• This User Agreement along with Terms of Service (collectively, the "User Agreement") forms the terms and conditions for the use of services and products of Rodeo Travel Technologies Private Limited ("RAILOFY").
• Any person ("User") who inquiries about or purchases any products or services of RAILOFY through its websites, mobile applications, sales persons, offices, call centers, branch offices, franchisees, agents etc. (all the aforesaid platforms collectively referred to as "Sales Channels") agree to be governed by this User Agreement. The websites and the mobile applications of RAILOFY are collectively referred to as 'Website'.
• Both User and RAILOFY are individually referred to as 'Party' and collectively referred to as 'Parties' to the User Agreement.
• "Terms of Service" available on RAILOFY's website details out terms & conditions applicable on various services or products facilitated by RAILOFY. The User should refer to the relevant Terms of Service applicable for the given product or service as booked by the User. Such Terms of Service are binding on the User.

• The User must be at least 18 years of age and must possess the legal authority to enter into an agreement so as become a User and use the services of RAILOFY. If you are a minor or are below the age of 18 years, you shall not register as a User of the Website and shall not transact on or use the Website.
• As a minor if you wish to use or transact on the Website, such use or transaction shall only be made by a person of legal contracting age (legal guardian or parents). We reserve the right to terminate your membership and/or block access to the Website if it is discovered that you are a minor or incompetent to contract according to the law or any information pertaining to your age entered at the time of creation of account is false.
• Before using the Website, approaching any Sales Channels or procuring the services of RAILOFY, the Users shall compulsorily read and understand this User Agreement, and shall be deemed to have accepted this User Agreement as a binding document that governs User's dealings and transactions with RAILOFY. If the User does not agree with any part of this Agreement, then the User must not avail RAILOFY's services and must not access or approach the Sales Channels of RAILOFY.
• All rights and liabilities of the User and RAILOFY with respect to any services or product facilitated by RAILOFY shall be restricted to the scope of this User Agreement.

• All content provided through various Sales Channels, including but not limited to audio, images, software, text, icons and such similar content ("Content"), are registered by RAILOFY and protected under applicable intellectual property laws. User cannot use this Content for any other purpose, except as specified herein.
• User agrees to follow all instructions provided by RAILOFY which will prescribe the way such User may use the Content.
• There are a number of proprietary logos, service marks and trademarks displayed on the Website and through other Sales Channels of RAILOFY, as may be applicable. RAILOFY does not grant the User a license, right or authority to utilize such proprietary logos, service marks, or trademarks in any manner. Any unauthorized use of the Content, will be in violation of the applicable law.

