Version: 1.0

Last Updated on: May 29, 2025

These Support Application Terms of Use (“Terms”) govern your (“you”, “your”) access and/or use of the Support Application (defined below) provided by Sahamati Foundation (“Sahamati”, “we”, “us” or “our”). Sahamati is a company established under Section 8 of the Companies Act, 2013, which fosters the establishment and development of common frameworks for interoperability and related standards for its members and other Participants (defined below) in the account aggregator ecosystem. These Terms also include our privacy policy, available at https://sahamati.org.in/privacy-policy/ (“Sahamati Privacy Policy”). 

Please read these Terms carefully before accessing or using the Support Application. These Terms may be amended by us in accordance with the provisions hereunder, and the Terms, as amended from time to time, shall apply to you. You may always review the current version of these Terms on the Sahamati website.

These Terms shall be read together with the Sahamati Membership Terms . The terms not defined in these Terms shall have the meaning as ascribed to them under the Sahamati Membership Terms.

  1. USER ACKNOWLEDGMENT AND CONSENT
    1. These Terms establish a contractual relationship between you and Sahamati to access and/or use the Support Application. By accessing and/or using the Support Application, you agree that you have read, understood and are bound by these Terms and that you comply with the requirements listed here. If you do not agree to these Terms, you may not access or use the Support Application.
    2. If you represent an entity, organisation, or any other legal person, not being a natural person, you confirm and represent that you are duly authorised by the entity, organisation, or legal person to accept these Terms and have the necessary power and authority to bind such entity, organisation, or legal person to these Terms.
    3. You shall be responsible for your agents and/or contractors’ use of the Support Application on your behalf, and for their compliance with these Terms. 
    4. You understand and agree that personal data, if any, collected by Sahamati to enable you to access and use the Support Application, shall be as per the Sahamati Privacy Policy. 
          1. DEFINITIONS
            1. “​‘Member(s)” with its grammatical variations and cognate expressions shall mean an active member of Sahamati that has accepted the Sahamati Membership Terms and includes FIUs, AAs, and FIPs.
            2. “Participant” with its grammatical variations and cognate expressions shall mean any regulated entity participating in the account aggregator framework, whether as an FIU, AA or an FIP.
            3. “Support Application” shall mean the platform provided by Sahamati for Participants to raise support tickets on other Participant(s), along with the necessary features to enable dispute resolution between Sahamati Members.
          2. SERVICES
            1. Subject to your compliance with these Terms, Sahamati hereby grants you a limited, non-exclusive, non-transferable, non-sublicensable licence to use the Support Application. 
            2. Through the Support Application, you shall have access to: 
              • a ticketing service, including the ability to raise support tickets on other Participant(s) and/or respond to tickets raised by other Participant(s) on you; 
              • a unified view of all tickets raised by or on you; 
              • details of the support SPOC of other Participant(s);
              • tools to report certain deviations in implementation(s) of other Participant(s);
              • bulletins; and other technical publications, including advisories issued by Sahamati in relation to FIP scheduled downtimes intimated to Sahamati by Participant(s); 
              • tools to contact Sahamati’s support team; and
              • such other tools and features as may be provided by Sahamati on the Support Application from time to time.
            3. Your access to the Support Application shall be based on your membership status with Sahamati. Accordingly, access to certain portions of the Support Application may only be available to Sahamati Members. 
          3. ACCOUNT CREATION OBLIGATIONS
            1. In order to access the Support Application, you may be required to create an account on the Support Application by providing your details including but not limited to your name, phone number and/or email address (“Account”). If you choose to create an Account, you agree to provide and maintain true, accurate, and complete information about yourself as prompted on the Support Application and failure to do so shall constitute a breach of the Terms, which may result in immediate termination or suspension of your Account and/or access to the Support Application. 
            2. You further acknowledge that you are responsible for the information shared with us and shall update us on any change to details provided during the Account creation process.
            3. You are solely responsible for maintaining the confidentiality of the Account details and credentials, and for any activity that occurs through your Account. You agree to immediately notify Sahamati of any actual or suspected unauthorised use of your Account or any other breach of security. Sahamati will not be liable for any losses or damages that may arise from your failure to comply with the above-mentioned provisions or your failure to ensure the confidentiality of your Account or its credentials.
            4. We reserve the right to disable your access to the Account if, in our reasonable opinion, you are in breach of any provision of the Terms or the Applicable Law or in the event of any actual or suspected unauthorised access to your Account.
