Terms & Conditions [effective from August, 2021]

 

For Old Version: Terms & Conditions till July 2021

I. INTRODUCTION

  • 1.1 These wallet terms and conditions as may be amended, modified updated or restated from time to time (Citrus T&Cs) govern the use and access of the Citrus Wallet (defined below) issued and operated by PayU Payments Private Limited, a company incorporated under the laws of India, having its registered office in Mumbai, Maharashtra, and its corporate office at 9th Floor, Bestech Business Tower, Sohna Road, Sector 48, Gurgaon 122 004, Haryana (PayU Payments) pursuant to which PayU Payments shall provide Citrus Wallet Services in accordance with these Citrus T&Cs.
  • 1.2 These Citrus T&Cs should be read together with the Privacy Policy, Grievance Policy, and Online Dispute Resolution Policy for Failed Transactions each of which are incorporated in these Citrus T&Cs by way of reference and shall form an integral part of these Citrus T&Cs.
  • 1.3 Each User (also You or you or Your or your or “yourself) is required to read the following terms and conditions carefully before registering, accessing or using the Citrus Wallet (defined below). These Citrus T&Cs are effective from the date of publication of these on the website and by accessing or using the Citrus Wallet, You agree to be bound by these Citrus T&Cs. If at any point of time, You do not agree with these Citrus T&Cs or do not wish to be bound by these Citrus T&Cs, you must immediately raise a closure request for your Citrus Wallet by writing to PayU Payments on citrusfeedback@payu.in. However, despite you having raised such closure request, any subsequent access or use of the Citrus Wallet by you until PayU Payments has acted upon the closure request will still be governed by these Citrus T&Cs.
  • 1.4 PayU reserves the sole right to change, modify or add to these Citrus T&Cs or any other policies relating to access to and/or use of the Citrus Wallet, at any time without any prior written notice or intimation and all such changes, modifications or additions shall be effective immediately upon publication. It is clarified that each User intending to access and/or intending to use (or accessing and/or using) the Citrus Wallet shall be bound by these Citrus T&Cs and shall also responsible for periodically reviewing these Citrus T&Cs and to keep yourself updated with any changes in these Citrus T&Cs. When you continue to access, and/or use the Citrus Wallet and/or avail any of the Citrus Wallet Services, you shall be deemed to have consented to the then applicable Citrus T&Cs.
  • 1.5 By accessing or using the Citrus Wallet or availing any of the Citrus Wallet Services, You confirm that You have full capacity and legal right to legally bind yourself with these Citrus T&Cs and to comply with your obligations hereunder. You further confirm, irrevocably and unconditionally, that you are agreeing to be bound by these Citrus T&Cs by your own free will and that You are under no duress or undue influence while agreeing to register for, use and/or access the Citrus Wallet.

II. DEFINITIONS

For the purposes of these Citrus T&Cs, capitalized terms appearing below shall have the respective meanings assigned to these as follows:

  • 2.1 Applicable Laws” shall mean any constitution, statute, law, equity, regulation, ordinance, rule, judgment, order, decree, authorization, clearance, approval, directive, guideline, policy, requirement, or other governmental restriction or any similar form of decision, or determination by, or any interpretation or administration of any of the foregoing, by any Governmental Authority, regulatory provisions, requirements, guidelines (including but not limited to PPI Master Directions and the KYC Master Directions)  as may be applicable from time to time whether in effect as of the date of publication of these Citrus T&Cs or thereafter and in each case as amended or modified from time to time.
  • 2.2Available Balance” shall mean the balance available in the Citrus Wallet at a given point of time, that is, amounts deposited by User in the Citrus Wallet plus any refunds or cashbacks or rewards as reduced by: (A) amounts utilized by User by using Citrus Wallet for any merchant payments or money transfers; and (B) Charges. 
  • 2.3Citrus Wallet” shall mean the semi-closed pre-paid instrument issued and operated by PayU Payments in accordance with the PPI Master Directions and these Citrus T&Cs under the current brand name ‘Citrus Wallet powered by PayU’ or ‘Citrus powered by PayU’ the use and access to which is made available through the website https://consumers.citruspay.com/ or through a mobile application or through other agents or service providers including payment aggregators and various Merchant platforms.
  • 2.4Citrus Wallet Services” shall mean the services made available to the User in relation to the Citrus Wallet in accordance with the terms of these Citrus T&Cs.
  • 2.5Enrolment Form” shall mean the Citrus Wallet enrolment form, as is required by PayU Payments from the User at the time of registration for availing Citrus Wallet and/or for continuation of availing the Citrus Wallet.
  • 2.6Governmental Authority” shall mean any (i) government (central, state or otherwise) or sovereign state; (ii) governmental agency, semi-governmental or judicial or quasi-judicial or regulatory or supervisory or administrative entity, department or authority, court or tribunal or any subdivision thereof; or (iii) international organization, agency or authority, including, without limitation, any stock exchange or any self-regulatory organization, established under any Applicable Laws.
  • 2.7KYC” shall mean know your customer and refers to the various norms, rules, laws and statutes relating to anti money laundering including, without limitation, KYC Master Directions issued by the RBI, from time to time and includes checks as mandated by the above or by the internal policies of PayU Payments which include obtaining of personal identification details and documents from You before any services in relation to the Citrus Wallet can be delivered to You. KYC details and documents may be required by PayU Payments from You at the time of registration and/or on a later date in relation to your registration for or continued use of the Citrus Wallet.
  • 2.8KYC Master Directions” shall mean the Master Direction – Know Your Customer (KYC) Direction, 2016 dated 25 February 2016 bearing reference number RBI/DBR/2015-16/18 Master Direction DBR.AML.BC.No.81/14.01.001/2015-16 issued by the RBI and as amended, changed, modified or restated from time to time.
  • 2.9 Merchant” shall mean merchants selling or providing goods and/or services which merchants have been specifically authorized by PayU Payments to accept payments from a User using the Citrus Wallet.
  • 2.10Personal Information” shall have the meaning set out under the Privacy Policy of PayU Payments.
  • 2.11Password” shall mean and include any secret password, any one-time password (OTP) or any “MPIN” or any other biometric option as may be made available in the future, used to access the Citrus Wallet without which You will not be able to access or operate your Citrus Wallet.
  • 2.12PPI Master Directions” means the Master Direction on Issuance and Operation of Prepaid Payment Instruments dated 11 October 2017 bearing reference number RBI/DPSS/2017-18/58 Master Direction DPSS.CO.PD.No.1164/02.14.006/2017-18 issued by the RBI and as amended, changed, modified or restated from time to time.
  • 2.13RBI” means the Reserve Bank of India.
  • 2.14User” means and includes: (i) the first time consumer intending to avail and to hold the Citrus Wallet in accordance with these Citrus T&Cs; (ii) any person who holds a Citrus Wallet that has been issued by PayU Payments in accordance with the Citrus T&Cs; (iii) any person who holds a Citrus Wallet on or prior to the date of publication of these Citrus T&Cs.

