TERMS & CONDITIONS

This document lays out the “Terms and Conditions”, which shall be applicable to all
transactions initiated by the Customer vide the Unified Payments Interface, as defined
herein below, through Punjab National Bank , for the purpose of transfer of funds and
any other services added afterwards.

Before usage of the “Unified Payments Interface”, all Customer(s) are advised to
carefully read and understand these Terms and Conditions. Usage of the Unified
Payment Interface by the Customer(s) shall be construed as deemed acceptance of
these Terms and Conditions, mentioned herein below.

1. DEFINITIONS:

1.1 “THE BANK” refers to Punjab National Bank, a body corporate constituted in India
under the Banking Companies (Acquisition and Transfer of Undertakings) Act No. 5 of
1970 and having its Head Office at 7, Bhikhaiji Cama Place, New Delhi 110066 and
includes its successors and assigns.

1.2 “NPCI” shall mean National Payments Corporation of India, a company

incorporated in India under Section 25 of the Companies Act, 1956 and having its
registered office at 1001A, B wing 10th Floor, The Capital, Plot 70, Block G, Bandra-
Kurla Complex, Bandra (East), Mumbai - 400 051, and acting as the settlement,
clearing house, regulating agency for UPI services with the core objective of
consolidating and integrating the multiple payment systems with varying service levels
into nation-wide uniform and standard business process for all retail payment systems;

1.3 “UPI Services” shall mean Unified Payments Interface, a multi-platform operable
payment network solution which is being provided by NPCI for the purpose of inter-bank
transfer of funds i.e., pay someone (push) or collect from someone (pull) pursuant to the
rules, regulations and guidelines issued by NPCI, Reserve Bank of India and the Bank,
from time to time;

1.4 “UPI Application” shall mean the PNB‟s Unified Payments Interface Application
downloaded by the user to his/her mobile phone.

1.5 “Payment Service Provider or PSP” shall mean entities which are allowed to
issue virtual addresses to theUsers and provide payment (credit/debit) services to
individuals or entities and regulated by the Reserve Bank of India, in accordance
with the Payments and Settlement Systems Act, 2007.

1.6 “User” shall mean an individual / entity who is a holder of a Bank account who has
downloaded Bank‟s UPI Application, wishes to register with Bank‟s UPI Application
by accepting the terms and conditions and avails the UPI Facility.
1.7 “Virtual Payment address (VPA)” – is a payment identifier for sending/collecting
money. VPAs are aliases to Account No. & IFSC. This enables the user to complete a
transaction without having to enter the account credentials of the beneficiary.
1.8 “Account” shall mean Savings and/or Current/Overdraft account held in individual
capacity at present at the bank which has been enabled for UPI. The term “Accounts‟
also including Prepaid Instrument accounts i.e. wallet accounts.

1.9 “User’s Mobile Number” Shall mean the specific Mobile Phone Number registered
by the user with Bank(s) where he / she is holding the accounts and that has been used
by the User to register for the UPI Facility.

1.10 “MPIN” Shall mean the Mobile Personal Identification Number created by the user
for authenticating the services provided under UPI.

1.11 “Registration”. The User agrees that he/she shall be entitled to use the UPI
Service by downloading Bank‟s UPI Application provided that /his/her Mobile Phone is
found in order to technologically support the UPI Application and the relevant particulars
are registered with the Bank.

1.12 “AADHAR Number” Shall mean the Unique identity number issued by Unique
Identification Authority of India (UIDAI).

1.13 “Authentication Credentials” shall mean password, biometrics, PIN etc., as

created by the user or provided by the Bank from time to time, which shall be required
by the Customer for completion of the transfer of funds through UPI;

1.14 "Beneficiary Bank" shall mean the Bank holding a bank account of the Receiver
where the credit of the UPI instruction is received from the Payer to be executed either
in real time basis or periodically with a settlement process.

1.15 "Remitter Bank" shall mean a bank holding a bank account of the Payer where
the Debit of the UPI instruction is received from the Payer to be executed on real time
basis.

1.16 “Merchant” shall mean a merchant established under the prevalent law and has
an agreement with Master Merchant to accept payment through UPI Services towards
the sale of products or services to its customers.

1.17 “Authorization/Authorized Transactions” means the process by which Bank

approves a Transaction as stipulated by competent authorities/ 3rd parties, from time to
time.

