1. Introduction

This document is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable and amended from time to time, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. This electronic record is generated by an electronic system and does not require any physical or digital signatures.

These Terms and Conditions (“Terms”) is intended to make you aware of your legal rights and obligations with respect to your access to, and use of, the website https://www.cashfree.com/customers and any related mobile or software applications (“Customer Hub”) provided by Cashfree Payments India Private Limited (“Cashfree”) a company incorporated under the Companies Act, 2013 having its registered office at Building No. 7, 10th Floor, Ecoworld, Sarjapur Marathalli Outer Ring Road, Bellandur, Bengaluru, Karnataka, India, 560103 (“Cashfree”).

These Terms incorporate by reference Cashfree’s Privacy Policy and You are advised to read the policy to understand the manner in which your data is collected, stored and processed by Cashfree when you access, use or provide any information on the Customer Hub. Cashfree may from time to time notify additional policies which become applicable to the usage of services under Cashfree Hub (“Cashfree Policies”) which shall be deemed to be incorporated by reference in this document.

By registering for, using or accessing the Customer Hub, you (hereinafter “You” / “Your” “User” / “Customer”) acknowledge having read, understood and accepted these Terms including all the Cashfree Policies referred herein and agree to abide by the same. We encourage You to read the Terms carefully before proceeding to avail the services through the Customer Hub as the same constitutes a binding agreement between You and Cashfree governing the usage of such services. You may not be able to access the services available at the Customer Hub if you do not accept these Terms.

You further acknowledge and agree that Cashfree may, at its sole discretion, add to, modify or amend these Terms (including the Cashfree Policies which are notified herein) from time to time and all such additions, modifications and amendments will become applicable from the date of its amendment. You shall be responsible to keep yourself updated and regularly check the terms and conditions, notices, communications so sent and/or uploaded on Cashfree website from time to time.

2. Definitions

1. Cashfree Pay: shall mean a prepaid payment instrument issued by Cashfree.

2. Cashfree Platform: shall mean the platform including the software, APIs and modules utilised by Cashfree for provision of payment aggregation services to its merchants facilitating collection of payments from customers through one or more payment channels enabled on the websites, mobile applications or billing platforms of such merchants.

3. Merchant: shall mean the entity to which a Customer has made payment through the Cashfree Platform for purchase of any service or product or for payment of any bill.

4. Transaction: shall mean every valid and legal payment request/order placed by the Customer on the Merchant’s website or mobile application for purchase of any products/services from the Merchant.

3. About Customer Hub

Cashfree is engaged in the business of providing payment technology and allied services to its merchants and is authorised by RBI to (i) undertake payment aggregation services facilitating collection of payments from customers through one or more payment channels enabled on the websites, mobile applications or billing platforms of its Merchants and (ii) issue prepaid instruments in India.

As a regulated entity focused on driving technology excellence and customer satisfaction, Cashfree provides this Customer Hub to enable You to track and manage Your transactions and payments undertaken on Cashfree Platform or Cashfree Pay, raise any disputes / grievances pertaining to your payments and manage your Cashfree Pay account.

4. Customer Hub Services

1. Track: The Customer Hub enables You to view the transactions undertaken by You with a Merchant while using Cashfree Platform / Cashfree Pay. You may view all the transactions undertaken by You as well as refunds (if any) processed to You through the Cashfree Platform / Cashfree Pay in the previous three (3) months. For the avoidance of doubt, the Customer Hub only reflects such transactions which are processed through the Cashfree Platform / Cashfree Pay. In case a Merchant has routed any transaction to another payment aggregator, such transactions will not reflect in the Customer Hub.

2. Manage: You shall be able to view the list of Your cards that are saved in a tokenized manner and Your UPI IDs used for completing the Transactions. You may delete any of these payment instruments if You think these are redundant or no longer in use.

3. Raise Disputes / Grievances: The Customer Hub provides You with the option to raise any disputes pertaining to any transactions which are reflected in the Customer Hub from the transaction detail view. Cashfree shall raise a ticket for your reference and tracking the status. Once approved by the respective Merchant, refunds will be processed to Your account. Please also refer to our Grievance Redressal Policy for further details on the management of disputes which are raised by You.

4. Cashfree Pay: is a prepaid payment instrument issued by Cashfree that facilitates purchase of goods and services in partnership with its merchants. Through the Customer Hub, You may access Your Cashfree Pay account which is linked to the mobile number which You have provided while accessing the Customer Hub.  Please note that the issuance, use and operation of Cashfree Pay is subject to certain additional terms and conditions which can be found here.

5. How to access your Account on Customer Hub

1. You may access the Customer Hub by logging in through your registered mobile number. Your account is thereafter verified through an OTP sent to Your registered mobile number. Please note that all transactions’ history, saved cards and UPI IDs which are linked to Your registered mobile number will only reflect against your account. You may add or modify details including your email ID, UPI ID and card details and such modified details will be saved in the Customer Hub.

2. You are solely responsible for maintaining the confidentiality of Your credentials and for all activities conducted on the Customer Hub under Your login.