III. ELIGIBILITY

  • 3.1 Citrus Wallet shall be made available only to persons who are competent to enter into legally binding contracts under the Indian Contract Act, 1872. Any person who is considered as incompetent to contract as per the provisions of the Indian Contract Act, 1872, including minors, un-discharged insolvents, etc., are not eligible to access or use the Citrus Wallet. Additionally, non-Indian residents and non-Indian citizens are not eligible to access or use the Citrus Wallet. For usage of the Citrus Wallet, you represent to PayU Payments that you are competent to contract and are an Indian national having tax residency in India. You further represent and assure PayU Payments that: (i) You are not a tax resident of USA or any other country; (iii) you shall provide such declarations at such time and in such manner as may be required by PayU Payments; (iii) all information submitted by You to PayU Payments is and will be true and accurate; and (iii) you are conversant with the English language and have read and fully understood the terms and conditions as contained in these Citrus T&Cs.
  • 3.2 In case You are receiving the Citrus Wallet Services or accessing and/or using the Citrus Wallet on behalf of a partnership, firm, company, any other body corporate, trust or association of persons (“Corporate User“), You represent and warrant that You are duly authorized to accept the Citrus T&Cs  on behalf of the Corporate User and that You have the authority to bind the Corporate User to these Citrus T&Cs.
  • 3.3 You agree and understand that the Citrus Wallet and Citrus Wallet Services are being provided by PayU Payments (either itself or through any agents or service providers including any partner Merchants) at the sole discretion of PayU Payments and may be withdrawn by PayU Payments, subject to Applicable Laws, at any time.

IV. REGISTRATION OF CITRUS WALLET

  • 4.1 In order to create and use a Citrus Wallet, PayU Payments may require that you submit to it or it may capture certain information, including but not limited to your Personal Information and KYC information (including any KYC related documents) as may be deemed necessary by PayU Payments. You are required to provide, verify and update, Your phone number for receiving short messaging services (SMS) alerts or any other communications from PayU Payments in relation to Your Citrus Wallet as required by PayU Payments from time to time. Additionally, you may opt to register for email alerts and notifications, if such option is provided by PayU Payments. You must carefully note and understand that for Your Citrus Wallet Your specific mobile number acts as the primary identifier for PayU Payments. You are solely responsible for updating the mobile number (in case of any change therein) that was used by you at the time of registering for your Citrus Wallet. Any liability arising from Your failure to do so will be solely to your account and PayU Payments will have no liability of any nature whatsoever in this regard including, without limitation, any liability for any financial or other loss or damage caused to you.
  • 4.2 You will be issued a Citrus Wallet by PayU Payments upon You creating and verifying the account, after completing the registration and submission of necessary Personal Information and KYC details (including where applicable, KYC documents) as required by PayU Payments, and upon agreeing to these Citrus T&Cs.
  • 4.3 As a User, Youwill be provided or You will have the ability to create a unique ID and to create or generate a Password in relation your registered Citrus Wallet account and You will thereafter be able to use the Citrus Wallet Services, provided your KYC details, as required by PayU Payments for the category of Citrus Wallet You hold, are updated and available with PayU Payments.
  • 4.4 You are responsible for maintaining confidentiality of your Citrus Wallet account details and of any Password and you shall be fully responsible for all transactions undertaken from your Citrus Wallet. You are strongly advised to not disclose your Citrus Wallet account details or any Password to any person (including any person purporting to be a representative or employee of PayU Payments or of any banks or any Governmental Authority).   YOU MUST KEEP SUCH DETAILS CONFIDENTIAL AT ALL TIMES.
  • 4.5 You agree to: (a) immediately notify PayU Payments of any unauthorized use of your Password or the Citrus Wallet account or any other breach of security at citrusfeedback@payu.in; and (b) ensure that you exit from your Citrus Wallet account at the end of each session. It is hereby clarified that PayU Payments will not be liable for any loss, damage or other liability arising from your failure to comply with these provisions or from any unauthorized access to or use of your Citrus Wallet account. In the event of any dispute between two or more parties as to ownership of a particular Citrus Wallet account, you agree that PayU Payments will be the sole arbiter of such dispute, at its sole discretion, and that PayU Payments’ decision (which may include termination or suspension of any account subject to dispute) will be final and binding.