• The Website is meant to be used by bonafide User(s) for a lawful use
• User shall not distribute exchange, modify, sell or transmit anything from the Website, including but not limited to any text, images, audio and video, for any business, commercial or public purpose.
• The User Agreement grants a limited, non-exclusive, non-transferable right to use this Website as expressly permitted in this User Agreement. The User agrees not to interrupt or attempt to interrupt the operation of the Website in any manner whatsoever.
• Access to certain features of the Website may only be available to registered User(s). The process of registration may require the User to answer certain questions or provide certain information that may or may not be personal in nature. Some such fields may be mandatory or optional. User represents and warrants that all information supplied to RAILOFY is true and accurate.
• RAILOFY reserves the right, in its sole discretion, to terminate the access to the Website and the services offered on the same or any portion thereof at any time, without notice, for general maintenance or any other reason whatsoever.
• RAILOFY will always make its best endeavours to ensure that the content on its websites or other sales channels are free of any virus or such other malwares. However, any data or information downloaded or otherwise obtained through the use of the Website or any other Sales Channel is done entirely at the User's own discretion and risk and they will be solely responsible for any damage to their computer systems or loss of data that may result from the download of such data or information.
• RAILOFY reserves the right to periodically make improvements or changes in its Website at any time without any prior notice to the User. User(s) are requested to report any content on the Website, which is deemed to be unlawful, objectionable, libelous, defamatory, obscene, harassing, invasive to privacy, abusive, fraudulent, against any religious beliefs, spam, or is violative of any applicable law to support@railofy.com. On receiving such report, RAILOFY reserves the right to investigate and/or take such action as the Company may deem appropriate.
• User(s) shall not host, display, upload, publish, transmit or share any information on RAILOFY’s website or app which:
  • belongs to another person and to which the User does not have any right;
  • is obscene, pornographic, paedophilic, invasive of another’s privacy including bodily privacy, insulting or harassing on the basis of gender, racially or ethnically objectionable, relating or encouraging money laundering or gambling, or promoting enmity between different groups on the grounds of religion or caste with the intent to incite violence;
  • is harmful to child;
  • infringes any patent, trademark, copyright or other proprietary rights;
  • deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any misinformation or information which is patently false and untrue or misleading in nature;
  • impersonates another person
  • threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to the commission of any cognisable offence, or prevents investigation of any offence, or is insulting other nation;
  • contains software virus or any other computer code, file or program designed to interrupt, destroy or limit the functionality of RAILOFY’s platform;
  • violates any law for the time being in force;
• Procedure to report objectionable/infringing content:
  • User(s) can report any content on the Website/App which is deemed to be unlawful, objectionable, libelous, defamatory, obscene, harassing, invasive to privacy, abusive, fraudulent, against any religious beliefs, spam, or is violative of any applicable law.
  • If the individual is of the view that any content on or listings on RAILOFY contains any objectionable or infringing content, User(s) may submit at support@railofy.com. RAILOFY shall endeavour to review all complete and valid complaints within the prescribed timeframe under applicable law.
  • The information shared as part of the complaint shall a) clearly identify the violations b) Location of the material on the Website, including but not limited to the link of the infringing material c) In case of any IP violations, proof of ownership of such IP and contact information.
  • Complainant consents that RAILOFY shall share the contents of any complaint with necessary third parties including without limitation the accused parties involved to determine the respective rights and liabilities against any allegedly illegal content.
  • RAILOFY shall make commercially reasonable efforts to resolve all content related complaints within the time period prescribed under applicable law provided that:
    1. Complainant shall provide all relevant information and supporting documentation requested by RAILOFY to enable RAILOFY to evaluate the complaint; and,
    2. RAILOFY acts in good faith in the determination of any complaint and shall not be liable, in any manner whatsoever, for any act or omission of RAILOFY pursuant to such complaint, and no such act or omission shall be construed to be an admission of any liability. All of RAILOFY’s rights in such matters are fully reserved. RAILOFY does not provide any guarantee or warranty in respect of the outcome of any

• Except with the prior registration with RAILOFY as B2B agents, priority partner or a franchisee, and explicit permission of RAILOFY to use the Website, all travel agents, tour operators, consolidators or aggregators ("Travel Agents") are barred from using this Website for any commercial or resale purpose. If any such bookings are detected, RAILOFY reserves the right, including without limitation, to cancel all such bookings immediately without any notice to such travel agents and also to withhold payments or any refunds thereto. RAILOFY shall not be held liable for any incidental loss or damage that may arise from the bookings made by any person through such Travel Agents. The liability in case of such cancellations shall be solely borne by such Travel Agents.
• All discounts and offers mentioned on the Website are applicable only to the User(s) of RAILOFY for legitimate bookings.

