Elementor #50

Toucan Payments India Private Limited

Merchant Acquiring Privacy Policy

At Toucan Payments India Pvt. Ltd, we are committed to protecting your data, ensuring a secure onboarding process, and addressing concerns through structured grievance redressal and dispute resolution mechanisms. Find our key policies and nodal officer details below. 

1. Merchant Onboarding Policy

Our Merchant Onboarding Policy outlines the process, required documentation, and step-by-step procedures to help prospective merchants self-onboard smoothly through our digital platforms. 

Merchant Sourcing Methods 

  • Toucan Sales & Business Development Teams 
  • Toucan Partner Aggregators and Platforms 
  • Direct Sales Agencies (DSAs) and appointed sales partners 
  • Self-onboarding via registration forms on our digital channels 

Onboarding Steps 

Step 1 – Account Creation 
Prospective merchants create an account via our Sign-Up Page and receive restricted access to the application form upon verification. 

Step 2 – Registration Form 
Collects business and contact details. KYC documents must be uploaded securely. 

Step 3 – eKYC & Document Verification 
Upon form submission, we complete eKYC and manually verify submitted documents. 

Merchant Scoring 

Each merchant is evaluated using our predefined scoring system to ensure eligibility and risk compliance. 

👉 To read our full Merchant Onboarding Policy and access self-onboarding forms, CLICK HERE 

2. Fraud Monitoring & Prevention

We proactively detect and mitigate fraud to protect our ecosystem.

A. Fraud Management Committee

Members: Compliance Officer, IT Security Head, Ops & Customer Support Reps       

Key Responsibilities: 

  • Fraud strategy oversight 
  • Tool/tech approval 
  • Periodic fraud reviews
  • Regulatory compliance

B. Fraud Prevention Policy Includes:

  • Risk identification & categorization 
  • Monitoring and reporting process 
  • Escalation and mitigation procedures 
  • Continuous updates per regulations 

👉 Full fraud monitoring details, CLICK HERE 

3. Risk Management

We follow robust practices to safeguard the business and customers. 

A. Risk Governance Structure

  • Board of Directors: Policy oversight 
  • Risk Management Committee: Monitors key risks 
  • Internal Audit Team: Ensures control effectiveness

B. Risk Management Policies

  • Covers financial, operational, legal, reputational risks 
  • Aligned with RBI’s Payment Aggregator guidelines 

👉 For our detailed Risk Management Policy, CLICK HERE 

4. Dispute Resolution Policy

We follow a structured approach to resolve disputes between merchants, customers, and the platform in a transparent and timely manner. The policy outlines: 

  • Dispute registration mechanism 
  • Resolution timelines 
  • Mediation and escalation pathways 

👉 To learn more about our Dispute Resolution Process, CLICK HERE 

5. Merchant Offboarding Policy

Ensures a seamless exit process, maintaining transparency and compliance. 

Scope 

Applies to all Toucan onboarded merchants and includes: 

  • Voluntary exits 
  • Terminations by Toucan 
  • Suspensions or reinstatements 

👉 For complete offboarding details, CLICK HERE 

6. Customer Grievance Redressal Policy

We are dedicated to resolving customer grievances promptly and fairly. If you have any concerns regarding your transactions or services: 

  • You can contact our support team via our official channels. 
  • If unresolved, escalate the issue to our Nodal Officers listed below. 

👉 To review our complete Customer Grievance Redressal Policy, CLICK HERE 

7. Nodal Officers

In case of unresolved grievances or disputes, you may reach out to our Nodal Officers for further assistance. Kindly escalate only if no satisfactory response is received within 10 business days. 

NODAL OFFICERS: 

i) Chakrapani Doppalapudi

Toucan Payments India Private Limited 

ADDRESS: NO. No.45, Kavuri Hills Phase 3, Sri Rama Colony, Madhapur, Hyderabad, Telangana 500033 

Email – Chakra@toucanus.com 

Phone No – 9000844097 

 ii) Vallarapu Naveen Kumar 

Toucan Payments India Private Limited 

ADDRESS: NO. No.45, Kavuri Hills Phase 3, Sri Rama Colony, Madhapur, Hyderabad, Telangana 500033 

Email – naveen.vallarapu@toucanus.com 

Phone No – 9949495913 

8. Terms and Conditions for Merchant Onboarding

Our merchant onboarding process adheres to terms outlined in our Merchant Agreement, ensuring regulatory compliance and transparent engagement. 

👉 To access our standard Merchant Agreement, CLICK HERE