1.18 “Chargeback” shall mean approved and settled UPI transactions which are at any
time refused, debited or charged back to Merchant’s account by the Issuer, Acquiring
Bank or NPCI for any reason whatsoever, together with Bank fees, penalties and other
charges incidental thereto.
1.19 “Payer” shall mean any person holding a banking account and who desires to pay
money to the Receiver for purchase of goods or services online using the UPI Services,
being offered by the Merchant on its website or mobile application thereto.

1.20 “Receiver" shall mean any person or the Merchant holding a banking account,
who are desirous to receive payments from the Payer over the internet using the UPI
Services. In case the Payer is customer of the Merchant and is paying money to the
Merchant for purchase or utilization of goods and services from the Merchant, the
Merchant shall be the Receiver.

1.21 “Customers” shall be used to collectively refer to Payer(s) and Receiver(s) using
UPI services on Merchant Platform for initiating and executing UPI transactions.

1.22 “Amount" shall mean the payment amount in question which is required to be
transferred from the Payer to the Receiver via the Merchant as a part of the UPI
Transaction.

1.23 “Merchant Account” shall mean Bank account of the Merchant maintained with
Bank for collecting Fees, charges and other levies. In case the Merchant intends to use
this Merchant Account to settle UPI transactions, for which the Merchant is the
Receiver, then the Merchant Account shall also be used for settlement of transactions
using UPI Services.

1.24 “Service Providers" means banks, financial institutions and software providers
who are in the business of providing information technology services, including but not
limited to, internet based electronic commerce, internet payment gateway and electronic
software distribution services and who have an arrangement with Bank or with NPCI to
enable use of UPI Software developed by them to route UPI Transactions.

1.25 ”Commission” means the commission, fees, charges or levies payable to Bank ,
for facilitating a Transaction.

1.26 “Transaction” shall mean every payment instruction that results in a debit to the
Payer’s Account and a corresponding credit to the Receiver’s Account.

1.27 “Merchant Platform” shall mean the website/mobile with the domain name or
Application name and which is established by the Merchant Platform for the purposes of
enabling Payers and Receivers to carry out Transactions.

2. Applicability of Terms and Conditions:

By using UPI Facility, the user thereby agrees to these Terms and Conditions form the
contract between the User and Punjab National Bank. UPI facility shall be governed by
such terms and conditions as amended by Bank from time to time. These terms and
conditions and shall be in addition to and not in derogation of the Terms and Conditions
relating to any account of the User and / or the respective product or the service
provided by Bank unless otherwise specifically stated.

3. General Business Rules Governing Unified Payment Interface (UPI) Facility:

The following Business rules will apply for UPI:

3.1 The facility will be available to users having satisfactorily running Savings/
Current/Overdraft account (at individual capacity) with the Bank.

3.2 UPI Facility shall be available to users who have registered for the facility as per the
discretion of Banks, NPCI and RBI.

3.3 The daily upper ceiling per customer shall be Rs. 1,00,000/- for funds transfer within
India.

3.4 Entering the wrong login password thrice will block the application & unblock as per
the procedure laid down.

3.5 Entering the wrong MPIN thrice will block the UPI facility for the day and three such
consecutive blockages will de-activate the customer from the facility and the customer
should re register for the facility as per the procedure laid down for the same. Any
change in the business rules of any of the processes will be notified on Bank's website
www.pnbindia.in which will be construed as sufficient notice to the customer. No
separate notice or information shall be sent to the customer individually or
collectively.Bank shall not be liable for any losses occur there in.

3.6 The Bank may suspend the registration of any user if the facility has not been
accessed by the user for 180 days or more.

3.7 Bank shall endeavor to provide to the user through UPI Application, such services
as it may decide from time to time. Bank reserves the right to decide the type of
services, which category of user shall be offered on each account type and may differ
from category to category.

3.8 Bank may also make additions /deletions to the services offered through UPI
Application at its sole discretion.

3.9 Once a Virtual address is deleted by the user, the user will not be allowed to create
the same virtual address for the next 2 years from the date of such deletion.

3.10 There will be no obligation on Bank to support all the versions of existing Mobile
Phone operating Systems and new versions of mobile phone Operating Systems as and
when those are released. Bank can withdraw support to existing version of operating
system without prior notice to users.
3.11 The User agrees that he/she shall use only his/her Mobile Phone to access the
UPI application offered by Bank. The access is restricted to him/her on the specific
Mobile Phone Number only as registered with the Bank(s) for UPI service.

