This policy is applicable to all the customers availing the products/services offered by Pine Perks.
Grievance Redressal Awareness
Publicizing redressal mechanism:
Grievance Redressal Mechanism
Complaint Channels:
Complaint Ticket:
Complaint Tracking:
Complaint Resolution Timelines
Pine Perks Charges And Fees
Standard Charges, Fees and Validity Period associated with pre-paid instruments are given below:
Type of Instrument | Card-issue charges (in Rupees) | Card re-issuance charges (in Rupees) | Annual Maintenance charges (in Rupees) | Validity Period |
---|---|---|---|---|
Meal Card | 100 | 100 | 200 | 5 years |
Gift Card | 100 | 100 | 200 | 15 months |
Pine Perks Rupay Gift Cards | 100 | 100 | 200 | 16 months |
Please note that there may be transaction fees at special merchant categories such as fuel stations etc. These charges will be applicable to the Customer/purchasers of the respective instruments and are subject to change.
Liability In Case Of Unauthorised/Fraudulent Transactions
Customers should register themselves for SMS and e-mail alerts, for electronic payment transactions. Customers are advised to keep their prepaid instruments and its credentials secure at all times and not share it with third parties. In case the Customers / card holder believes that the credentials have been compromised or resulted into misuse of the instrument, they can reach out to Pine Labs customer support with a request to block the card immediately / regenerate the credentials. Pine Labs shall take the request and block the card immediately subject to the Customer providing the card number. However, Pine Labs shall only reissue the card on successful submission of ownership of the card by the cardholder.CUSTOMER LIABILITY IN CASE OF UNAUTHORISED ELECTRONIC PAYMENT TRANSACTIONS THROUGH PINE LABS PVT LTD- PPI |
Sr. No. | Particulars | Maximum Liability of Customer |
---|---|---|
(a) | Contributory fraud / negligence / deficiency on the part of Pine Labs (irrespective of whether or not the transaction is reported by the Customer) | Zero |
(b) | Third party breach where the deficiency lies neither with Pine Labs nor with the Customer but lies elsewhere in the system, and the Customer notifies Pine Labs regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from Pine Labs and the reporting of unauthorised transaction by the customer to Pine Labs | |
i. Within three days | Zero | |
ii. Within four to seven days | Transaction value or ₹10,000/- per transaction, whichever is lower | |
iii. Beyond seven days | Transaction values |
(c) | In cases where the loss is due to negligence by a Customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to Pine Labs. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Pine Labs. |
(d) | Pine Labs may also, at its discretion, decide to waive off any customer liability in case of unauthorised electronic payment transactions even in cases of customer negligence. |
The number of days mentioned above shall be counted excluding the date of receiving the communication from Pine Labs. |
Broad Customer Complaint Mechanism With Escalation Matrix
Level 1
Estimated timelines at various levels of queries/escalations
Level 2
Level 3
If the Customer's issue is not resolved even after contacting Customer Service Head or if the Customer is not satisfied with the response, he/she can reach out to Nodal Officer appointed by Pine Labs.Control Reference