Legal & Compliance

USER TERMS AND CONDITIONS

Last Updated: 18/03/2019

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING ANY OF OUR SERVICES

This document is an electronic record in compliance of Information Technology Act, 2000 and amendments thereof from time to time and the rules there under as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.

 

These User terms and conditions (together with the documents referred to in it) (“Terms”) are the terms on which you may make use of our service wallet, the associated mobile and software applications (either existing or available in the future) and Fino MSRTC smart card (“Travel card” or “CityCash MSRTC SmartCard”), whether as a guest or a registered user (“Uses”). Uses include registering, loading, debiting, issuing, claiming, blocking, reissuing and activating/deactivating to use the smart card services. Please read these Terms carefully before you start using these services.

 

By using our services, you confirm to have understood and accept these Terms and agree to comply with them. If you do not agree to these Terms and any amendments made thereof, you must not use/stop using the smart card services with immediate effect. Citycash reserves the right to change these terms at any point of time without any prior intimation to customers using services. Continued usage of the services is deemed as acceptance of the changes in the same. If changed, these changes will be reflected on our website and the date of the last change displayed on the top of the page. Your continued use of ‘CityCash’ services or the website/App after we have made such changes will constitute your acceptance of the new privacy policy.

 

The terms “We”, “Our”, “CityCash”, “TSDISPL”, “Company” and “Us” refers to the Company, and the terms “User”, “You”, “Your” and “Customer” refer to a User of our Services (both online and offline smart card related services through any platform).

1. ABOUT US

Tap Smart Data Information Services Pvt. Ltd.:  Also referred to as CityCash or TSDISPL, is the service provider and aggregator for implementation of Smart cards for bus ticketing at MSRTC having a registered office at 6th Floor, B wing, Akruti Trade Centre, Rd. no. 7, MIDC, Andheri East, Mumbai – 400093.

The smart card services are provided by a consortium of partners including MSRTC, Fino Payments Bank, Trimax IT Infrastructure Pvt. Ltd., Citycash, STS and there service providers. The smart card is to be used for (i) Purchasing of Bus passes and tickets (to be used inside MSRTC buses via ETI machine), (ii) Spending across partnered merchants such as Kirana stores etc. across the state of Maharashtra or wherever the card is accepted as a mode of payment now or in the future. 

2. DEFINITIONS

Smart Card: Physical card issued by MSRTC for automating system of concessional card/ passes and ticketing using E-Purse.

Travel Wallet (TW): Travel wallet is a closed loop digital wallet available within the card and can be used for ticket purchase in MSRTC buses only. MSRTC is the issuing authority of the Travel wallet. This wallet is physically written onto the card so that it works in the offline mode. The wallet pocket at the backend is just a mirror of the wallet written on the card.

Shopping Wallet (SW):  Semi closed loop digital wallet available inside the card and can be used for purchasing of bus tickets, bus passes, TW packages and other use cases as applicable from time to time. As per RBI rules, it is allowed only for customers above 18 years of age. Fino payment bank is the issuing authority of this wallet. This wallet is physically written onto the card so that it works in the offline mode. The wallet pocket at the backend is just a mirror of the wallet written on the card.

Wallet(s) or E-purse: refers to a user’s travel wallet and/or shopping wallet, as the case may be. Loading of wallets is allowed only in the online mode (and in offline mode inside MSRTC buses). However spending is only allowed in offline mode.

Business Correspondent (BC): It refers to the authorized banking correspondent of FINO Payments bank Ltd. Aggregated by the Bank itself or any other aggregator providing services related to the MSRTC Smart Card Program.

Note: Services provided by these BC’s does not directly come under the purview of CityCash and it cannot be held responsible for any inconvenience caused to the customer for what so ever be the reason.

Merchant: The retail agents who accept payment in lieu of service/goods offered to the customer via the shopping wallet offered in the smartcard.

Customer or Applicant: It refers to any individual who wishes to or is currently using the smart card services.

Fees: It refers to the charges levied on the customer in exchange of the smart card services provided by consortium. Fee levied on different transaction types is tabulated in fee structure head.

