Terms & Conditions

1. Agreement and scope

These Terms and Conditions (“Terms”) form a legally binding agreement between you (“you”, “your” or “User”) and DEEPFI SERVICES PRIVATE LIMITED (“Deepfi”, “we”, “us” or “our”), which operates the consumer brand Setupay (“Setupay”, the “App”, the “Website” or the “Services”).

These Terms apply when you download, access or use the Setupay App or Website; create an account; initiate or receive a payment; use a Setupay payment, wallet, UPI, bill-payment or related feature; contact support; or otherwise use a Service.

By selecting “I agree”, creating an account, or using a Service, you agree to these Terms and the Setupay Privacy Policy. If you do not agree, do not access or use the Services. If you are accepting these Terms on behalf of another person or organisation, you confirm that you have authority to bind that person or organisation.

The Privacy Policy explains how personal data is handled. Product pages, payment screens, fee schedules, refund rules, merchant terms, partner terms and other notices may contain additional terms. If an additional product-specific term conflicts with these Terms, the product-specific term controls only for that product or transaction.

2. Definitions

• Account means the Setupay user account created for you.
• Payment Instrument means a bank account, UPI ID/VPA, card, wallet, prepaid payment instrument, token or other payment method linked to a Service.
• Transaction means a payment, transfer, collection, bill payment, refund, reversal, chargeback, withdrawal or other instruction submitted through a Service.
• Merchant means a seller, service provider, biller, platform or other recipient to whom you make or attempt to make a payment.
• Partner means a bank, payment-system participant, UPI participant, card network, card issuer, payment aggregator, payment gateway, wallet/PPI issuer, KYC provider, merchant, biller or other third party involved in a Service.
• Transaction Credentials means passwords, UPI PINs, card PINs, CVVs, OTPs, authentication keys, biometric approvals and similar secrets used to authorise a Transaction.
• Content means text, images, logos, software, information and other material made available through a Service.

3. Eligibility and consumer use

3.1 Unless a specific product expressly permits otherwise, you must be at least 18 years old and legally capable of entering into a contract. Setupay may require age or identity verification.

3.2 The Services are intended primarily for users in India. A Service may not be available in every location, to every user or for every Payment Instrument. You must comply with applicable Indian law and any law applicable to you when you use the Services.

3.3 You must not use the Services if doing so is prohibited by law, a sanctions restriction, a court order, a payment-system rule or a Partner’s requirements.

3.4 If a product is made available to a minor or a person with a lawful guardian, the applicable product terms and consent or guardian-verification process will apply. Do not register a child or use an age-restricted Service without the required parental or guardian involvement.

4. What Setupay does

4.1 Setupay may provide technology and consumer interfaces for initiating, receiving, tracking or supporting Transactions. The exact role of Deepfi and each Partner will be disclosed in the relevant product or payment flow.

4.2 Unless expressly stated in a product notice, Deepfi is not a bank, deposit-taking institution, card issuer, UPI issuer, payment-system operator, wallet/PPI issuer, lender, insurer, investment adviser or Merchant. Nothing in these Terms creates a bank account, deposit, credit facility, investment or insurance product.

4.3 A regulated Partner may be responsible for authorising, holding, routing, settling or safeguarding funds. A bank, card issuer, UPI application, network, wallet/PPI issuer or Merchant may apply its own terms, rules, limits and privacy policy. Those terms may be presented before or during the relevant transaction.

4.4 Setupay does not guarantee that a Transaction will be approved, completed, settled or accepted. A Transaction may be declined, delayed, reversed, placed on hold or require additional verification because of a Partner’s decision, legal requirement, system issue, risk control, limit or other reason.

4.5 Setupay is not the seller of goods or services supplied by a Merchant unless the checkout expressly identifies Deepfi or Setupay as the seller. A payment through Setupay does not by itself mean that Setupay endorses the Merchant or guarantees the quality, availability, delivery, legality or suitability of the Merchant’s goods or services.

5. Account registration and verification

5.1 You must provide accurate, complete and current information and promptly update it when it changes. You must not impersonate another person, use another person’s identity document or Payment Instrument, or provide false, misleading, incomplete or unauthorised information.

5.2 We may require mobile-number, email, device, identity, age, address, PAN, KYC, video, e-sign, bank-account or other verification before opening an Account, enabling a feature or processing a Transaction.

5.3 You may have only one Account unless we authorise additional Accounts. We may refuse, limit or close duplicate or improperly created Accounts.

5.4 Your Account is personal to you. Do not sell, transfer, rent, share or give access to it. You are responsible for activity carried out through your Account except to the extent caused by our breach, an unauthorised access event that you reported promptly, or another circumstance for which applicable law assigns responsibility to us or a Partner.

