Cancelled cheque

b) Bank statement (which clearly mentions account number and IFSC)

c) Bank letter

8 Any other necessary documents

For example, 80(g) for NGOs (if handling donations)

Ensure that the KYC documents are all uploaded in Basispay panel, otherwise the system will not allow merchant account approval.

Merchant certifications and additional documentation

In certain cases where the merchant operates in a highly regulated industry, it might be essential to procure additional documentation to establish proof of adherence to regulatory guidelines. Please obtain the relevant certification documents and upload in Basispay (additional documents tab). Note: not all our acquirers support all merchants who are outlined below.

Nature of Business and document recommended are below

E-Commerce Marketplace

1.Sample Agreement between Seller and Merchant

Travel Companies/Hotel

1.IATA Certificate (Compulsory if Air ticket booking) OR

2.Registration from Department of Travel & Commerce. OR

3.Agreement between third party and Merchant. OR Agreement between Merchant and Hotel company.

Education

1.CBSE Registration certificate

2.Affiliation Certificate

Food Related Business

1.FSSAI Certificate

Ayurvedic products

1.AYUSH Certification

Telecom and/or ISP

1.ISP License

Doctor

1.Registration Certificate

Broker & Research company

1.Broker License/SEBI certificate

Insurance

1.IRDA License

B2B

1.It must have Agent Login, and a sample login must be provided to check the flow. If this is not possible, a document with detailed screenshots must be provided.

Hotel & Resorts Industry

1.FHRA

Note: for travel industry merchants, as a company policy we do not extend overseas card acceptance without IATA registration certificate. Alternative certifications in lieu of IATA certificate may be provided and looked into on an exception basis – however, kindly do not provide onboarding requests to acquirers without this mandate in place.

Security settings and Risk Level

Merchant Risk Level - 1/2/3/4/5

Merchant integration - PHP/Java/.NET/Magento/Prestashop/Opencart/.......

Merchant allowed referral URLs - Comma-separated list of merchant referral allowed URLs URLs (www.conrads.in, www.stfidelis.com …) (blank means unrestricted access)

Merchant whitelisted IPs - List of IP addresses allowed to perform server-server calls (blank means unrestricted access)

Payment page - selectpayment_default, selectpayment_wide, selectpayment_custom, selectpayment_KVB, selectpayment_saralpay, etc….

Merchant Risk Level

Risk level 1 stands at the lowest level of risk and Risk level 5 is the highest level of risk. Broad guidelines for setting appropriate risk levels are below (detailed guidelines are available in the merchant onboarding screen, under the “risk & compliance” section in Basispay panel). Setting the appropriate risk level is very important because certain back-end rules (like blacklist rules, velocity rules, etc.) are automatically set in the database depending on the chosen risk level. Choosing an overtly permissive risk level exposes us to fraud and misuse whereas choosing an overtly restrictive risk level exposes us to delayed processing and false positives.

Risk Level 1: Educational institutions, schools, colleges and membership fees for renowned associations and statutory bodies.

Risk Level 2: Broadband and internet services with recurring monthly postpaid payment and other similar services which are recurring payments on a postpaid basis. Other low ticket size ecommerce payments (such as movie ticket purchases) also fall under this risk level. Utility billers (direct billers like Vodafone, Tata Sky, etc.) also fall under this risk level but please note, utility bill payments through bill aggregators will fall under risk level 3 and NOT this level.

Risk Level 3: E-commerce merchants accepting domestic payments and only doing domestic delivery (to domestic PIN codes) also fall under this risk level. Any ecommerce business which has average ticket size greater than 4-5000 will fall in this bucket. Travel merchants who accept only domestic payments (from cards issued in India) also fall under this bucket. Recharge (phone, DTH, etc.) and utility payments via third party bill payment aggregators. Special note: many a time we have observed that third party bill aggregators use a “wallet mechanism” to store user money and allow for utility payments from that stored money. In such cases, those merchants will not fall under risk level 3 but under risk level 4 since allowing for storage of money increases risk manifold.

