LivQuik Technology (India) Private Limited having its registered office at C-15,Sriram Nivas, 1st Floor, Secretariat Colony, Thiruvalluvar Nagar, Alandur, Chennai, Tamil Nadu, India - 600 016. LivQuik is an RBI authorized PPI issuer and prepaid instruments marketed by KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITED, are issued by LivQuik and detailed terms and condition for the prepaid instruments are available at livquik.com/ppi/terms-and-conditions/
Undertaking your KYC: You authorize LivQuik (and any third party appointed by LivQuik) to facilitate your KYC process as may be required from time to time. This may include asking you for the documentation required under law as well as additional information or verifying your information against third party databases or other sources. If you refuse to complete the KYC requirements stipulated under law, we may need to deny or limit your use of the Services. The collection, verification, audit and maintenance of the correct and updated information about you is a continuous process, so we reserve the right at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements.
All the transaction disputes related to network shall be governed as per network guidelines by the PPI Issuer. The PPI Issuer will be the sole arbitrator in these disputes between the PPI holder and the merchant.
As PPI user issued by LivQuik it is your responsibility to visit LivQuik's Website on a regular basis to obtain the latest updates on policies for LivQuik.
Refer below links to access LivQuik policies
Hitch ("the Company" or "Hitch") is a 'Company' incorporated under the 'Companies Act, 1956' and has its registered office in Chennai. The Reserve Bank of India ("RBI") has allowed the Company to issue Prepaid Payment Instruments ("PPI") in accordance with the RBI's Master Directions on PPIs ("PPI Master Directions"). The PPI Master Directions require the Company to develop and publicize a Board-approved 'Customer Grievance Redressal policy' to protect the customer's interests. Furthermore, the PPI Master Directions and related Guidelines require the Company to establish a Nodal Grievance Redressal Officer and include sections on reporting improper PPI transactions and specifying the scope of the customer's liabilities
Hitch PPI product centers around the issue of digital wallets, which are marketed under the brand name 'Hitch'. The wallet serves as an alternative to cash-based transactions and is widely employed in numerous sectors of society. The company focuses a high priority on achieving first-time resolution and establishing customer trust and confidence. Furthermore, Hitch provides frequent training to its personnel to guarantee that consumer inquiries and complaints are handled appropriately.
In light of the foregoing, the Company has developed a consolidated Grievance Redressal Policy ("the Policy") with the agreement of its Board of Directors ("Board") for its PPI-based products and services. The company has made this policy available to all users via its mobile app, products, and website.
Some important definitions for the Policy's purposes are as follows: An individual or organization that uses the PPI wallet-based products and services provided by the company is referred to as a "customer," "complainant," or "user".
An individual or organization that uses the PPI wallet-based products and services provided by the company is referred to as a "customer," "complainant," or "user".
Grievances or complaints may also be filed regarding improper behavior, acts of commission or omission, however comments or explanations will not be regarded as grievances or complaints. The term "Nodal Officer" describes the person designated by the business to handle customer complaints and grievances and make sure they are resolved in line with the escalation matrix, Turn-Around-Time (TAT), and the established procedure.
"Product," "Hitch", "Wallet" or "Card" all refer to the PPI wallet that the company sells under the name "Hitch". Transactions that debit the customer's account without the customer's authorization are referred to as "unauthorized transactions".
Transactions that debit the customer's account without the customer's authorization are referred to as "unauthorized transactions".
The following are the goals of this policy:
To guarantee that customers' questions and complaints are addressed appropriately and to their satisfaction, the company makes sure that all of its employees who are in charge of customer service receive frequent training.
Consent includes approving a transaction debit through any further authentication that Hitch requires, including using security passwords, entering an OTP, or using any other Hitch provided electronic authentication method.
The company promotes its employees to work in a way that enables it to provide a first-time resolution, which in turn increases customer confidence and trust. Both the company's operations and customer communications reflect this.
The business values each and every one of its clients and promises to address their complaints in an honest and open manner. Hitch has developed a thorough grievance redressal procedure in an attempt to give its clients satisfying grievance redressal. Through a multi-channel setup, the company has made sure that its clients may easily file their grievances. To guarantee that a customer receives sufficient appeals, the process also features a 4-step escalation matrix. In order to guarantee timely resolution of complaints, the company has additionally implemented TATs at several points in the procedure.