            5. You shall be solely responsible for ensuring compliance with Applicable Law and shall be solely liable for any liability that may arise due to a breach of your obligation in compliance with Applicable Law.
            6. You agree that your access to the Support Application may be limited only to a limited number of your designated support contacts (“SPOCs”). You agree that your use of the Support Application may only be for authorised use for which you have been provided access to the Support Application by Sahamati. All other persons from your organisation may need to create Account(s) as described in this Clause to access and use the Support Application. 
          4. RESTRICTIONS
            1. You agree to be solely responsible for the contents of your transmissions through the Support Application. You agree that you shall not use the Support Application in any manner except as expressly permitted in these Terms. Without limiting the generality of the preceding sentence, you shall not:
              • infringe, violate, or misappropriate any proprietary rights, including but not limited to copyrights, patents, trademarks, or trade secrets, of any person;
              • except as may be provided hereunder, copy, display, distribute, modify, publish, reproduce, store, transmit, post, translate, create any derivative works from, or licence the Support Application or any portion thereof;
              • use the Support Application to transmit any data or send or upload any material that contains viruses, trojan horses, worms, timebombs, keystroke loggers, spyware, adware, or any other harmful programmes or similar computer code designed to adversely affect the operation of any computer software or hardware;
              • use any robot, spider, other automated device, or manual process to monitor or copy the Support Application or any portion thereof, such as to  transmit “junk mail”, “spam”, “chain letters” or for the purpose of unsolicited mass distribution of email or phishing;
              • engage in the systematic retrieval of content from the Support Application to create or compile, directly or indirectly, a collection, compilation, database, or directory;
              • upload or transmit any information or content that is obscene, pornographic, paedophilic, immoral, invasive of another’s privacy, or is relating to or encouraging money laundering or gambling, an online game that causes user harm, or promoting enmity between different groups on the grounds of religion or caste with the intent to incite violence;
              • act in an abusive or threatening manner or use abusive or threatening language on or through the Support Application;
              • upload or transmit information or content that is harmful to children or that impersonates another person, or deceive or mislead any addressee about the origin of a message, or knowingly and intentionally communicates any misinformation or information which is patently false and untrue or misleading in nature or, in respect of any business of the Indian government, is identified as fake or false or misleading by the fact check unit of the Indian government;
              • threaten the unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign states, or public order, or cause incitement to the commission of any cognizable offence, or prevent investigation of any offence, or insult another nation in any manner;
              • use the Support Application in any unlawful manner, for fraudulent or malicious activities, or in any manner inconsistent with these Terms; 
              • reverse engineer, decompile, or disassemble the Support Application or any portion thereof;
              • take any action that may adversely affect the Support Application or any portion thereof; or
              • violate Applicable Laws in any manner.
            2. Sahamati reserves the right to terminate your access to the Support Application if there are reasonable grounds to believe that you have used the Support Application for any illegal or unauthorised activity. You acknowledge and agree that Your access to the Support Application may be monitored by Sahamati.
          5. FEES
            1. Sahamati is currently offering the Support Application to you at no separate cost. However, Sahamati reserves the right to charge you for access to the Support Application. Any fees in the future shall be levied prospectively. 
            2. You agree that Sahamati may, at any time, charge, modify or waive any fees required to access the Support Application. Your continued use of the Support Application after such change in the fees will be considered to be your acceptance of such changes, and applicability of these Terms to such change.
          6. CONFIDENTIALITY
            1. The information contained in the Support Application, apart from information submitted/ uploaded by a Participant, is the proprietary information of Sahamati. Sahamati will take reasonable measures to prevent unauthorised access to the Support Application; however, Sahamati does not guarantee such prevention of unauthorised access to the Support Application.
            2. You acknowledge that Sahamati may publish aggregated data pertaining to the tickets raised by and on you on the Support Application. 
          7. INTELLECTUAL PROPERTY RIGHTS
            1. All rights, title, and interest in and to the Support Application, including text, graphics, software, photographs and other images, videos, sounds, trademarks, and service marks are owned by or otherwise licensed to us. 
            2. All names, whether or not appearing with the trademark symbol, are trademarks that belong to us unless otherwise stated by us. The use or misuse of these trademarks or any other materials, except as permitted in these Terms, is expressly prohibited and may be in violation of copyright law, trademark law, and any other Applicable Law.
