Merchant Policy

This Merchant Policy governs the relationship between Shilvora Software Private Limited ("Paybachat") and its registered retail partners, agents, and distributors ("Merchants"). By registering and operating a Paybachat Merchant Account, you agree to adhere to the strict operational and compliance guidelines set forth below.

1. Eligibility and Onboarding (e-KYC)

To operate as a Paybachat Merchant, you must operate a legitimate physical retail storefront or business establishment in India. During onboarding, merchants must provide:

• Valid PAN Card and Aadhaar Card.
• Proof of Business Address and physical photographs of the retail shop.
• Bank Account details in the name of the Merchant/Business.

Providing forged documents or utilizing a proxy identity will result in immediate termination, wallet freezing, and a report to relevant law enforcement agencies.

2. Merchant Code of Conduct

Merchants represent the Paybachat brand at the ground level. You agree to interact with end-customers honestly, transparently, and professionally. Specifically, you must:

• Clearly display Paybachat branding, authorized service boards, and contact details for grievance redressal at your storefront.
• Issue proper digital or physical receipts to customers for every successful transaction (BBPS, AEPS, DMT, etc.).
• Maintain an official ledger/register of customer details for Domestic Money Transfer and AEPS transactions as mandated by the RBI.

3. Prohibited and Fraudulent Activities

Paybachat utilizes strict AI and manual monitoring to detect fraudulent patterns. Merchants are strictly prohibited from:

1. Overcharging: Demanding extra convenience fees, surcharges, or "taxes" beyond the RBI/NPCI prescribed limits for AEPS cash withdrawals.
2. Transaction Splitting: Splitting a single large cash withdrawal or money transfer into multiple smaller transactions to manipulate commission payouts.
3. Self-Transactions: Using AEPS to withdraw cash from your own bank account or a family member's account to cycle funds.
4. Misrepresentation: Pretending to be a direct bank employee or government official.

4. Physical Verification and Audits

In compliance with NPCI and banking partner regulations, Paybachat or its authorized representatives reserve the right to conduct unannounced physical verifications of your retail premises. Failure to cooperate during a physical audit will result in the temporary suspension of AEPS and DMT services.

5. Commission and Settlement Structure

Merchants earn commissions on successfully routed transactions based on the slab/structure agreed upon during onboarding. Paybachat reserves the right to alter commission structures based on changes in operator/banking partner margins. Any changes will be communicated via the Merchant Dashboard.

6. Suspension and Termination

Paybachat reserves the right to block, suspend, or terminate a Merchant ID permanently without prior notice if:

• The merchant is found violating this Merchant Policy or engaging in financial fraud.
• There are excessive chargebacks, customer complaints, or bank disputes filed against the Merchant ID.
• The merchant account remains inactive (zero transactions) for a continuous period of 90 days.

In the event of termination due to fraud, any funds residing in the Merchant's Paybachat Wallet will be frozen and may be used to compensate affected customers or banking partners.