Risk Level 4: Any merchant who intends to use international payments automatically falls in risk level 4, irrespective of their line of business. For example, even an educational institution which would normally fall under risk level 1 is automatically demoted to risk level 4 if they opt for international payments. Any and all PPIs (Prepaid Instruments) i.e. wallets who use the PG for wallet loading also fall in risk level 4 Special note: RBI regulations on wallets are very clear in terms of usage of the money stored in a wallet. However, there are cases where some merchants offer utility payments via “wallets”. This case falls under a grey area on whether it should be considered a closed or a semi-closed wallet (requiring RBI licensing). On the one hand, payment is being made to external entities (like Mahanagar Gas, Airtel, Jio, etc.) and on the other hand the ‘inventory’ has been purchased beforehand by the aggregator and therefore wallet money is being used for purchase on the same website/entity and not different legal entity. Nevertheless, any merchant who has a business model of “stored money” should be treated as a risk level 4 merchant.

Risk Level 5: High risk categories such as resume writing, job/employment services, matrimonial, ecommerce websites without a proper web presence from known high risk regions and PIN codes (an exhaustive list of high risk PIN codes is available in Basispay merchant management panel), freelancers, medicine & pills, dating websites or apps. As a company strategy, we typically do not prefer to work with such merchants. In case the sales team is convinced of the viability of a merchant who falls in the risk level 5 bucket, kindly put up an email request to assess the merchant. It should be noted that most of our acquirers do not accept such merchants and we might have to specifically work with our acquirers on a case-by-case basis in case such merchants are being onboarded. Note: Risk level 5 merchants cannot be onboarded without “buyer protection” being turned on (details in subsequent section).

Merchant allowed referral URLs

Referral URL (a.k.a. invoker URL) refers to the URL from which the merchant is allowed to do a POST request to our Basispay payment request API. Setting in the right referral URL is crucial during merchant on-boarding. Merchants would be able to direct their users to our payment page only via the pre-registered referral URL.

If there are multiple referral URLs, please understand the business justification for the same from the merchant and put in a comma separated list of allowed referral URLs.

Putting in a referral URL is mandatory, system will not allow approval of merchant account without that unless the business param “allow null referral URLs” is set.

In case of app-only integrations, the referral URL cannot be a reliable indicator of the source of the transaction initiation. However, after transaction completion, the return URL where our system POSTs back the response can definitely be validated. Please do not accept IP addresses there but ensure that it is a proper URL.

Note: In exceptional cases, set the business parameter “allow null referral URLs”, but put a note as to why this exception was given.

Merchant whitelisted IPs

List of IP addresses allowed to perform server-server calls (blank means unrestricted access). Please note the crucial difference between URL whitelisting and IP whitelisting. These are NOT the same by any means. URL whitelisting refers to https POST calls which are permitted only from the set of whitelisted URLs as described in previous section. IP whitelisting refers to the IP addresses which are permitted to perform host to host or server to server calls. These are typically used for API based reconciliation/inquiry, API based refunds, and other similar API calls such as split payment requests. Please note that such calls are typically performed by a mechanism such as cURL (if using PHP) and not via https POST.

Putting in a referral URL is not mandatory, because of the practical consideration that many merchants use the dashboard UI for all required activity and do not perform API calls. Therefore please be doubly careful that as and when a merchant approaches for a host-to-host API access, the right set of comma - separated list of IP addresses have to be put in.

Merchant website analysis

Prior to go-live, the merchant’s website needs to be scanned for several points which are outlined below. Note: w.e.f. 19/03/2018, five new fields have been added to the Basispay merchant management interface. These are intended to capture screenshots of the merchant website as during go-live. Please take screenshots using the snipping tool and attempt to include the date/time in the screenshots and upload the same into Basispay.

Complete description of goods and services

By definition, a merchant intending to collect online payments has to be selling something – a certain good or service. This has to be clearly reflected on the merchant website.

The Merchant must provide a complete description of its goods or services. This is easy in the ecommerce context. In other cases (like educational institutions etc. where a standard “set of products” cannot be displayed), the website should at least provide descriptions of the kind of services being offered.

In general, the sales and risk personnel, both, must be absolutely aware of:

i) WHAT is being sold

ii) TO WHOM it is being sold

iii) HOW will the sold product/service be delivered to the customer

iv) WHEN will the sold product/service be delivered to the customer

v) IN WHAT FORM will the sold product/service be delivered to the customer

Merchant Contact Information

Since communication with a Merchant is not always possible using the Website, Merchants must display a customer service contact telephone number or e-mail address. The Customers can, therefore, contact the Merchant to ask questions about their transaction.