Bank or Fino Payments Bank Ltd: Means Fino Payments Bank Ltd, the issuing authority of Shopping Wallet, a company incorporated under the company act having registered address at Shree Sawan Knowledge Park, Plot No. D-507, Second Floor, MIDC Turbhe, Navi Mumbai- 400705. Fino payments bank is the issuing authority of the card.

Know Your Customer (KYC): As per RBI issued guidelines from time to time under which the bank may be required to procure personal identification details along with supporting documents from the Customer. Such information or documents may be required at the time of application or later, for availing and continuation of the services.

Minimum KYC: OTP based verification of the mobile number against which the wallet is being issued. In addition to this, customer has to provide an official valid document number (Example- Voter ID / Passport / Driver License etc.)

Full KYC: It is mandatorily required for those using shopping wallet services issued using the minimum kyc route services for 365 days. As per RBI rules, all customers need to complete full KYC to continue uninterrupted services. If failed to do so, RBI rules suggest that further loading of the wallet be stopped after the said date crosses. However spending of the loaded amount is allowed. Customers need to visit the nearest eligible touch point with in 365 days of registration for Shopping Wallet to get the full KYC done to continue using the services.

RBI Guidelines: Means the applicable guidelines, regulations, notifications and instructions issued by RBI related to the semi closed loop pre-paid payment instruments in India. It is the sole responsibility of Bank to adhere to all the RBI guidelines related to SW as it is being issued by the bank itself. CityCash cannot be held liable for breach of any such guidelines.

3. FEATURES:

   Terms and conditions for various key features included in TSDISPL’s services are mentioned as follows-

        a)  Registration and Issuance

  • The wallet(s) and prepaid card holder/applicant acknowledges and understands that the Shopping wallet/ Travel wallet and prepaid card is being issued based on his/her application.
  • In order to get prepaid card and wallet(s), user must submit the correct personal information (Unique identification, Name, DOB, Current address, Mobile number, other relevant document proof, etc.)
  • The company reserves the right to reject any application without owing any justification to the applicant.
  • Applicant/User must be physically present at the issuance counter for registration/issuance.
  • Any usage of the card by any individual other than the holder of the card is not permitted.

  • CityCash and its partners reserve the right to change the process of customer verification for registration without any prior notification to the customer.

      b)    Travel Wallet

  • By default, every Smart Card will be provided with a Travel Wallet.
  • A valid phone number is mandatory to be provided for registering for Travel Wallet.
  • Up to a maximum of 6 [5 (Under 18) + 1 (for Above
    18)] Travel Wallet can be issued against one mobile number.
  • Money loaded in Travel Wallet is converted to points. Once the money is added and converted to points by the travel wallet loading operation, the same is non-refundable and non-transferrable.
  • Travel Wallet does not have any minimum balance requirement. Maximum balance allowed on the TW will be Rs. 5,000. However, the limit is subject to change from time to time without any prior information to the customer.
  • Customer will not be able to transfer wallet amount to any other wallets and Bank accounts.
  • This reloadable wallet can be used for the purchase of the travel ticket inside MSRTC buses only.
  • A bonus of 5% is given on the effective loaded amount in the Travel Wallet.
  • The bonus is provided by MSRTC to the customers availing the smart card services and it reserves the
    right to increase or decrease the bonus percentage without any prior information to the customer.

  • Upon surrender of the card, TW balance is forfeited and is non-refundable.

  • For any kind of loss/theft/damage of prepaid card, User is held responsible and any demand for retrieval of funds will not be entertained under any circumstances.

        c)    Shopping Wallet

  • The minimum KYC wallet issued has a monthly loading and spending limit of Rs. 10,000 each. The balance on the full KYC SW cannot exceed the monthly limit of Rs. 100,000. Limit is subject to change from time to time.

  • The maximum balance limit on shopping wallet is Rs. 2,000. Limit is subject to change as per issuing authority and RBI guidelines without any prior information to the customer.

  • For any kind of loss/theft/damage of prepaid card, User is held responsible and any demand for retrieval of funds will not be entertained under any circumstances.

  •  

  • User will have to bear wallet maintenance fee of Rs. 2.50 half yearly basis (plus taxes as applicable).

  • This fee will be charged to the customer upon next loading in the wallet after the said fee is applicable.

  •  

      d)   Ticketing

 

  • User must carry their smart card for utilising card benefits while using MSRTC services.

