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Customer Protection Policy

Customer Protection Policy – BharatOne Services and Affiliates Pvt. Ltd.

Last Updated: July 30, 2026

BharatOne Services and Affiliates Pvt. Ltd. ("BharatOne", "Company", "we", "our", or "us") is committed to providing secure, transparent, fair, and customer-centric digital services. We strive to protect the rights and interests of our customers while maintaining the highest standards of integrity, transparency, and compliance with applicable laws of India, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and all applicable regulatory guidelines governing our services.

This Customer Protection Policy applies to all customers, merchants, franchisees, service centers, business partners, retailers, and users accessing BharatOne's digital platform and associated services.

1. Fair and Transparent Services

BharatOne is committed to complete transparency in all services offered through its platform.

  • Service charges, convenience fees, commissions, and applicable taxes are disclosed before a transaction is completed.
  • Customers will not be subjected to hidden charges.
  • Any applicable terms, conditions, eligibility requirements, or limitations are communicated prior to service activation.

2. Right to Information

Every customer has the right to receive accurate, complete, and understandable information regarding:

  • Services offered through the BharatOne platform.
  • Applicable fees and charges.
  • Processing timelines.
  • Documentation requirements.
  • Refund eligibility.
  • Cancellation policies.
  • Service limitations.
  • Customer support channels.

Customers are encouraged to review all applicable terms before proceeding with any transaction.

3. Fair Business Practices

BharatOne maintains a strict policy against:

  • Misrepresentation of services.
  • False promises.
  • Unauthorized commitments.
  • Misleading advertisements.
  • Unfair sales practices.

All authorized service centers, franchisees, agents, and employees are expected to maintain professional and ethical standards while assisting customers.

Any suspected misconduct may be reported through BharatOne's Grievance Redressal mechanism.

4. Secure Transactions

BharatOne employs commercially reasonable administrative, technical, and organizational safeguards to protect customer transactions.

Customers should immediately report:

  • Unauthorized account access.
  • Suspicious transactions.
  • Fraudulent activity.
  • Lost credentials.
  • Phishing attempts.
  • Identity theft.

Upon receiving a valid complaint, BharatOne will coordinate with the relevant payment service providers, banking partners, or government departments, as applicable, to investigate and facilitate resolution in accordance with applicable regulations and partner procedures.

5. Protection of Personal Information

BharatOne values customer privacy. We are committed to:

  • Collecting only necessary information.
  • Using customer information solely for legitimate business purposes.
  • Protecting personal data through appropriate security measures.
  • Restricting unauthorized access.
  • Never selling customer personal information to third parties.

Customers may request correction, updating, or deletion of eligible personal information, subject to applicable legal and regulatory retention obligations.

6. Service Quality Commitment

BharatOne continuously works to improve service quality by:

  • Maintaining reliable digital infrastructure.
  • Monitoring service performance.
  • Providing trained customer support.
  • Reviewing customer feedback.
  • Implementing continuous operational improvements.

7. Refunds and Dispute Resolution

Where a transaction is eligible under BharatOne's Refund Policy:

  • Refund requests will be processed within the prescribed timelines.
  • Transaction disputes will be investigated fairly and impartially.
  • Customers will receive updates regarding the status of their complaint.

Certain services provided by government departments, banks, payment partners, or third-party providers may have separate refund policies beyond BharatOne's control.

8. Customer Responsibilities

Customers are responsible for:

  • Providing accurate information.
  • Maintaining confidentiality of account credentials and OTPs.
  • Reviewing transaction details before confirmation.
  • Promptly reporting unauthorized activity.
  • Complying with applicable laws and BharatOne's Terms of Service.

9. Non-Discrimination

BharatOne is committed to providing services fairly and without discrimination based on race, religion, caste, gender, disability, age, or any other legally protected characteristic, subject to applicable legal, regulatory, and service eligibility requirements.

10. Customer Grievance Redressal

Customers who experience any issues may contact BharatOne through the official customer support channels.

Complaints are acknowledged, recorded, investigated, and resolved as promptly as reasonably practicable. Matters involving banking institutions, payment gateways, government departments, or third-party service providers may require additional processing time depending on the respective organization.

11. Policy Updates

BharatOne may amend this Customer Protection Policy from time to time to reflect changes in applicable laws, regulations, operational practices, or business requirements.

The latest version will always be available on the official BharatOne website and shall become effective upon publication.

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