Jump into life’s next great adventure - HSBC Bank India · 2020. 9. 6. · • 8Benefits on your...

Welcome to the new Advance

Jump into life’s next great adventure

Index

HSBC Advance .................................................................................................. ..........4

• Key things you should know ...................................... .................................................7

• Fast access, more control ................................................................ ............................8

• Online and on your side ................................................................................................ 11

• Financial expertise and support ...................................................................................12

• Preferential rates and rewards .....................................................................................14

• Loans .............................................................................................................................17

• Eligibility criteria ...........................................................................................................18

• Important Information ..................................................................................................22

• HSBC Advance FAQs ...................................................................................................24

• HSBC Advance Tariff Schedule ...................................................................................28

• HSBC India Advance Account Terms and Conditions........... .....................................44

HSBC India Advance Platinum Debit Card Service Guide ......................................... 82

• Knowing your HSBC India Advance Platinum Debit Card .........................................83

• Important Points ...........................................................................................................85

• Getting Started with your HSBC India Advance Platinum Debit Card ......................86

• Using your HSBC India Advance Platinum Debit Card ..............................................87

• Privileges on your HSBC India Advance Platinum Debit Card ...................................89

• Other Benefits of HSBC India Advance Platinum Debit Card ....................................90

• International Usage of your HSBC India Advance Platinum Debit Card ...................90

• Important Guidelines on International Usage .............................................................91

• Safeguarding your HSBC India Advance Platinum Debit Card ..................................92

• HSBC India Advance Platinum Debit Card Tariff Sheet .............................................94

• HSBC India Advance Platinum Debit Card FAQs .......................................................96

– Security Enhancement on HSBC India Debit Card ................................................97

– Secure Transactions at Merchant Establishments ................................................100

– Secure Transactions Online ....................................................................................102

• HSBC India Advance Platinum Debit Card Terms and Conditions ............................106

Banking Codes and Standards Board of India ...........................................................125

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HSBC Advance. Designed with your needs in mind.

We know that personal ambitions are nurtured by family, network of friends, contacts and colleagues that inspire you to keep aiming higher. Your ambitions are likely to be achieved with the help of your support system.

Every relationship has its own rewards

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At HSBC, we would not claim to play a starring role in your successes, but we are there to help you in every way that we can. Together, We Advance.

Please go through this brochure to see how our online account management tools, support from HSBC Advance Managers, preferential rates and ongoing customer rewards can help you stay on top of your finances to help achieve your goals for the future.

HS

BC

Advance

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Even life’s best surprises are worth being prepared for

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1. HSBC Advance brings you a range of features that includes:• An HSBC Advance Platinum Debit Card, which enables cash withdrawals at HSBC

ATMs worldwide. You can avail of free unlimited cash withdrawals and balance enquiry transactions at HSBC and non-HSBC Visa ATMs in India. Moreover, you can withdraw cash overseas at HSBC ATMs with no cash withdrawal charges (currency conversion charges as applicable). You can also use your card at merchants with Point of Sale (POS) terminals. The transaction limit for withdrawal and POS usage is `200,000 each per day per account

• International services such as emergency encashment assistance, global view and global transfer

• Avail HSBC Advance Visa Platinum Credit Card with 3 Times (3X) Rewards on online spends for the first 24 calendar months from the date of issuance of your credit card

• Wealth Management Services by a team of trained and accredited HSBC Advance Managers• 24x7 access to your HSBC Advance account through PhoneBanking, Personal Internet

Banking and Mobile Banking2. For detailed information on HSBC Advance, eligibility criteria, Service Charges as well as

applicable terms and conditions, please visit www.hsbcadvance.co.in3. HSBC will notify you of any changes in the terms and conditions of this product with prior notice

of one month.4. You can enjoy the host of benefits of this account if you (Eligibility Criteria from 1 October 2017):

• Maintain a quarterly Total Relationship Balance (TRB) of `500,000 (Rupees five lakhs only) in a combination of savings and current account balances, fixed deposits, holdings in demat account held with HSBC, investments and life insurance through HSBC India# OR

• Have a mortgage relationship of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India# OR

• Hold a corporate salary account under our HSBC’s Corporate Employee Programme (CEP) in India with a net monthly salary credit of ̀ 50,000 (Rupees fifty thousand only) or more into the account and any one of the criteria mentioned below within 12 months of HSBC Advance classification:##

Hold an active1 credit card with HSBC Have a Home Loan or Personal Loan with us, where the EMIs are being debited from

your Advance account2

Maintain a Total Relationship Balance (TRB) of `2,00,000#HSBC Advance customers need to fulfil either the HSBC Advance TRB or HSBC Advance mortgage criteria, failing which a quarterly Service Charge of 1% (plus applicable taxes**) of the shortfall of the TRB will be levied for the quarters in which the eligibility criteria is not met. A notification will be sent to customers in the month immediately following the end of the quarter, in case the account has had a shortfall. In the event the TRB is restored to the required level in the following quarter, there will be no charge. If there remains a shortfall, the Service Charge will be levied on the lower of the shortfalls in the two relevant quarters.##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking account after providing a notice period of 30 days.1Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).2This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.For details of HSBC Advance eligibility criteria, please visit www.hsbcadvance.co.in**Please note that basis Goods and Services Tax (GST) regulations and notified GST rates, Central GST and State/Union Territory GST or Inter-State GST, as applicable, would apply on our fees and charges with effect from 1 July 2017.

Key things you should know

Even life’s best surprises are worth being prepared for

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Fast access and control of your money whenever you need it, wherever you are

As an HSBC Advance customer, you can do your day-to-day banking anytime of the day or night. Enjoy higher cash withdrawal and transaction limits on your debit card upon usage at Visa ATMs worldwide. Overseas withdrawals at HSBC ATMs come with no cash withdrawal charges (currency conversion charges1 as applicable). You can avail of international funds transfer between your HSBC accounts with a single login view of your accounts held with HSBC India and overseas. Because if there’s a way we can help, we will.