  • One can use someone else’s wallet for purchasing the tickets, however the passes are restricted to be used only by the holder of the card.

      e)   Load/Top-up

  • No refund will be allowed under any circumstance on Travel wallet balance.

  • No interest will be paid on the wallet account balance.

  • Customer must pay prescribed fees. CityCash reserves the right to amend, increase and reduce the fees in consultation with MSRTC without prior intimation to the customer.

  • User must claim the loaded balance on the card prior to using the card for purchasing any services

      Load Limits:

Wallet Type

Maximum Permissible card Balance ( in Rs.) Monthly Load/Spend limit (in Rs)

Shopping Wallet

Min. KYC 2,000 10,000
Full KYC 2,000 1,00,000
Travel Wallet 5,000 No limit

          f)   Miscellaneous

  • Sale/debit transactions are happening in offline mode, the values will be updated at server only after the transaction is synced at the server. It is possible that the transaction may get synced after few hours/days. Hence, there will be scenarios where the value on card wallet pocket is different from the value available on server wallet pocket.
  • All rules governing registration, issuance, usage and surrender of shopping wallet pocket and travel wallet pocket remains the same for personalized or non-personalized Cards.

  • Partial or part payment will not be allowed or accepted while paying by the card for ticketing purpose. For example: partial payment from Shopping wallet pocket and partial payment via Travel wallet or cash will not be allowed.

  • Travel wallet pocket is linked to your registered mobile number.

  • CityCash will not be held liable for unauthorized use of Travel wallet pocket on account of loss/theft/misplacement of Card. The responsibility to safeguard of the MSRTC Travel wallet pocket balance rests entirely with the customer.

  • The customer accepts that at their request and risk, CityCash has agreed to provide the services to them and the customer accepts full responsibility for all transactions recorded by the use of their Travel Wallet.

  • An instruction given by means of Travel Wallet pocket shall be irrevocable.

  • The customer shall, in all circumstances, accept full responsibility for the use of their Travel Wallet pocket, whether or not processed with his knowledge or his authority, expressed or implied.

  • The customer irrevocably authorizes CityCash to debit the amount utilized by using the MSRTC Travel Wallet pocket for different transactions.

  • The customer agrees to receive all commercial & promotional messages including transactional messages from CityCash even if the customer phone number is registered for DND services.

  • The Customer should hold CityCash indemnified and harmless for its actions in good faith and in the normal course of business based on the transactions.

  • CityCash will employ its best efforts in carrying out the transactions successfully but will not incur any liability to the customer, the merchant, BC or any other person for any reason whatsoever, including for its delay or inability to carry out a particular transaction or an instruction.

  • Amount due and payable by the customer, if not paid separately, shall be recovered by Fino Payments Bank on behalf of CityCash and MSRTC.

  • Debit of wallet on card is non reversible transaction. Hence, in case it is found that the debit of wallet has been performed but the service/goods were not delivered to the customer, the same shall have to notified to the wallet issuing authority by the merchant/customer so that the money can be refunded to the customer. The service provider reserves the right to reject such chargeback/claim requests basis investigation/reconciliation. If there is a case of settlement to the merchant, this chargeback/claim can only be performed before the settlement has been made. If settlement has been made to the merchant, the issuing authority cannot refund the money to customer wallet and the dispute will have to be resolved between the merchant and the customer. These cases will be closed in 15 working days from date of receipt of complaint from merchant/customer.

  • CityCash shall have discretion for not allowing the customer to carry out a transaction where it has any reason to believe that the use of the Travel Wallet pocket is not authorized or the transaction appears not to be genuine or unclear or raises such doubts.

  • CityCash, at its sole discretion, reserves the right to either temporarily or permanently withdraw the privileges of the services, or the Travel Wallet pocket, and/or cancel the services, or the Travel Wallet pocket, at any time without giving any prior notice or assigning any reason thereof, to any customer.

  • By accepting above Terms & Conditions, customer authorizes us to settle funds on his/her behalf. Customer’s authorization will remain in full force and effect until his/her Travel Wallet pocket is closed or terminated.

  • CityCash is neither responsible nor holds any liability if the card is damaged by the user or is unreadable by card reader.