After receiving a complaint, the company aims to address all grievances within 30 days. Even so, customers may file an appeal with the RBI Ombudsman (under the Reserve Bank – Integrated Ombudsman Scheme, 2021) if they are unhappy with the resolution they received from the company or if their complaint has not been addressed within the allotted 30-day period. By accessing the following link, the complainant can submit their claim on the RBI's "Complaint Management System" (CMS) portal: https://cms.rbi.org.in/cms/indexpage.html#eng
The organization is dedicated to reducing financial crime, specifically to stopping, identifying, looking into, and disclosing fraud. Hitch encourages moral business practices throughout its organizational structure and operates with honesty and integrity. Reducing the risk of fraud and its effects on the business, its reputation, its clients, its staff, and its stakeholders is Hitch top priority.
The company will work to raise enough awareness and instruct clients on how to use PPIs safely. This will cover password security, making sure pins are kept private, what to do in the event that a card or authentication data is lost or stolen, or if fraud or abuse is discovered, among other things. (Note: the same process described above applies to such grievances.)
The company has established a customer compensation and TAT procedure for unsuccessful Hitch transactions in compliance with the RBI's "Harmonization of Turn Around Time (TAT) and Customer compensation for failed transactions using authorised Payment Systems, 2019".
The following are the specifics of the procedure: (Note: The definition of T in this context differs from that in section 5.3.1. T stands for the transaction's day and calendar date.)
In light of the growing emphasis on financial inclusion and consumer protection, the RBI released guidelines on customers' liability in the event of unauthorized transactions on January 4, 2019, through its Notification titled "Customer Protection – Limiting Liability of Customers in Unauthorized Electronic Payment Transactions in Prepaid Payment Instruments (PPIs) issued by Authorized Non-banks".
Hitch has made technological investments with strong security systems and fraud detection and prevention procedures to guarantee a safe and secure environment for conducting transactions electronically. In addition to the channels listed above in section 5.2, the company offers its customers a 24-hour unauthorised transaction reporting service that includes a dedicated toll-free helpline number, a direct link to report such transactions on their website, mobile app, and other evolving acceptance mode.
Additionally, the time and date of message delivery and receipt of any customer response must be recorded by the company's communication systems used to send alerts and receive customer responses in order to guarantee an accurate assessment of a customer's culpability. Hitch will act right away to stop additional unauthorized payment transactions in the PPI after receiving a customer report of an unauthorized payment activity. The procedure for reporting unauthorized transactions and information about the customer's liability for such transactions are described in the paragraphs that follow.
A customer can report an unauthorized transaction via email at dispute@hitchpayments.com by calling the company's toll-free helpline at +91-8093099750, or by using the direct link on the company's website and mobile app. Anytime, through any method, the customer can report an unauthorized transaction. After then, the company will send the customer a message acknowledging receipt of the complaint and giving them a complaint reference number.
If an unforeseeable circumstance (such as civil unrest, sabotage, lockout, strike, or other labor disturbances, accidents, fires, natural disasters, or other "Acts of God," war, damage to Hitch facilities or its agents, the lack of regular communication channels or all forms of transportation, etc.) beyond Hitch control prevents it from fulfilling its obligations within the designated service delivery parameters, Hitch will not be responsible for paying customers for delayed credit.
Liability of a consumer is determined by the type of unauthorized transaction and the client's time. This is because there is a greater chance of loss for either the customer or the business the longer the customer waits to report such transactions. The customer's liability is shown below:
Contributory fraud, negligence, or deficiency on the part of Hitch, regardless of whether the customer reports the transaction or not. Third-party breach occurs when the customer tells the company about an unauthorized payment transaction and the deficiency is not with Hitch or the customer but rather elsewhere in the system. In these situations, the customer's obligation for each transaction will be determined by the amount of days that pass between when they receive the transaction message from Hitch and when they notify the company of an unauthorized transaction.
In this case there is no liability for the customer. Within three days, there is no liability for the customer.
If it happens within four to seven days, a transaction value or Rs 10000 per transaction (whichever is lower).
If this happens after seven days, 100 percent liability will be for the customer.
