1. Introduction

Welcome to the official website and digital platforms of Servitium Micro Finance Pvt. Ltd. (“Servitium”, “Company”, “we”, “us” or “our”).

These Terms & Conditions (“Terms”) and Privacy Policy govern your access to and use of our website, digital platforms, applications, online services and other electronic services provided by Servitium.

By accessing or using our website or digital services, you acknowledge that you have read, understood and agreed to these Terms & Privacy Policy.

If you do not agree with these Terms & Privacy Policy, please do not use our website or digital services.

2. About Servitium

Servitium Micro Finance Pvt. Ltd. is a Non-Banking Financial Company – Microfinance Institution (NBFC-MFI) engaged in providing financial services in accordance with applicable laws, regulations and regulatory directions.

The Company’s registered office and contact details shall be displayed on the Company’s official website.

3. Information We May Collect

Depending on the services used and applicable requirements, we may collect:

Personal Information

• Name
• Date of birth
• Gender
• Mobile number
• Email address
• Residential address
• Photograph

KYC Information

• Aadhaar-related information, where legally permitted and required
• PAN
• Voter ID
• Driving Licence
• Passport
• Other officially valid documents
• CKYC information

Financial Information

• Bank account information
• Income information
• Household financial information
• Existing loan information
• Repayment information

Credit Information

• Credit history
• Credit score/report information
• Existing credit facilities
• Repayment history
• Information obtained from authorised CICs

Technical Information

When you use our website/digital services, we may collect, where applicable:

• IP address
• Device information
• Browser information
• Login information
• Application usage information
• Security logs

4. Purpose of Data Collection

We may process personal information for purposes including:

• Customer onboarding
• KYC verification
• Credit assessment
• Loan processing
• Loan servicing
• Repayment management
• Customer communication
• Fraud prevention
• Risk management
• Credit bureau reporting
• Regulatory compliance
• Audit
• Customer grievance handling
• Security monitoring
• Improving services

5. Loan Application

Applicants shall provide true, accurate and complete information while applying for any financial product.

The applicant shall be responsible for:

• Accuracy of information provided.
• Authenticity of documents submitted.
• Providing updated contact information.
• Providing required KYC documents.
• Disclosing existing loans and repayment obligations.
• Providing information required for credit assessment.

Providing false, misleading, incomplete or fraudulent information may result in rejection/cancellation of the application and appropriate action as permitted by law.

6. KYC and Customer Due Diligence

The Company may undertake customer identification, verification and due diligence in accordance with applicable KYC/AML requirements.

Depending on the applicable product and regulatory requirements, the Company may collect and verify:

• Name
• Date of Birth
• Address
• Mobile Number
• Identity documents
• PAN/Form 60, where applicable
• CKYC information
• Bank account details
• Photograph
• Other information required for customer due diligence

The Company may also obtain information from authorised databases, regulators, Credit Information Companies and other legally permitted sources.

7. Credit Assessment

Loan applications may be assessed based on factors including:

• Customer profile
• Household income
• Household repayment obligations
• Existing indebtedness
• Credit history
• Credit bureau information
• Repayment capacity
• Internal credit policy
• Applicable regulatory requirements

The Company may approve, reject or modify an application in accordance with its applicable credit policy and regulatory framework.

8. Credit Information Companies

For credit assessment, reporting and other permitted purposes, the Company may obtain and/or submit customer credit information to authorised Credit Information Companies (CICs), including applicable bureaus such as:

• TransUnion CIBIL
• Equifax
• Experian
• CRIF High Mark

Customer information submitted to CICs shall be handled in accordance with applicable laws, regulatory requirements and the Company’s internal policies.

9. Loan Sanction and Documentation

Loan approval shall be subject to:

• Eligibility
• Credit assessment
• KYC verification
• Documentation
• Applicable loan Terms & Privacy Policy
• Internal policy
• Regulatory requirements

The applicable loan agreement, sanction Terms & Privacy Policy, Key Facts Statement/other required disclosures and related documents shall govern the specific loan transaction.

In case of any conflict between these website Terms & Privacy Policy and the executed loan documents, the applicable executed loan documents shall prevail for that particular loan.

10. Interest, Charges and Fees

Interest, processing charges, insurance charges, late/payment-related charges and other applicable charges, if any, shall be disclosed to the customer in accordance with applicable regulations and the relevant product Terms & Privacy Policy.

The customer should carefully review the applicable loan documents before accepting the loan.

The Company shall not impose charges that are not permitted under applicable law or disclosed in the applicable Terms & Privacy Policy.

11. Repayment

Customers shall repay their loan instalments according to the repayment schedule communicated by the Company.

Customers are responsible for ensuring timely repayment.

Repayment may be made through authorised channels specified by the Company.