V. INFORMATION AT ONBOARDING AND ON AN ONGOING BASIS

  • 5.1 Documentation
    • 5.1.1. The collection, verification, audit and maintenance of correct and updated User information (including relevant Personal Information and KYC information and documents) is a continuous process and PayU Payments reserves the right, at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements including but not limited to updating of the same. PayU Payments reserves the right to discontinue services/reject applications for Citrus Wallet, in such manner as it may decide in its sole discretion, at any time if there are discrepancies in information and/or documentation provided by the User or in case there is incomplete information about a User in its records.
    • 5.1.2. Any information (including relevant Personal Information and KYC related information and documents) provided to PayU Payments by You with the intention of accessing and/or using the Citrus Wallet shall vest with PayU Payments and may be used by PayU Payments, for any purpose consistent with any Applicable Laws and these Citrus T&Cs, at its sole discretion.
  • 5.2 KYC Compliance
    • 5.2.1. You agree to complete KYC checks (depending on the variant of the Citrus Wallet held or sought to be held by you) for availing and continuing to avail Citrus Wallet Services and agree that PayU Payments shall be relying on the information and documents furnished during such KYC checks. For this purpose, You agree that PayU Payments shall be entitled to:
      • (a) receive the documents and information (including receipt of relevant Personal Information) relating to KYC checks from You;
      • (b) require You to provide any additional KYC related information or documents (including relevant Personal Information) as may be deemed necessary by PayU Payments for providing or continuing to provide access and/or use of the Citrus Wallet at the time of registration and/ or on a later date; and
      • (c) receive electronically, any KYC related information or documents.
    •  
    • 5.2.2. In particular, You agree and undertake that You do hereby and will:
      • (a) provide all information about You as may be required by PayU Payments from time to time; and
      • (b) consent to the use by PayU Payments of Your Personal Information including any KYC related information or documents for the purposes of providing Citrus Wallet Services to You.
    • 5.2.3. PayU Payments has no responsibility to investigate the background or confirm the identity of Users, except to the extent required by Applicable Laws and as stated under these Citrus T&Cs.
    • 5.2.4. The collection, verification, audit and maintenance of correct and updated User information (including relevant KYC and/or Personal Information) is a continuous process and PayU Payments reserves the right, at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements.
    • 5.2.5. PayU Payments reserves the right to transfer part or all of your Personal Information to third parties for authentication in accordance with Applicable Laws. You hereby give Your explicit consent for the same.
    • 5.2.6. If the details provided by You in the KYC documents or otherwise do not match with the details mentioned in the Enrolment Form, then PayU Payments has the right to put a freeze on the operations of the relevant Citrus Wallet and hold any Available Balance therein for so long as PayU Payments is not satisfied with the identity of the person claiming to be the User of the relevant Citrus Wallet. PayU Payments shall have no liability whatsoever in this regard.
  • 5.3 You hereby authorize PayU Payments to request for any supplemental information/documentation, at any time, in order to verify that the information provided by you is accurate and complete. PayU Payment may, also request for additional information or documents to be in conformity with KYC requirements as per Applicable Laws or to ensure continued compliance with KYC requirements or as may be necessary from an operational standpoint in order to continue providing Citrus Wallet Services to You.
  • 5.4 Subject to Applicable Laws (including notifications from the RBI from time to time) the requirements around KYC and documentation (at time of registration and on an ongoing basis) may be reviewed and modified at the discretion of PayU Payments without prior notice.

VI. CITRUS WALLET VARIANTS

  • 6.1 PayU Payments has made available only the following 2 variants of the Citrus Wallet and having features as set out in Schedule 2 of these Citrus T&Cs:
    • 6.1.1. Minimum KYC Wallet Category 2: Citrus Wallets classified as semi-closed prepaid payment instruments having features in accordance with Clause 9.1 (iii) of the PPI Master Directions and these Citrus T&Cs (“Minimum KYC Wallet Category 2“).
    • 6.1.2. Full KYC Wallet: Citrus Wallets classified as semi-closed prepaid payment instruments having features in accordance with Clause 9.1 (ii) of the PPI Master Directions and these Citrus T&Cs (“Full KYC Wallet“).
  • 6.2 PayU Payments shall not be issuing and operating any minimum KYC Wallets having features in accordance with Clause 9.1 (i) of the PPI Master Directions (“Minimum KYC Wallet Category 1“).
  • 6.3 New Users can be issued a Minimum KYC Wallet Category 2 immediately after successful registration. However, a User can be issued or upgraded to a Full KYC Wallet only upon submission of the requisite KYC documents and successful completion of the KYC process at the time of registration or on a later date, subject always to verification and approval by PayU Payments.
  • 6.4 Citrus Wallets that are existing prior to or as on date of publication of these Citrus T&Cs, except those where the Users have already competed KYC as per PayU Payments’ satisfaction, must either be converted into a Full KYC Wallet or a Minimum KYC Wallet Category 2, in accordance with such instructions as PayU Payments may require and as per the terms of these Citrus T&Cs.
  • 6.5 No User whose Citrus Wallet has remained inactive for a period of 1 year as on the date of publication of these Citrus T&Cs or remains inactive for a period of 1 year from the date of publication of these Citrus T&Cs, shall be permitted to undertake any activity in relation to their Citrus Wallet unless such Users have completed the due diligence and KYC as required by PayU Payments.
  • 6.6 If an existing User of a Citrus Wallet does not complete the KYC (depending on the Citrus Wallet variant), by “25th Aug 2021″ such Citrus Wallets will be expired by PayU Payments and cannot be revived. However, if there is any Available Balance that is held in such Citrus Wallets, such balances can be claimed by the User for a period of 3 years with effect from the date of expiry (“Claim Period“). PayU may, however, permit the User to claim the Available Balance even after the expiry of the Claim Period in accordance with Applicable Laws.
  • 6.7 Any Citrus Wallets that remain inactive for a consecutive period of 1 year, will suffer suspension of Citrus Wallet Services and such Citrus Wallet Services can be resumed only at the request of the User and after PayU Payments has conducted necessary due diligence (including any KYC as may be deemed necessary by PayU Payments).
  • 6.8 Users existing as on the date of publication of these Citrus T&Cs do hereby give their unconditional consent to convert their existing Minimum KYC Wallet Category 1 to the Minimum KYC Wallet Category 2, subject to such limits as prescribed under the PPI Master Directions and further subject to such due diligence and KYC as PayU Payments may require from such UsersBy accepting these Citrus T&Cs, such consent is deemed to have been given by You.
  • 6.9 Users may be required by PayU Payments to upgrade to Full KYC Wallets as provided in the PPI Master Directions in case the Available Balance exceeds the applicable balance thresholds for such Citrus Wallets. This will include instances where a transaction results in the Available Balance exceeding the applicable balance thresholds for such Citrus Wallets. Failing such upgradation, PayU Payments may, in its sole discretion take any of the following measures: (a) remit any excess balance “back to source” or to any linked bank account, (b) freeze any further credits, or (c) take such other action as PayU Payments may deem fit. PayU Payments will not have any liability, financial or otherwise, to such Users who have failed to upgrade their Citrus Wallets to Full KYC Wallets as and when promoted to do so by PayU Payments.
  • 6.10 It is clarified that for Citrus Wallets issued prior to the date of publication of these Citrus T&Cs, in case the KYC details or other necessary information is incomplete, the User will need to, as prompted by PayU Payments on a case to case basis, undergo such due diligence and KYC process as PayU Payments may require. Thereafter, depending upon the User providing necessary information and successfully completing the KYC, PayU Payments will classify the existing Citrus Wallet to either a Minimum KYC Wallet Category 2 or a Full KYC Wallet.