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When you are travelling on

your own, it’s good to know that you are not

• Avail cash withdrawal at HSBC ATMs worldwide on your HSBC Advance Platinum Debit Card, with no cash withdrawal charges (currency conversion charges1 as applicable)

• You can also avail of free cash withdrawals and balance enquiry transactions at HSBC and non-HSBC Visa ATMs and use your card at Point of Sale (POS) terminals in India

• The transaction limits for withdrawal and POS is `200,0002 each per day per account• Additional security for POS transactions with Chip and PIN technology and for

online transactions through Verified by Visa (VbV) services • Global View3 and Global Transfers3 to link and manage all your HSBC overseas

accounts through a single login• Monthly composite statements that offer you a consolidated snapshot of your

deposits, credit cards, loans, demat accounts and the investments done through HSBC India

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A thousand miles away, but never apart

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Online and on your side

Whether it is a weekday or weekend, day or night, India or abroad, we help you readily access your money. Simply, login to your account through HSBC’s Personal Internet Banking or HSBC Mobile Banking and make secure transactions anytime, anywhere. You can also avail of our round-the-clock PhoneBanking support. To keep you updated on your banking transactions, we send you an SMS alert stating the details of transaction with account balance after every transaction, if you have registered for the same.

• Access your account anytime with Internet Banking and conduct multiple transactions like transferring money, paying bills and checking your account balances

• Check fixed deposit interest rates, pay your bills, transfer money within HSBC accounts or to accounts held with other banks, or locate HSBC ATMs with HSBC Mobile Banking

• While you enjoy 24x7 access to your bank account, the security device enhances the security of your online transactions

• Avail of 24x7 dedicated HSBC Advance PhoneBanking services

A thousand miles away, but never apart

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Financial expertise and support, tailored to your needs

No matter how good you are with your money, there may be times when you want a little advice or guidance. Our team of HSBC Advance Managers are more than happy to talk to you, be it in person or over the phone. So whether you are planning a move or just planning ahead for the future, we will support you however we can.

It’s tough to build a dream single - handed

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• Team of trained and accredited HSBC Advance Managers to help you manage your money • Wealth management solutions that include multiple investment4 and insurance5

products from our trusted partners• Goal Planner tool that offers you comprehensive financial analysis, risk profiling, tailored

wealth solutions and financial planning reports• Wealth Dashboard and Retail Investment System (RIS) that provide the convenience

to take informed financial decisions as you stay updated on the markets, and your investments through HSBC India

• While travelling abroad, get emergency cash6 of upto USD 10,000 and emergency card replacement within 3 days

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Enjoy discounts and personalised rewardsThere’s no such thing as a typical HSBC Advance customer, which is why we make the effort to understand your needs and how you like to bank. We will offer you localised offers and rewards that we think you will be interested in, as well as discounted rates that we are sure you will enjoy. Because if we want to help you reach your individual goals, we need to treat you like an individual.

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• Loyalty Programme7 earns you points on select banking transactions and debit card spends across more than 1,200 participating merchant partners

• Benefits on your HSBC Advance Platinum Credit Card8 include:

– 3x Reward points on online spends for the first 24 calendar months from the date of issuance of your credit card9 (on maximum spend of `400,000)

– Upto 15% discounts on spends at select restaurants and lounges in India

– Fuel surcharge waivers at all fuel pumps across India

– 2 Reward points for every `150 spent

Here’s to family, friends and life’s simple

pleasures

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As promised little sir, your private suite with a view

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Find a loan that suits you best

Whether it is for buying your dream home, planning your children’s education or even a wedding in the family, our Loan Calculators help you to explore the loan options, compare our mortgage products and also find ways to save on loan interest.

• Home Loans10 that help you to buy ready properties and select under construction properties approved by HSBC India

• Balance Transfer from other financiers coupled with top-up loans at attractive rates

• Loan Against Property10 (LAP) to raise funds against your residential property

• Personal Loans11 at attractive rates with easy documentation and quick processing. No collateral or guarantor required

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Eligibility criteria w.e.f. 1 October 2017

1. HSBC Advance Total Relationship Balance (TRB) criteria: Maintain a quarterly Total Relationship Balance (TRB) of `500,000 (Rupees five lakhs only) in a combination of savings and current account balances, fixed deposits, holdings in demat account held with HSBC, investments and life insurance through HSBC India.#

OR

2. HSBC Advance mortgage criteria: Have a mortgage relationship of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India.#

OR

3. Hold a corporate salary account under our HSBC’s Corporate Employee Programme (CEP) in India with a net monthly salary credit of `50,000 (Rupees fifty thousand only) or more into the account and any one of the criteria mentioned below within 12 months of HSBC Advance classification:##

• Hold an active1 credit card with HSBC• Have a Home Loan or Personal Loan with us, where the EMIs

are being debited from your Advance account2

• Maintain a Total Relationship Balance (TRB) of `2,00,000#HSBC Advance customers need to fulfil either the HSBC Advance TRB or HSBC Advance mortgage criteria, failing which a quarterly Service Charge of 1% (plus applicable taxes**) of the shortfall of the TRB will be levied for the quarters in which the eligibility criteria is not met. A notification will be sent to customers in the month immediately following the end of the quarter, in case the account has had a shortfall. In the event the TRB is restored to the required level in the following quarter, there will be no charge. If there remains a shortfall, the Service Charge will be levied on the lower of the shortfalls in the two relevant quarters.##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking account after providing a notice period of 30 days.1Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).2This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.For details of HSBC Advance eligibility criteria, please visit www.hsbcadvance.co.in

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Clubbing of relationshipsThe eligibility criteria for HSBC Advance needs to be maintained as per the combination and order of accountholders, and the Customer ID* of the accounts. For customers holding multiple accounts with HSBC and maintaining separate combination and/or order of holders, the eligibility criteria needs to be maintained separately. For example, if a customer holds two accounts in his single name, the balances of both accounts (provided they are linked under the same Customer ID*) will be considered for the calculation of TRB. However, if the same customer maintains one account in his sole name and another one in joint names, then the HSBC Advance eligibility criteria will need to be maintained separately in both sets of accounts. Similarly, if the customer is a primary accountholder in one account and the secondary accountholder in another account, with the same set of accountholders, the HSBC Advance eligibility criteria will need to be maintained separately under both sets of accounts.

*Please approach the nearest HSBC branch or call into HSBC PhoneBanking for more details on your Customer ID.