  • Money loaded on card wallet pocket is equivalent to cash (cash in case of Shopping Wallet and points in case of Travel Wallet) . If the card is lost or non- readable, customer will not be able to get any refund of the available amount on the wallet(s). One needs to visit the nearest touch point to put credit freeze on the wallet(s), so as to stop any further loading on it. But debit from the wallet pocket on card cannot be stopped under any circumstances.

  • In such cases, the customer will have to report the card as lost and get a new card reissued.

  • Applicant will have to bear card cost, application fee, processing fee if he/she applies for a new card.

  • Ticketing/ Debit transactions cannot be stopped on a blocked card, however the same cannot be reloaded.

  • Once reported as lost,and the card has been blocked,  the blocked card cannot be unblocked.

  • CityCash is not liable for any fraudulent transaction happened prior or post the card is being reported as lost.

  • At the time of re-issuance, applicant will get same card type which was registered in the system and was reported as lost/damaged.

  • Citycash will not be held responsible for any kind of dispute due to mismatch of information relayed via SMS and online services.

  • A smart card and its corresponding wallets will remain active only for a maximum period of 180 days from the date of last top-up/load. If a card is not loaded for 180 days, it will become inactive and user has to reactivate it by paying the required fee. However, the balance in the respective wallets will remain intact and the same can be used upon reactivation.

  • Only a limited feature might be available at website or app and customer might need to visit nearest BC counter to avail the other services which cannot be made available on website.

  • If the customer no longer wishes to use the smartcard, he/she can surrender the card at MSRTC window or partner outlets. However, any remaining balance on the Travel wallet will not be refunded to the customer. All money remaining the card’s shopping wallet pocket is refunded back to the BPay account of the customer. The customer can use that money for spending.

  • In case of any disputes related to the time of reporting or transaction done on the smart card, the service provider shall reserve the right to block the amount or card.

  • Services provided by the BCs does not directly come under the purview of CityCash, hence it can not be held responsible for any extra money charged by the BC over and above what is defined by CityCash and intimated to the customer via the portal and published on CityCash website.

  • Any complaint related to merchant or BC must be directly resolved by the customer with the merchant establishment

  4. FEE TABLE 

S.no Touch points MSRTC Windows BC Counters
    Card fees (inclusive GST)/loading fees (exclusive of GST) Convenience Fee (Inclusive of GST) Card fees (inclusive GST)/loading fees (exclusive of GST) Convenience Fee (Inclusive of GST)
1 Registration & Issuance    
  Personalized card (PPC and under 18) 50 0 50 12
  Non Personalized card  (OTC) 50 0 50 12
 
2 MSRTC card loading        
  Shopping wallet via cash 1%**** + GST 0 (1%**** + GST) 12
  Travel wallet via shopping wallet 0 0 0 0
  Travel wallet via cash 0 0 (1%**** + GST) 12
 
3 MSRTC bus pass        
  Bus pass purchased during registration for card 0 0 0 0
  Bus pass renewal via cash 0 0 (1%*** + GST) 12
  Bus pass renewal via shopping wallet 0 0 0 12*
  Bus pass renewal via shopping wallet 0 0 0 0**
 
4 Card surrender request 0 0 0 24
 
5 Card block request 0 0 0 24
 
6 Card reactivation 0 0 0 24
 
7 Card re-issuance (OTC) 50 0 50 12
  Card re-issuance (PPC) 50 0 50 12
  Card re-issuance (U18) 50 0 50 12
 
8 Balance check 0 0 0 0
 
9 Upgrade 0 0 0 12

*If SW load was not in the last 3 hours or from the same initator id (one of the 2 conditions failing)

**If SW load in last 3 hours and from same initiator id (both conditions should be true)

***1% is the loading fees on the cost incurred to renew pass

****1% is the loading fees on wallet load amount

5.  APPLICABLE LAW

Please note that these Terms, its subject matter and its formation, are governed by the laws of the Republic of India. The courts of Mumbai, India will have exclusive jurisdiction to deal with any dispute arising out of or in connection with these Terms or any other terms and conditions made applicable on you by us and you consent to the jurisdiction and venue of such courts and waive any objection as to inconvenient forum.