It is recommended to attempt to contact the merchant on this provided contact information at least once during the on-boarding or post on-boarding process to ensure legitimacy of the contact information.

Return, Refund and Cancellation Policy

A Merchant must provide sufficient details of their return, refund, and cancellation policy clearly on the Website to inform Customers of their rights and responsibilities, for example, in case they need to return goods. It is perfectly acceptable if the Merchant has a limited or no refund policy, but this must be very clearly communicated to Customers before the purchase decision is made, to prevent misunderstanding and disputes.

In the event that any Merchant is unable to support delivery of goods worldwide and restricts sales to within their own country or to a limited number of countries, based on delivery experience or import and export regulations, the same shall be communicated on the Website explicitly stating the countries and regions where delivery of goods can be made.

It is also recommended to clearly state the delivery timeframe or at least indicative delivery timeframes. Tis recommended to provide details of the course of action in case deliver timeframe is overshot.

Transaction currency

In case of merchants who are utilizing MCC and/or overseas card acceptance, it is understood that since the Merchant’s customer base is worldwide, it is important that the Customer is made aware of the transaction currency before the Customer proceeds to purchase. The currency should be clearly stated, including the country name when the name of the unit of currency is not unique. For example, a dollar can be an Australian dollar, a New Zealand dollar, a Hong Kong dollar, a U.S. dollar and so on.

Additional items that ideally should be included on a Merchant’s Website

• Privacy statements

• Identifiers that easily match the Website to the trade name of the Merchant

• A statement encouraging Customers to retain a copy of the transaction record in email and/or SMS, etc.

Our commitment to privacy

Protecting consumer privacy is very important to us. Our online Privacy Statement is available to inform you about our use and disclosure of personal information collected through this website on or after the effective date shown above.

We believe that information used responsibly benefits consumers and the economy, whether it is information we house on behalf of consumers conducting transactions or information we collect on behalf of our business clients.

For example, we use consumer information every day to ensure fast and accurate processing of thousands of electronic transactions. In addition, we strive to better serve our customers by offering goods and services that we believe fit their needs and interests.

When identifying an opportunity, we may use aggregated consumer information in an effort to identify customers who may be interested in that opportunity. These policies guide us in the collection and use of information as well as setting our employee's responsibilities in protecting your privacy. We use personal information about consumers, customers and users only in a manner consistent with these policies.

Cookies

A "cookie" is an identifier that we transfer to users’ computer hard drive through users’ web browsers to

enable our systems to recognise users’ browsers and interact more efficiently with customers’ and users’ computers. This website uses cookies only to aggregate information about the pages that users visit so that we can update and redesign this website, as necessary, in order to provide you with the most useful information.

We do not disclose domain name or aggregate information to third parties other than related bodies corporate and vendors who assist us with this website and who are under strict confidentiality requirements.

Collection of personal information

The nature of the personal information we collect about you online is generally comprised of your name, mailing address, e-mail address phone number, the company you represent and is strictly limited to the information that you voluntarily provide to us and that is collected by use of Cookies as described above. We use the personal information you supply to us on this website to Contact you so that we can provide you with

the information you have requested, assess and process any application you make for services, provide services to you and administer services provided to you, Perform our administrative operations, including accounting, risk management, record keeping, archiving, systems development and testing, credit scoring and staff training; and

Validate the user’s rights to view the information provided.

We also may use and hold personal information, which is provided to us in connection with services that you request, for the purposes (as relevant) of:

Complying with legislative and regulatory requirements or as otherwise permitted or authorised by law;

Considering any other application you may make to us;

Managing our rights and obligations in relation to external payment systems eg credit card schemes and debit payment schemes;

Conducting market and customers satisfaction research;

If you provide incomplete or inaccurate information to us, we may not be able to provide you with the services you are seeking.

Use and disclosure of personal information

Information collected by us in relation to electronic transactions is used to process those transactions and so will be disclosed to the parties to the transaction, their respective financial institutions and third parties involved in the transaction chain.