3.12 The user is responsible for the correctness of information supplied to Bank through
the use of or through any other means such as electronic mail or written
communication. Bank does not accept any liability for the consequences arising out of
erroneous information supplied by the user.

3.13 The user agrees to use single mobile phone for accessing the services under UPI.
Change of mobile phone shall be properly re-registered according to application
requirement.

3.14 User agrees that dispute resolution shall be as per the guidelines issued by NPCI
from time to time.

4. Usage of Facility:

By accepting the terms and conditions on the mobile phone while registering for
the UPI facility, the User:

4.1 Agrees to use UPI Facility for financial and non-financial transactions offered by
Bank from time to time and irrevocably authorizes the respective Bank to debit the Bank
Accounts which have been registered for UPI Facility for all transactions/services
undertaken.

4.2 Authorizes Bank to map the account number and mobile number for the smooth
operation of the facility offered by Bank and to preserve the mapping record in its own
server or server of any other third party and to use such data at its discretion for
providing/enhancing further banking/ technology products that it may offer.

4.3 Agrees that he/ she is aware and accepts that facility offered by Bank will enable
him/her to transact using MPIN/ Or biometric authentication and will be deemed as
bonafide transaction.

4.4 Agrees that the transactions originated using mobile phones are non retractable as
these are on instantaneous/real time basis.

4.5 Agrees to acquaint himself/herself with the process for using the facility and validly
registered in his/her name only with the Mobile Service Provider licensed with the
Department of Telecommunications (DoT), Government of India and undertakes to use
the facility only through mobile number which has been used to register for the Facility.

4.6 Agrees that Bank is authenticating the User by using Mobile Number, Mobile Phone,
MPIN and/or can introduce other advanced authentication mechanism such as Finger
print authentication etc in future which is acceptable and binding to the user and Hence
the user is solely responsible for maintenance of the secrecy & confidentiality of the
MPIN and unauthorized usage of his/her mobile phone, without any liability to Bank.

4.7 Confirms that notwithstanding anything mentioned herein, in no event shall Bank be
liable to the user or any other third party affected by the Transaction for loss of profits or
revenues, indirect, consequential or similar damages arising out of or in connection with
the Transaction, materials, information technology services or assistance provided
under this Terms & Conditions.

4.8 The User undertakes to execute such other documents and writings in addition to
the instructions for activating, initiating or making transfer of funds via UPI facility, in a
form and manner as required by Bank, from time to time.

4.9 The User understands that the transaction may be rejected or cancelled in case the
instructions and/or any Authentication Credentials or any details, documents or
information provided by the User are false or not in accordance with the conditions
stipulated by Bank or the Reserve Bank of India or the Beneficiary bank or the remitter
Bank.

4.10 The User also understands that the transaction may also be cancelled/rejected due
to any of the reasons like "the designated account of beneficiary not being maintained
by the Beneficiary bank” or an attachment order having been passed on the designated
Beneficiary account by a competent authority/Court/Tribunal/Regulator or details
pertaining to the Beneficiary/Beneficiary account details recorded with the Beneficiary
bank does not match or any other reasons.

4.11 The User ensures and confirms that upon completion of the transaction initiated by
the User, i.e., receipt of fund by the recipient maintained with the Beneficiary Bank,
Bank will be entitled to charge such fees, cost and charges, as specified by
Bank/NPCI, from time to time.

4.12 The User acknowledges and understands that the completion of transactions for
transfer of funds based on the User's instruction shall involve various Counterparties
(especially in the case of collect transaction). The User confirms that Bank shall not be
held liable or responsible for any delays/deficiencies in settlement of a transaction due
to system constraints, actions of 3rd parties or any other circumstances outside the
control of Bank.

4.13 The User understands that the provision of UPI is subject to Indian laws and the
guidelines and regulations issued from time to time by the Bank, NPCI or Reserve Bank
of India in this behalf.

4.14 The User agrees and confirms that Bank reserves the rights to call for logs,
proofs/evidence, User details or documents at any time on account of audit,
compliance, regulatory or legal requirements if necessary.
4.15 The User agrees and confirms that the Minimum and Maximum amount Stipulated
for UPI may be stipulated by Bank in accordance with the Guidelines set By NPCI or
RBI, from time to time. However, at present the maximum stipulated limit is mentioned
in point No. 3.3 above.

4.16 In a collect request transaction (PULL transaction), the User/merchant agrees and
understands that it is subject to the approval and expiry period defined by the
User/merchant at the time of making such requests to the remitter.