            3. The contents of the Support Application, apart from information submitted/ uploaded by a Participant, are subject to copyright protection. The contents of the Support Application may not be copied, recopied, reproduced, or otherwise redistributed. You should not copy, display, download, distribute, modify, reproduce, republish, or retransmit any information, text, or documents contained on the Support Application or any portion thereof in any electronic medium or in hard copy, or create any derivative work based on such images, texts or documents, without our express written consent or as otherwise permitted in these Terms.
            4. Sahamati may request you to submit suggestions and other feedback, including bug reports, relating to the Support Application, from time to time (“Feedback”). Sahamati may freely use, copy, disclose, publish, display, distribute, and exploit the Feedback without any payment of royalty, acknowledgement, prior consent, or any other form of restriction arising out of your intellectual property rights. You hereby waive any rights you may have that arise out of such Feedback and agree to execute such documentation as Sahamati may request to give effect to Sahamati’s rights under this Clause.
            5. You may upload or submit certain information, content, submissions, ideas, suggestions, proposals, plans, or other material, whether with or without our request (collectively, “Content”). You hereby grant us a non-exclusive, worldwide, perpetual, irrevocable, transferable, sublicensable, and royalty-free licence to use, display, store, host, communicate, make available, modify, adapt, translate and create derivative works of the Content.
            6. Except as stated in these Terms, nothing in these Terms should be construed as conferring any right, title, interest, claim or licence to our or any third party’s intellectual property rights. Any such transfer, licence or assignment should be between or among the parties thereto in writing.
          8. Integration with Third Party Applications
            1. The Support Application may integrate with other third party websites or applications (hereinafter “Third Party Application(s)“). Access and use of the Third Party Applications may require acceptance of terms of service and privacy policies applicable to such Third Party Applications (hereinafter “Third Party Terms“) and may also include links to the Third Party Applications. Sahamati makes no representations and disclaims all warranties and liabilities arising out of or pertaining to such Third Party Application, including their accuracy and/ or completeness. Should you avail any Third Party Application(s), you shall be governed and bound by the Third Party Terms with respect to such access and use. 
            2. You are responsible for reading and understanding the Third Party Terms before accessing or using any Third Party Application(s). You understand and acknowledge that Third Party Application(s) are the responsibility of the respective third-party that renders such Third Party Application(s). You further acknowledge that your use of such Third Party Application(s) is solely at your own risk. You acknowledge and agree that Sahamati is not liable for your use of any Third Party Applications. 
            3. While we will use commercially reasonable efforts to provide you with advance notice, you acknowledge and agree that Sahamati may, at any time and in its sole discretion, and without any notice to you, suspend, restrict or disable access to or remove from the Support Application, any Third Party Application, without any liability to you, including without limitation for any loss of profits, revenue, data, goodwill or other intangible losses.
          9. MODIFICATION OF TERMS
            1. Sahamati may modify these Terms with or without a prior  notice to you at any time. Sahamati will use commercially reasonable efforts to provide a notice of any such modification by electronic mail or by publishing the changes on Sahamati’s website www.sahamati.org.in. You may terminate your use of the Support Application if the Terms are modified in a manner that substantially affects your rights in connection with use of the Support Application. Your continued use of the Support Application after notice of any change to these Terms will be deemed to be your agreement to the amended Terms.
          10. COMMUNICATIONS FROM SAHAMATI
            1. The Support Application may include certain communications from Sahamati, such as service announcements, administrative messages and newsletters. You understand that these communications shall be considered part of using the Support Application. As part of our policy to provide you with total privacy, we will also provide you with the option of opting out from receiving newsletters from us. However, you will not be able to opt-out from receiving service announcements and administrative messages.
          11. WARRANTIES AND DISCLAIMERS
            1. Use of the Support Application is at your sole risk. You hereby accept full responsibility for any consequences that may arise from your use of the Support Application, and expressly agree and acknowledge that Sahamati shall have absolutely no liability with respect to the same.
            2. You understand and agree that we do not accept any responsibility or liability for any loss or damage that you may suffer or incur if any information, documentation, material, or data on the Support Application is incorrect, incomplete, inaccurate, or misleading.