6.   GENERAL TERMS

a)     Invalidity of Specific Terms: If any provision of the Terms is found by a court of competent jurisdiction to be invalid, other provisions of such the Terms shall remain in full force and effect.

b)    Entire Agreement: These Terms and Conditions and Fees Schedules incorporated by reference herein comprise the entire understanding and agreement between you and the Company as to the subject matter hereof, and supersedes any and all prior discussions, agreements and understandings of any kind (including without limitation any prior versions of these Terms), and every nature between and among you and the Company. Section headings in these Terms are for convenience only, and shall not govern the meaning or interpretation of any provision of these Terms.

7. INDEMNIFICATION

In consideration of the Bank and CityCash providing the Cardholder with the facility of the Card, the Cardholder hereby agrees to indemnify and keep the Bank and CityCash and/or its/their employees indemnified from and against all actions, claims, demands, proceedings, losses, damages, costs, charges and expenses whatsoever which the Bank and/or CityCash may at any time incur, sustain, suffer or be put to as a consequence of or by reason of or arising out of providing the Cardholder the said facility of the Card or by reason of the Bank and/or CityCash acting in good faith and taking or refusing to take or omitting to take action on the Cardholder’s instructions, and in particular arising directly or indirectly out of the negligence, mistake or misconduct of the Cardholder, breach or non-compliance of the Terms and Conditions pertaining to the Card and/or fraud or dishonesty relating to any transaction by the Cardholder.

8 CONTACT US

For general enquiries, complaints and/or giving any feedback, please email to support@citycash.in  or call support @ +91-7620-7620-76


Last Updated: 18/03/2019

Shopping wallet pocket is a pocket created inside the BPay at Fino server/platform and same will get inserted inside the NFC card. While issuing the NFC Card (Card), the following will get created at Fino Payments Bank

  1. Wallet Account - It is a prepaid wallet account opened by the bank which can be accessed by the customer through online application/web. This wallet will be opened as per the KYC norms governed by RBI under the master direction on the issuance of Prepaid Payment Instruments. For detailed Wallet T&C’s go to terms-and-conditions.

  2. Shopping wallet pocket It will be a pocket created under the BPay. It cannot be debited through any online application/web. This can be accessed through Smart cards in offline-online mode. Credit to this channel is always online. Debit, however, may be offline through card only.

All the RBI guidelines applicable on prepaid payment instruments are applicable on shopping wallet pocket as well.

Maximum balance limit of shopping wallet pocket is Rs.2000/- (Rupees Three Hundred Only).

Monthly limit of wallet is defined basis the KYC type (Minimal KYC/Full KYC)

  • For Minimal KYC the monthly loading and spending limit is Rs. 10,000

  • For Full KYC the monthly limit is Rs. 1,00,000

Shopping Wallet Pocket will be provisioned on all the cards but will be mandatorily activated for customers who are above 18 years old only.

All customers below 18 years of age, on turning 18 years needs to visit any of the MSRTC window or partner’s outlet to get their Shopping wallet pocket activated.

Following details are required from customer to open the minimal KYC wallet and shopping wallet pocket in Fino Payments Bank:-

  • Full Name

  • Mobile Number

  • Date of Birth

  • Gender

  • Official valid govt ID no. (Passport, Diving License number, voter ID number, job card issued by NREGA duly signed by an officer of the State Government, letter issued by National population register)

  • Email ID(Optional)

For Minimal KYC wallet, customer needs to complete the full KYC by visiting the nearest eligible Fino touch point available for the same within 12 months from the date of issuance of wallet account. Failing which no further credit shall be allowed in such wallets. However, the customer shall be allowed to use the balance available in the wallet account and shopping wallet pocket.

Customer(s) can load money on shopping wallet pocket in cash by visiting the nearest touch point or via any applicable digital mode (MSRTC website/Application or BPay/CityCash web/app). After loading money through the digital mode, customer needs to go to nearest touch point to claim the balance loaded on shopping wallet pocket on card to use the money.

There will be applicable loading charges to load the money in shopping wallet pocket. Also, there will be some additional convenience fees to be charged from customers outside MSRTC bus window.

