Freecharge Digital Lending Privacy Policy

This privacy policy is a legally binding document between you and Freecharge. The terms of this privacy policy will be effective upon your accessing any digital loan/digital lending product available on the “website” (website/mobile site/mobile application) of Freecharge and will govern the relationship between you and Freecharge for your use of the website. This document is published and shall be construed in accordance with the provisions of the Information Technology (Reasonable Security Practices And Procedures And Sensitive Personal Data Or Information) Rules, 2011 under the Information Technology Act, 2000; the Digital Lending Guidelines as published and updated by the RBI from time-to-time, and other applicable regulations.

This privacy policy shall be read together with the respective terms of use or other terms and conditions of Freecharge, including the general Privacy Policy which can be found on our website here: https://merchant.freecharge.in. This privacy policy shall be applicable to customers availing digital lending services from Freecharge. However, if you use any other services provided by us, the general Privacy Policy shall apply. We will ensure that the Personal Information collected from you when you avail our other services will not be used for any of the digital lending services we provide without your explicit consent.

This privacy policy describes how your data and ‘Personal Information’ is used for facilitating loan products offered by our lending partners on the Freecharge website.

This policy may be amended / updated from time to time. We will notify you of any amendment of, or update to, the policy; as required under applicable laws.

In this policy, Personal Information shall mean any information that relates to a person; which can be used by itself to uniquely identify, contact, or locate a person, or can be used with information available from other sources to uniquely identify an individual.

Freecharge intends for this Privacy Policy to help you understand the following:

What Personal Information is collected from you when you avail loan products?
What do we do with the Personal Information we collect?
How do we secure your Personal Information?
What control can you exercise over the Personal Information we collect?
How long do we store the Personal Information collected?
How can you contact us for any Grievances you may have?

Freecharge follows a data collection approach that is strictly need-based, gathering information only when necessary, and only when you have given explicit consent for the same.

What Personal Information is collected from you when you avail loan products?

To facilitate your use of loan products, we may collect the following:

Personal Details: Full name, date of birth, gender, email ID, mobile number, PAN Number, marital status, father's & mother's name, current and permanent address.
Employment & Income details: Employment/ profession type, employer/ company name, industry, registration type, individual & household income, office address.
Bank Details: Bank account number, IFSC code, Bank name,
Information obtained from your mobile device by way of using our app like device information (including storage, model, mobile network, apps installed) but excluding phonebook, call logs, contacts and photos/media.
In addition, we may also request one-time access to certain features of your mobile phone like camera, microphone, location or any other facility, necessary for the purposes of credit assessment/on-boarding/KYC performed by lending partners. We do not collect or store any biometric data.

What do we do with the Personal Information we collect?

Any Personal Information we get from you is stored only in servers located within India, and will only be used for limited purposes. These limited purposes may include (non-exhaustively):

Facilitation of your loan application from our lending partners
Compliance with laws or orders from regulators, courts, or other authorized bodies
Maintenance and administration of our website
Improving our marketing to provide you with customized offerings and deals, etc.
Maintain and improve our products and services
To send communication, through SMS, Voice Call, IVR, WhatsApp or any third-party messaging platform, in relation to your use of the Platform or Services, or to address any grievances raised by you.
To undertake research and analytics for mitigating frauds.

No Personal Information will be shared with any third party unless you have given explicit consent to us for the same, except for cases where such sharing is required as per statutory or regulatory requirements. We will share the information collected with third parties and our business associates for the purpose of availing technology services and promotional/business communication. A list of all third parties we share your Personal Information with (as per your explicit consent), is provided here.

How do we secure your Personal Information?

Your Personal Information is safe with us. We have implemented robust and industry-standard procedures, in accordance with applicable laws, to safeguard Personal Information and uphold security. It remains your responsibility to protect the security of your login details. Our servers are situated within secure environments, reinforced by firewalls and advanced security technologies, which effectively deter unauthorized interference or external access. These measures are in place to prevent unauthorized access, maintain data accuracy, and ensure appropriate data usage. Despite the reasonable security measures applied across all our digital platforms and internet connections, it is essential to acknowledge that security risks beyond our control, such as hacking, virus dissemination, force majeure events, breaches of firewall, and secure server software, may still pose potential threats. In the improbable incident of a data breach; Freecharge will take necessary and appropriate steps to mitigate the damage and to safeguard our user’s data. Further, reporting of such incident shall be done as per the requirement of applicable laws.