            3. THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES CONTAINED IN THE SUPPORT APPLICATION MAY BE OUT OF DATE OR INCLUDE OMISSIONS, INACCURACIES OR OTHER ERRORS. TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE LAW, THE SUPPORT APPLICATION, THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES CONTAINED IN THE SUPPORT APPLICATION ARE PROVIDED “AS IS” AND WITHOUT WARRANTY. SAHAMATI DOES NOT WARRANT THAT THE INFORMATION ON THE SUPPORT APPLICATION IS UP TO DATE OR ERROR-FREE, NOR DOES IT PROVIDE ANY OTHER WARRANTIES, WHETHER EXPRESSED OR IMPLIED IN LAW, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. 
            4. IN NO EVENT SHALL SAHAMATI BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR DAMAGES FOR LOSS OF PROFITS, REVENUE, DATA OR USE, INCURRED BY YOU OR ANY THIRD PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT, ARISING FROM YOUR ACCESS TO, OR USE OF, THE SUPPORT APPLICATION OR ANY OTHER HYPERLINKED THIRD PARTY APPLICATION.
            5. SAHAMATI DOES NOT ENDORSE (AND HAS NOT NECESSARILY REVIEWED) ANY ACTIONS TAKEN OR THE CONTENTS OF ANY SUPPORT TICKETS, THE RESPONSE(S) THERETO (INCLUDING OF SAHAMATI EMPLOYEES OR AGENTS). THE SUPPORT APPLICATION MAY CONTAIN HYPERLINKS TO WEBSITES CONTROLLED BY PARTIES OTHER THAN SAHAMATI. SAHAMATI IS NOT RESPONSIBLE FOR AND DOES NOT ENDORSE THE CONTENTS OR USE OF THESE WEBSITES.
            6. To the fullest extent permissible by law, Sahamati disclaims all liability to you for any loss or damage arising out of or due to:
              • your use or inability to use, or availability or unavailability of the Support Application including any Third Party Applications that may be integrated with the Support Application;
              • the occurrence or existence of any defect, interruption, or delays in the operation or transmission of information to, from, or through the Support Application communications failure, theft, destruction, or unauthorised access to Sahamati’s records, programmes, services, servers, or other infrastructure relating to the Support Application; or
              • the failure of the Support Application to remain operational for any period of time.
            7. You also agree and acknowledge that there can be disruption in communication due to factors outside our control, including but not limited to network interruptions. You agree not to hold us liable for non-delivery of any alert or any loss suffered by you due to any delay, distortion or failure of communication.
          12. INDEMNITY
            1. You shall indemnify, defend and hold Sahamati, its officers, associates, successors, assigns, licensors, employees, directors, agents, and representatives, harmless from and against any direct or indirect losses, actions, damages, penalties, cost and expenses, claim, demand, lawsuits, a judicial proceeding, (including, without limitation, from all damages, liabilities, settlements, costs, and attorney’s fees) arising from or relating to:
              • breach of these Terms by you;
              • acts, commissions or omissions, errors, misrepresentations, misconduct, negligence, fraud, forgery, dishonesty, violation attributable to you and/or your personnel/agents/representatives, in violation of these Terms;
              • contravention of any Applicable Law by you; and 
              • any claim from any authority or any third party as a result of any action or inaction on your part, including but not limited to a breach of these Terms or any acts committed beyond the scope of these Terms.
          13. LIMITATION OF LIABILITY
            1. In no event shall we, our officers, directors and employees, or our contractors, agents, licensors, partners, or suppliers be liable to you for any special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever, including but not limited to abuse or breach of data), even if we or an authorised representative have been advised of the possibility of such damages, arising out of or relating to: (a) these Terms, (b) the Support Application, (c) your use or inability to use and/or access the Support Application, or (d) any other interactions with another Participant in connection with the Support Application. 
            2. Notwithstanding anything to the contrary, the maximum aggregate liability of Sahamati shall be limited to INR 10,000/- (Rupees Ten Thousand only).
          14. TERM AND TERMINATION
            1. These terms shall remain in effect unless terminated in accordance with the terms hereunder.
            2. Sahamati may suspend or terminate your access to or use of the Support Application, or any portion thereof, immediately in the event: 
              • you are suspended or expelled as a Member as per the Sahamati Membership Suspension, Expulsion and Re-admission Rules;
              • your certificate of registration is cancelled or revoked by a Financial Sector Regulator; 
              • you cease or are unable to carry on your business; or
              • Sahamati receives a court order or directive from any Competent Authority to this effect.
            3. Upon suspension or termination under this Clause 15:
              • your access to the Support Application may be revoked and you may no longer be able to access the Support Application. Your access to other Sahamati services may also be restricted, at Sahamati’s sole discretion.