VII. SERVICES WHEN YOU LOGIN CITRUS WALLET ACCOUNT

  • 7.1 Services proposed to be offered when you login to your Citrus Wallet account
    • 7.1.1. login in to Your Citrus Wallet account on the website https://consumers.citruspay.com with mobile number and Password;
    • 7.1.2. ability to reset Password;
    • 7.1.3. view the Available Balance in the Citrus Wallet and transaction history;
    • 7.1.4. option to upgrade to Citrus Wallet Category 2 and/or Full KYC Wallet;
    • 7.1.5. register and maintain a maximum of 5 beneficiaries (only for Full KYC Wallets);
    • 7.1.6. transfer of money to registered beneficiaries (only for Full KYC Wallets); and
    • 7.1.7. withdrawal of Available Balance in such manner as may be permitted by PayU Payments.
  • 7.2 Redemption of Available Balance
    You cannot redeem any Available Balance for cash through PayU Payments or through any Merchant at present as such feature has not been made available by PayU Payments yet.
  • 7.3 Depositing Money and Withdrawing Money from Citrus Wallet
    • 7.3.1. The amounts that can be deposited in the Citrus Wallet will be in accordance with the PPI Master Directions. These involve monthly limits, transaction limits as well as balance limits on the Citrus Wallet account.
    • 7.3.2. You can use multiple funding sources for depositing money in your Citrus Wallet account as may be made available by PayU Payments. However, no loading or reloading by cash will be permitted.
    • 7.3.3. Each funding source will have a different dispute resolution mechanism and the relevant mechanism will be followed should your transaction turn out to be unsatisfactory.
    • 7.3.4. You agree to allow PayU Payments to recover any amounts (if any) due by you to PayU Payments or upon your instruction by debiting Your Available Balance in the Citrus Wallet. If there are insufficient funds in your account to cover your liability, you agree to reimburse PayU Payments or any applicable third party through other means. If PayU Payments is unable to recover the funds from Your Available Balance, for itself or for an applicable third party, PayU Payments may: (i) attempt to contact you, (ii) recover the funds from any other funds You may be holding with PayU Payments, or (iii) take legal action to collect the amount due, to the extent allowed by Applicable Laws.
    • 7.3.5. You can choose to withdraw the Available Balance to your linked bank account or the source through which funds came in, whichever is relevant as per the features of the Citrus Wallet and subject to the terms of the Citrus T&Cs and completion of KYC.
  • 7.4 Transfer Money
    Subject to other terms under these Citrus T&Cs, You may be allowed functionality to transfer funds lying in your Citrus Wallet in accordance with the terms of the PPI Master Directions, once the functionality is made available on your Citrus Wallet.
  • 7.5 Controlling transactions and limits on your Citrus Wallet
    PayU Payments may allow for: (i) fixing caps on number of transactions and/ or transaction values for different types of transactions, (ii) modifying beneficiary based limits, or (iii) changing any such caps, values or limits with additional authentication and validation on such terms as it deems fit and appropriate in accordance with the PPI Master Directions.
  • 7.6 Rewards and Cashback
    Subject to other terms under these Citrus T&Cs, You may be allowed the functionality to receive rewards and cashback into your Citrus Wallet as may be allowed by PayU Payments from time to time and subject to such terms and conditions as PayU Payments may specify.
  • 7.7 Refunds
    Subject to other terms under these Citrus T&Cs, You may receive refunds into your Citrus Account for money remitted through your Citrus Wallet or refunds processed by any Merchant for payments made through your Citrus Wallet, as may be allowed by PayU Payments from time to time and subject to such terms and conditions as PayU Payments may specify.
  • 7.8 Merchant Payments
    Subject to other terms under these Citrus T&Cs, Citrus Wallet may be used by you at Merchant websites, Merchant mobile applications or Merchant stores where the option to receive payment thought Citrus Wallet has been provided by PayU Payments to the Merchant.

VIII. PERSONAL INFORMATION

  • 8.1 It may be noted that PayU Payments has internal policies and guidelines with respect to access to and use of Personal Information provided by you. However, please note that PayU Payments may pass your Personal Information to other third parties as detailed in the Privacy Policy. Please read the Privacy Policy carefully. By providing your acceptance to these Citrus T&Cs, you also confirm your acceptance to the terms and conditions of the Privacy Policy.
  • 8.2 You agree that the Personal Information you provide to PayU Payments upon registration and at all other times while accessing and/or using the Citrus Wallet will be true, accurate, current and complete. You agree to maintain and update the Personal Information and to keep the Personal Information true, accurate, and complete at all times.
  • 8.3 Please note that if you opt out from or fail in providing Personal Information or other information requested by PayU Payments, you may not be able to create, access and/or use a Citrus Wallet or avail Citrus Wallet Services. 

IX. PAYMENT THROUGH CITRUS WALLET

  • 9.1 When a User makes a payment through the Citrus Wallet, the transaction amount shall be remitted via any of the modes of payment made available by PayU Payments in relation to the Citrus Wallet provided that the Available Balance is sufficient to honour such payment requests.
  • 9.2 Any value in the Citrus Wallet that is utilized towards making payments for any transaction shall be automatically debited from the Available Balance in Your Citrus Wallet, provided that the Available Balance is sufficient to honor such payment requests.
  • 9.3 In case of any payments made to any Merchants by a User through the Citrus Wallet, PayU Payments’ responsibility is limited to the debiting of User’s Citrus Wallet and the subsequent payment to any corresponding Merchant. PayU Payments does not in any manner endorse, promote, or warrant any goods and/or services that might be availed or proposed to be availed using the money, balances or value in the Citrus Wallet.