Calculation of HSBC Advance Total Relationship Balance (TRB) is based on the following:1. Average quarterly balance held in your HSBC Savings/Current

account(s).2. Average quarterly balance held in your Fixed Deposits.3. Investments4: Market value or net purchase value, whichever is higher

as on the last day of every calendar quarter.4. Life-to-date (total) paid-up life insurance5 premium for policies in force

as on the last day of every calendar quarter.5. Market value of demat holdings in the depository account held with

HSBC India as on the last day of every calendar quarter.

For HSBC Advance accounts under the HSBC Corporate Employee Programme The charges related to non-maintenance of required TRB in HSBC Advance will be waived subject to the customer being an employee of the corporate and the account receiving a net salary credit of greater than or equal to `50,000 (Rupees fifty thousand only) for three consecutive calendar months in the account.

**Please note that basis Goods and Services Tax (GST) regulations and notified GST rates, Central GST and State/Union Territory GST or Inter-State GST, as applicable, would apply on our fees and charges with effect from 1 July 2017.

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Account status change1. If no salary credit is received in the CEP account for more than

3 consecutive months, the account will be re-designated to Non-CEP HSBC Advance, and applicable HSBC Advance TRB will need to be maintained.

2. If the salary credit per month is lower than `50,000 for more than 3 months, the account will be reclassified into an HSBC Personal Banking account under CEP and the account features and benefits as offered to your organisation will be applicable.

3. If the requisite eligibility criteria is not met after 12 months of acquiring the HSBC Advance Account under HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking Account, providing customer a notice period of 30 days.

Note:

Eligibility criteria for your HSBC Advance account(s) under the Corporate Employee Program (CEP) from 01 October 2017:##

Hold a corporate salary account under our HSBC’s Corporate Employee Programme (CEP) in India with a net monthly salary credit of `50,000 (Rupees fifty thousand only) or more into the account and any one of the criteria mentioned below within 12 months of HSBC Advance classification:##

• Hold an active$ credit card with HSBC• Have a Home Loan or Personal Loan with us, where the EMIs are being

debited from your Advance account$$

• Maintain a Total Relationship Balance (TRB) of`2,00,000.##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking account after providing a notice period of 30 days.$Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).$$This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.

For details of HSBC Advance eligibility criteria, please visit www.hsbcadvance.co.in

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Waiver of Service Charges for accounts used for repayment of mortgages meeting the eligibility criteria

Mortgage applications logged in till 17 August 2014 as eligibility criteria for HSBC Advance

Balance based charges related to non-maintenance of TRB will be waived on the HSBC account which is linked to the mortgage disbursal of `1,500,000 (Rupees fifteen lakhs only) or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC. After the termination of the mortgage relationship, the TRB requirements of HSBC Advance will be applicable to the account.

Mortgage applications logged in from 18 August 2014 as eligibility criteria for HSBC Advance

Balance based charges related to non-maintenance of TRB will be waived on the HSBC account which is linked to the mortgage disbursal of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC. After the termination of the mortgage relationship, the TRB requirements of HSBC Advance will be applicable to the account.

HSBC currently offers investment products from third party entities registered and regulated in India. Mutual fund investments are subject to market risks. Please read, the Scheme Information Document (SID), Statement of Additional Information (SAI), Offer document, Key Information Memorandum (KIM) and addendums, as applicable, issued from time to time, carefully before investing.

Insurance is the subject matter of solicitation. HSBC India having its registered office at 52/60, M. G. Road, Fort, Mumbai - 400 001, is the Corporate Agent (Registration No.: CA0016) of Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (CHOICe) (Reg. no. 136) and Bharti AXA General Insurance Company (BAGI) (Reg. No. 139) HSBC India does not underwrite the risk or act as an insurer. Purchase of any insurance products by a bank’s customer is purely voluntary and is not linked to availment of any other facility from the Bank. The contract of insurance is between the insurer and the insured and not between the bank and the insured. For more details on risk factors, terms and condition please read the sales brochure carefully before concluding a sale.

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Important Information 1HSBC will charge a cross currency conversion markup of 3.5% (plus applicable taxes**) on all international transactions (ATM and Point of Sale) using the HSBC Advance Platinum Debit Card.

A transaction fee is applicable for balance enquiry transactions at HSBC ATMs outside India. A transaction fee is also applicable for withdrawals and balance enquiry transactions at non-HSBC ATMs outside India. All cash withdrawals overseas must be strictly in accordance with the Exchange Control Regulations of the Reserve Bank of India. The aggregate expenses (i.e. through cash/ traveller’s cheques/your bank accounts) should not exceed the limit set by RBI, as prevailing from time to time. For detailed account rules and Tariff Schedule of HSBC Advance, please visit www.hsbcadvance.co.in

2Local currency equivalent, if the card is defined for and is used internationally at Visa ATMs.

3Global View and Global Transfer – These services are available in selective countries only and will be rolled out to more countries in due course. For detailed terms and conditions and list of countries, visit www.hsbcadvance.co.in. In India, these services are subject to applicable restrictions under the Foreign Exchange Management Act, 1999.

Global Transfers − Subject to local regulation. Global Transfers from India using HSBC’s Internet Banking services are only permissible through Non-Resident External (NRE) accounts. All foreign currency transactions through HSBC India are subject to applicable taxes**.

4HSBC currently offers investment products from third party entities registered and regulated in India. Mutual fund investments are subject to market risks. Please read, the Scheme Information Document (SID), Statement of Additional Information (SAI), Offer document, Key Information Memorandum (KIM) and addendums, as applicable, issued from time to time, carefully before investing. HSBC does not distribute wealth management products to those persons who are either the residents or citizens of United States of America (USA), Canada, Australia or New Zealand or any other jurisdiction where such distribution, publication, reproduction, availability or use would be contrary to law or regulation.

5Insurance is the subject matter of solicitation. HSBC India having its registered office at 52/60, M. G. Road, Fort, Mumbai - 400 001, is the Corporate Agent (Registration No.: CA0016) of Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (CHOICe) (Reg. no. 136) and Bharti AXA General Insurance Company (BAGI) (Reg. No. 139).

