Integrity
Responsible business practices.
Trust · Transparency · Responsibility
Compliance by Design.
Trust in Every Transaction.
Responsible payment operations, transparent processes and a commitment to applicable compliance requirements.
Our Approach
Responsible Payments. Clear Principles.
At Digiway Payment, compliance is an essential part of building reliable payment experiences. We focus on clear processes, appropriate controls and responsible coordination with relevant service providers.
Transparency
Clear processes and communication.
Accountability
Defined responsibilities and controls.
Roles & Responsibilities
Compliance Starts with Clarity.
Payment services may involve merchants, technology providers, banks and regulated payment partners. Each party's responsibilities depend on its role and the applicable agreements.
Platform
Digiway Payment
Technology, coordination and operational responsibilities within the agreed service scope.
Authorised
Regulated Partners
Applicable regulated activities and responsibilities assigned to the relevant authorised entity.
Business
Merchants
Accurate information, valid documents and compliance with applicable service terms.
Delivery
Service Providers
Delivery of contracted services under their applicable obligations.
Applicable Laws & Requirements
Operating with Regulatory Awareness.
Our compliance approach considers applicable Indian laws, regulatory directions and contractual requirements relevant to the services we provide and the role we perform.
DirectionsRBI
RBI Directions
Applicable Reserve Bank of India directions relevant to the service and responsible regulated entity.
Act2007
Payment and Settlement Systems Act, 2007
The statutory framework governing payment systems in India, as applicable to the relevant activity and entity.
Act2002
Prevention of Money Laundering Act, 2002
Applicable anti-money-laundering and record-keeping obligations, according to the entity's role and legal requirements.
DataPrivacy
Data Protection Requirements
Relevant privacy, data protection and information-security obligations.
Please note: References to laws and directions are provided for general awareness. They apply according to Digiway Payment's actual legal role and obligations, and mentioning a law does not imply that the company holds a specific licence or regulatory approval.
Know Your Merchant
Know the Business Before Onboarding.
Merchant onboarding may include identity checks, business verification, ownership details and supporting-document reviews, according to the requested service and applicable requirements.
- Business identity and registration details
- PAN, GST and other applicable records
- Ownership and authorised signatory information
- Bank account evidence, where required
- Additional documents when needed for review
Risk-Aware Operations
Identify Risks. Apply Appropriate Controls.
Where applicable, risk-management processes may include customer due diligence, relevant screening, assessment of risk indicators and escalation of unusual activity.
Due Diligence
Review relevant business and identity information.
Risk Screening
Assess relevant risk indicators and apply appropriate checks.
Escalation
Refer concerns through applicable review processes.
Operational Controls
Every Transaction Deserves Attention.
Digiway Payment aims to support consistent transaction processing through appropriate operational checks, exception handling and coordination with relevant service providers.
Transaction ValidationApply relevant checks before processing, where supported.
ReconciliationSupport comparison of transaction and settlement records.
Exception HandlingRoute discrepancies for investigation and resolution.
Transaction RecordsMaintain relevant records according to applicable requirements.
Proactive Risk Management
Understand Risks. Strengthen Controls.
A structured risk-assessment approach helps identify potential weaknesses, evaluate their impact and determine appropriate corrective measures.
Security-Focused Practices
Protecting Information at Every Stage.
Security measures are applied in a way that is appropriate to the systems, information and services involved.
Access Controls
Limit access according to authorised roles.
Protective Safeguards
Use appropriate technical and organisational measures.
System Oversight
Review relevant system issues and escalate concerns.
Incident Response
Follow established response and escalation procedures.
Responsible Data Handling
Information Handled with Care.
Merchant and customer information should be collected, accessed, used and retained according to applicable privacy requirements, contractual obligations and the published privacy policy.
View Privacy Policy →Purpose-Based Collection
Request information relevant to the service and its legitimate requirements.
Controlled Access
Restrict information access according to authorised responsibilities.
Responsible Retention
Retain and dispose of information in accordance with applicable requirements.
Responsible Collaboration
Strong Partnerships. Defined Accountability.
Payment services can depend on banks, payment service providers, technology partners and other third parties. Clear agreements and responsibilities help support reliable operations.
Partner Due DiligenceConduct appropriate checks before establishing relevant business relationships.
Defined AgreementsDocument service scope, responsibilities and escalation arrangements.
Ongoing CoordinationAddress relevant operational, compliance and service-related concerns.
Transparency & Accountability
Clear Information. Fair Treatment.