• Unless RAILOFY explicitly acts as a reseller in certain scenarios, RAILOFY always acts as a facilitator by connecting the User with the respective service providers like airlines, hotels, restaurants, bus operators etc. (collectively referred to as "Service Providers"). RAILOFY's liability is limited to providing the User with a confirmed booking as selected by the User.
• Any issues or concerns faced by the User at the time of availing any such services shall be the sole responsibility of the Service Provider. RAILOFY will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence on part of any Service Provider
• Unless explicitly committed by RAILOFY as a part of any product or service
  • RAILOFY assumes no liability for the standard of services as provided by the respective Service Providers.
  • RAILOFY provides no guarantee with regard to their quality or fitness as represented.
  • RAILOFY doesn't guarantee the availability of any services as listed by a Service Provider.
• By making a booking, User understands RAILOFY merely provides a technology platform for booking of services and products and the ultimate liability rests on the respective Service Provider and not RAILOFY. Thus the ultimate contract of service is between User and Service Provider.
• User further understands that the information displayed on the Website with respect to any service is displayed as furnished by the Service Provider. RAILOFY, therefore cannot be held liable in case if the information provided by the Service Provider is found to be inaccurate, inadequate or obsolete or in contravention of any laws, rules, regulations or directions in force.

• Users are advised to check the description of the services and products carefully before making a booking. User(s) agree to be bound by all the conditions as contained in booking confirmation or as laid out in the confirmed booking voucher. These conditions are also to be read in consonance with the User Agreement.
• If a User intends to make a booking on behalf of another person, it shall be the responsibility of the User to inform such person about the terms of this Agreement, including all rules and restrictions applicable thereto.
• The User undertakes to abide by all procedures and guidelines, as modified from time to time, in connection with the use of the services available through RAILOFY. The User further undertakes to comply with all applicable laws, regulations, orders, directions etc. issued by either the Central Government, State Government, District Authorities or any other statutory body empowered to do so w.r.t use of services or for each transaction.
• The services are provided on an "as is" and "as available" basis. RAILOFY may change the features or functionality of the services being provided at any time, in its sole discretion, without any prior notice. RAILOFY expressly disclaims all warranties of any kind, whether express or implied, including, but not limited to the implied warranties of merchantability, reasonably fit for all purposes. No advice or information, whether oral or written, which the User obtains from RAILOFY or through the services opted shall create any warranty not expressly made herein or in the terms and conditions of the services.
• User also authorizes RAILOFY's representative to contact such user over phone, message and email. This consent shall supersede any preferences set by such User through national customer preference register (NCPR) or any other similar preferences.

• While registering on the Website, the User will have to choose a password to access that User's account and User shall be solely responsible for maintaining the confidentiality of both the password and the account as well as for all activities on the account. It is the duty of the User to notify RAILOFY immediately in writing of any unauthorized use of their password or account or any other breach of security. RAILOFY will not be liable for any loss that may be incurred by the User as a result of unauthorized use of the password or account, either with or without the User's knowledge. The User shall not use anyone else's account at any time.
• User understands that any information that is provided to this Website may be read or intercepted by others due to any breach of security at the User's end.
• RAILOFY keeps all the data in relation to credit card, debit card, bank information etc. secured and in an encrypted form in compliance with the applicable laws and regulations. However, for cases of fraud detection, offering bookings on credit (finance) etc., RAILOFY may at times verify certain information of its Users like their credit score, as and when required.
• Additionally, RAILOFY may share your Personal Information in an anonymized and/ or aggregated form with a third party that RAILOFY may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, data processing , credit score and assessing credit worthiness for offering bookings on credit in accordance with the applicable laws.
• RAILOFY adopts the best industry standard to secure the information as provided by the User. However, RAILOFY cannot guarantee that there will never be any security breach of its systems which may have an impact on User's information too.
• The data of the User as available with RAILOFY may be shared with concerned law enforcement agencies for any lawful or investigation purpose without the consent of the User.

