Terms & Conditions of TPAPs

What is NPCI?

NPCI is an authorized payment system operator by RBI. NPCI owns and operates UPI payment system.

What is PSP bank?

PSP is the banking company authorized to act as a Payment Service Provider (PSP) under the UPI framework. PSP engages the TPAP to provide UPI services to the end-user customers.

What is TPAPs?

Third Party Application Provider (TPAP) is an entity that provides the UPI compliant app(s) to the end-user customers to facilitate UPI based payment transactions.

What is Customer's Bank?

The Bank where the end-user customer maintains his/her account that has been linked for the purpose of debiting/crediting the payment transactions made through UPI.

Who is End User Customer?

The end-user customer is the individual who uses UPI payment facility to send and receive payments.

We hereby confirm that:

  1. We Vistas Technolabs Private Limited are a TPAP authorized by NPCI to facilitate payments through PSP Bank(s) namely RBL Bank. We are a service provider and we participate in UPI through the PSP Bank.
  2. We are bound by the tripartite agreement entered with the sponsor PSP Bank RBL Bank (name of the PSP bank(s) to be added) and NPCI. We are responsible for facilitating grievances / complaints resolution of the customers on-boarded on our UPI application.
  3. We shall be the first point of contact for all UPI related grievances/complaints for customers on-boarded by us. In case the complaint/grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where you maintain the account) and NPCI in the same order. After exercising these options you can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.

Roles & Responsibilities of NPCI

a)

NPCI owns and operates the Unified Payments Interface (UPI) platform

b)

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

c)

NPCI approves the participation of Issuer Banks, PSP Banks, Third Party Application Providers (TPAP) and Prepaid Payment Instrument issuers (PPIs) in UPI

d)

NPCI provides a safe, secure and efficient UPI system and network

e)

NPCI provides online transaction routing, processing and settlement services to members participating in UPI

f)

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

g)

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

a)

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

b)

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.

c)

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

d)

PSP Bank engages and on-boards the TPAPs to make the TPAP's UPI app available to the end-user customers

e)

PSP Bank has to ensure that TPAP and its systems are adequately secure to function on UPI platform

Roles & responsibilities of PSP Bank

a)

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

b)

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.

c)

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

d)

PSP Bank engages and on-boards the TPAPs to make the TPAP's UPI app available to the end-user customers

e)

PSP Bank has to ensure that TPAP and its systems are adequately secure to function on UPI platform

Dispute Redressal Mechanism

1.

Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app / TPAP app.

2.

End-user customer can select the relevant UPI transaction and raise a complaint in relation thereto

3.

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.