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HSBC India does not underwrite the risk or act as an insurer. Purchase of any insurance products by a bank’s customer is purely voluntary and is not linked to availment of any other facility from the Bank. The contract of insurance is between the insurer and the insured and not between the bank and the insured. For more details on risk factors, terms and condition please read the sales brochure carefully before concluding a sale.

6Under emergency assistance offered by HSBC Advance, you may borrow a maximum of upto USD 10,000 upon application and deposits/accounts assessment by HSBC. Funds will only be provided in countries where HSBC is located and where you present adequate identification (such as your passport). Any funds made available by HSBC are provided subject to terms and conditions and is subject to legal and regulatory requirements. Terms and conditions apply. Emergency encashment service is subject to local laws and regulations.

7Loyalty Programme is subject to terms and conditions. Please visit ‘Personal Banking’ section on our website www.hsbc.co.in for details.

8Issuance of credit card is at the sole discretion of The Hongkong and Shanghai Banking Corporation Limited, India and is subject to terms and conditions and external and internal checks/verification.

9Subject to terms and conditions. Please visit www.hsbcadvance.co.in for details.

10All loans are subject to terms and conditions and are at the sole discretion of The Hongkong and Shanghai Banking Corporation Limited, India. The loan amount may vary subject to conditions and internal credit policy of HSBC. Currently Home Loan is available to applicants and for properties in and around the city limits of (sourcing cities) Ahmedabad, Bengaluru, Chandigarh, Chennai, Hyderabad, Jaipur, Mumbai, New Delhi (NCR) and Pune; and the same are subject to change from time to time. The loan amount may vary subject to conditions and other internal credit policy of HSBC. Terms and conditions apply. Please visit ‘Home Loans’ and ‘Loans Against Property’ sections on our website www.hsbc.co.in for detailed terms and conditions.

11All loans are at the sole discretion of The Hongkong and Shanghai Banking Corporation Limited, India. Personal Loans are available in the cities of Ahmedabad, Bengaluru, Chandigarh, Chennai, Cochin, Delhi, Hyderabad, Jaipur, Kolkata, Mumbai and Pune only and the same are subject to change from time to time. Terms and conditions apply. Please visit ‘Personal Loans’ section on our website www.hsbc.co.in for detailed terms and conditions.

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HSBC Advance FAQs

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Some Frequently Asked Questions about HSBC AdvanceWhat is the eligibility criteria for HSBC Advance in India? To avail of HSBC Advance in India you need to (Eligibility Criteria from 1 October 2017):

1. Maintain a quarterly Total Relationship Balance (TRB) of `500,000 (Rupees five lakhs only) in a combination of savings and current account balances, fixed deposits, holdings in demat account held with HSBC, investments1 and life insurance through HSBC India# or

2. Have a mortgage relationship of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India# or

3. Hold a corporate salary account under our HSBC’s Corporate Employee Programme (CEP) in India with a net monthly salary credit of `50,000 (Rupees fifty thousand only) or more into the account and any one of the criteria mentioned below within 12 months of HSBC Advance classification##

• Hold an active1 credit card with HSBC

• Have a Home Loan or Personal Loan with us, where the EMIs are being debited from your Advance account2

• Maintain a Total Relationship Balance (TRB) of `2,00,000

Is there a charge for non-maintenance of required balance?Yes, if the eligibility criteria is not met for HSBC Advance in India, a quarterly Service Charge of 1% (plus applicable taxes**) of the shortfall of the TRB will be levied for the quarters in which the eligibility criteria is not met.#HSBC Advance customers need to fulfil either the HSBC Advance TRB or HSBC Advance mortgage criteria, failing which a quarterly Service Charge of 1% (plus applicable taxes3) of the shortfall of the TRB will be levied for the quarters in which the eligibility criteria is not met. A notification will be sent to customers in the month immediately following the end of the quarter, in case the account has had a shortfall. In the event the TRB is restored to the required level in the following quarter, there will be no charge. If there remains a shortfall, the Service Charge will be levied on the lower of the shortfalls in the two relevant quarters.##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking account after providing a notice period of 30 days.¹Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).²This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.For details of HSBC Advance eligibility criteria, please visit www.hsbcadvance.co.in **Please note that basis Goods and Services Tax (GST) regulations and notified GST rates, Central GST and State/Union Territory GST or Inter-State GST, as applicable, would apply on our fees and charges with effect from 1 July 2017.

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What is the rate of interest that I can earn on an HSBC Advance Savings account?Currently, you can earn interest at 3.5 % p.a. on your savings account balance. With effect from 1 April 2010, interest on the savings bank accounts will be calculated on daily product basis. The interest will be credited to your account on a quarterly basis as per RBI Master Direction on Interest on Deposits dated 3 March 2016, with effect from 1 July 2016. Customers are obligated to repay the principal and interest on their overdraft accounts which the bank may grant them from time to time.

Can I access the account when I am out-of-town/travelling in India?Yes, you can check both the balances in the account as well as the transaction history at any HSBC branch/ATM. You can also apply for HSBC Internet Banking, HSBC Mobile Banking or avail of HSBC PhoneBanking facilities, for access to your account and other services anytime, anywhere, 24 hours a day, 7 days a week.

Can I withdraw cash in a city where I do not have a savings/current account?It is possible to withdraw cash using the debit card at any HSBC or non-HSBC Visa ATM in India or overseas, subject to a daily transaction limit of `200,000. HSBC India will charge a cross currency conversion markup of 3.5% (plus applicable taxes**) on all international transactions (ATM and Point of Sale) using the HSBC Advance Platinum Debit Card.

A transaction fee is applicable for balance enquiry transactions at HSBC ATMs outside India. A transaction fee is also applicable for withdrawals and balance enquiry transactions at non-HSBC ATMs outside India.

