Introduction

MEDIIMPACT HEALTHCARE PRIVATE LIMITED is a Bangalore based company working towards excellence in the Healthcare, and believe in pursuing business through innovation and technology. Our team comes with several years of industry experience, and comprise of a highly motivated set of specialists.

Objective

This policy seeks to communicate in a fair and transparent manner the Medpass’s policy on:

• Customer protection and awareness regarding Medpass App transactions
• Customer liability in cases of unauthorized transactions
• Customer compensation eligibility and timelines

Scope

Medpass Health Wallet powered by Jaldicash Electronic financial transactions usually cover transactions through the below modes:

• Remote / online payment transactions [transactions that do not require physical payment instruments to be presented at the point of transactions, e.g., internet banking, mobile banking, card not present (CNP) transactions, Pre-paid Payment Instruments (PPI),etc.]


• Face-to-face / proximity payment transactions (transactions which require the physical payment instrument such as a card or mobile phone to be present at the point of transaction e.g., ATM, POS,etc.)


• Any other electronic modes of credit effected from one entity to another currently being used or adopted from time to time. This policy covers transactions only through closed loop prepaid payment instrument (Virtual Wallet) business. The policy excludes PPI transactions effected on account of error by a customer (e.g., NEFT carried out to an incorrect payee or for an incorrect amount), transactions done under duress, consequential loss, claims due to opportunity loss, reputation loss, other incidental costs or collateral damage.

Applicability

This policy is applicable to individuals who hold Medpass Health Wallet Powered by Jaldicash.

Definitions & Explanations: (for the purpose of this policy)

• Real loss is defined as financial outgo from customer’s account, e.g., debit to customer’s PPIwallet.


• Payment transactions are defined as transactions that involve transfer of funds fromaccountto wallet (loading) via different mode of payments and From Wallet to Merchants (unloading).


• Unauthorized transaction is defined as debit to customer’s account without customer’s consent.


• Consent includes authorization of a transaction debit either through additional authentication required by “JaldiCash” such as use of security passwords, inputof dynamic password (OTP) or any other electronic authentication option provided by “JaldiCash”


• Date & Time of reporting is defined as date & time on which customer has submitted a uniqueofcomplaint. Date of receiving communication from Medpass, is excluded for purpose of computing number of working days for all action specified in this policy. The working schedule of the home branch would be considered for calculating working days for customer reporting. Time of reporting will be as per Indian Standard Time.


• Notification means an act of the customer reporting unauthorized PPI transaction to the Medpass.


• Number of days will be computed based on working days, which will be from Monday to Saturday excluding the three national holidays, viz., Republic Day, Independence Day and Gandhi Jayanti, and excluding the date of receiving the communication.


• Mode of reporting will be the channel through which customer complaint is received first time by theMedpass, independent of multiple reporting of the same unauthorized transaction.

Customer Liability

Zero Liability of a Customer A customer’s entitlement to zero liability shall arise where the unauthorized transaction occurs in the following events:

• Contributory fraud / negligence / deficiency on the part of Medpass (irrespective of whether or not the transaction is reported by the customer).


• Third party breach where the deficiency lies neither with Medpass nor with the customer but lies else where in the system, and the customer notifies Medpass with in three working days of receiving the communication from Medpass regarding the unauthorized transaction.

Limited Liability of a Customer A customer shall be liable for the loss occurring due to unauthorized transactions in the following cases:

• In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorized transaction to Medpass. Any loss occurring after the reporting of the unauthorized transaction shall be borne by Medpass.


• In cases where the responsibility for the unauthorized PPI transaction lies neither with Medpass nor with the customer, but lies else where in the system and when there is a delay (off our to seven working days after receiving the communication from Medpass) on the part of the customer in notifying Medpass of such a transaction, the per transaction liability of the customer shall be limited to the transaction value or the amount mentioned in Annexure-I, whichever is lower.