3. Cashfree reserves the right to restrict or revoke access to the Customer Hub in case of suspected fraud, misuse, or violation of these Terms.

6. Use of Customer Hub and Customer Responsibility

1. You hereby agree to use Cashfree Hub in accordance with Applicable Law and further agree not to use it for any unlawful purpose.

2. You are solely responsible for maintaining the security and confidentiality of your OTP/PIN/credentials associated with Your use of the Cashfree Hub and immediately notify us of any loss or theft of your instrument, or authentication data or if any fraud/abuse is detected, any unauthorised use, any other breach of security etc. with respect to Cashfree Hub.

3. You shall be responsible in case of any compromise of your password/PIN/credentials and transaction done due to such compromise of security and confidentiality of your password/PIN/credentials and other related sensitive information.

4. You shall extend all cooperation to us in our defense of any proceedings that may be initiated against Cashfree due to a breach of your obligations or covenants under these Terms.

5. You shall not by electronic or other means circumvent, disable, or otherwise interfere with security-related features or trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive information.

6. You shall not engage in any automated use of the system, such as using scripts, or using any data mining, robots, or similar data gathering and extraction tools.

7. You shall not attempt to impersonate another user or person or use the contact details of any other Customer to access the Customer Hub.

8. You shall not decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of the services by Cashfree.

9. You shall not infringe any patent, trademark, copyright or other proprietary rights, trade secrets or privacy of a third party.

10. You agree that You shall use the promotional offers only for the lawful purposes and not to derive any monetary gain. You further agree and acknowledge that You shall be eligible to receive a refund only up to the actual amount paid / loaded by you.

7. Indemnification

You hereby undertake and agree to indemnify, protect against liability and hold harmless Cashfree, its affiliates, and their respective directors, employees, officers, agents, representatives, contractors and sub-contractors against all actions, proceedings, claims, liabilities (including statutory liabilities), penalties, demands and costs (including without limitation, legal costs of Cashfree on a solicitor/attorney and own client basis), awards, damages, losses and/or expenses, however, arising in relation to:

1. any claim or proceeding brought by law enforcement authorities, regulators, or any other person against Cashfree in respect of any act, deed, negligence, omission, misrepresentation, default, misconduct, fraud by You in relation to the use of Cashfree Hub;

2. any breach of these Terms, the Privacy Policy, or any other terms, conditions, policies or guidelines provided by Cashfree to the Customer;

3. any wrongful or improper use of Customer Hub or any other Cashfree property;

4. any violation of the third-party rights.

8. Limitation of Liability

Cashfree shall have no liability for any unauthorized transactions occurring on the Customer Hub and the Customer hereby absolves Cashfree (including their respective Affiliates) therefrom.

9. Grievance Redressal

Cashfree is committed to ensuring transparency, fairness, and timely redress of customer grievances related to the usage of these instruments. Cashfree shall be responsible to resolve Customer’s query, feedback or complaint, pertaining to the transactions they may have processed or attempted to process using Cashfree’s Platform as per the Customer Grievance Redressal Policy available at https://www.cashfree.com/grievance-redressal-policy/. Cashfree has designated a Grievance  to handle all complaints and grievances. Details of the Nodal Officer and escalation contact are as given below:

Nodal Officer – Grievance Redressal-

Cashfree Payments India Private Limited
10th floor, Building 7, Ecoworld,
Sarjapur Marathahalli Outer Ring Road,
Bangalore – 560103

Email ID: grievances@cashfree.com

10. Governing Law and Jurisdiction

1. These Terms and any dispute or claim in relation to these Terms shall be governed by and construed in accordance with the laws of India.

2. The Parties agree that all disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka.

11. Miscellaneous

1. Assignment: Cashfree shall have the right to assign its rights or obligations under these Terms without any prior written consent to any person in such manner and on such terms and conditions as may be decided by Cashfree. The Customer shall not have the right to assign rights or obligations under these Terms. The Customer, his heirs, legal representatives, executors, administrators and successors shall be bound by these Terms.

2. Disclaimer or Warranties: To the maximum extent permitted by Applicable Laws and except as stated under these Terms; Cashfree does not make any warranty with respect to accessibility in a timely, secure, error-free and uninterrupted manner and that Cashfree Hub and any related services are free from computer viruses, malicious, destructive or corrupting code.

3. Notices: All notices and other communications required or permitted to be given under these Terms shall be in writing and shall be delivered or sent by personal delivery, electronic mail, or registered or courier or certified mail (return receipt requested) to the relevant Party at the registered address. The notices and communications sent in such manner shall, unless the contrary is proven, be deemed to have been duly received on the date of personal delivery, two Business Days following delivery, upon confirmation of transmission by the sender’s electronic mail device or ten (10) business days following mailing by registered or certified mail (return receipt requested postage prepaid to be sent to the address and email ID).

4. Relationship between the Parties: Each party under these Terms are on a principal to principal basis. Nothing contained in these Terms shall constitute or imply any partnership, joint venture, agency, fiduciary relationship, employer-employee, principal employer - contractor or other relationship other than the contractual relationship expressly provided under the Terms.

Updated as on: April 27, 2026.