How is the Total Relationship Balance (TRB) on HSBC Advance in India calculated?Calculation of HSBC Advance Total Relationship Balance (TRB) is based on the following:

1. Average quarterly balance held in your savings/current account(s).2. Average quarterly balance held in your fixed deposits.3. Investments1 - market value or net purchase value, whichever is higher as on the last

day of every calendar quarter.4. Life-to-date (total) paid-up life insurance2 premium for policies in force as on the last

day of every calendar quarter.5. Market value of demat holdings in the depository account held with HSBC India as on

the last day of every calendar quarter.Are my balances across all accounts with HSBC considered in calculating the TRB for my savings/current account?The eligibility criteria for HSBC Advance needs to be maintained as per the combination and order of accountholders and the Customer ID* of the accounts. For customers holding multiple accounts with HSBC India and maintaining separate combination and/or order of holders, the eligibility criteria needs to be maintained separately. For example, if a customer holds two accounts in his single name, the balances of both accounts (provided they are linked under the same Customer ID*) will be considered for the calculation of TRB. However, if the same customer maintains one account in his sole name and another one in joint names, then the HSBC Advance eligibility criteria will need to be maintained separately in both sets of accounts. Similarly, if the customer is a primary accountholder in one account and the secondary accountholder in another account, with the same set of accountholders, the HSBC Advance eligibility criteria will need to be maintained separately under both sets of accounts.


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If I am under HSBC’s Corporate Employee Programme, do I need to maintain the applicable TRB of HSBC Advance?The charges related to non-maintenance of required TRB in HSBC Advance will be waived subject to you being an employee of the corporate under HSBC’s Corporate Employee Programme and the account receiving a net salary credit of greater than or equal to `50,000 for three consecutive calendar months.

In case the requirement is not met, your account shall get redesignated as an HSBC account, wherein you will be required to meet the prevailing eligibility criteria.

From 1 October 2017, HSBC Advance customers under CEP need to meet any one of the following criteria within 12 months of HSBC Advance classification:##

• Hold an active1 credit card with HSBC OR

• Have a Home Loan or Personal Loan with us, where the EMIs are being debited from the Advance account2 OR

• Maintain a Total Relationship Balance (TRB) of `2,00,000. ##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP personal Banking account after providing a notice period of 30 days.1Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).2This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.

If I hold a mortgage relationship with HSBC, do I need to maintain the applicable TRB of HSBC Advance?Mortgage applications logged in till 17 August 2014 as eligibility criteria for HSBC Advance Balance based charges related to non-maintenance of TRB will be waived for the HSBC account which is linked to the mortgage disbursal of `1,500,000 or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC India. Pursuant to the termination of the mortgage relationship, the TRB requirements of HSBC Advance will apply as per the applicable rules of HSBC India.

Mortgage applications logged in from 18 August 2014 as eligibility criteria for HSBC Advance Balance based charges related to non-maintenance of TRB will be waived for the HSBC account which is linked to the mortgage disbursal of `3,000,000 or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC India. Pursuant to the termination of the mortgage relationship, the TRB requirements of HSBC Advance will apply as per the applicable rules of HSBC India.1HSBC India currently offers investment products from third party entities registered and regulated in India. Mutual fund investments are subject to market risks. Please read, the Scheme Information Document (SID), Statement of Additional Information (SAI), Offer document, Key Information Memorandum (KIM) and addendums, as applicable, issued from time to time, carefully before investing. HSBC India does not distribute wealth management products to those persons who are either the residents or citizens of United States of America (USA), Canada, Australia or New Zealand.

Wealth management services are offered to HSBC Premier and HSBC Advance customers only.2Insurance is the subject matter of solicitation. HSBC India having its registered office at 52/60, M. G. Road, Fort, Mumbai - 400 001, is the Corporate Agent (Registration No.: CA0016) of Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (CHOICe) (Reg. no. 136) and Bharti AXA General Insurance Company (BAGI) (Reg. No. 139). HSBC India does not underwrite the risk or act as an insurer. Purchase of any insurance products by a bank’s customer is purely voluntary and is not linked to availment of any other facility from the Bank. The contract of insurance is between the insurer and the insured and not between the bank and the insured. For more details on risk factors, terms and condition please read the sales brochure carefully before concluding a sale.

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HSBC Advance Tariff Schedule

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HSBC Advance Tariff Schedule

Applicable to Resident and Non-Resident Customers

Eligibility criteria from 1 October 20171. HSBC Advance Total Relationship Balance (TRB) criteria: Maintain a quarterly Total

Relationship Balance (TRB) of ̀ 500,000 (Rupees five lakhs only) in a combination of savings and current account balances, fixed deposits, holdings in demat account held with HSBC, investments and life insurance through HSBC India.# OR

2. HSBC Advance mortgage criteria: Have a mortgage relationship of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India.# OR

3. Hold a corporate salary account under our HSBC’s Corporate Employee Programme (CEP) in India with a net monthly salary credit of `50,000 (Rupees fifty thousand only) or more into the account and any one of the criteria mentioned below within 12 months of HSBC Advance classification:##

• Hold an active1 credit card with HSBC• Have a Home Loan or Personal Loan with us, where the EMIs are being

debited from your Advance account2

• Maintain a Total Relationship Balance (TRB) of `2,00,000#HSBC Advance customers need to fulfil either the HSBC Advance TRB or HSBC Advance mortgage criteria, failing which a quarterly Service Charge of 1% (plus applicable taxes**) of the shortfall of the TRB will be levied for the quarters in which the eligibility criteria is not met. A notification will be sent to customers in the month immediately following the end of the quarter, in case the account has had a shortfall. In the event the TRB is restored to the required level in the following quarter, there will be no charge. If there remains a shortfall, the Service Charge will be levied on the lower of the shortfalls in the two relevant quarters.##If this eligibility criteria is not met within 12 months of moving to Advance under the HSBC Corporate Employee Programme, the account will be reclassified to an HSBC CEP Personal Banking account after providing a notice period of 30 days.1Active credit card denotes customer initiated transactions in 90 days preceding the assessment date (the first assessment date being 30 September 2018).2This criteria will be valid for the life of the Mortgage or Personal Loan relationship with HSBC India. Pursuant to the termination of the mortgage or personal loan relationship, the TRB or the active credit card requirement of HSBC Advance under CEP will apply as per the applicable rules of HSBC India.For details of HSBC Advance eligibility criteria, please visit www.hsbcadvance.co.in**Please note that basis Goods and Services Tax (GST) regulations and notified GST rates, Central GST and State/Union Territory GST or Inter-State GST, as applicable, would apply on our fees and charges with effect from 1 July 2017.