• In addition to the cost of booking as charged by the Service Providers, RAILOFY reserves the right to charge certain fees in the nature of convenience fees or service fees. RAILOFY further reserves the right to alter any and all fees from time to time. Any such additional fees, including fee towards any modifications thereof, will be displayed to the User before confirming the booking or collecting the payment from such User.
• In cases of short charging of the booking amount, taxes, statutory fee, convenience fee etc., owing to any technical error or other reason, RAILOFY shall reserve the right to deduct, charge or claim the balance amount from the User and the User shall pay such balance amount to RAILOFY. In cases where the short charge is claimed prior to the utilization of the booking, RAILOFY will be at liberty to cancel such bookings if the amount is not paid before the utilization date.
• Any increase in the price charged by RAILOFY on account of change in rate of taxes or imposition of new taxes, levies by Government shall have to be borne by the User. Such imposition of taxes, levies may be without prior notice and could also be retrospective but will always be as per applicable law.
• In the rare circumstance of a booking not getting confirmed for any reason whatsoever, RAILOFY will process the refund of the booking amount paid by the User and intimate the User about the same. RAILOFY is not under any obligation to provide an alternate booking in lieu of or to compensate or replace the unconfirmed booking. All subsequent bookings will be treated as new transactions. Any applicable refund will be processed as per the defined policies of the service provider and RAILOFY as the case may be.
• The User shall be completely responsible for all charges, fees, duties, taxes, and assessments arising out of the use of the service, as per the applicable laws
• The User agrees and understands that all payments shall only be made to bank accounts of RAILOFY. RAILOFY or its agents, representatives or employees shall never ask a customer to transfer money to any private account or to an account not held in the name of RAILOFY. The User agrees that if that user transfers any amount against any booking or transaction to any bank account that is not legitimately held by RAILOFY or to any personal account of any person, RAILOFY shall not be held liable for the same. User shall not hold any right to recover from RAILOFY any amount which is transferred by the User to any third party.
• The User will not share his personal sensitive information like credit/debit card number, CVV, OTP, card expiry date, user IDs, passwords etc. with any person including the agents, employees or representatives of RAILOFY. The User shall immediately inform RAILOFY if such details are demanded by any of its agents' employees or representatives. RAILOFY shall not be liable for any loss that the User incurs for sharing the aforesaid details.
• Refunds, if any, on cancelled bookings will always be processed to the respective account or the banking instrument (credit card, wallet etc.) from which payment was made for that booking.
• Booking(s) made by the User through RAILOFY are subject to the applicable cancellation policy as set out on the booking page or as communicated to the customers in writing.
• RAILOFY provides various modes of making payments on the Website for transacting, like UPI, Credit/Debit Cards of various banks, Net Banking facility of all major banks, RAILOFY and third party Wallets, Gift Cards, EMI and more.

• RAILOFY will send booking confirmation, itinerary information, cancellation, payment confirmation, refund status, schedule change or any such other information relevant for the transaction or booking made by the User, via SMS, internet-based messaging applications like WhatsApp, voice call, e-mail or any other alternate communication detail provided by the User at the time of booking.
• RAILOFY may also contact the User through the modes mentioned above for any pending or failed bookings, to know the preference of the User for concluding the booking and also to help the User for the same.
• The User hereby unconditionally consents that such communications via SMS, internet-based messaging applications like WhatsApp, voice call, email or any other mode by RAILOFY are:
  • upon the request and authorization of the User;
  • 'transactional' and not an 'unsolicited commercial communication' as per the guidelines of Telecom Regulation Authority of India (TRAI), and
  • in compliance with the relevant guidelines of TRAI or such other authority in India and abroad.
• The User will indemnify RAILOFY against all types of losses and damages incurred by RAILOFY due to any action taken by TRAI, Access Providers (as per TRAI regulations) or any other authority due to any erroneous complaint raised by the User on RAILOFY with respect to the communications mentioned above or due to a wrong number or email id being provided by the User for any reason whatsoever.

• Unless explicitly provided by RAILOFY in any specific service or deliverable, obtaining sufficient insurance coverage is the obligation of the User. In no case RAILOFY shall accept any claims arising out of such scenarios.
• Insurance, if any provided as a part of the service or product by RAILOFY shall be as per the terms and conditions of the third-party insurance company. RAILOFY merely acts as a facilitator in connecting the User with insurance company. The User shall contact the insurance company directly for any claims or disputes. RAILOFY shall not be held liable in case of partial acceptance or denial of the claims by the insurance company.