Other information is used to provide and administer the provision of services to you, managing our rights and obligations under contracts and at law, systems development and testing, in connection with alliance arrangements and identifying and marketing the products or services provided by us, our related bodies corporate or alliance partners that we think may be of interest to you and telling you about them. If you do not want to receive this information, please let us know.

In common with many other businesses, we use agents and other third parties to conduct certain activities on our behalf and provide certain services to us. For this purpose, we may need to provide these third parties with your personal information.

The types of organisations to which we may disclose customer’s, consumer’s or user’s personal information includes:

Our agents, contractors and external advisers whom we engage from time to time to carry out, or advise on, our functions and activities and you authorise them to seek disclosure of your credit information for this purpose;

Your agents and contractors, including your referees and your legal or financial advisor, executor, administrator, trustee, guardian or attorney if you authorise them in writing to seek disclosure of this information;

In addition, we may be required or permitted by law to use and disclose your personal information, (such as disclosures to law enforcement bodies and government agencies to prevent fraud or other malicious activities).

Commercial Electronic Messages

By giving us your electronic address/account, you consent to us sending to you commercial electronic messages in order to provide you with information and tell you about products and services, including those of third parties, which we consider may be of interest to you.

You warrant that you have authority either as or on behalf of the relevant electronic account holder to provide this consent and that we may continue to send commercial electronic messages to you addresses until you withdraw your consent.

We are committed to protecting the confidentiality of personal consumer information

We limit access to your personal information to those of our employees and employees of our related bodies corporate and our alliance partners who need your personal information to fulfill their business responsibilities. Such employees must adhere to our privacy policies. Employees violating these policies may be subject to disciplinary action, up to and including dismissal.

Our service providers and other outside contractors are subject to contractual requirements to ensure that your personal information is safeguarded.

Security Safeguards

Security is a priority. We employ appropriate measures to protect personal information against unauthorised access, disclosure, alteration or destruction.

These may include, among others, encryption, physical access security and other appropriate technologies. We continually review and enhance our security systems as necessary. As such, we may ask you to identify and authenticate yourself when accessing this website or when dealing with you through other media. We are not responsible for any information that may be lost if we terminate your browser session during prolonged periods of inactivity whilst accessing this website.

Privacy Consent

We may use and disclose personal information provided to us about users, customers and cardholders to third parties as described earlier in this Privacy Statement.

Where we collect information through this website, you will be asked whether you consent to the use and disclosure of your personal information as described earlier in this Privacy Statement. To change your selection, update your contact details or retrieve and change your registration information, please contact us using the contact details shown on this website. We hold ourselves accountable to our privacy principles.

General

We are committed to meeting the highest standards for our privacy program.

To that end, we have appointed a senior official, who serves as the company-wide officer with responsibility for the administration and implementation of our privacy program.

The privacy officer, working closely with individual business units, is responsible for: 

Administering employee privacy training and employee compliance related to our privacy policies;

Conducting periodic assessments of our compliance with our privacy policies, as well as specific implementation policies and procedures.

The contact details for our privacy officer are:

Tyche Payment Solutions Pvt Ltd, Regd. Off: New No.9, Old.No.11, 1st Floor, Palayakaran Street, Kalaimagal Nagar, Ekkaduthangal, Chennai – 600032. Support@basispay.in & Phone:

We may alter this Privacy Statement as needed for certain products and services and to abide by local laws or regulations. We reserve the right to amend or modify this Privacy Statement from time to time. We urge you to review this Privacy Statement whenever you visit in order to obtain the most current statement.

Intellectual Property

All present and future rights in and to trade secrets, patents, copyright, trademarks, service marks, know-how and other proprietary rights of any type arising at law, including rights in and to all applications and registrations relating to this website (including but not limited to all data contained on this website relating to you and your associated customer (“Data”), information, text, look and feel, material, graphics, software and advertisements) (the “Intellectual Property Rights”) shall, as between you and us, at all times be and remain the sole and exclusive property of Tyche Payment Services. You assign upon creation all Intellectual Property Rights to us.

You do not acquire any rights or licences in or to the Intellectual Property Rights, this website and materials contained within this website other than the limited right to use this website in accordance with the Terms of Use.