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Calculation of HSBC Advance Total Relationship Balance (TRB) is based on the following:1. Average quarterly balance held in your HSBC Savings/Current account(s).2. Average quarterly balance held in your Fixed Deposits.3. Investments1 – Market value or net purchase value, whichever is higher as on the last

day of every calendar quarter.4. Life-to-date (total) paid-up life insurance2 premium for policies in force as on the last

day of every calendar quarter.5. Market value of demat holdings in the depository account held with HSBC India as on

the last day of every calendar quarter.1HSBC currently offers investment products from third party entities registered and regulated in India. Mutual fund investments are subject to market risks. Please read, the Scheme Information Document (SID), Statement of Additional Information (SAI), Offer document, Key Information Memorandum (KIM) and addendums, as applicable, issued from time to time, carefully before investing. HSBC does not distribute wealth management products to those persons who are either the residents or citizens of United States of America (USA), Canada, Australia or New Zealand or any other jurisdiction where such distribution, publication, reproduction, availability or use would be contrary to law or regulation. 2Insurance is the subject matter of solicitation. HSBC India having its registered office at 52/60, M. G. Road, Fort, Mumbai - 400 001, is the Corporate Agent (Registration No.: CA0016) of Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (CHOICe) (Reg. no. 136) and Bharti AXA General Insurance Company (BAGI) (Reg. No. 139). HSBC India does not underwrite the risk or act as an insurer. Purchase of any insurance products by a bank’s customer is purely voluntary and is not linked to availment of any other facility from the Bank. The contract of insurance is between the insurer and the insured and not between the bank and the insured. For more details on risk factors, terms and condition please read the sales brochure carefully before concluding a sale.

Clubbing of relationshipsThe eligibility criteria for HSBC Advance needs to be maintained as per the combination and order of accountholders, and the Customer ID* of the accounts. For customers holding multiple accounts with HSBC and maintaining separate combination and/or order of holders, the eligibility criteria needs to be maintained separately. For example, if a customer holds two accounts in his single name, the balances of both accounts (provided they are linked under the same Customer ID*) will be considered for the calculation of TRB. However, if the same customer maintains one account in his sole name and another one in joint names, then the HSBC Advance eligibility criteria will need to be maintained separately in both sets of accounts. Similarly, if the customer is a primary accountholder in one account and the secondary accountholder in another account, with the same set of accountholders, the HSBC Advance eligibility criteria will need to be maintained separately under both sets of accounts.


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Waiver of Service Charges for accounts used for repayment of mortgages meeting the eligibility criteriaMortgage applications logged in till 17 August 2014 as eligibility criteria for HSBC AdvanceBalance based charges related to non-maintenance of TRB will be waived on the HSBC account which is linked to the mortgage disbursal of `1,500,000 (Rupees fifteen lakhs only) or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC. After the termination of the mortgage relationship, the TRB requirements of HSBC Advance will be applicable to the account.

Mortgage applications logged in from 18 August 2014 as eligibility criteria for HSBC AdvanceBalance based charges related to non-maintenance of TRB will be waived on the HSBC account which is linked to the mortgage disbursal of `3,000,000 (Rupees thirty lakhs only) or more with HSBC India. This waiver will be valid for the life of the mortgage relationship with HSBC. After the termination of the mortgage relationship, the TRB requirements of HSBC Advance will be applicable to the account.

HSBC currently offers investment products from third party entities registered and regulated in India. Mutual fund investments are subject to market risks. Please read, the Scheme Information Document (SID), Statement of Additional Information (SAI), Offer document, Key Information Memorandum (KIM) and addendums, as applicable, issued from time to time, carefully before investing.

Insurance is the subject matter of solicitation. HSBC India having its registered office at 52/60, M. G. Road, Fort, Mumbai - 400 001, is the Corporate Agent (Registration No.: CA0016) of Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (CHOICe) (IRDA Regn. No. 136) and Bharti AXA General Insurance Company (BAGI) (IRDA Regn. No. 139). HSBC India does not underwrite the risk or act as an insurer. For more details on risk factors, terms and conditions, please read the sales brochure carefully, before concluding a sale. Purchase of any insurance products by a Bank’s customer is purely voluntary and is not linked to availment of any other facility from the Bank. For more details on risk factors, terms and conditions, please read the sales brochure carefully before concluding a sale.The charges mentioned below are subject to change. HSBC India shall provide a prior notice of one month, in case of any changes to the Tariff Schedule.

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HSBC Advance Account

HSBC Advance Account (Senior Citizens)

Account statements

Issue of passbook or statement No charges applicable

Issue of duplicate statement `100 per statement cycle (Monthly Composite Statement)

Issue of duplicate passbook `100

Issue of duplicate TDS certificate

No charges applicable

Cheque book

Re-order of cheque book No charges applicable

Re-order of cheque book – Urgently issued at branch


Urgent cheque leaf issued over the counter


Local currency cheque collections and payments

In-house cheque/cheque based transfer within accounts of HSBC India


Stop payment on cheque No charges applicable

Electronic Clearing Service (ECS) return (per instrument)

`350

Cheque return - Outward and inward for insufficient funds and technical reasons (per instrument)Charges will be levied each month for the previous month’s transaction

`275 `140

Miscellaneous services

Issuance of balance confirmation certificate


Interest and cheque issuance certificate


Photo and address attestation No charges applicable

Signature verification No charges applicable

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Security device

First time issuance for security device for Internet Banking


Replacement of security device for Internet Banking


Urgent security device replacement at branches


Account maintenance

Conversion from joint account to sole account or sole account to joint account


Account closure No charges applicable

Maintenance of account not operated for more than 2 years


Collection of deliverables at branch


Access to direct channels

Internet Banking and PhoneBanking facility


Re-issue of PhoneBanking/Internet Banking user ID and password


Standing instructions

Transfers between HSBC India accounts in India

`50 per instruction set-up

Transfers between non-HSBC India accounts in India

`100 per instruction set-up

Standing instruction amendment

`25 per instruction amendment

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RTGS/NEFT transfersCharges applicable to outward NEFT transactions conducted through Internet Banking will be levied each month for the previous month’s transactions. Subject to Internet Banking limits as designated on customer’s HSBC account. On registering for Internet Banking service, the customer will be provided with third party pre-designated and non-designated limits. Pre-designated limits and non-designated limits can be set upto `1,500,000 (Rupees fifteen lakhs only) per customer per day. Customers will have the option to increase/reduce limits as per the maximum limits provided by HSBC by using the Internet Banking facility. Customers are requested to visit the nearest HSBC India branch for executing outward RTGS/NEFT transactions above `1,500,000 (Rupees fifteen lakhs only).