• There can be exceptional circumstances where RAILOFY and / or the Service Providers may be unable to honour the confirmed bookings due to various reasons like act of God, labour unrest, insolvency, a pandemic, an epidemic, business exigencies, government decisions, terrorist activity, any operational and technical issues, route and flight cancellations etc. or any other reason beyond the control of RAILOFY. If RAILOFY has advance knowledge of any such situations where dishonour of bookings may happen, it will make its best efforts to provide similar alternative to the User or refund the booking amount after deducting applicable service charges, if supported and refunded by that respective service operators. The User agrees that RAILOFY being merely a facilitator of the services and products booked, cannot be held responsible for any such Force Majeure circumstance. The User has to contact the Service Provider directly for any further resolutions and refunds.
• The User agrees that in the event of non-confirmation of booking due to any technical reasons (like network downtime, disconnection with third party platforms such as payment gateways, banks etc.) or any other similar failures, RAILOFY’s obligation shall be limited refunding the booking amount, if any, received from the customer. Such refund shall completely discharge RAILOFY from all liabilities with respect to that transaction. Additional liabilities, if any, shall be borne by the User.
• In no event shall RAILOFY and be liable for any direct, indirect, punitive, incidental, special or consequential damages, and any other damages like damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the Website or any other Sales Channel.

• The Website may contain links to third party websites. RAILOFY does not control such websites and is not responsible for its contents. If a User accesses any third-party website, the same shall be done entirely at the User's risk and RAILOFY shall assume no liability for the same.
• RAILOFY is not responsible for any errors, omissions or representations on any of its pages, links or any linked website pages to the extent such information is updated or provided directly by the Service Providers or the advertisers.
• RAILOFY does not endorse any advertisers on its website, or any linked sites in any manner. The Users are requested to verify the accuracy of all information provided on the third-party web pages.
• The linked sites are not under the control of RAILOFY and hence RAILOFY is not responsible for the contents of any linked site(s) or any further links on such site(s), or any changes or updates to such sites. RAILOFY is providing these links to the Users only as a convenience.

RIGHT TO REFUSAL BY RAILOFY

• RAILOFY at its sole discretion reserves the right to not accept any booking without assigning any reason thereof.
• RAILOFY will not provide any service or share confirmed booking details till such time the complete consideration is received from the User.
• In addition to other remedies and recourse available to RAILOFY under this User Agreement or under applicable law, RAILOFY may limit the User's activity, warn other users of the User's actions, immediately suspend or terminate the User's registration, or refuse to provide the User with access to the Website if:
  • The User is in breach of this User Agreement; or
  • RAILOFY is unable to verify or authenticate any information provided by the User; or
  • RAILOFY believes that the User's actions may infringe on any third-party rights or breach any applicable law or otherwise result in any liability for the User, other users of RAILOFY, or RAILOFY itself.
• Once a User has been suspended or terminated, such User shall not register or attempt to register with RAILOFY with different credentials, or use the Website in any manner whatsoever until such User is reinstated by RAILOFY. RAILOFY may at any time in its sole discretion reinstate suspended users.
• If a User breaches this User Agreement, RAILOFY reserves the right to recover any amounts due to be paid by the User to RAILOFY, and to take appropriate legal action as it deems necessary.
• The User shall not write or send any content to RAILOFY which is, or communicate with RAILOFY using language or content which is:
  • abusive, threatening, offensive, defamatory, coercive, obscene, belligerent, glorifying violence, vulgar, sexually explicit, pornographic, illicit or otherwise objectionable;
  • contrary to any applicable law;
  • violates third parties' intellectual property rights;
  • a spam; or
  • in breach of any other part of these terms and conditions of use.
• If the User violates any of the aforesaid terms, RAILOFY shall be at liberty to take appropriate legal action against the User.