Customers should obtain and retain appropriate acknowledgement/transaction records for payments made.

12. Collection and Recovery

The Company follows applicable regulatory requirements and its approved Fair Practices Code in relation to collection and recovery.

Employees, collection personnel and authorised agents are expected to interact with customers fairly, respectfully and professionally.

The Company does not permit:

• Threatening behaviour
• Abusive language
• Harassment
• Intimidation
• Unauthorised collection practices
• Misrepresentation

The RBI’s microfinance framework specifically addresses fair recovery practices and customer grievance mechanisms.

13. Customer Communication

The Company may communicate with customers through:

• Telephone
• SMS
• Email
• WhatsApp or other authorised digital channels
• Physical communication
• Other authorised communication channels

Communication may relate to:

• Loan application
• Loan approval
• Repayment
• Due dates
• Account status
• Service updates
• Grievances
• Regulatory/customer service requirements

14. Digital Services

Where digital services are provided, customers shall:

• Keep login credentials confidential.
• Not share OTPs or passwords.
• Use authorised applications/websites.
• Immediately report suspicious transactions or unauthorised access.
• Log out from shared devices.

The Company shall not be responsible for losses caused by the customer’s intentional or negligent disclosure of confidential authentication credentials, subject to applicable law and the Company’s customer protection procedures.

15. Third-Party Services

The Company may use authorised third-party service providers for activities such as:

• Technology services
• SMS services
• Telecalling
• KYC verification
• Credit bureau services
• Payment services
• Cloud services
• Customer support
• Other operational services

Such service providers shall be subject to appropriate contractual, security and confidentiality requirements.

16. Data Sharing

We may share information with authorised parties where necessary and legally permitted, including:

• RBI and other regulators/government authorities
• Credit Information Companies
• Banks and financial institutions
• Payment service providers
• KYC/CKYC service providers
• Technology service providers
• Cloud service providers
• Audit firms
• Legal/advisory service providers
• Other authorised service providers

We shall not sell customer personal information for unauthorised commercial purposes.

17. Data Security

The Company shall implement reasonable technical and organisational safeguards appropriate to the nature of the information processed.

Security measures may include:

• Access controls
• Password protection
• Encryption where appropriate
• Firewall and endpoint security
• Logging and monitoring
• Backup
• Vulnerability management
• Employee awareness
• Vendor security controls

18. Access Control

Personal information shall be accessible only to authorised employees/personnel who require such information for legitimate business purposes.

The Company follows the principle of need-to-know and least privilege, subject to operational requirements.

19. Data Retention

Personal information shall be retained only for as long as necessary to fulfil the relevant purpose or to comply with applicable legal, regulatory, accounting, audit and record-retention requirements.

After the applicable retention period, information shall be securely deleted, anonymised or otherwise disposed of, subject to legal requirements.

20. Cookies

Our website may use cookies or similar technologies for purposes such as:

• Website functionality
• Security
• User preferences
• Analytics
• Improving user experience

Users may manage cookie settings through their browser where supported.

21. Third-Party Websites

Our website may contain links to third-party websites.

Servitium is not responsible for the privacy practices of third-party websites.

Customers should review the privacy policies of such websites before providing personal information.

22. Customer Responsibility

Customers should:

• Keep passwords confidential.
• Never share OTPs.
• Avoid sharing sensitive information through unauthorised channels.
• Use only official Servitium contact channels.
• Immediately report suspected fraud or unauthorised access.

23. Data Breach / Security Incident

If the Company becomes aware of a personal data/security incident, it shall take appropriate steps in accordance with applicable law and internal incident-response procedures, including containment, investigation, remediation and required notifications.

24. Intellectual Property

All website content, including:

• Logo
• Brand name
• Text
• Graphics
• Images
• Software
• Design
• Documents
• Reports

is owned by or licensed to Servitium and is protected by applicable intellectual property laws.

Unauthorised copying, reproduction, modification or commercial use is prohibited.

25. Prohibited Use

Users shall not:

• Use the website for unlawful purposes.
• Attempt unauthorised access.
• Introduce malware or malicious code.
• Attempt to disrupt website services.
• Scrape or copy confidential information.
• Impersonate another person.
• Submit fraudulent information.
• Misuse Company systems.

26. Service Availability

The Company will take reasonable measures to maintain the availability and security of its digital services.

However, temporary interruption may occur due to:

• Maintenance
• Network failure
• System failure
• Cybersecurity incidents
• Third-party service failure
• Force majeure events

27. Changes to Terms & Privacy Policy

This Privacy Policy may be updated periodically due to:

• Regulatory requirements
• Legal changes
• Changes in our services
• Technology changes
• Security requirements

The updated version will be published on our website with the revised effective date.