Revisions of Data

You and Your associated customer are responsible for all revisions to the Data executed by you. You accept responsibility as a representative of your Associated Customer and represent your Associated Customer in all access and use of this website. You acknowledge and agree that

Tyche Payment Solutions relies in good faith on any revisions to the Data executed by you and does not take any steps to verify the accuracy of any revisions to the Data executed by you.

Whilst Tyche Payment Solutions has and will continue to make great efforts to include accurate and up to date Content on this website,

Tyche Payment Solutions makes no warranties or representations, express or implied, as to the accuracy or completeness of the Content contained or referenced therein and all Content is provided to you “as is”. Any warranties regarding the Content or other services provided, which may be implied by law, statute or otherwise are excluded to the fullest extent permitted by law.

You agree that your use of this website is at your sole risk and acknowledge that this website and anything contained within this website, including but not limited to, Content, services, goods or advertisements are provided in their then state and condition, subject to all latent and patent defects. Tyche Payment Solutions does not warrant that this website is compatible with your equipment or that this website is free from errors or viruses, worms or “Trojan horses’ and is not liable for any damage you may suffer as a result of such destructive features. You agree that Tyche Payment Solutions, its suppliers and its third-party agents shall have no responsibility or liability for Any fault, inaccuracy, omission, delay or any other failure in this website caused by your computer equipment.

Links to Third Party Websites

The content of other websites, services, goods or advertisements that may be linked to this website is not maintained or controlled by Tyche Payment Solutions. Tyche Payment Solutions is therefore not responsible for the availability, content or accuracy or privacy practices of other websites, services or goods that may be linked to, or advertised on, this website.

Where this website contains hyperlinks to websites operated by third parties these linked websites are not under the control of Tyche Payment Solutions and Tyche Payment Solutions is not responsible for the contents of any linked website.

You link to any such website entirely at your own risk.

Tyche Payment Solutions does not: Make any warranty, express or implied, with respect to the use of the links provided on, or to, this website;

Make any endorsement, express or implied, of any other websites, services, goods or advertisements that may be linked to this website.

Tyche Payment Solutions is also not responsible for the reliability or continued availability of the telephone lines, wireless services, communications media and equipment you use to access this website.

Limitation of Liability

As the Internet relies on telecommunications services, Tyche Payment Solutions cannot guarantee that this website will always be available or free from fault, errors or viruses. The Terms of Use govern our provision and your use of this website.

Tyche Payment Solutions liability for the provision of this website and the goods and services via this website is limited to supplying the services again or reinstating the availability of the website or paying the cost of having the services supplied again or in the case of goods, re-supplying the goods or replacement goods or paying the cost of having the goods supplied again.

You agree that you use this website at your sole risk. You agree that any Content downloaded by you is done so entirely at your own risk and you shall be solely responsible for the consequences of downloading any such Content.

Under no circumstances shall Tyche Payment Solutions be liable to you for any amount (if any) in excess of any fee payable by you for the right to use this website.

Responsibilities of Use

You acknowledge and agree that you are responsible for:

1. At the request of Tyche Payment Solutions, providing such information and assistance as are reasonably required by ICICI Merchant Services in order for Tyche Payment Solutions to meet its obligations under these Terms of Use
2. Complying with all reasonable directions and instructions of Tyche Payment Solutions in relation to your use of this website provided prior reasonable notice is given to you of any of the same
3. Taking every reasonable precaution in the use of this website to prevent contamination and diffusion of any software or hardware contamination including viruses, worms or “Trojan horses”
4. The accuracy of revisions to the Data (and for the avoidance of doubt such responsibility shall be solely your responsibility)
5. Taking every reasonable precaution to ensure that access to this website and the Data is restricted to those persons (including subcontractors and agents) who are authorised users of this website
6. Not sharing your customer id number and password (if applicable) with any third party
7. Changing your password (if applicable) on a regular basis; and
8. Using this website in accordance with all applicable laws and regulations.

Suspension or Discontinuation

Tyche Payment Solutions may at any time, without liability, suspend or discontinue the operation of this website generally or your access to or operation of this website.