5.5 We may contact you through your registered mobile number, email, App notification, Website message, SMS, WhatsApp, telephone or another channel you have authorised. Keep your contact details current so that you receive security and Transaction notices.

6. Security and safe use

6.1 Keep your phone, SIM, email account, password, device lock, biometric controls and Transaction Credentials secure. Use only the official Setupay App or Website and do not install modified or unauthorised versions.

6.2 Setupay will never ask you to disclose your UPI PIN, card PIN, CVV, password or OTP through a call, message, email or chat. Do not share these credentials with anyone, including a person claiming to be a Setupay employee, bank official, police officer, Merchant or customer-care agent.

6.3 You must check the recipient, Merchant, amount, charges and other details before authorising a Transaction. A completed payment may be difficult or impossible to cancel, especially a person-to-person payment.

6.4 Report immediately through our fraud-reporting helpline +91 79866 29866, Panel → Help & Support → Report fraud or https://www.setupay.co.in/grievance.html if your device, SIM, Account, Payment Instrument or Transaction Credentials are lost, stolen, compromised or used without your permission. You should also notify the relevant bank, issuer or Partner through its official channel.

6.5 We may block, limit, reverse, hold or investigate an Account or Transaction to protect you, Deepfi, a Partner or the payment system, or to comply with law. We will provide information and remedies to the extent permitted by law and without compromising security or an investigation.

7. The consumer payment lifecycle

The following is the normal B2C journey. A particular Service may use only some stages.

8. Payment instructions and Transactions

8.1 A Transaction instruction submitted through your Account, device, Payment Instrument or approved authentication method may be treated as your instruction. You authorise us and the relevant Partners to process it in accordance with the details you confirm.

8.2 Before you confirm a Transaction, review the amount, recipient, Merchant, biller, Payment Instrument, fees, taxes, recurring-payment terms and any other displayed details. If the details are incorrect, do not confirm the Transaction.

8.3 We may send a Transaction to a bank, payment-system participant, UPI participant, card network, issuer, gateway, aggregator, Merchant or other Partner for processing. The relevant Partner may apply additional authentication, limits, cut-off times, verification or risk controls.

8.4 A Transaction can be successful, pending, failed, declined, reversed, refunded, partially refunded, disputed or under review. A status shown by Setupay may depend on information received from a Partner and may change until final settlement or reconciliation.

8.5 Do not submit the same instruction repeatedly merely because a status is delayed. First check the Transaction history and contact support. Duplicate instructions may result in multiple successful Transactions.

8.6 We may correct a posting, ledger entry, fee or status caused by a technical, reconciliation or processing error. If a correction causes an amount to be owed, we will notify you and use lawful recovery or adjustment methods.

8.7 You may not use the Services to split, disguise, structure or route payments to evade a legal, tax, KYC, sanctions, reporting or Transaction limit.

9. Merchants, billers and third-party goods or services

9.1 A Merchant or biller is responsible for its goods, services, price, taxes, delivery, quality, licences, cancellation policy, return policy, warranty, invoice and customer support unless the checkout expressly states otherwise.

9.2 If your payment is for a Merchant’s goods or services, contact the Merchant first for delivery, cancellation, quality or refund issues. You may also contact Setupay for a payment-status issue, failed payment, unauthorised Transaction or a dispute that Setupay is required or able to process.

9.3 Setupay may share the Transaction information reasonably needed to complete, reconcile, refund or dispute a payment with the Merchant, biller and relevant Partners. See the Privacy Policy for details.

9.4 We may remove or suspend a Merchant, biller, payment option or listing, or decline a Transaction, if required by law, a regulator, a payment-system rule, a Partner or our risk controls. This does not decide the underlying dispute between you and a Merchant unless the applicable process says otherwise.

10. Fees, taxes and payment authorisation

10.1 Applicable fees, convenience charges, service charges, taxes, exchange rates and other amounts will be displayed before you confirm a charge, or disclosed in the applicable fee schedule or product notice. You authorise us or the relevant Partner to debit the amount you approve.

10.2 A bank, card issuer, network, Merchant, telecom provider or other Partner may charge a fee under its own terms. Such fees may be outside our control. We will not knowingly charge a Setupay fee that was not disclosed before the relevant charge, except where a change is required by law or a Partner and notice is provided where required.

10.3 You are responsible for applicable taxes and for providing tax information required for a Transaction. A Merchant is responsible for its own tax invoice and tax obligations unless Setupay is expressly identified as the seller.