X. GENERAL CONDITIONS

  • 10.1 Citrus Wallet balances held by you will be held by PayU Payments in one or more escrow accounts as permitted by Applicable Laws. These funds will not be used for operating expenses or any other corporate purposes or other business purposes of PayU Payments, and enjoy certain protections under Applicable Laws from being made available to our creditors in the event of insolvency. While your funds deposited in the Citrus Wallet are in our custody, PayU Payments will combine your funds with the funds of other Users of Citrus Wallets and place those pooled amounts in the escrow account or accounts that Pay Payments will maintain in its name.
  • 10.2 The User will be able to use the Citrus Wallet for the Citrus Wallet Services and transactions subject to guidelines/notifications issued by RBI from time to time (including but not limited to the PPI Master Directions), and specific features as made available to the Citrus Wallet, which features may be reviewed and modified at the sole discretion of PayU Payments without prior notice.
  • 10.3 The maximum monetary value that can be stored at any point of time, transferred to another account or utilized in a month in a Citrus Wallet shall be in accordance with the Citrus Wallet variant, the PPI Master Directions and these Citrus T&Cs.
  • 10.4 At no point shall interest be payable by PayU Payments on the Available Balance maintained by a User in the Citrus Wallet.
  • 10.5 The Citrus Wallet is not transferable.

XI. CHARGES

  • 11.1 PayU Payments reserves the right at any time to charge you any fees and charges (“Charges) for the transactions carried out by you through your Citrus Wallet (including loading, reloading, debits from or credits to the Citrus Wallet) or for availing any of the Citrus Wallet Services under theses Citrus T&Cs.
  • 11.2 Details of the current applicable Charges can be viewed at Schedule 1 (Charges) and are subject to change from time to time. PayU Payments may at its discretion, change, amend, increase, or reduce the applicable Charges as mentioned under Schedule 1 (Charges) without prior intimation to You.
  • 11.3 Any government charges, or debits, or tax (direct or indirect) payable as a result of the use of Citrus Wallet shall be borne by You.
  • 11.4 Charges due and payable by You to PayU Payments, if not paid separately, shall be recovered or recoverable by PayU Payments from the Available Balance in your Citrus Wallet. 

XII. PROCEDURE FOR ACTION IN RELATION TO INACTIVE OR EXPIRED CITRUS WALLETS AND VOLUNTARY CLOSURE

  • 12.1 PayU Payments reserves the right to expire Citrus Wallets that are or remain inactive for a consecutive period of 24 months.
  • 12.2 In case PayU Payments decides to expire your inactive accounts, PayU will intimate you through your registered e-mail and/ or SMS to your registered mobile number available with PayU Payments regarding the proposed expiry of your Citrus Wallet at least 45 days prior to the expiration of your Citrus Wallet, in English language as it was in English language that you provided consent at time of registering your Citrus Wallet.
  • 12.3 If the inactive Citrus Wallet as mentioned above is not reactivated, or no response is received within next 30 days by PayU Payments from the date of sending of the first intimation, a second reminder will be sent to you intimating about the expiry of your Citrus Wallet. You can choose to reactivate your Citrus Wallet after validation and applicable due diligence (including any KYC checks) as mentioned above, at any time before such Citrus Wallet is expired by PayU Payments. 
  • 12.4 If the inactive Citrus Wallet as mentioned above is not reactivated, or no response is received is received within 45 days of the first reminder or within 15 days of the second reminder, PayU Payments may expire such inactive Citrus Wallet. Upon expiration of your inactive Citrus Wallet, PayU Payments will intimate you in English language, through your registered e-mail and/ or SMS to your registered mobile number.
  • 12.5 You are entitled to close your Citrus Wallet anytime you wish to do so. For voluntary closure of your Citrus Wallet, please write to us at citrusfeedback@payu.in or contact us by such other means as may be made available by PayU Payments. Such closure and withdrawal or transfer of any Available Balance shall be subject to such due diligence (including any KYC checks) as PayU Payments may require and further subject to any other conditions as PayU Payments may impose.