4.17 Agrees that dispute resolution shall be as per the guidelines issued by bank or
NPCI from time to time.

5 . Liability of the User:

5.1. The user shall be responsible for each transaction initiated under his/her registered
UPI Application. The user shall be liable for the losses arising out of any unauthorized
transactions occurring through his/her accounts.

5.2. The user has to immediately bring in to the notice of Bank in case he/she suspects
that his / her Mobile number is / has been allotted to another person, or blocked and/or
notices unauthorized transactions in his / her accounts; user has to make sure that the
facility is deregistered for his / her mobile no.

5.3. The user agrees that the access to Bank‟s UPI Application through his/her Mobile
Phone and any transaction, which originates from the same, whether initiated by
him/her or not, shall be deemed to have originated from the respective user.

5.4. The user understands that in the event of loss of his/her Mobile Phone / SIM Card
or it falling in the wrong hands or occurrence of any such similar events, it can be
misused. The user indemnifies Bank for any such misuse arising out of the same and
similar occurrences. The user shall not hold Bank responsible for any loss that the user
may suffer in these circumstances.

6. Liability of Bank:

6.1 Bank shall, in no circumstances, be held liable to the user, if access is not available
in the desired manner for reasons including but not limited to natural calamities,
floods, fire and other natural disasters, legal restraints.

6.2 Bank shall, in no circumstances, be held liable to the user, if there are faults,
imperfection or deficiency in the telecommunication network or any other reason
beyond the control of Bank.

6.3 Bank does not hold out any warranty and makes no representation about the quality
of the UPI Facility.Under no circumstances shall Bank be liable for any damages
whatsoever whether such damages are direct, indirect, incidental, consequential and
 irrespective of whether any claim is based on loss of revenue, investment,
production, goodwill, profit, interruption of business, wrong beneficiary credentials,
wrong credits or any other loss of any character or nature whatsoever and whether
sustained by the User or any other person. Bank expressly disclaims all warranties
of any kind, whether express or implied or statutory, including, but not limited to the
implied warranties of merchantability, fitness for a particular purpose, data accuracy
and completeness, and any warranties relating to non-infringement in the UPI
Facility.

6.4 Bank shall, in no circumstances, be held liable to the user for other Bank services.

7. Termination of UPI Service :

The user understands and agrees that he/she will remain responsible for any
transactions made on UPI through Bank’s UPI application until the termination of the
Service. The user shall be liable for all the transactions occurred prior to the termination
of service. Similarly Bank may suspend or terminate UPI Services without prior notice if
the user has breached the Terms and Conditions or if Bank notices some errors /
omissions / fraudulent transactions related to the user’s accounts or User.

The facility may be suspended due to maintenance or repair work or any breakdown in
the Network/Hardware/ Software for UPI Facility, any emergency or for security reasons
without prior notice and bank shall not be responsible for any losses/damages to the
Users.

8. Miscellaneous:
8.1 The User shall be solely responsible for any error made while using the facility
unless contrary is proved.

8.2 The user shall keep the LOGIN PASSWORD and MPIN confidential and will not
disclose these to any other person or will not record them in a way that would
compromise the security of the facility. User acknowledges that the LOGIN
PASSWORD and MPIN are known to the user only.

8.3 It will be the responsibility of the User to notify his/her Bank immediately if he/ she
suspect the misuse of the LOGIN PASSWORD/MPIN. He will also immediately
initiate the necessary steps to change his MPIN.

8.4 The user shall be liable and responsible for all legal compliance and adherence of all
commercial terms and conditions in respect of the mobile connection/SIM
card/mobile phone through which the facility is availed and Bank does not accept/
acknowledge any responsibility in this regard.

8.5 The Bank reserves the right to add/remove the facilities offered to the User at its
sole discretion.
8.6 The instructions of the User shall be effected only after authentication under his/her
MPIN/Password or through the biometric authentication.

8.7 The User understands that the Bank shall not process the transactional request sent
by the User in case of any discrepancy in AADHAAR Number/Virtual Payment
Address and same will not be executed.

8.8 Bank shall not be responsible for the delay/ failure in carrying out the transactions
due to any reasons whatsoever including failure of operational system or any other
unforeseeable reasons which is beyond the control of the Bank.

8.9 The User expressly authorizes Bank to access his/her account Information required
for offering the services under the facility and also to share the information regarding
his/ her accounts with NPCI/any other third party as may be required to provide the
services under the Facility.