10.4 Unless required by law or a product notice, fees already charged for a successfully provided Service are not refundable merely because you later stop using the Service. This does not affect your rights for a failed, duplicated, unauthorised or incorrectly processed Transaction.

11. Refunds, cancellations, reversals and failed Transactions

11.1 A cancellation or refund request must be submitted through the Merchant, Setupay or the relevant Partner, depending on the Transaction type. A Merchant’s return or refund policy may apply to the underlying goods or services.

11.2 Setupay may facilitate a refund but cannot guarantee a Merchant’s decision or the time taken by a bank, card issuer, UPI participant, network or other Partner to credit the funds. Refunds will normally be sent to the original Payment Instrument or another permitted source.

11.3 If a Transaction fails after your account is debited, the amount may be reversed or refunded under the applicable payment-system, bank, card-network or Partner rules. The time shown in the App may be an estimate; the applicable regulatory or Partner turnaround time will prevail.

11.4 If a payment is reversed, duplicated, incorrectly credited or paid to you in error, you must not spend, transfer or conceal the amount. We may correct the error, request repayment or coordinate with the relevant Partner, subject to applicable law.

11.5 Chargebacks and payment disputes may be governed by card-network, bank, UPI, payment-system or Partner rules. You must provide complete and truthful information and cooperate with reasonable requests. A provisional credit may be reversed if the dispute is rejected or the Transaction is found to be authorised.

12. Unauthorised Transactions and fraud

12.1 Notify Setupay and the relevant bank, issuer or Partner immediately if you see an unauthorised Transaction or suspect fraud. Use the fraud-reporting helpline +91 79866 29866 or support@setupay.co.in (subject line “Setupay Fraud Report”). Delayed reporting can increase loss and may affect the investigation or liability assessment.

12.2 The allocation of loss for an unauthorised electronic payment will be determined under applicable law, RBI/NPCI/card-network rules, the relevant Partner’s customer-protection framework and the facts of the case. Where a rule provides zero or limited customer liability, that rule will prevail over any inconsistent provision in these Terms.

12.3 If loss results from your fraud, intentional misuse or sharing of Transaction Credentials, your liability may be affected to the extent permitted by law. Setupay will not ask you to share such credentials.

12.4 We may cooperate with banks, Partners, regulators, law-enforcement and cybercrime authorities, preserve evidence, block funds or Accounts, and disclose information where permitted or required by law.

13. KYC, AML, sanctions and transaction limits

13.1 You agree to complete KYC, customer due diligence, sanctions screening, source-of-funds checks and other verification required for a Service or by a Partner.

13.2 You must provide genuine, current and verifiably authentic information and must not conceal the purpose, source, destination or beneficial owner of a Transaction.

13.3 We and our Partners may set or change limits on transaction value, frequency, balance, instruments, beneficiaries, devices, locations or features. Limits may apply by law, risk level, product, payment method, KYC status or Partner policy.

13.4 We may reject, delay, hold, report or restrict a Transaction or Account when necessary for KYC, AML, sanctions, fraud prevention, regulatory compliance or security. We may be unable to disclose all reasons where doing so would violate law or compromise an investigation.

14. Acceptable use and prohibited activities

You must not:

• use the Services for an unlawful, fraudulent, deceptive, abusive, threatening or harmful purpose;
• impersonate another person, use another person’s identity or Payment Instrument, or submit information without authority;
• launder money, finance terrorism, evade sanctions, facilitate tax evasion, structure Transactions or disguise the source or destination of funds;
• use the Services for unauthorised gambling, prohibited goods or services, illegal digital assets, counterfeit goods, phishing, scams or other activities prohibited by law or payment-system rules;
• interfere with, overload, probe, scan, reverse engineer, decompile, scrape or bypass security or access controls;
• upload malware, harmful code or content that infringes another person’s rights or privacy;
• use bots, automation or multiple Accounts to abuse offers, incentives, referral programmes, limits or dispute processes;
• sell, resell, sublicense or commercially exploit the Services without our written permission; or
• encourage or help another person to do any of the above.

We may remove content, decline Transactions, restrict features, suspend or close Accounts, and report suspected unlawful activity where permitted or required by law.

15. Cashback, rewards, referrals and promotional offers

15.1 Any cashback, reward, coupon, referral, discount or promotional offer (“Offer”) is subject to the specific Offer terms displayed with it. Those terms may include eligibility, verification, minimum value, expiry, usage, account and transaction limits.

15.2 Unless an Offer expressly states otherwise, it cannot be exchanged for cash, transferred, combined with another offer or used for an unlawful purpose. We may withhold, cancel or recover an Offer obtained through fraud, error, abuse, duplicate Accounts, reversals or a breach of these Terms.