XIII. USER’S OBLIGATIONS AND COVENANTS

  • 13.1 You accept full responsibility for wrongful use of your Citrus Wallet account or Citrus Wallet or the breach of any provisions of these Citrus T&Cs. You hereby indemnify and shall indemnify and hold harmless PayU Payments for any loss, damage, interests, penalties, financial liabilities and any other losses that PayU Payments may incur and/or suffer, whether directly or indirectly, as a result of any of the above.
  • 13.2 You hereby agree and acknowledge that the mobile device or computer system on which the Citrus Wallet Services is downloaded or used during the registration process may, in the sole discretion of PayU Payments, be considered by PayU Payments to be your registered device and the details of such device may be stored by PayU Payments. In the event you log in to your Citrus Wallet account from a different device, you may be required to confirm your details by PayU Payments in such form and manner as PayU Payments may determine in its sole discretion.
  • 13.3 You agree that you will not use the Citrus Wallet for payment in relation to any illegal purchases and/or unlawful purposes.
  • 13.4 You hereby agree and acknowledge that these Citrus T&Cs are between you and PayU Payments, not with any third party (including, but not limited to, Apple®, Google®, any mobile carrier, or any Merchant) and that PayU Payments is responsible only for any payments made by or through your Citrus Wallet. Your use of any other services may be subject to separate agreements that you may enter into with your mobile or computer device operating system provider (e.g., Apple, Google or Microsoft®), your mobile or computer device manufacturer (e.g., Apple, Samsung®), your mobile service carrier (e.g., Airtel or Vodafone®) or any internet service provider, the provider of any browser and other parties involved in providing to you any mobile device or computer service. You agree to comply with all applicable third party terms of service while using any such third party services. It is hereby clarified that PayU Payments is not a party to those agreements and has no responsibility for the products and services provided by third parties.
  • 13.5 You hereby specifically agree that you shall, at all times, to the extent applicable to you, comply with the requirements of the Information Technology Act, 2000 as also rules, regulations, guidelines, byelaws and notifications made thereunder.
  • 13.6 You hereby consent to and agree to comply with guidelines, instructions, requests, etc. as maybe made by PayU Payments (including its agents or service providers) or a Merchant or a payment system provider from time to time.
  • 13.7 You hereby authorize PayU Payments to hold, receive, disburse and settle funds on your behalf for transactions initiated (or seeming to have been initiated) by you. Your authorization permits us to generate an electronic funds transfer between the Merchant or any other beneficiary and your Citrus Wallet account, to process each payment transaction that you authorize. Your authorization will remain in full force and effect until your Citrus Wallet account is closed or terminated
  • 13.8 You hereby agree and acknowledge that PayU Payments has agreed to provide Citrus Wallet Services at your sole risk and that you will be liable for all transactions made through your Citrus Wallet account and for all related Charges.
  • 13.9 If you have a dispute with one or more Users or Merchants or any beneficiaries relating to payment, PayU Payments is not responsible for any such dispute and you hereby irrevocably and unconditionally release and discharge PayU Payments, its agents and services providers including, without limitation, their officers, directors, agents, joint ventures and employees from any and all claims, demands and damages (actual and consequential) of every kind and nature arising out of or in any way connected with such disputes.
  • 13.10 You hereby acknowledge and agree that PayU Payments has no connection or interest of whatsoever nature in the business of the Merchants and/or any of the beneficiaries and PayU Payments does not in any manner take part in the business of the Merchant and/or any of the beneficiaries, directly or indirectly, and is not responsible for the products/services provided by any Merchant or for your relationship with any beneficiaries and PayU Payments is in no manner acting as an agent of either the Merchant and/or any of the beneficiaries, and transactions between You and any Merchant and/or any of the beneficiaries will be governed under any other contract that you may have with the Merchant and/or any of the beneficiaries.

XIV. PAYU PAYMENTS’ RIGHTS

  • 14.1 PayU Payments reserves the absolute discretion and right to decline or honor the authorization request on the Citrus Wallet without assigning any reason for the same.
  • 14.2 PayU Payments may at its sole discretion, utilize the services of external service providers and/or agents on such terms as deemed necessary by PayU Payments, in relation to the Citrus Wallet Services being offered by PayU Payments and share all such information (including Personal Information) with such service providers and/or agents as may be necessary or relevant.
  • 14.3 PayU Payments will employ its best efforts in carrying out the transactions through your Citrus Wallet but will not incur any liability either to you or any other person for any reason whatsoever including for its delay or inability to carry out a transaction or an instruction subject, however, to Applicable Laws.
  • 14.4 In case of any errors arising due to the functionality of the Citrus Wallet or software of PayU Payments, PayU Payments shall use its best endeavours to rectify such errors and if any such error results in receipt of an amount less than the correct amount, which you are entitled to, PayU Payments will credit your Citrus Wallet with the difference. In the event such error results in you receiving amount in excess of the amount you are entitled to, then you hereby authorize PayU Payments to debit such extra funds from the Available Balance in your Citrus Wallet.
  • 14.5 In the event you erroneously send a payment to a wrong party or send a payment for a wrong amount, PayU Payments shall have no liability in this regard and your only recourse will be to contact or pursue your remedies against such third party to whom such payment was sent and seek a refund. Subject to Applicable Laws, PayU Payments will not refund or reverse a payment erroneously made by you.
  • 14.6 Subject to Applicable Laws, PayU Payments may at its sole discretion withdraw or suspend any services or amend any of the features of the Citrus Wallet without notice to you.
  • 14.7 PayU Payments shall have the sole discretion to not allow the User to carry out a transaction where it has reason to believe that the use of Citrus Wallet is not authorized or the transaction appears not genuine or unclear or is such so as to raise a doubt about such transaction being fraudulent or in breach of any Applicable Laws including but not limited to anti-money laundering laws.
  • 14.8 PayU may terminate these Citrus T&Cs and/or the services provided hereunder for any reason including for reasons of breach of these T&Cs or breach of any of the applicable policies of the PayU Payments in relation to the Citrus Wallet or in case RBI requires PayU Payments to do so.
  • 14.9 PayU Payments reserves the right to suspend/discontinue Citrus Wallet services to the User at any time, for any cause, including, but not limited, to the following:
    • 14.9.1. For any suspected violation of Applicable Laws including any rules, regulations, orders, directions or notifications issued by RBI from time to time; or for any violation of these Citrus T&Cs.
    • 14.9.2. For any suspected discrepancy in the detail(s), documentation or KYC details/documents provided by the User.
    • 14.9.3. To combat potential fraud, use of abusive language, sabotage, willful destruction, threat to national security or for any other similar reasons.
    • 14.9.4. Technical failure, modification, upgrade, variation, relocation, repair, and/or maintenance due to any emergency or for any technical reasons.
    • 14.9.5. Any transmission deficiencies caused by topographical and geographical constraints/limitations.
    • 14.9.6. The mobile connection (or mobile number) with which your Citrus Wallet is related ceases to be operational or is not in your possession and direct control.
    • 14.9.7. If PayU Payment believes, in its reasonable opinion, that suspension/discontinuation is necessary to safeguard the interests of the User or of PayU Payments or of any third party.
  • 14.10 From time to time, PayU Payments, at its sole discretion, can add to or remove Merchants who may accept payments from the Citrus Wallet.

  • 14.11 PayU Payments may at its sole discretion: (i) prohibit You from accessing the Citrus Wallet or avail any Citrus Wallet Services or impose such restrictions as may be deemed necessary by PayU Payments’ in its sole discretion and/or as may be required under Applicable Laws; (ii) terminate with or without notice any Citrus Wallet or use of Citrus Wallet if any information provided by You is false, fictitious, inaccurate, not current or incomplete; or (iii) prohibit You to access the Citrus Wallet or avail any Citrus Wallet Services if you are blacklisted or under any sanctions list under Applicable Laws; or (iv) terminate with or without notice any Citrus Wallet or use of Citrus Wallet if You fail or to observe any of your obligations as contained in these Citrus T&Cs.