The customer will be responsible for the full loss until they notify Hitch of the unauthorized transaction if the loss results from their carelessness, such as sharing payment information. The company will be responsible for any losses that arise after the unapproved transaction has been reported.
Even in circumstances where the customer is negligent, the company may, at its discretion, choose to absolve the customer of any duty in the event of an unauthorized electronic payment transaction. The days listed above will be counted, with the exception of the day on which Hitch communication was received.
Regardless of whether an insurance claim is settled or not, Hitch will make every effort to start a notional credit of the transaction amount into a shadow account within ten days of receiving the complaint regarding the unlawful transaction.
Furthermore, Hitch will make an effort to settle the complaint within ninety days of receiving it and will try to determine the customer's liability, if any. Hitch shall pay the customer in line with the liability condition mentioned in the previous section if, after ninety days of receiving the complaint, it is unable to either settle the issue or prove any customer liability.
Hitch will bear the responsibility of demonstrating customer accountability in the event of unauthorized electronic payment transactions.
The Company will keep records of the complaints it has received in accordance with applicable laws. The following is a sample list of such data:
Hitch will make every effort to swiftly alert the RBI to any security breach or disclosure of private customer data. In accordance with Annexure 6 of the PPI Master Directions, the company will also submit the PPI Customer Grievance Report to the RBI on a quarterly basis.
Hitch shall notify the Board or an appropriate Board committee about customer liability situations. Among other things, the reporting will contain the number and volume of cases, the total value involved, and the distribution of these cases among different categories.
The company's monitoring mechanism include routinely reviewing the complaints it receives. The Customer Support team will then examine the criteria and offer suggestions for enhancing and improving the Customer Grievance procedure. Among these parameters will be:
Complaints that were received and resolved outside of the allotted time frame. The quantity and kind of complaints that were forwarded to the digital ombudsman or nodal officer. Any shortcomings in the way the complaints are handled, etc.
At least once a year, or sooner if there are developments that affect the Company's business operations or the regulatory environment, the Company will evaluate the Policy. The Board will authorize any such policy modifications and notify all pertinent departments.
Every quarter, the Board or one of its committees will review any unapproved electronic payment transactions that customers or others report, as well as any action taken in response. It will also assess how well the grievance redressal mechanism is working and take the necessary steps to enhance the processes and systems.
hitch is committed to protecting the privacy of individuals whose information is in our possession. This policy outlines how we collect, use, disclose, and safeguard personal and financial data in compliance with applicable laws and regulations. It also establishes the rights of individuals regarding their personal data and how they can exercise these rights. Additionally, this policy ensures transparency in data handling practices and outlines the responsibilities of hitch in maintaining data privacy.
This Privacy Policy applies to customers and end users of hitch services, merchant partners and business associates, employees, third-party service providers, and contractors. It also covers any individual whose data is collected in connection with Hitch Payments' business activities, website visitors, and mobile app users who interact with our platform. Additionally, it includes any party engaging in contractual agreements with hitch, individuals interacting with our customer support team, and those participating in promotional activities.
hitch collects and processes personal data, including but not limited to customer identification details such as name, phone number, email, address, and government-issued ID. Financial and transactional information, including account details and payment history, is also collected. Business and merchant-related data, location data, device identifiers, and cookies are used for analytics and service improvement. We gather Know Your Customer (KYC) data as mandated by regulatory authorities and track user preferences, feedback, and customer support interactions. Communication records, including emails, messages, and customer service interactions, are maintained for quality monitoring and security purposes. Additionally, behavioral data such as transaction patterns and service usage trends are analyzed to enhance user experience and detect fraudulent activities.
hitch ensures that personal data is processed fairly, transparently, and in compliance with legal obligations. It is used only for specified, legitimate purposes and protected with industry-standard security measures. Data is retained only for the duration necessary for business or legal requirements and handled in accordance with the principles of data minimization and purpose limitation. Periodic reviews are conducted to ensure compliance with evolving privacy standards and best practices. Hitch Payments does not share or sell personal data to third parties except as required for service delivery, legal compliance, or with explicit user consent. Additionally, all third-party service providers handling user data must adhere to strict confidentiality and security requirements.