15.3 We may change or withdraw an Offer prospectively where permitted by law. We will not remove a benefit that has already been validly earned except where required to correct an error, prevent fraud or comply with law.

16. Communications and electronic records

16.1 You agree to receive electronic communications relating to your Account, Transactions, security, legal notices, complaints and the Services. These may be delivered by email, SMS, App notification, Website message, telephone, WhatsApp or another permitted channel.

16.2 Transaction confirmations, receipts, notices, consent records, logs and electronic acceptances may be maintained and used as records of your activity, subject to applicable law and your rights.

16.3 Marketing communications are optional and can be stopped as described in the Privacy Policy. You cannot opt out of essential security, legal or Transaction communications.

17. Intellectual property and licence

17.1 Deepfi or its licensors own the App, Website, Setupay name and logo, software, design, content and intellectual-property rights in the Services. These rights are protected by law.

17.2 Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the App and Website for your own lawful consumer use. You receive no ownership rights in the Services.

17.3 You must not copy, modify, publish, distribute, sell, lease, sublicense, create derivative works from, reverse engineer or commercially exploit any part of the Services except where applicable law expressly permits it.

17.4 If you send feedback, suggestions or ideas, you grant Deepfi a worldwide, royalty-free right to use them to improve the Services without identifying you publicly unless we separately agree otherwise.

18. Privacy and personal data

Your use of the Services is subject to the Setupay Privacy Policy, which describes the personal data we collect, the purposes for which we use it, sharing, security, retention and your privacy rights. By using the Services, you acknowledge the notices and consents presented to you for the relevant Service. Optional consent can be refused or withdrawn as described in the Privacy Policy, although a Service may not be available without data necessary to provide it.

19. Third-party services and links

The Services may integrate with or link to third-party websites, apps, banks, payment systems, card networks, merchants, billers, app stores, KYC providers, communication services, analytics providers or other Partners. Their terms, fees, privacy notices and service availability may apply.

Deepfi does not control an independent Partner and is not responsible for its acts or omissions except to the extent required by law or contract. If a Partner’s terms conflict with these Terms for a regulated payment function, the Partner’s mandatory rules and applicable law will prevail for that function.

20. Service availability and maintenance

20.1 We will use reasonable efforts to keep the Services available, but we do not guarantee uninterrupted, error-free or continuously available access. The Services may be unavailable because of maintenance, updates, network failure, device issues, cyber incidents, a Partner outage, government action, force majeure or other circumstances outside our reasonable control.

20.2 We may add, modify, suspend or discontinue a feature or Payment Instrument. Where required by law, regulation or a Partner rule, we will give notice and provide available options for pending funds or Transactions.

20.3 You are responsible for your compatible device, operating system, internet connection, telecom service and any charges imposed by your telecom or internet provider.

21. Suspension and termination

21.1 You may stop using the Services and request Account closure through Panel → Profile → Account → Request closure or support@setupay.co.in or https://www.setupay.co.in/contact.html. Closure does not cancel or reverse a completed Transaction and may not be possible while a payment, dispute, refund, chargeback, investigation, legal hold or regulatory obligation is pending.

21.2 We may suspend, restrict or terminate your Account or access if:

• you breach these Terms or an applicable product term;
• information is inaccurate, unauthorised or cannot be verified;
• we detect or reasonably suspect fraud, misuse, money laundering, sanctions risk, security compromise or unlawful activity;
• a Partner, regulator, court or payment-system rule requires us to do so; or
• the Service is discontinued or materially changed.

21.3 We will provide notice and an opportunity to contact us where reasonably practicable and legally permitted. We may act without advance notice where necessary to protect users, funds, systems, a Partner or an investigation.

21.4 On termination, your right to use the Services ends. Provisions concerning Transactions, fees, refunds, disputes, privacy, intellectual property, liability, indemnity, governing law and any rights that by their nature should survive will continue.

22. Disclaimers

22.1 To the maximum extent permitted by law, the Services are provided on an “as available” and “as is” basis. We do not guarantee that the Services will meet every requirement, be uninterrupted, be free from errors or be compatible with every device or Partner.

22.2 We do not guarantee approval of a Transaction, availability of a Merchant’s goods or services, delivery, quality, refund, reward, exchange rate, account balance or Partner performance except where an applicable law, regulation or written product term requires otherwise.

22.3 Setupay is not providing financial, investment, tax, legal, accounting, insurance or other professional advice. You are responsible for obtaining advice appropriate to your circumstances.

22.4 Nothing in these Terms excludes or limits mandatory consumer rights, statutory warranties, payment-system protections, regulatory remedies or liability that cannot legally be excluded or limited.