  • 14.12 PayU Payments reserves the right to monitor each transaction in relation to the Citrus Wallet to monitor high-risk and fraudulent transactions. If your transaction is classified as a high-risk transaction or is suspected of fraud, PayU Payments may place a hold on the deposit/withdrawal or payment and may ask you for more information on you and your funding source. PayU Payments may at its discretion conduct a review and either clear or cancel the transaction.

XV. DISCLAIMER

IT IS HEREBY CLARIFIED THAT THE CITRUS WALLET SERVICES THROUGH THE CITRUS WALLET ARE PROVIDED TO THE USERS ON AN ‘AS IS’ AND ‘AS AVAILABLE’ BASIS, WITHOUT ANY REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED BY PAYU PAYMENTS. PAYU PAYMENTS DISCLAIMS ANY WARRANTY, IMPLIED OR OTHERWISE, REGARDING THE CITRUS WALLET SERVICES, INCLUDING WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. PAYU PAYMENTS IN NO WAY WHATSOEVER WARRANTS THAT THE CITRUS WALLET SERVICES WILL BE UNINTERRUPTED OR ERROR FREE, NOR DOES PAYU PAYMENT WARRANT THAT IT DOES OR WILL REVIEW INFORMATION FOR ACCURACY OR THAT PAYU PAYMENTS WILL PRESERVE OR MAINTAIN THE USER INFORMATION IN RELATION TO THE CITRUS WALLET WITHOUT LOSS THEREOF. PAYU PAYMENTS SHALL NOT BE LIABLE IN ANY MANNER WHATSOEVER FOR DELAYS, INTERRUPTIONS, SERVICE FAILURES OR OTHER PROBLEMS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS OR OTHER PAYMENT SYSTEMS.

 

XVI. LIMITATION OF LIABILITY

  • 16.1 A User’s liability arising out of an unauthorized payment transaction in relation to the User’s respective Citrus Wallet will be limited to such extent as provided under the PPI Master Directions.
  • 16.2 It is clarified that the liability of User, as applicable, for any unauthorized transaction in relation to the User’s respective Citrus Wallet shall be :
    • 16.2.1. Zero Liability of the User- A User’s entitlement to zero liability shall arise where the unauthorized transaction occurs in following manner:
      • (a) Contributory fraud/negligence/deficiency on the part of PayU Payments (irrespective of who reports the transaction); and
      • (b) Third party breach where the deficiency lies neither with PayU Payments nor with the User but lies elsewhere in the system, and User notifies to PayU Payments regarding the unauthorized transaction within 3 days after the transaction was confirmed to User by PayU Payments.
    • 16.2.2. Limited Liability of the User- The User shall be liable for the loss occurring due to unauthorised transactions in the following manner:
      • (a) In cases where the loss is due to negligence by the User, such as where Citrus Wallet holder has shared the payment credentials, the User will bear the entire loss until the User reports the unauthorised transaction to PayU Payments. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the PayU Payments.
      • (b) In cases where the responsibility for the unauthorised transaction lies neither with PayU Payments nor with the User, but lies elsewhere in the system and when there is a delay of 4-7 days in the User notifying to PayU Payments regarding the unauthorized transaction after the transaction was confirmed to the User by PayU Payments, the per transaction liability of the consumer shall be limited to the transaction value or INR10,000/- whichever is lower.
      • (c) In cases where the responsibility for the unauthorised transaction lies neither with PayU Payments nor with the User, but lies elsewhere in the system and when there is a delay of more than 7 days in the User notifying to PayU Payments regarding the unauthorized transaction after the transaction was confirmed to User by PayU Payments, PayU Payments shall evaluate and determine the same as per its board approved policy.
  • 16.3 PayU Payments may also, at its discretion, decide to waive off any User liability in case of unauthorised electronic payment transactions even in cases of User negligence.

  • 16.4 PayU Payments assumes no responsibility and will incur no liability if it is unable to effect any payment instruction(s) owing to any one or more of the following circumstances :

    • 16.4.1. If the payment instructions issued by the User are incomplete, inaccurate, invalid or delayed;

    • 16.4.2. If the Citrus Wallet has insufficient Available Balance to cover for the amount as mentioned in the payment instruction(s);

    • 16.4.3. If the Available Balance available in the Citrus Wallet is under any encumbrance or charge;

    • 16.4.4. If conformation of successful transaction is not received by PayU Payments from any relevant third parties;

    • 16.4.5. Any amount transferred erroneously by the User to any Merchant will not be refunded to the User by PayU Payments in any circumstance whatsoever;

    • 16.4.6. Any information that may have become outdated since the last time the particular piece of information was updated; and

    • 16.4.7. Circumstances beyond the control of PayU Payments (including, but not limited to fire, flood, natural disasters, bank strikes, power failure, systems failure like computer or telephone lines breakdown).

  • 16.5 Notwithstanding anything to the contrary herein, neither PayU Payments, nor its agents, service providers, affiliated companies, subsidiaries, its and their employees and directors or any other related party will have any liability to the User or to any third party for any indirect, incidental, special or consequential damages or any loss of revenue or profits arising under or relating to provision of Citrus Wallet Services, even if any of the said parties had been advised of, knew of, or should have known of the possibility of such damages. To the extent permitted by Applicable Laws, PayU Payments’ maximum aggregate liability to the User for any causes whatsoever, and regardless of the form of action, will at all times be limited to the transaction value.

XVII. OTHER MISCELLANEOUS TERMS

  • 17.1 You specifically agree that in order to facilitate the provision of Citrus Wallet or to meet any legal or regulatory obligations, PayU Payments may disclose any information or particulars relating to You to any authority, statutory or otherwise or to any other third party.
  • 17.2 Any material downloaded or otherwise obtained through the use of the Citrus Wallet Services is done at your own discretion and risk and that you will be solely responsible for any damage to your device or loss of data that results from the download of any such material. No advice or information, whether oral or written, obtained by the you from PayU Payments or through or from the Citrus Wallet Services will create any warranty not expressly stated in these Citrus T&Cs.