Governing Law

The Terms of Use shall be governed and construed in accordance with the laws of Chennai, India. Each party irrevocably and unconditionally submits to the non-exclusive jurisdiction of the courts of Chennai, India and the courts, which have jurisdiction to hear appeals from them.

Social Media Policy

Compliance with terms below is mandatory prior to distribute content (by posting or reference) with regards to Tyche Payment Solutions on Social Media.

1. All social posts or references must be in full accordance with the governing Terms and Conditions for external use, as well as our Privacy Policy and Disclaimer.
2. When posting graphics content in relation to Tyche Payment Solutions products and services, all external users must adhere to Tyche Payment Solutions Brand Design feel as it appears on the official website.
3. Honesty and transparency are important values that we share with our partners, please make sure you use your real name and, if applicable, state your relationship with Tyche Payment Solutions.
4. When content is posted to non-business entity social accounts – or on external user’s personal social accounts – the views expressed must be reinforced at all times to state that they are the account owner’s ones and do not necessarily reflect Dalberry’s business representatives official voice.
5. Unless particular authority is provided as entitlement to commit Tyche Payment Solutions to any kind of business action – and proof of this authority provision may be provided per request – no external user may bind Dalberry to legal commitment in their posts or references.
6. All content posted in relation to Tyche Payment Solutions business must be professional, non-discriminatory, politically correct and respectful of all other entities participating in the conversation or connected to the context.
7. Confidential and/or sensitive information that may be provided to external users during their collaboration with Tyche Payment Solutions is protected by the Privacy Policy posted online and the Non-Disclosure Agreement signed. This information may not be distributed on social media channels. This information includes, but is not limited to specific product and technology-specific features; personally identifiable information (such as telephone numbers, IDs information, financial information) of the company’s employees, partners, customers, or vendors; or other business-related confidential or proprietary information.
8. Tyche Payment Solutions branding elements such as trademarks, copy, logos, imagery are protected by the Copyright and Intellectual Property Laws.
9. External users may not post social content or reference that contains defamatory, discriminatory or harassing language or graphics, nor content or reference that is in violation of Tyche Payment Solutions policies against discrimination, harassment, or aggression based on age, race, sex and sexuality, ethnicity, religion, nationality, disability, or other protected class, status, or characteristic.
10. Defamatory activities in regards to Tyche Payment Solutions are subject to legal proceedings, as allowed by local laws.

Our core value: commitment

Delivering reliable, customized and warp-speed customer complaint is our mission and as a consequence, this is the main asset we focus on developing.

Dialogue is key to solidifying a relationship with our customers. Should you experience dissatisfaction with regards to Tyche Payment Solutions services, please do notify us immediately and we will investigate the incident.

In the event that a customer or potential customer has a complaint regarding any of the payment service and/or product provided by Tyche Payment Solutions, we advise them to contact us by using the email address provided below.

Signalling and sorting out issues

Customers or potential customers can report issues immediately at the email address support@basispay.in When submitting your query or complaint, try to provide the context of your issue as well as the nature of the problem (technical, functionality, accuracy, compliance, etc…).

Tyche Payment Solutions representatives will promptly analyse your complaint and get back to you for additional required information or to present feedback and proposed solutions (where applicable).

After the Customer Complaint department receives the complaint, a written acknowledgement will be provided, along with a Complaint number, within 2 business days starting from the day the complaint was received. Business days are from Monday to Saturday.

How to initiate a formal complaint?

As we place great emphasis on speed, we have instated a quick procedure to sort out issues you signal by email at Support@basispay.in

However, due to the fact that every single current or potential customer is important and valuable for us and in order for Tyche Payment Solutions to deliver an efficient and professional service when dealing with more complex issues regarding complaints to our services, these types of problems are subject to a formal complaint procedure.

If you consider that following the course of action recommended failed to provide you with a satisfactory outcome for the issue you raised by the standard procedure outlined above, please address an email to our Customer Complaints representative. Please note that you should expressly formulate your request for the complaint outlined to be subject to Tyche Payment Solutions formal complaint process.

The customer or potential customer can send us a formal complaint by clicking this link or by sending an email to support@basispay.in with the subject “Formal Complaint”.

A clear description of the complaint and details about the outcome that the customer believes it would be the correct one; Attach any documents that may aid you in the process of sorting out the possible issue.