Third Party Breach

The following would be considered as third party breach where deficiency lies neither with Medpass nor customer but elsewhere in the system:

• Application frauds
• Account take overs
• External frauds / compromise of other systems, e.g., mail servers, etc., being compromised.

Roles and responsibility of the customer:

Customer is bound by the following:

• The customer must register with a valid mobile number.


• The customer must register with correct name as per the Official Valid Document(OVD).


• Customer shall not share sensitive information such as OTP/password/TPIN with any person including Medpass staff or partners.


• Customer must set transaction limits to limit exposure.
• Customer must verify transaction detail and raise query to Medpass as soon as possible in case of mismatch.


• The customers must notify Medpass of any un authorised PPI transaction at the earliest after the occurrence of such transaction. The longer the time taken to notify Medpass, the higher will be the risk of loss to customer.


• Customer shall share relevant documents as needed for investigation or insurance claim, viz., cardholder / dispute form and police complaint.


• Fully co-operate and comply with Medpass’s reasonable requirements towards investigation and provide details of transaction, customer presence, etc.

Customer is entitled to:

• Receive SMS alerts to registered mobile number for all debit transactions to the account.
• Customer can view the transaction history and Cashback received in the Medpass Health App.
• Register complain through modes provided.
• Receive compensation as mentioned in Annexure-I.

Roles and responsibility of Medpass:

• Provide customers with access through multiple channels (at a minimum, via website, phone, e-mail, a dedicated helpline, etc.) for reporting unauthorised transactions that have taken place.


• A direct link for lodging the complaints, with specific option to report unauthorised transactions will be provided by Medpass on home page of the website.


• The loss / fraud reporting system shall also ensure that immediate response (including auto response) is sent to the customers acknowledging the complaint along with the registered complaint number.


• The communication systems used by Medpass to send alerts and receive their responses thereto must record the time and date of delivery of the message and receipt of customer’s response, if any, to them. This shall be important in determining the extent of a customer’sliability.


• During investigation, in case it is detected that the customer has falsely claimed or disputed a valid transactions, Medpass reserves its right to take due preventive action of the same including closing the account or blocking walletlimits


• This policy should be read in conjunction with Grievance Redressal Policy. Clauses from the Medpass’s Grievance Redressal Policy shall form a part of this policy where not specifically addressed in this policy. The policy is available on the following Link: https://Mediimpact.com/T&C/CustomerGrievanceRedressalPolicy.pdf

Proof of customer liability:

The burden of proving customer liability in case of unauthorised transactions will lie on Medpass

Force Majeure

Medpass shall not be liable to compensate customers for delayed credit if some unforeseen event including but not limited to civil commotion, sabotage, lockout, strike or other labour disturbances, accident, fires, natural disasters or other “Acts of God”, war, damage to Medpass’s facilities or of its agents, absence of the usual means of communication or all types of transportation, etc., beyond the control of Medpass prevents it from performing its obligations within the specified service deliveryparameters.

Unauthorised transaction – Extent of Liability of Customer / Medpass

Unauthorised transaction due to Medpass’s fault:

Contributory fraud / negligence / deficiency on the part of Medpass (irrespective of whether or not the transaction is reported by the customer):

• Liability of a Customer: Zero

Unauthorized transaction due tofault neither ofMedpass nor customer:

Third party breach where the deficiency lies neither with Medpass nor with the customer but lies elsewhere in the system

If reported by customer:

• Within 3 working days: Liability of a Customer: Zero


• Within 4 to 7 working days: Liability of a Customer: The transaction value or Rs.10,000 (applicable to PPI), whichever is lower
• Beyond 7 working days: Liability of a Customer will be treated as 100%

Unauthorised transaction due:

• Until the customer reports the unauthorised transaction toMedpass. Liability of a Customer: 100% to Customer’s fault:In cases where the lossis due to negligence by a customer, such as where he has shared the payment credentials


• After reporting the unauthorised transaction to Medpass. Liability of a Customer: Zero Liability of Medpass: 100% (Any loss occurring after the reporting of the unauthorized transaction shall be borne by Medpass)