XVIII. INTELLECTUAL PROPERTY

  • 18.1 PayU Payments owns or is licensed to use all Intellectual Property in the Citrus Wallet Services. You may not use any of PayU Payments’ Intellectual Property for any purpose other than as may be required to use the Citrus Wallet Services. All content, data and information in relation to the Citrus Wallet including without limitation the text, software, scripts, source code, API, graphics, photos, sounds, music, videos and interactive features and the trademarks, service marks and logos contained therein (“PayU Content”), are owned by PayU in perpetuity. PayU Content is provided to You on a “as is”, “as available” and “with all faults” and may not be downloaded, copied, reproduced, distributed, transmitted, broadcast, displayed, sold, licensed, or otherwise exploited for any purposes other than as intended under these Citrus T&Cs, without the express prior written consent of PayU. No right or license under any copyright, trademark, patent, or other proprietary right or license is granted by these Citrus T&Cs unless expressly provided under these Citrus T&Cs. PayU reserves all rights not expressly granted in and to the PayU Content, the Citrus Wallet, and these Citrus T&Cs do not transfer ownership in or license or any interest in any of those rights.
  • 18.2 You acknowledge that PayU Payments is the sole and rightful owner of the Intellectual Property Rights in the PayU Content and You agree not to register, use or file in Your own name or in the name of any other person or company any trademarks same or similar or resembling in any manner the Intellectual Property in the PayU Content and not to associate the Intellectual Property with Your or their businesses, except for the purposes as expressly specified in these Citrus T&Cs.
  • 18.3 You shall not reproduce, distribute, transmit, modify, create derivative works, display, perform or otherwise use the Citrus Wallet, the platform or any of the Intellectual Property Rights, or attempt to reverse engineer, decompile, disassemble, or derive the source code for the Citrus Wallet platform or use the platform or website to create a competing product.
  • 18.4 “Intellectual Property Rights” for the purpose of these Citrus T&Cs shall always mean and include the Citrus Wallet Services, software, copyrights, whether registered or not, patents including rights of filing patents, trademarks, trade names, trade dresses, house marks, collective marks, associate marks and the right to register them, designs both industrial and layout, moral rights, broadcasting rights, displaying rights, distribution rights, selling rights, abridging rights, translating rights, reproducing rights, performing rights, communicating rights, adapting rights, circulating rights, protected rights, joint rights, reciprocating rights and infringement rights and the terms “Intellectual Property” shall also be construed accordingly. All those Intellectual Property Rights arising as a result of domain names, internet or any other rights available under Applicable Laws shall vest with PayU Payments as the owner of such domain names, internet or any other rights.

XIX. GRIEVANCE REDRESSAL

Please see PayU Payments’ Grievance Redressal Policy and Online Dispute Resolution Policy for Failed Transactions

 

XX. DISPUTE RESOLUTION

These Citrus T&Cs and performance thereof shall be governed by and construed in accordance with the laws of India. Subject to the provisions of these Citrus T&Cs and the Grievance Redressal Policy of PayU Payments with respect to the Citrus Wallet, you confirm that, if any dispute(s) or difference(s) shall arise between You and PayU Payments in connection with or arising out of these Citrus T&Cs, PayU Payment and you shall attempt, for a period of 90 (ninety) days from the receipt of a notice from the other party of the existence of a dispute(s), attempt to settle such dispute(s) by mutual discussions. If the said dispute(s) cannot be settled by mutual discussions within the ninety-day period provided above, PayU Payments or You may approach the courts at New Delhi which shall have the exclusive jurisdiction over any disputes relating to the subject matter of these Citrus T&Cs.

 

XXI. SUPERSEDING TERMS AND CONDITIONS

  • 21.1 These Citrus T&Cs shall be effective from the date of publication hereof and shall supersede all previous versions of any terms and conditions in relation to the Citrus Wallet or Citrus Wallet Services.

.

Schedule 1: Charges 

S No.  Nature of Transaction   Charges levied by PayU Payments in relation to use of Citrus Wallet   
1 Citrus Wallet loading   INR 0 per transaction  
2 Money transfer to another Citrus Wallet (if any)  INR 0 per transaction  
3 Money Transfer to bank account   INR 0 per transaction  
4 Merchant payment   INR 0 per transaction  
5 Inactivity charges  INR 0  

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Schedule 2: Citrus Wallet Variants  

Parameters 

Minimum KYC Citrus Wallet Category 2 

Full KYC Citrus Wallet  

Reloading 

Allowed 

Allowed 

Loading / Reloading source 

From bank account, debit card, credit card.  

 

Subject to applicable law, from other prepaid payment instruments (as permitted by PayU Payments as per applicable law) and/ or electronic remittances made by or through any entity regulated by RBI.   

 

No loading/reloading by cash will be permitted. 

From bank account, debit card, credit card, other prepaid payment instruments (as permitted by PayU Payments as per applicable law) and/ or electronic remittances made by or through any entity regulated by RBI.    

 

No loading/reloading by cash will be permitted. 

Issuance type 

Electronic form or card (as decided by PayU Payments). 

Electronic form or card (as decided by PayU Payments). 

Max amount load per month 

Rs.10,000/- 

 

Max amount load per financial year 

Rs.1,20,000/- 

 

Max amount outstanding 

Rs.10,000/- 

Rs.2,00,000/- 

Max amount debit per month 

Rs.10,000/- 

 

Purchase of goods/services 

Allowed 

Allowed 

Fund transfer (to Bank Account or PPIs of same or another issuer) 

Not allowed 

Allowed

  

Own bank account (verified by PayU Payments) or  back to source 

Pre-register beneficiaries 

Not allowed 

Allowed 

Fund transfer limits 

NA 

Upto INR 1,00,000 /month for pre-registered beneficiaries. 
Upto INR 10,000 in all other cases. 

PPI closure 

Allowed 

Allowed 

Amount transfer on closure 

Back to source. 

Bank account, other Citrus Wallet or another PPI (as permitted by RBI), subject to verification and due diligence by PayU Payments. 

Others 

As may be permitted by PayU Payments from time to time. 

As may be permitted by PayU Payments from time to time.