Money loaded on card wallet pocket is equivalent to cash. If the card is lost, customer will not be able to get any refund of the available amount on shopping wallet pocket on card. One needs to visit the nearest touch point to put credit freeze on the shopping wallet pocket at BPay, so as to stop any further loading on the shopping wallet pocket. But debit from the shopping wallet pocket on card cannot be stopped.

The card will be ‘tap and pay’ at merchant/agent’s POS/Electronic Ticketing Machine to perform credit & debit transaction on the card.

Any customer with 1 phone number is eligible for a maximum of 1 shopping wallet pocket i.e. one card shall be linked with only one contact number owned by the customer.

Shopping wallet pocket can be used for ticket purchase (inside MSRTC buses via ETI machine for payment of normal tickets & concessional tickets) and for spending across all Fino enabled merchants where POS is available in offline mode. Since the sale/debit transactions are happening in offline mode, the values will be updated at server only after the transaction is synced at the server. It is possible that the transaction may get synced after few hours/days. Hence, there will be scenarios where the value on card is different from the value available on shopping wallet pocket in BPay.

All rules governing registration, issuance, usage and surrender of shopping wallet pocket and travel wallet remain the same for personalized or non-personalized Cards.

Partial or part payment will not be allowed or accepted on the Card. For example: partial payment from Shopping wallet pocket and partial payment via cash will not be allowed at any of the touch points.

If the customer no longer wishes to use the smartcard, he/she can surrender the card at MSRTC window or partner outlets. In case of surrender, available balance on shopping wallet pocket will be transferred to the customer’s BPay wallet account. This can be used for the services available on BPay depending on the KYC type (Minimal KYC or full KYC).

Shopping wallet pocket is linked to your registered mobile number. Fino Payments Bank will not be held liable for unauthorized use of shopping wallet pocket on account of loss/theft/misplacement of Card. The responsibility to safeguard of the MSRTC Shopping wallet pocket balance rests entirely with the customer.

The customer accepts that at their request and risk, Fino Payments Bank has agreed to provide the services to them and the customer accepts full responsibility for all transactions recorded by the use of their Shopping wallet pocket.

An instruction given by means of shopping wallet pocket shall be irrevocable.

The customer shall, in all circumstances, accept full responsibility for the use of their Shopping wallet pocket, whether or not processed with his knowledge or his authority, expressed or implied.

The customer irrevocably authorizes Fino Payments Bank to debit the amount utilized by using the MSRTC Shopping wallet pocket for different transactions.

The customer agrees to receive all commercial messages including transactional messages from Fino Payments Bank.

The Customer should hold Fino Payments Bank indemnified and harmless for its actions in good faith and in the normal course of business based on the transactions.

Fino Payments Bank will employ its best efforts in carrying out the transactions successfully but will not incur any liability to the customer, the merchant or any other person for any reason whatsoever, including for its delay or inability to carry out a particular transaction or an instruction.

Amount due and payable by the customer, if not paid separately, shall be recovered by Fino Payments Bank.

Fino Payments Bank may at its sole discretion withdraw or suspend the shopping wallet pocket or any services, or amend any of their features at any time without prior notice to the customer.

Fino Payments Bank shall have discretion for not allowing the customer to carry out a

transaction where it has any reason to believe that the use of the shopping wallet pocket is not authorized or the transaction appears not to be genuine or unclear or raises such doubts.

Fino Payments Bank, at its sole discretion, reserves the right to either temporarily or permanently withdraw the privileges of the services, or the Shopping wallet pocket, and/or cancel the services, or the shopping wallet pocket, at any time without giving any prior notice or assigning any reason thereof, to any customer.

All the rules governing the usage of Shopping wallet are decided by the Fino Payments Bank and CityCash at no point of time be held responsible for any grievances related to it either by the customer or BC or the Merchant. For complete terms and conditions listed by Fino payments bank related to Shopping Wallet, please visit https://bit.ly/2OdG8ug. Bank may also update the Terms and Conditions from time to time. If changed, these changes will be reflected on our website and the date of the last change displayed on the top of the page. Your continued use of ‘CityCash’ services or the website/App after we have made such changes will constitute your acceptance of the new privacy policy.

By accepting above Terms & Conditions, customer authorizes us to settle funds on his/her behalf. Customer’s authorization will remain in full force and effect until his/her shopping wallet pocket is closed or terminated.