Outward RTGS transfers

`200,000 upto `500,000 `25 per transaction

`500,000 and above `50 per transaction

Outward NEFT transfers

Upto `10,000 `2.5 per transaction

`10,001 to `100,000 `5 per transaction

Above `100,000 to `200,000 `15 per transaction

Above `200,000 `25 per transaction

Outward Global transfers

Outward Global Transfer from NRE account only

`310 (plus applicable taxes**)

Demand Draft/Cashier’s order issuance

Demand draft/Cashier’s order payable at HSBC/non-HSBC branch locations

0.1% of the value of demand draft/cashier’s order subject to a minimum of `100 and a maximum of `750

Demand draft cancellation for payable at HSBC/non-HSBC branch locations


Demand draft duplicate issuance for both payable at our branches and non-branch locations


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Foreign currency cheque collections and payments

Foreign currency cheque return and cancellation (per instrument)

`200 plus cover charges as levied by correspondent banks

Foreign currency cheque clearance

0.56% of the value of the cheque or `337 whichever is higher

Issuing a cheque in a country/location where HSBC India has branches


Issuing a cheque in a country/location where HSBC India has no branches


Foreign currency cheques sent for collection outside India

1% of Rupee value plus applicable taxes**

Telegraphic Transfers (TT) and foreign currency demand drafts

Local telegraphic transfers 0.3% of value (Minimum `100, Maximum `1,500) plus cable charge of `100

Foreign currency telegraphic transfers (other than FCNR(B) accounts)

0.3% of value (Minimum `100, Maximum `1,500) plus cable charge of `200 for same currency Telegraphic Transfers

Foreign currency demand drafts (other than FCNR(B) accounts)

0.3% of value (Minimum `100, Maximum `1,500) additional `250 for cross currency drafts

Issue of duplicate instrument `300 plus `1,000 as cover charges for correspondent banks

Demand draft cancellation `200 plus cover charges for correspondent banks

Telegraphic transfer - Inward processing fee (including FIRC charges)

`300; No charges applicable for Non-Resident HSBC Advance customers


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Amount of currency exchanged

Value of Supply

Upto `100,000 1% of gross amount exchanged, subject to minimum amount of `250

From `100,001 to `1,000,000 `1,000 plus 0.5% of gross amount exchanged

Above `1,000,000 `5,500 plus 0.1% of gross amount exchanged, subject to maximum of `60,000

SmartMoney Account facility (Minimum fixed deposit of `25,000)

Overdraft interest rate Interest on amount overdrawn will be charged at the rate of 2% over the weighted average of the interest rates applicable to the linked fixed deposits, subject to a maximum of HSBC’s Prime Lending Rate as may be declared by HSBC from time to time

SmartMoney International account (Minimum fixed deposit as specified for the available foreign/local currency deposit)

Overdraft interest rate 2% over the weighted average of the interest rates applicable to the linked NRE/NRO fixed deposits

OR

At HSBC’s Prime Lending Rates as may be declared by HSBC from time to time for overdraft against FCNR(B) deposits

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Safe deposit lockers

A/Y. (11.75 x 15.88 x 46.99) `3,300

B/Z. (15.56 x 19.69 x 46.99) `4,200

C. (11.75 x 34.29 x 46.99) `4,700

D. (18.42 x 24.77 x 46.99) `7,000

E. (15.56 x 41.28 x 46.99) `7,700

F. (26.67 x 34.29 x 46.99) `19,000

G. (18.42 x 52.39 x 46.99) `19,000

H. (31.12 x 41.28 x 46.99) `24,500

K. (40.00 x 52.39 x 46.99) `31,500

Charge for loss of key `1,000

Change in locker holders name/nomination

`100

Blocking lockers as a result of an attachment by Income Tax authorities

`500

Fixed deposit

Interest penalty on premature withdrawals (including if deposit re-booked with the Bank)

1.00%*

*HSBC India, on request from a depositor, would allow withdrawal of a fixed deposit before completion of the period of the deposit agreed upon at the time of placement of the deposit subject to penalty on premature withdrawal of fixed deposit as may be applicable. With effect from 1 October 2013, Fixed Deposits will attract a penal rate of 1% on premature withdrawal for any value of fixed deposit irrespective of the date of placement.

The interest paid will be lower by the Penal Rate (as may be applicable to the value and date of placement of the fixed deposit as defined in the above table) than the rate prevailing on the date of placement of the deposit for the period for which the deposit remained with HSBC India or the contractual rate, whichever is lower. No interest will be paid on premature withdrawals of deposit which has remained with HSBC India for less than the minimum period for which deposits were being accepted for the said currency and deposit type, as on the date of placement of deposit.

38



HSBC Advance Platinum Debit Card

Annual fee (First year) No charges applicable

Annual fee (Second year onwards)

`300 per card issuance

Cash withdrawal and balance enquiry at HSBC ATMs in India


Cash withdrawal at other banks’ ATMs in India


Balance enquiry at other banks’ ATMs in India


Other banks’ ATM cash withdrawals/balance enquiries (outside India)

Cash withdrawal charges - `120 per withdrawal

Balance enquiry charges - `15 per enquiry

HSBC Group ATM transactions (outside India)

No cash withdrawal charges applicable (A cross currency conversion markup of 3.5% of transaction value is applicable ) Balance enquiry charges - `15 per enquiry

Charge slip retrieval/charge back processing fee

`225 per retrieval

Duplicate PIN issue for ATM and debit cards


Transactions declined due to insufficient funds at ATM

`25 per transaction No charges applicable

International Point of Sale (POS) transactions

A cross currency conversion markup of 3.5% of transaction value is applicable

Per transaction limit for cash withdrawal at other banks’ ATMs in India

`10,000

ATM cash withdrawal limit (per day)

`200,000

Purchase transaction limit (per day)

`200,000

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Transfer limits (to accounts linked to or not linked to card) (per day)

`100,000

Usage of the debit card is governed by applicable terms and conditions and Exchange Control Regulations issued and amended by Reserve Bank of India from time to time and the provisions under the Foreign Exchange Management Act (FEMA), 1999. Please visit www.hsbc.co.in for detailed terms and conditions.