8.10 The transactional details, including the transaction time will be recorded and
retained by Bank and these records will be regarded as conclusive proof of the
authenticity and accuracy of transactions. Bank may store such transactional
details for a period which may deem fit for the Bank.

8.11 The User hereby authorizes Bank or its agents to send notifications, promotional
materials including the products of the Bank, greetings etc.

8.12 The Bank shall make all reasonable efforts to ensure the User information to be
kept confidential however it shall not be responsible for any inadvertent divulgence
or leakage of confidential User information for reasons beyond its control or by
action of any third party.

8.13 The User expressly authorizes the Bank to carry out all requests/ transactions
purporting to have been received from his/ her mobile phone and authenticated with his/
her MPIN,Password and/or biometric authentication. In the case the case of funds
transfer facilities the User shall be deemed to have expressly authorized the Bank to
make the payment when a request is received from his/ her mobile phone.

8.14 The Bank shall not be responsible for any additional charges/fees levied by the
Telecom service provider during the course of availing the UPI Facility.

9. Responsibilities and obligations of the User :

9.1 The User shall be responsible for all transactions, including fraudulent/erroneous
transactions using the UPI facility through the use of his/her mobile phone, MPIN,
password/biometric authentication regardless of whether such transactions are in fact
entered into or authorized by him/ her. The User shall be solely responsible for the
loss/damage, if
any suffered.
9.2 The User shall use the UPI facility only by following the security credential in
accordance with the prescribed norms as laid down by Bank from time to time.

9.3 The User shall keep the security keys confidential and shall not divulge/tamper the
same and Bank shall not be liable for such instances in any manner.

9.4 The User accepts that any valid transaction originating/receiving from/by the
registered mobile phone number shall be assumed to have been initiated/accepted by
the User and any transaction authorized by the MPIN/password/biometric authentication
is duly and legally authorized by the User.

9.5 The User shall be liable for any loss on breach of the Terms and Conditions
contained herein or contributed or caused loss by negligent actions.

10. Disclaimer

Bank, when acting in good faith, shall be absolved of all or any liability in case:

10.1 The Bank is unable to receive or execute any of the requests from the User or
there is loss of information during processing or transmission or any unauthorized
access by any other person or breach of confidentiality or due to reasons beyond the
control of the Bank.

10.2 There is any kind of loss, direct or indirect, incurred by the User or any other
person due to any failure or lapse in the facility which are beyond the control of the
Bank.

10.3 There is any failure or delay in transmitting of information or there is any error or
inaccuracy of information or any other consequence arising from any cause beyond
the control of the Bank which may include technology failure, network failure,
mechanical breakdown, power disruption, force majeure, etc.

10.4 The Bank, its employees, agent or contractors, NPCI shall not be liable for and in
respect of any loss or damage whether direct, indirect or consequential, including but
not limited to loss of revenue, profit, business, contracts, anticipated savings or
goodwill, whether foreseeable or not, suffered by the User or any other person
howsoever arising from or relating to any delay, interruption, suspension, resolution or
error of the Bank in receiving and processing the request and in formulating and
returning responses or any failure, delay, interruption, suspension, restriction, or error in
transmission of any information to and from the mobile phone of the User and the
network of any service provider and the Bank's system or any breakdown, interruption,
suspension or failure of the mobile phone of the User, the Bank's/NPCI‟s system.

11. Indemnity:
In consideration of Bank providing these facilities, the User agrees to indemnify and
hold the Bank, its directors & employees, representatives, agents & its affiliates
harmless against all actions, suits, claims, demands proceedings, loss, damages, costs
(including attorney fees), charges and expenses which the Bank may at any time incur,
sustain, suffer or be put to as a consequence of or arising out of or in connection with
any services provided to the User pursuant hereto. The User shall indemnify the Bank,
its directors & employees, representatives, agents & its affiliates for unauthorized
access by any third party to any information/instructions/triggers given/received by the
User or breach of confidentiality.

12. Governing Law & Jurisdiction:

The laws of India shall govern these terms and conditions and/or the operations in
the Account(s) maintained with Bank. Any legal action or proceedings arising out of
these Terms shall be brought under the exclusive jurisdiction of the courts or
tribunals/forums located in New Delhi, India only.

These terms & Conditions are subject to periodic updation. The User understands
that Bank may amend the above terms and conditions at any time without any
notice or assigning any reason whatsoever and such amended Terms and
Conditions will thereupon apply to and be binding on the User and same will be
published in our website i.e., https://www.pnbindia.in/ .