• User agrees that that the end service provider may refuse to provide the service(s), agreed to be provided to the User, for any booking made through RAILOFY with/without assigning any reasons or owing to reasons including but not limited to behavioural issues, public safety, health hazards, infectious diseases, government orders/notification etc. In such scenarios of refusal, the liability that may ensue shall solely vest with the end service provider as it is outside the purview of RAILOFY and the User agrees that any claim, refund or damages against such refusal shall lie solely against the end service provider and not RAILOFY.

• The User expressly undertakes to provide RAILOFY with correct and valid information while making use of the Website under this User Agreement, and not to make any misrepresentation of facts. Any default on part of the User would disentitle the User from availing the services from RAILOFY.
• In case RAILOFY discovers or has reasons to believe at any time during or after receiving a request for services from the User that the request for services is either unauthorized or the information provided by the User or any of the travelers is not correct or that any fact has been misrepresented by that User, RAILOFY shall be entitled to appropriate legal remedies against the User, including cancellation of the bookings, without any prior intimation to the User. In such an event, RAILOFY shall not be responsible or liable for any loss or damage that may be caused to the User or any other person in the booking, as a consequence of such cancellation of booking or services.
• If any judicial, quasi-judicial, investigation agency, government authority approaches RAILOFY to cancel any booking, RAILOFY will cancel the same without approaching the concerned User whose booking has been cancelled.
• The User shall not hold RAILOFY responsible for any loss or damage arising out of measures taken by RAILOFY for safeguarding its own interest and that of its genuine customers. This would also include RAILOFY denying or cancelling any bookings on account of suspected fraud transactions.

• RAILOFY's employees or authorized representatives will never contact a User asking for his/ her credit or debit card number, expiry date, CVV, net banking login, passwords, OTP etc. nor will they ever request for a fund transfer to a personal or an individual bank account. Further, they will also not ask a User to install any third-party applications that enable them to view a User's mobile or computer screen.
• Acting on any of these requests may make you a victim of fraud, and may potentially lead to loss of your valuable money or information.
• If you are ever asked for any of the aforesaid information, please report it immediately on support@railofy.com

• The User agrees to indemnify, defend and hold harmless RAILOFY, its affiliates and their respective officers, directors, lawful successors and assigns from and against any and all losses, liabilities, claims, damages, costs and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by such indemnified persons, that arise out of, result from, or may be payable by virtue of, any breach of any representation or warranty provided by the User, or non-performance of any covenant by the User.
• The User shall be solely liable for any breach of any country specific rules and regulations or general code of conduct and RAILOFY cannot be held responsible for the same.

• User agrees that due to recent outbreak of COVID-19 pandemic, which has been declared as a national disaster by the Government of India, there may be instances, where the end service provider either cancels the booking or refuses to provide the services, as agreed with the User, by assigning or not assigning any specific reason for such refusal. Refusal of service may be due to the reasons including but not limited to the User:
  • exhibiting any symptoms associated with COVID 19.
  • refusing to comply with safety advisories, like wearing protective gear, complying with social distancing norms etc.
  • suffering of any ailment making the User vulnerable to the virus
  • posing a threat to the health and safety of others
• In such cases RAILOFY will assume no liability for the refusal of service by the end service provider. The User also agrees that refund, if any, for such bookings will be processed by RAILOFY to the User subject to receipt of the same from the end service provider.
• User further understands that due to the outbreak of COVID-19, the Central Government through its ministries, State Governments and statutory bodies have/may come up with detailed set of guidelines or standard operating procedure (SOP) that a traveler will have to follow in order to undertake the travel.
• The User agrees to abide with all such guidelines/SOP while undertaking any travel. Failure to abide by such detailed set of guidelines/SOP, may lead to a situation where the service provider or any person authorized by the Central Government, State Government or statutory body may disallow the User to undertake the travel. In such circumstances, RAILOFY will not be held liable for such refusal to travel and refund, if any, shall be strictly as per the terms of the service provider.
• User understands that the Central Government, State Governments and various other bodies, may mandate downloading of Arogya Setu App or submitting a self- declaration form prior to entering a transit point like airport, railway station etc. or at the time of checking-in for a flight, into a hotel etc. Accordingly, the User must ensure downloading of Arogya Setu App on their smartphones or provide any other alternate such as self-declaration when demanded.
• User undertakes that all bookings are subject to certain minimum medical wellbeing criteria specified by the Govt. / appropriate authority from time to time. User should have no medical history of the COVID-19 virus 28 days before the date of scheduled travel, especially in case of inbound travel. In this regard the User may be required to furnish a medical proof or health declaration in a applicable format.