While the information is shared with third parties as per purposes set out in this Policy, processing of your Personal Information is governed by their policies. Freecharge ensures stricter or no less stringent privacy protection obligations are cast on these third-parties, wherever applicable and to the extent possible. Freecharge may also share Personal Information with third-parties such as legally recognized authorities, regulatory bodies, governmental authorities, and financial institutions as per purposes set out in this Policy or as per applicable laws. In the event you suspect that your personal information has/may have been compromised, you may reach out to our grievance officer and inform him/her of the same. Freecharge will take reasonable measure to redress the user’s above grievance.

What control can you exercise over the Personal Information we collect?

You will be able to contact the Grievance Redressal Officer (details provided below) if you wish to revoke consent already granted for use of any data or for collection of personal data, restrict disclosure to third parties, or if you wish for all your data to be removed from our custody (Please note that some data may still be retained in order to comply with applicable laws and regulations). You can raise the deletion request at merchantsupport@freecharge.com and the same shall be completed within a period of 90 days from the date on which the request is received.

How long do we store the Personal Information collected?

Your information will be stored and retained by us for a period of 7 years, or until necessary to fulfil the stated purpose(s) at the time of collection. The aforementioned duration of seven years will be computed either from the moment your account is terminated or from the most recent instance of accessing our services, whichever occurs later. Further, upon any request by you for deletion, we will proceed to remove your Personal Information, unless you have an ongoing loan or active service with us, or if the retention of your Personal Information is mandated by relevant laws or regulatory obligations.

Details of Lending Partners/ Service Providers

Links to the website of our lending partners for further/detailed information about the loan products, the lender, the LSP (Us), particulars of customer care, link to Sachet Portal, privacy policies, etc. are provided below.

How can you contact us for any Grievances you may have?

If you find any discrepancies or have any grievances in relation to the collection, storage, use, disclosure and transfer of your data under this policy, any of the terms and conditions, or other policies of Freecharge, please contact the following personnel:

Mr. Nemash Simaria,

Designated grievance officer

Phone: 9773840200

E-mail: merchant.grievanceofficer@freecharge.com

Working Days: Monday to Friday

Working Hours: 9:30 am to 6:30 pm

We will strive to address your feedback and concerns in a timely and effective manner. The details of the grievance officer may be changed by us from time to time by updating this policy.

Grievance Redressal for Axis Bank

Digital lending customers can connect to the bank through calls, email or by visiting branch/loan centres. Axis bank has set a maximum 10 days response time period and if the concerned customer is dissatisfied with the response received, he/she can escalate the complaint to Level 2.

Level 1 - Front End Channels

Contact number: 1860-419-5555/1860-500-5555
Complaint Registration: https://application.axisbank.co.in/webforms/axis-support/index.aspx
Branches/Loan Centres: Customers can visit the “Locate Us” section of the website (www.axisbank.com) to get the details of the nearest branch or loan centre

Level 2 - Digital Lending Grievance Redressal Officer (GRO)

Please find the contact details for Grievance Redressal Officer (GRO) designated specifically to assist with digital lending / FinTech related concerns.

Write to	Email	Call
Name: Mr. Ashish Rajput Designation: Assistant Vice President Address: Axis Bank Limited, NPC1, 5th Floor, Gigaplex, Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai - 400708	nodal.officer@axisbank.com	Contact No.: 08061865200 Timings : 9.30 am to 5.30 pm. Monday to Saturday (except 2nd and 4th Saturdays and Bank Holidays)

Write to

Call

Name: Mr. Ashish Rajput Designation: Assistant Vice President

Address: Axis Bank Limited, NPC1, 5th Floor, Gigaplex, Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai - 400708

nodal.officer@axisbank.com

Contact No.: 08061865200

Timings : 9.30 am to 5.30 pm. Monday to Saturday (except 2nd and 4th Saturdays and Bank Holidays)

Level 3 – Principal Nodal Officer

If the concerned customer still feels dissatisfied with the solution provided at Level 2, he/she can connect with the bank’s Principal Nodal Officer using the below-mentioned channels.

Write to	Email	Call
Ms. Deepti Radkar Executive Vice President, Address: Axis Bank Limited, NPC1, 5th Floor, Gigaplex, Plot no I.T.5, MIDC, Airoli Knowledge Park. Airoli, Navi Mumbai - 400708	pno@axisbank.com	Contact No: 08061865098 Timings: 9.30 am to 5.30 pm Monday to Saturday (except 2nd and 4th Saturdays and bank holidays)

Disclaimers

Our website may display links to third party websites/applications that we cannot control and we are not responsible for their activities.

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