Customer Liability Policy

The objective of this policy is to limit the liability of Customers in unauthorised / fraudulent transactions involving the semi closed loop reloadable and gift cards.

Reporting of unauthorised transactions by customers to PEV

It is mandatory to provide the card number, mobile no of the beneficiary / user of the card. OTP confirmation is required at the point of redemption and SMS alert is being sent to the customers at the point of redemption.

It is mandatory for a cardholder to report an unauthorised/fraudulent transaction within one working day of such event.

(a) Zero Liability of a Customer

A customer’s entitlement to zero liability shall arise where the unauthorised transaction occurs in the following events:

Contributory fraud/ negligence/ deficiency on the part of PEV.

(b) Limited Liability of a Customer

A customer shall be liable for the loss occurring due to unauthorised transactions in the following cases:

  • In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorised transaction to PEV. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the PEV.
  • In cases where the responsibility for the unauthorised electronic transaction lies neither with PEV nor with the customer, but lies elsewhere in the system and when there is a delay (of one working days after receiving the communication from the PEV) on the part of the customer in notifying PEV of such a transaction, the per transaction liability of the customer shall be limited to the transaction value or the card load value, whichever is lower.
(c) Indemnity

The Cardholder hereby agree to indemnify and keep PEV indemnified from and against all actions, claims, demands, proceedings, losses, damages, personal injury, costs, charges and expenses whatsoever which PEV may at any time incur, sustain, suffer in respect of the cardholders use of Card or otherwise. Unless, expressly provided herein, PEV disclaims any liability to the cardholder in this regard.


Reporting & Escalation

Reporting of any unauthorized transaction must be made on:

Level-1 Escalation: Department Head / HOD / Functional Head: Amarprit Gill (Email: & Phone: 91-22-66756002 Ext: 137)

Level-2 Escalation: Business Head / CEO / COO: Ratnesh Jain (Email: & Phone: 91-22-66756002 Ext: 128)

Level-3 Escalation: Directors / Managing Committee: Yash Mehta (Email: & Phone: 91-22-66756002 Ext: 134)