RANAPAY INDIA PRIVATE LIMITED

These Terms & Conditions establish the general rules governing the purchase, receipt, activation, use, redemption, refund, cancellation, expiry and support of gift cards, gift vouchers and virtual gift products offered through RanaPay, subject to the specific product terms displayed at the time of purchase.

RanaPay may provide technology, distribution, facilitation or related services for products issued, processed or supported by an authorised PPI issuer, bank, merchant, brand or other partner. The applicable product page, voucher or transaction confirmation shall identify the relevant issuer/partner where required.

RanaPay shall not represent itself as the issuer of a regulated PPI unless it is separately authorised to act as such.

Purchase, receipt, activation or use of a gift card or voucher constitutes acceptance of these Terms and the specific terms applicable to the relevant product, except where applicable law provides otherwise.

Each product may have specific conditions relating to denomination, validity, eligible merchants, redemption channels, usage restrictions, transaction limits, refundability and other conditions. The specific product terms shall prevail over general provisions where they differ.

• Orders are subject to successful payment and applicable transaction validation.
• RanaPay or the relevant partner may decline or cancel an order where required for security, fraud prevention, compliance or operational reasons.
• Customers should retain the order/transaction reference for support.

For virtual products, delivery may be made through approved digital channels such as email, SMS, application or other designated methods. A product shall be considered issued/activated only according to the applicable product process.

Where activation is required, the card/voucher shall become usable only after successful activation. Customers should not share activation codes or credentials with unauthorised persons.

• Redemption is subject to the applicable merchant/brand/product rules.
• A voucher may be accepted only through designated channels.
• A voucher cannot normally be redeemed more than once unless the product specifically permits multiple use.
• Expired, blocked, cancelled or already-redeemed products may not be accepted.

The validity period shall be displayed or otherwise communicated for the relevant product. Customers are responsible for using the product before expiry unless applicable law or product terms provide otherwise.

Unless expressly permitted, gift cards and vouchers should not be resold, commercially distributed or used in a manner that violates product terms. RanaPay or the relevant partner may restrict transactions associated with suspected unauthorised resale or abuse.

Customers must protect gift-card numbers, PINs, codes, OTPs and other credentials. Where a code is lost, stolen or compromised, support may be contacted promptly. Recovery or replacement is subject to the applicable product, technical feasibility, evidence and partner rules.

RanaPay and/or the relevant partner may suspend, block, cancel or investigate a product or transaction where fraud, misuse, unauthorised access, payment abuse or other prohibited activity is suspected, subject to applicable law.

Refund and cancellation eligibility shall depend on the specific product terms, transaction status, partner rules and applicable law. Requests shall be processed according to the Refund, Cancellation & Chargeback Policy.

Payment disputes and chargebacks shall be handled through the applicable payment provider, issuer or partner process. Customers may be asked to provide transaction details and supporting information.

Customers should report suspected unauthorised purchase, activation or redemption promptly through the designated support channel. The report may be investigated under the Unauthorised Transaction Policy and applicable partner procedures.

Customers may raise service complaints or disputes through the designated customer-support/grievance channel. Complaints shall be handled according to the Customer Grievance Redressal Policy.

• Fraudulent or deceptive activity
• Unauthorised resale or misuse
• Use involving stolen payment credentials
• Circumvention of product controls
• Use contrary to applicable law
• Any use prohibited by the relevant merchant/brand or issuer

• Provide accurate information where required.
• Protect voucher codes and credentials.
• Review product terms before purchase/use.
• Use the product only through authorised channels.
• Report suspected fraud or unauthorised activity promptly.
• Retain transaction references and relevant proof.

Some products may be subject to additional terms imposed by the issuer, bank, merchant, brand or other partner. Such terms shall be disclosed where applicable and shall apply to the relevant product.

RanaPay and its partners may experience maintenance, outages, network failures or other operational issues. Reasonable efforts shall be made to restore services, subject to technical and partner dependencies.

RanaPay's responsibility shall be determined by its actual role, applicable law and contractual arrangements. Where a product is issued, processed or redeemed by a third-party regulated entity, merchant or brand, matters within that entity's responsibility may be handled by the relevant entity.

Customer information shall be handled in accordance with applicable law and RanaPay's Data Protection, Privacy & Retention Policy. Information may be shared with relevant partners where necessary for issuance, processing, fraud prevention, support, settlement or legal compliance.

RanaPay may take reasonable security measures, including temporary restrictions, verification requests, suspension or referral to the relevant partner, where necessary to protect customers, partners or systems.

RanaPay may update these general terms from time to time. Product-specific terms applicable to an already completed transaction shall be handled according to the terms applicable to that transaction and applicable law.

These Terms shall be governed by applicable laws of India. Subject to mandatory legal requirements and applicable dispute-resolution arrangements, matters may be subject to the jurisdiction of competent courts/authorities in Lucknow, Uttar Pradesh.

Nothing in these Terms is intended to exclude or limit a mandatory right, protection, regulatory requirement or remedy available to a customer under applicable law.

Transaction, support, refund, dispute, fraud and other relevant records shall be maintained according to applicable law, partner requirements and RanaPay's record-retention framework.

The current customer-support and grievance contact details shall be published on the applicable RanaPay website/product page and updated when changed.

These Terms shall be reviewed at least annually and whenever there is a material change in law, product structure, partner arrangement, customer journey or risk profile.