Digiway Payment aims to support transparent service communication and appropriate handling of merchant and customer concerns within its role.
Terms
Clear Service Terms
Present relevant fees, terms and conditions clearly.
Communication
Clear Communication
Provide relevant information about service-related issues.
Review
Issue Review
Review complaints and discrepancies through appropriate processes.
Support
Responsible Support
Direct concerns to the appropriate service team or regulated partner.
Responsive Issue Management
Identify. Escalate. Resolve.
Operational, security or compliance-related concerns should be reported through the appropriate channel so they can be assessed and handled in accordance with applicable procedures.
Identify the Concern
Document the relevant issue and available evidence.
Escalate Appropriately
Notify the responsible team or service provider through the designated channel.
Track the Outcome
Record follow-up actions and resolution details where required.
A Clear Path to Resolution
Your Concerns Deserve Attention.
Merchants and customers should have a clear way to raise service-related concerns. Complaints are routed to the appropriate team or responsible service provider according to the issue and applicable process.
Complaint ticketRef ••••••
- Raise a ComplaintShare the issue with relevant transaction or application details.
- Review & AssessmentThe responsible team reviews the information and identifies the appropriate next step.
- Resolution or EscalationThe matter is addressed or referred to the relevant service provider, as applicable.
Illustrative stages. Handling depends on the issue and the applicable process.
Defined Processes · Clear Accountability
Policies That Guide Our Operations.
A structured policy framework helps define responsibilities, support consistent decisions and provide clarity across relevant business processes.
Consistent decisions · Clear accountability
Documented Policies
Maintain relevant policies and procedures appropriate to the services and responsibilities involved.
Defined Responsibilities
Establish clear ownership for applicable operational and compliance activities.
Periodic Review
Review relevant policies when business processes or applicable requirements change.
Structured Policy FrameworkDefined processes across relevant business operations
Keeping Processes Relevant
Stay Aligned as Requirements Evolve.
Regulatory and business requirements can change. Relevant updates are reviewed to determine whether existing policies, processes or contractual arrangements need revision.
Regulatory Awareness
Review relevant official notifications and directions.
Policy Updates
Assess whether documented procedures need to be revised.
Internal Coordination
Communicate relevant changes to the responsible teams and partners.
Frequently Asked Questions
Understand Our Compliance Approach.
Clear answers about our role, regulatory awareness, merchant KYC, information handling and complaints.
What does compliance mean at Digiway Payment?
It means following the laws, contractual obligations and operational requirements applicable to the services we provide and the role we perform.
Is Digiway Payment a bank?
No. Digiway Payment is not described as a bank. Banking services, where offered, may be delivered through appropriate banking partners.
Is Digiway Payment directly regulated by the RBI?
Regulatory status depends on the company's actual activities, authorisations and legal structure. Please refer to verified company disclosures for the applicable position.
Why is merchant KYC required?
KYC helps verify business identity and assess eligibility under applicable onboarding requirements.
What is AML compliance?
Anti-money-laundering measures help prevent and detect financial crime, with responsibilities depending on the applicable law and entity.
Does every merchant need the same documents?
No. Requirements can vary by business structure, service, risk assessment and applicable rules.
How is merchant information handled?
Information is handled in accordance with applicable privacy obligations, contractual terms and the published privacy policy.
What should I do if I notice a suspicious transaction?
Report the concern through the designated support or escalation channel. Never share passwords, PINs or OTPs.
How can I raise a complaint?
Use the designated grievance channel or contact the relevant service provider, depending on the issue.
Where can I find the applicable policies?
Refer to the relevant policy pages and contractual documents published or provided by Digiway Payment.
How does Digiway Payment approach information security?
Security measures are applied in a way that is appropriate to the systems, information and services involved.
Who is responsible for regulatory compliance?
Responsibilities depend on the entity's legal role, applicable laws, service arrangements and contractual obligations.
Can an application be declined?
Yes. An application may be declined if applicable eligibility or verification requirements are not met.
How are compliance concerns escalated?
Concerns are reported through the designated channel and referred to the responsible team or service provider.
Does mentioning a regulation mean Digiway Payment holds a licence under it?
No. Regulatory references describe relevant legal frameworks and do not, by themselves, establish that the company holds a particular licence or approval.
Digiway Payment · Trust & Responsibility
Built on Trust. Guided by Responsibility.
Explore our policies, understand our processes and connect with the right team for compliance-related assistance.