23. Liability

23.1 To the maximum extent permitted by law, Deepfi will not be liable for indirect, incidental, special, punitive or consequential loss, loss of profit, revenue, goodwill, opportunity or data arising from your use of a Service.

23.2 Any limitation of liability applies only to the extent permitted by law and does not limit liability for fraud, wilful misconduct, gross negligence where such limitation is unlawful, unauthorised debits or processing caused by our failure to follow applicable law, breach of non-excludable consumer rights, or any other liability that cannot legally be limited.

23.3 We are not responsible for a loss caused solely by a Merchant, bank, issuer, card network, UPI participant, payment-system participant, telecom provider, device, internet service, unauthorised third party or event outside our reasonable control, except to the extent applicable law makes us responsible or we failed to take reasonable steps required of us.

24. Your responsibility and indemnity

You agree to reimburse Deepfi, to the extent permitted by law, for reasonable losses, claims, costs or expenses directly arising from your fraud, intentional misuse, unlawful activity, infringement of another person’s rights or material breach of these Terms. This does not require you to reimburse us for losses caused by our breach, negligence, fraud or unlawful conduct.

25. Complaints and grievance redressal

25.1 We want to resolve issues promptly. Use the following channels:

• Customer support: +91 79866 29866 | https://www.setupay.co.in/contact.html | Monday to Saturday, 9:30 AM – 6:30 PM IST
• Email: support@setupay.co.in
• In-App complaint path: Panel → Help & Support → Raise a complaint
• Privacy complaints: privacy@setupay.co.in
• Grievance Officer: Grievance Officer, DEEPFI SERVICES PRIVATE LIMITED
• Grievance email: grievance@setupay.co.in
• Nodal Officer, if applicable: Not applicable at present; grievance escalation is handled by the Grievance Officer
• Registered office: Office no 3 Kundan complex railway road panipat haryana 132103

25.2 Give us your registered mobile number or email, Transaction ID/reference, date, amount, Merchant or beneficiary, problem description and the remedy requested. Do not share your password, UPI PIN, card PIN, CVV or OTP.

25.3 We will provide a complaint or ticket reference where available, investigate with relevant Partners and communicate the outcome or next step. We will aim to acknowledge urgent payment or fraud reports promptly and resolve complaints within the timeframe applicable to the relevant Service, RBI/NPCI/card-network rule or our published grievance policy. Where no specific timeframe applies, we will respond within a reasonable period and normally within 30 days.

25.4 If your complaint is not resolved, escalate it to the Grievance Officer or Nodal Officer using the details above. If a regulated Partner is responsible for the issue, we may direct or assist you to its complaint channel. Where applicable, you may use the relevant RBI Integrated Ombudsman, NPCI, card-network, consumer commission or other statutory mechanism after following the prescribed internal process.

26. Governing law and dispute resolution

26.1 These Terms are governed by the laws of India, subject to mandatory consumer-protection and payment-system rights.

26.2 Contact us first so that we can try to resolve a dispute quickly. This is not intended to prevent you from approaching a consumer commission, regulator, court or other forum where applicable law gives you that right.

26.3 Subject to the preceding paragraph and applicable law, courts and tribunals in India having jurisdiction over the relevant matter may hear disputes arising from these Terms.

27. Changes to these Terms

We may update these Terms when the Services, Partners, laws or regulatory requirements change. We will publish the updated version with a new “Last updated” date. For a material change, we will provide reasonable notice through the App, Website, email or another permitted channel and obtain fresh acceptance where required. Your continued use after the effective date of an update means you accept the updated Terms to the extent permitted by law. If you do not agree, stop using the affected Service and contact us about pending Transactions.

28. General provisions

28.1 Entire agreement. These Terms, the Privacy Policy, applicable product terms, fee schedule and transaction-specific notices form the agreement for the Services you use.

28.2 Severability. If a provision is held invalid or unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions will continue.

28.3 No waiver. A delay or failure to enforce a right is not a waiver of that right.

28.4 Assignment. You may not transfer your rights or obligations without our written consent. We may transfer or assign the Services or these Terms as part of a merger, restructuring, financing, sale or transfer of business, subject to applicable law and notice requirements.

28.5 Language. The official version is English. We may make translations available for convenience. If a translation conflicts with the official version, the version required by applicable law or expressly identified at acceptance will prevail.

28.6 No agency. These Terms do not create a partnership, agency, employment, fiduciary or joint-venture relationship between you and Deepfi.

29. Contact us

When writing to us, use the subject line “Setupay Customer Complaint” or “Setupay Transaction Dispute” and include your Transaction reference. Never include your password, UPI PIN, card PIN, CVV or OTP.