              • these terms shall terminate, except for those sections that expressly survive or are intended to survive termination or expiry.
            4. Notwithstanding anything to the contrary contained in the Terms, upon termination of your access to or use of the Support Application, you must immediately stop using the Support Application.
          15. GOVERNING LAW AND JURISDICTION
            1. These Terms shall be governed by the laws of India for the time being in force and subject to Clause 16.2, any dispute concerning these Terms shall be subject to the exclusive jurisdiction of courts at Bengaluru India. 
            2. In the event of any dispute relating to these Terms, the parties shall endeavour to amicably resolve such disputes in good faith. If the parties fail to resolve such disputes, the dispute will be referred to an online dispute resolution (“ODR”) institution mutually agreed to between the parties in writing. The ODR institution shall accordingly appoint a mediator, conciliator, or an arbitrator  in accordance with the applicable mediation or conciliation rules of such ODR institution for such dispute. The mediation/ conciliation process shall be administered in accordance with the applicable mediation or conciliation rules of the relevant ODR institution. The arbitration proceedings shall be undertaken in terms of the rules of the ODR institution and in accordance with the Arbitration and Conciliation Act, 1996. In case of any inconsistency between the rules of the ODR institution and the Arbitration and Conciliation Act, 1996, the provisions of the Arbitration and Conciliation Act, 1996 shall prevail. The seat of arbitration proceedings shall be Bengaluru, India and the language of the proceedings shall be English. The decision of the arbitrator appointed by the ODR institution shall be binding on the parties to the dispute and the parties shall take such actions as may be necessary to give effect to the decision of the arbitrator.
            3. If the parties are unable to mutually agree upon an ODR institution under Clause 16.2, the dispute shall be subject to the exclusive jurisdiction of the courts in Bengaluru, India.  
            4. All expenses in relation to (i) any dispute referred to an ODR institution, or (ii) litigation costs, as described hereinabove, shall be borne by the respective parties. 
            5. The parties to such proceedings shall keep them confidential and not disclose to any person, other than on a need to basis or to legal advisors unless required to do so by law. 
          16. MISCELLANEOUS PROVISIONS
            1. Severability: If any provision of these Terms is determined by any court or other Competent Authority to be unlawful or unenforceable, the other provisions of these Terms will continue in effect. If any unlawful or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect (unless that would contradict the clear intention of the section, in which case the entirety of the relevant provision will be deemed to be deleted).
            2. Waiver: No failure or delay in exercising any right, power, or privilege hereunder shall operate as a waiver thereof nor shall any single or partial exercise of any right, power, or privilege preclude any other or further exercise thereof or the exercise of any other right, power or privilege. Every right or remedy herein conferred or reserved hereunder shall be cumulative and shall be in addition to every right and remedy existing at law or equity or by statute and the pursuit of any one right or remedy shall not be construed as an election.
            3. Force Majeure: You shall not be liable for any breach of these Terms if such breach is caused by an event that is unforeseeable and beyond your reasonable control (such as, depending on the circumstances, unavailability of any communication system, breach or virus in our system, sabotage, fire, flood, explosion, acts of god, civil commotion, strikes or industrial action of any kind, riots, insurrection, war, acts of government, unauthorised access to computer data and storage devices, computer crashes and regulatory or government actions (“Force Majeure Event”). In such circumstances, you will be entitled to a reasonable extension of time to perform your obligations and shall take commercially reasonable methods to inform Sahamati of the Force Majeure Event and use all reasonable endeavours to mitigate the effects of the Force Majeure Event.
            4. Notices: All notices or other communications under these Terms shall be in writing and, unless otherwise specified, may be sent by email, speed post or courier or any other acceptable mode of electronic communication. Any such notice or other communication will be deemed to be effective: (a) if delivered in person, at the time of such delivery; (b) if dispatched by speed post or courier, when recall of the letter is outside the control of the sender; (c) if sent by email, when such email enters the sent items folders. 
            5. Third Party Rights: No third party shall have any rights to enforce any Terms contained herein.
            6. Regulatory Changes: You acknowledge and agree that we may have to modify the Support Application to comply with Applicable Laws. As a result of this, you may be unable to access or use all or any part of the Support Application. We shall not be liable to you for such inability to use the Support Application pursuant to our compliance with Applicable Laws.  
          17. CONTACT DETAILS
            1. To exercise any of the rights or for sharing any grievance or queries, please write us an email at legal@sahamati.org.in.