• RAILOFY acts as a Third Party Application Provider (TPAP) under UPI
• RAILOFY is a TPAP authorized by NPCI to facilitate payments through PSP Bank(s). For this purpose IDFC Bank, SBI Bank, Axis Bank shall act as the PSP. RAILOFY is a service provider participates in UPI through the PSP Bank.
• Through the agreement entered into between RAILOFY, IDFC/SBI/Axis and NPCI, RAILOFY shall facilitates grievances, complaints and provide resolution to the customers using our UPI application.
• RAILOFY shall act as the first point of contact for all UPI related grievances/ complaints for its UPI customers. In the event the complaint or grievance remains unresolved, the User may escalate the issue to ICICI Bank/IndusInd Bank, followed by the User’s bank (linked to the UPI account) and NPCI thereafter, in the same order. If the User is still dissatisfied, the User may approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.

Faqs

General terms pertaining to the use of UPI

Roles & Responsibilities of NPCI

• NPCI owns and operates the Unified Payments Interface (UPI) platform.
• NPCI prescribes rules, regulations, guidelines, and the respective roles, responsibilities and liabilities of the participants, with respect to UPI. This also includes transaction processing and settlement, dispute management and clearing cut-offs for settlement.
• NPCI approves the participation of Issuer Banks, PSP Banks, Third Party Application Providers (TPAP) and Prepaid Payment Instrument issuers (PPIs) in UPI
• NPCI provides a safe, secure and efficient UPI system and network.
• NPCI provides online transaction routing, processing and settlement services to members participating in UPI.
• NPCI can, either directly or through a third party, conduct audit on UPI participants and call for data, information and records, in relation to their participation in UPI.
• NPCI provides the banks participating in UPI access to system where they can download reports, raise chargebacks, update the status of UPI transactions etc.

Roles & responsibilities of PSP Bank

• PSP Bank is a member of UPI and connects to the UPI platform for availing UPI payment facility and providing the same to the TPAP which in turn enables the end-user customers / merchants to make and accept UPI payments.
• PSP Bank, either through its own app or TPAP’s app, on-boards and registers the end-user customers on UPI and links their bank accounts to their respective UPI ID.
• PSP Bank is responsible for authentication of the end-user customer at the time of registration of such customer, either through its own app or TPAP’s app
• PSP Bank engages and on-boards the TPAPs to make the TPAP’s UPI app available to the end-user customers.
• PSP Bank must ensure that TPAP and its systems are adequately secure to function on UPI platform.
• PSP Bank is responsible to ensure that UPI app and systems of TPAP are audited to safeguard security and integrity of the data and information of the end-user customer including UPI transaction data as well as UPI app security.
• PSP Bank has to store all the payments data including UPI Transaction Data collected for the purpose of facilitating UPI transactions, only in India.
• PSP Bank is responsible to give all UPI customers an option to choose any bank account from the list of Banks available on UPI platform for linking with the customer’s UPI ID.
• PSP Bank is responsible to put in place a grievance redressal mechanism for resolving complaints and disputes raised by the end-user customer.

