1. PSP Bank is a member of UPI and connects to the UPI platform for availing UPI payment facility and providing the same to the TPAP, which in turn enables the end-user customers/merchants to make and accept UPI payments
2. PSP Bank, either through its app or TPAP s app, onboards and registers the end-user customers on UPI and links their bank accounts to their respective UPI ID.
3. PSP Bank is responsible for authentication of the end-user customer at the time of registration of such customer, either through its app or TPAP s app
4. PSP Bank engages and onboards the TPAPs to make the TPAP s UPI app available to the end-user customers
5. PSP Bank has to ensure that TPAP and its systems are adequately secure to function on the UPI platform
6. PSP Bank is responsible to ensure, that the UPI app and systems of TPAP are audited, to safeguard the security and integrity of the data and information of the end-user customer including, UPI transaction data as well as UPI app security
7. PSP Bank has to store all the payments data including, UPI Transaction Data collected to facilitate (to facilitate) UPI transactions, only in India
8. PSP Bank is responsible for providing all UPI customers an option to choose any bank account from the list of Banks available on the UPI platform for linking with the customer s UPI ID.
9. PSP Bank is responsible for establishing a grievance redressal mechanism for resolving complaints and disputes raised by the end-user customer.

1. TPAP is a service provider and participates in UPI through PSP Bank
2. TPAP is responsible for adhering to all the requirements prescribed by PSP Bank and NPCI about TPAP s participation in UPI
3. TPAP is responsible for ensuring that its systems are adequately secure to function on the UPI platform
4. TPAP is responsible for complying with all applicable laws, rules, regulations, and guidelines, etc. prescribed by any statutory or regulatory authority about UPI and TPAP s participation on the UPI platform including all circulars and guidelines issued by NPCI in this regard
5. TPAP has to store all the payments data, including UPI Transaction Data collected by TPAP to facilitate UPI transactions, only in India
6. TPAP is responsible for allowing RBI, NPCI, and other agencies nominated by RBI/ NPCI to access the data, information, systems of TPAP related to UPI and carry out audits of TPAP, as and when required by RBI and NPCI
7. TPAP shall facilitate the end-user customer with an option to raise grievance through the TPAP s grievance redressal facility made available through TPAP s UPI app or website and such other channels as may be deemed appropriate by the TPAP like email, messaging platform, IVR, etc.

1. Every end-user customer can raise a complaint concerning a UPI transaction on the PSP app / TPAP app.
2. End-user customers can choose the relevant UPI transaction and file a complaint about it.
3. All UPI-related grievances/complaints of end-user customers onboarded by the PSP Bank / TPAP must be filed with the appropriate TPAP first (if the UPI transaction is carried out via the TPAP app). If the complaint/grievance is not resolved, the PSP Bank will be the next step of escalation, followed by the bank (where the end-user customer's account is maintained), and then the NPCI, in that order. When all other options have been exhausted, the end-user client may file a complaint with the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as applicable.
4. Both types of transactions, namely fund transfers and merchant transactions, can be the subject of a complaint. The PSP / TPAP shall keep the end-user customer informed by updating the status of such end-user customer's complaint on the relevant app itself...

TimePay : Terms of use

NPCI : Dispute Redressal Mechanism