Any breach of this policy by employees or associates may result in disciplinary actions, including termination. Legal consequences and financial penalties may be imposed, and contracts with third-party service providers found in violation may be terminated. Violations may also be reported to relevant regulatory authorities if necessary. Loss of access to hitch systems and services is another possible consequence, along with potential civil or criminal liability based on the severity of the violation.
Any breach of this policy by employees or associates may result in disciplinary actions, including termination. Legal consequences and financial penalties may be imposed, and contracts with third-party service providers found in violation may be terminated. Violations may also be reported to relevant regulatory authorities if necessary. Loss of access to hitch systems and services is another possible consequence, along with potential civil or criminal liability based on the severity of the violation.
hitch may share personal information with third-party payment gateways for transaction processing, regulatory bodies, and law enforcement agencies when legally required. Partners and service providers operate under strict confidentiality agreements, and cloud service providers are utilized for secure data storage and processing. International entities receive data transfers in compliance with applicable cross-border data transfer laws. Credit rating agencies and financial institutions may also access relevant data for risk assessment and compliance purposes.
To ensure compliance, hitch conducts regular audits and data protection assessments. Data access requests from regulatory authorities are reviewed, and employees receive training on privacy best practices. A Data Protection Officer is appointed to oversee compliance efforts, and a structured incident response plan is implemented for data breaches. Logs and records of data processing activities are maintained for accountability.
At hitch, we prioritize your privacy and data security.
For concerns or compliance-related queries, our designated Privacy & Information Security Officer is: Email: support@hitchpayments.com
At hitch, safeguarding user privacy is our top priority. If any employee or business associate becomes aware of a potential data breach whether involving entrusted or accessed information they must report it to the organization without delay. Failure to do so will be considered a serious violation of our security policy. Timely reporting ensures swift action, minimizing risks and reinforcing our commitment to data protection.
At hitch, we ensure that personal information is utilized or shared solely in compliance with applicable laws and as authorized by the data owner or customer. We respect every individual’s right to access their personal information held by hitch. However, unless otherwise agreed upon, any disclosures are made through the client to maintain transparency and privacy. All disclosures and the necessary authorizations are carefully documented in accordance with legal requirements, ensuring accountability and compliance at every step.
Our refund policy for the payments that were being provided in our platform or website that are not processed due to any technical error or some invalid details will be refunded within 7 working days of the date of processed transaction . If this fails then you can always connect us on our given Contact details like Mob number , mail id or mailing address on our About Us section and get your money refunded back to your desired destination . We hold the right to refuse your refund if we have been charged for the same but you have not got your desired product or services . We also hold the right to refuse your refund or chargeback for the activities where we suspect fraud .We value you and your rights and always work towards ensuring that you are always on the top level of your satisfaction with our service.
The Deposit serves two primary purposes:
Each product offered on the Platform will have a displayed Minimum Business Guarantee outlined in the information section. This Guarantee specifies the minimum amount of business activity required on that specific product within a defined timeframe to qualify for a full deposit refund. KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITEDreserves the right to adjust the Guarantee amount for any product periodically. Notice of such adjustments will be provided on the Platform and communicated to Customers through their registered channels.
Deposits are fully refundable under the following conditions :
Deposits are not refundable if:
KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITEDwill not initiate account closure unless it is forced by any of the regulations. In cases where account closure is initiated by a third party (e.g., issuer, bank), KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITEDis not liable for such closure and will not be responsible for any consequences arising from it. However, KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITEDmay, at its sole discretion, offer reasonable assistance to the Customer in resolving the issue with the third party.
The Customer acknowledges that the Deposit and Guarantee system is a commercially reasonable and legally sound practice designed to:
By depositing funds and utilizing the Platform, the Customer acknowledges and agrees to be bound by the terms and conditions outlined in the website, including these Deposit and Minimum Business Guarantee Rules. Dispute resolution procedures will be governed by the terms decided by the company and will be informed to the customer on contact. Customers may also seek resolution by connecting with our team through given contact us details on the website.
KOTTAKOTA REGTECH SOLUTIONS PRIVATE LIMITEDreserves the right to amend these terms at any time. We will provide reasonable notice of any changes via the Platform and Customer communication channels.
If the customer meets the business criteria and wants to proceed with the refund process he/she can reach out to our customer support team and need to submit all required documents as per the product