Roles & responsibilities of TPAP

• TPAP is a service provider and participates in UPI through PSP Bank
• TPAP is responsible to comply with all the requirements prescribed by PSP Bank and NPCI in relation to TPAP’s participation in UPI.
• TPAP is responsible to ensure that its systems are adequately secure to function on the UPI platform.
• TPAP is responsible to comply with all applicable laws, rules, regulations and guidelines etc. prescribed by any statutory or regulatory authority in relation to UPI and TPAP’s participation on the UPI platform including all circulars and guidelines issued by NPCI in this regard.
• TPAP has to store all the payments data including UPI Transaction Data collected by TPAP for the purpose of facilitating UPI transactions, only in India.
• TPAP is responsible to facilitate RBI, NPCI and other agencies nominated by RBI/ NPCI, to access the data, information, systems of TPAP related to UPI and carry out audits of TPAP, as and when required by RBI and NPCI
• TPAP shall facilitate the end-user customer with an option to raise grievance through the TPAP’s grievance redressal facility made available through TPAP’s UPI app or website and such other channels as may be deemed appropriate by the TPAP like email, messaging platform, IVR etc.

Dispute Redressal Mechanism

• Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app / TPAP app/NPCI using the following links:
  https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
• End-user customer can select the relevant UPI transaction and raise a complaint in relation thereto
• A complaint shall be first raised with the relevant TPAP in respect to all UPI related grievances / complaints of the end-user customers on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app). In case the complaint / grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in the same order. After exercising these options, the end-user customer can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
• The complaint can be raised for both the types of transactions i.e. fund transfer and merchant transactions
• The end-user customer shall be kept communicated by the PSP / TPAP by means of updating the status of such end-user customer’s complaint on the relevant app itself.

• SEVERABILITY: If any provision of this User Agreement is determined to be invalid or unenforceable in whole or in part, such invalidity or unenforceability shall attach only to such provision or part of such provision and the remaining part of such provision and all other provisions of this User Agreement shall continue to be in full force and effect.
• JURISDICTION: This Agreement is subject to interpretation as per the laws of India, and the parties shall refer any unresolved disputes to the exclusive jurisdiction of courts in Delhi.
• AMENDMENT TO THE USER AGREEMENT: RAILOFY reserves the right to change the User Agreement from time to time. The User is responsible for regularly reviewing the User Agreement.
• CONFIDENTIALITY: Any information which is specifically mentioned by RAILOFY as confidential shall be maintained confidentially by the User and shall not be disclosed unless as required by law or to serve the purpose of this User Agreement and the obligations of both the parties herein.
• FEEDBACK FROM CUSTOMER: RAILOFY would like to know the feedback of the Users for improving its services. The User hereby authorizes RAILOFY to contact the User for their feedback on various services offered by RAILOFY. Such feedback may be collected through emails, telephone calls, SMS or any other medium from time to time. In case the User chooses not to be contacted, such User shall write to RAILOFY for specific exclusion at support@railofy.com
• PRIVACY POLICY: User shall also refer to RAILOFY's Privacy Policy available on RAILOFY's website which governs use of the Websites. By using the Website, User agrees to the terms of the Privacy Policy and accordingly consents to the use of the User’s personal information by RAILOFY and its affiliates in accordance with the terms of the Privacy Policy.
• GRIEVANCE REDRESSAL: RAILOFY strongly believes in resolving the issues raised by the User(s). In the event if user feels that it’s concern has not been resolved to it’s satisfaction, User may contact our grievance officer, who shall endeavour to redress the concern within 30 days from the date of escalation. User(s) are advised to escalate to the grievance officer only when they have already raised their complaint which has not been resolved to their satisfaction, or their concern has not been resolved within 30 days from the date of ticket generation. User(s) will be required to share their booking reference number and the ticket ID generated for their complaint, for any escalations to the Grievance Officer.
• In compliance of the Information Technology Act, 2000 and rules made thereunder and also in compliance of the Consumer Protection (E-Commerce) Rules, 2020 the name and contact details of the Grievance Officer are herein as under: