Terms and Conditions
These Terms and Conditions (“Terms”, “Terms & Conditions”) lays down a clear and transparent mechanism which aims at minimizing the instances of
Customer complaints and grievances by providing proper service and having a comprehensive review mechanism to ensure prompt redressal of the same. SK Finance Limited (“the Company”) lays stress on improving its Customer service continuously in order to achieve high Customer satisfaction. The Company aims to provide best customer service and is consistently striving on creating a robust and efficient customer service platform. These Terms govern your use of the Service Request Form provided on the Website (“Website”) of the Company. Please read these Terms carefully before using the Service Request Form on our Website.
Definitions
The following words and phrases shall have the meanings set out herein below in this document unless repugnant to the context:
1. ‘Alerts’ means messages sent to the Customer over Electronic Media, triggered by occurrence of certain events in respect of Customer’s Services or otherwise.
2. ‘Authorised Representative’ shall mean any individual or entity appointed by the Customer to act on their behalf in relation to the Services provided by the Company.
3. ‘Business Day’ or ‘Working Day’ shall mean and include the normal working days of the Company other than those which is not declared as public holidays.
4. ‘Business Hours’ means the time period for which the Company is open for business on the Working Days and the Business Hours may vary for each branch of the Company, as notified from time to time.
5. ‘Charges’ shall mean all charges and fees as per the sanction letter/ loan agreement/ schedule executed with the Customer or any changes thereof as intimated to the Customer.
6. ‘Customer’ shall mean and includes any individual, business entity, or organisation that intends to/ has availed services provided by the Company.
7. ‘Electronic Media’ includes but not limited to phone, fax, e-mail, mobile, internet.
8. ‘Force Majeure’ includes fortuitous event, fire, floods, storm, explosions, earthquake, pandemic, epidemic or any other acts of God, any acts of the government/semi-governmental/local authority including laws, decrees, ordinances and governmental regulations affecting the business of the Company, civil disturbances, wards, war like situations, riots and insurrections, acts of public enemy, strikes and lockouts, transportation stoppages or slowdowns.
9. ‘our’, ‘we’, ‘us’ means the Company i.e SK Finance Limited.
10. ‘Services’ includes queries, requests, complaints, feedbacks and other services as may be offered by the Company to the Customer, from time to time, at its sole discretion.
11. ‘Service Request Form’ means the form by which Customer can send service request to the Company through its Website.
12. ‘Terms’ shall mean Terms as may exist now and as may be amended from time to time.
13. ‘Website’ means the website of the Company.
14. ‘you’, ‘your’ shall mean Customer or authorised representative of the customer who has submitted the service request on the Website of the Company.
15. By submitting a Service Request Form on our Website, you agree to have read these Terms and Conditions and our Privacy Policy Privacy_Policy_9dd041f083.pdf (skfin.in).
16. The Service Request Form provided on the Company’s Website is intended for registering queries, complaints, loan requests, feedback and other related services only. The Service Request Form is designed to facilitate communication between you and the customer service team of the Company regarding the
17. Services as mentioned herein. By submitting the Service Request Form, you hereby agree to receive communication via Calls, E-mail, SMS & WhatsApp or through any other Electronic Media from the Company. Company may contact or send Alerts to Customer using the contact information provided in the
18. Service Request Form to obtain additional information or provide updates regarding Customer request.
19. The Customer understands, accepts and agree that any other condition that is a pre-requisite to access and avail the benefits under the Services, including, but not limited to a mobile phone, data connection, etc. will be the sole responsibility of the Customer.
20. The Services shall be provided at the sole discretion of the Company and any part thereof may be discontinued/suspended/withdrawn from the Website by the Company at any time, with or without prior intimation to the Customer.
21. When filling out the Service Request Form, you are responsible to check and ensure that all the information, content, material or data you provide on this
22. Website is correct, complete, accurate, up-to-date and not misleading in any manner and that you disclose all the relevant facts. The Company on the basis of its review of facts, agreement, data available with the Company reserves the right to reject any requests raised if the Company suspect the information provided is false, incorrect, misleading, or fraudulent. By using the form, you represent and warrant that you comply with the age requirement and other applicable laws.
23. The Customer irrevocably and unconditionally authorizes the Company to access his personal details submitted while authentication of Service Request Form for availing the Services. The Customer expressly authorizes the Company to disclose to the service provider or any other third party, all Customer information in its possession, as may be required by them to provide the Services offered to the Customer.
24. The authority to record the Customer’s details and transaction details is hereby expressly granted by the Customer to the Company. All records generated by the transactions arising out of use of the Services recorded shall be conclusive proof of the genuineness and accuracy of the transactions.
25. The Company shall be entitled to contact the Customer for any promotional campaign/ offers, features, products or new services through any electronic media. Provided that the decision to remain informed of such offers, features, products, services shall be Customer’s sole discretion.
26. The Customer authorizes Company to send any rejection message or to reject any request, if it finds that the request sent by the Customer is not as per the requirements stipulated by the Company for availing the Services.
Company shall make all reasonable efforts to ensure that the Customer’s information is kept confidential.
27. The information provided through the Service Request Form will be used solely for the purpose of addressing your queries, complaints, feedback, or other related matters. We may store and process your information in accordance with our Privacy Policy.
28. Company will make reasonable efforts to process your service request within 15 Working Days (Turn Around Time-TAT) from the date of submission of Service Request Form duly complete in all respect along with all relevant documents as per the internal guidelines of the Company and the regulatory requirements. TAT may not be applicable under certain unforeseen circumstances which are beyond the control of the Company. The Company shall not be held responsible for delay due to such circumstances. If any case needs additional time, the Company will inform the Customer the reasons of delay in resolution and provide expected time lines for resolution of the issue.
29. The processing time may vary depending on the nature of the request and the volume of the requests received.
Company reserves the right to reject or decline any service request at its discretion, without providing any reason.
30. Customer Complaints pertaining to digital lending: In accordance with the RBI Circular on Guidelines on Digital Lending dated September 02, 2022, Customers can raise complaints/grievances with respect to Fintech/Digital lending and/or issues related to Digital Lending Apps/Platforms (DLAs) to the Principal Nodal Officer as per the details provided below.
31. Registration of Grievances/ Complaints: For any service-related issue or complaints that may arise due to inadequate functions/arrangements/services made available to the Customers or gaps in standards of services expected and actual services provided or attitudinal aspects in dealing with the Customers. In case any of these circumstances is encountered, the Customer may contact our Office through any of the following channels:
Branch
Customer shall contact to any branch for any grievance where the Branch Manager shall be the first point of communication with the Customer.
Customer Care Centre
Customer can also call to the centralized customer care team on 1800-103-9039 between 9:30 AM – 6:30 PM (Business hours) from Monday to Saturday (Business Days). The Branch, on behalf of Customer can also communicate the same to the centralized customer care.
Write to us
Customer can also communicate with us by emailing us on customercare@skfin.in or raising their concern on our website at https://www.skfin.in/contactus/serviceRequest
In case the response is unsatisfactory or no response is received from above-mentioned sources, the complaint may be escalated to:
First Level
Grievance Redressal Officer- Mr. Chetan Gupta, G1-2 Adarsh Plaza Building, Khasa Kothi circle, Jaipur-302001; Office: 0141-4161551 Toll free: 1800-103-9039, E-Mail: customercare@skfin.in
Second Level
(If the dispute/complaint is not redressed within fifteen (15) days)
Principal Nodal Officer- Ms. Anubha Khandelwal, M-8, Adarsh Plaza, Khasa Kothi circle, Jaipur-302001 Office: 0141-4161552, Toll free: 1800103-9039, E-Mail: customercare@skfin.in
Third Level (Appeal to RBI)
(If the dispute/complaint is not redressed within one (1) month)
General Manager, Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 Toll Free Number:
14448 (9:30 am to 5:15 pm), Portal to lodge complaints: https://cms.rbi.org.in
Further details are available in the Fair Practice Code and Grievance Redressal Policy displayed on the website https://strapi.skfin.in/uploads/FPC_and_Grievance_Redressal_Mechanism_59dbd8173a.pdf
1. Company strive to provide accurate and reliable services, based on the true and correct information provided by the Customer through the Service Request Form.
2. The Company reserves the right to Charge the Customer for any part of Services that are chargeable as per the sanction letter/ loan agreement/ schedule executed with the Customer or any changes thereof as intimated to the Customer from time to time.
3. The Customer consents to disclosure of all necessary and relevant information to any service provider or third party by the Company, for reasons including but not limited to facilitate the Services, assist the Company in analysing how are Services used, in compliance with any legal or regulatory directives, for statistical analysis or for credit rating or for any legal or regulatory compliance.
4. Company reserve the right to modify or discontinue the Service Request Form at any time without prior notice. Company may update these terms and conditions from time to time. The updated terms and conditions will be effective upon posting on our Website. You are responsible for understanding these terms and conditions before submitting a new service request; if you continue to use the Website or submit a service request, you will have agreed to the amended terms.
5. The Customer acknowledges that there might be delay in the provision of Services in case of any event of Force Majeure or any circumstances that are beyond the reasonable control of Company.
6. These terms and conditions shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Jaipur, Rajasthan in respect of any suit, petition, reference, or other filing permitted or required to be made pursuant to the Arbitration and Conciliation Act, 1996 and the Customer submits to the same.
CUSTOMER DECLARATION
1. You have read, understood and hereby agree to the terms and conditions as applicable to the various services offered by the Company as set forth on the Website and that You will adhere to all the terms and conditions applicable.
2. You declare, confirm and agree (a) that all the particulars and information given in this Service Request Form are true, correct, complete and up-todate in all aspects and You have not withheld any information (b) You undertake to provide any further information that Company may require from time to time
3. You accept and agree that these terms and conditions shall be in addition to any other terms and conditions agreed by you with respect to the facility provided by the Company and you shall at all times indemnify and keep the Company indemnified from any loss, damage, claim, action, costs, charges and expenses which Company may suffer or incur from time to time while providing the Services to you including and not limited to any defect/misrepresentation made by you in the above declaration.
4. You understand, agree and acknowledge that you shall be bound by the charges, fees, costs as incurred by the Company from time to time with respect to the services provided to you.
5. You confirm that the mobile number (in case of new customer) / registered mobile number (in case of existing customer) provided in the Service Request Form is held by you and is not in use of any other third party (including family members and close relatives). In the event any Service request raised by an existing customer through any number which is not registered with the Company, the Company may reject the request to ensure that the confidentiality of customer data is maintained and if you change your mobile number, you undertake that you will duly and promptly inform the Company and execute any document/process as required by the Company to change your mobile number on Company’s records. You understand that all transaction Alerts, company-initiated SMS communications and OTP will be sent on the mobile number submitted by you. You shall not, under any circumstances hold Company liable for any frauds, losses, damages or difficulties, whatsoever You may be subjected to in case your mobile number as updated on Company’s record in incorrect or used by a third person/party.
6. You agree that in case of any breach of the terms and conditions, the Company is at liberty to reject the above service provided to you without any notice based on internal review, agreement and data available with the Company. In such case, the Company is absolved of direct or indirect liabilities, if any and the Company may sustain for any reason in its extending these Services to you.
7. The Company is at liberty to modify the Terms of the Services at any time without any individual notices to Customer of Service Request Form. Merely changes displayed on the Company’s Website is sufficient and valid intimation to you.
8. You further understand that the Company may, without assigning any reason, withdraw the whole or some of the components of these Services.
9. You are aware of the fact that the Services is granted solely at your request and that the Company will take steps to prevent introduction of virus and other such destructive materials on the Website, however Company does not represent, warrant or guarantee that the Website or linked websites do not contain such virus or destructive materials. Company shall not be responsible for any kind of damage or harm attributable to virus, destructive materials, hacking and/or phishing attacks and/or cyber related crime, which may take place or happen during the submission/pendency of the request. You are also aware of the fact that while the Company has taken all necessary available precautions the chances of such attacks cannot be ruled out. In any view of the matter the Company shall stand indemnified from any such claim from your side.