Kindly note that a Cardholder resident in India is notified that collecting and effecting/remitting payments directly/indirectly outside India in any form towards overseas foreign exchange trading through electronic/internet trading portals is prohibited and a Cardholder making such transactions would make himself/herself/themselves liable to be proceeded against with for contravention of the Foreign Exchange Management Act (FEMA), 1999 besides being liable for violation of regulations relating to Know Your Customer (KYC) norms/Anti Money Laundering (AML) standards.

40



HSBC Advance Platinum Credit Card

Standard joining fees Nil

Standard annual fees for the first year

Nil

Annual fees from second year onwards

Nil

Standard annual fees for additional (add-on) cards

Nil

Free credit period Upto 52 days

Finance charges on extended credit and cash advances

3.3% per month (39.6% p.a.) computed from the date of transaction

Minimum Payment Due (MPD) on extended credit usage

5% of the total payment due of the statement plus greater of past due or overlimit due (if any), subject to a minimum of `100. Interest will be charged on the extended credit as per terms and conditions

Duplicate statements (older than 3 months)

`100 per statement

Charge in case of cheque return, Standing Instruction dishonoured or unsuccessful payment through ECS

`350 per cheque return

Cash advance limit (against credit card account)

As communicated to you in your monthly card statement

Transaction fee for cash advances against your credit card account at branches and ATMs

2.5% of transaction amount (subject to a minimum of `300)*

Transaction fee for cash withdrawal against your bank account at ATMs overseas

`100 per cash withdrawal plus cross currency conversion markup of 3.5% of transaction value

Transaction fee for cash withdrawal against your bank account at non-HSBC ATMs in India

Nil

41



HSBC Advance Platinum Credit Card



Overlimit fee `500 per month

Late payment fee (charged if minimum amount due does not reach HSBC India by payment due date)

50% of minimum payment due (subject to a minimum of `400 and a maximum of `750 per month)

Charge slip retrieval/charge back processing fees

`225 per retrieval

Outstation cheque processing/collection charge

`50 per instrument (upto `10,000)

`100 per instrument (between `10,000 and `100,000)

`150 per instrument (greater than `100,000)

Credit card replacement fee (within and outside India)

`100 per card

Balance enquiry on the credit card at other banks’ ATMs

Nil

Collection payment pickup fee (Payment pickup by HSBC India for payment overdue)

`100 per pick up

Cash payment charge (HSBC India Credit Cards bill payments made in cash at HSBC India branches and dropboxes)

`100 per payment transaction

Copy of Credit Information Report (CIR)

`50 (w.e.f. 14 December 2009) per report

Handling charges for redemption of rewards

`50 per redemption (w.e.f. 1 April 2012)

42

*Finance charge per month at the prevailing rate will also be applicable.

Note on credit card:Issuance of credit card is at the sole discretion of HSBC India. No refund of annual fee will be available, if the credit card is terminated. Tariff structure is subject to change from time to time at the sole discretion of HSBC India. The Bank will notify you of any changes in the terms and conditions of this product with prior notice of one month. Please be advised that applicable indirect taxes including (plus applicable taxes**) would be recovered on all our fees and charges and any other amount liable to tax under prevailing indirect tax laws.

The credit limit and cash withdrawal limit (40% of credit limit or as decided by HSBC India from time to time) are communicated to you in your monthly card statement. The available credit limit is provided as part of the monthly card statement.

The Bank reserves its right to reduce the credit limit without any prior notice or intimation.

Usage of the credit card shall be deemed as acceptance of the credit limits granted from time to time.

Usage of the credit card is governed by applicable terms and conditions and Exchange Control Regulations issued and amended by Reserve Bank of India from time to time and the provisions under the Foreign Exchange Management Act (FEMA), 1999. Please visit www.hsbc.co.in for detailed terms and conditions.

Kindly note that a Cardholder resident in India is notified that collecting and effecting/remitting payments directly/indirectly outside India in any form towards overseas foreign exchange trading through electronic/internet trading portals is prohibited and a Cardholder making such transactions would make himself/herself/themselves liable to be proceeded against with for contravention of the Foreign Exchange Management Act (FEMA), 1999 besides being liable for violation of regulations relating to Know Your Customer (KYC) norms/Anti Money Laundering (AML) standards.

43

Payment hierarchy

Effective from 5 August 2013, there is a change in the Payment hierarchy.

Payment made to the Cardholder’s account will first be settled in the order of minimum payment due, first by the following ‘plans’ i.e. EMI, cash advances, purchase outstanding and balance transfer in descending order of interest rates, and within a given ‘plan’. The payment will be allocated in a predefined order of:

1. Service Charges*

2. Interest/finance charges

3. Late payment fee

4. Annual fee

5. Overlimit fee

6. Instalment handling fee

7. Instalment processing fee

8. Return cheque charges

9. Insurance premium

10. Principal**

The excess payment (if any) over and above minimum payment due will be allocated in same hierarchy as defined above. In addition, the allocation of payment will be such that the transaction/fees billed after your last statement but not yet paid, will get paid off, before any charges/fees incurred after your last statement date and are yet to be reflected on your statement.

*Service Charges include the following: Cash advance fee, card replacement fee, statement reprint fee, balance transfer processing fee, Standing Instruction (SI) failed fee plus applicable taxes**.

**Principal – Includes purchase amount, balance transfer principal amount and cash withdrawn on the credit card.

List of abbreviations:

1. NEFT: National Electronic Funds Transfer

4. NRE: Non-Resident External

2. RTGS: Real Time Gross Settlement 5. FCNR(B): Foreign Currency Non-Resident Accounts Banks

3. NRO: Non-Resident Ordinary

44

HSBC India Advance Account Terms and Conditions

45

The Customer agrees to be bound by the following terms and conditions:1 Your use of Accounts and Services; your

Instructions

1.1 If you wish to use any services or open any accounts, you have to give us instruction and complete such forms and procedures (including supplying us with such information and documents) as we may specify from time to time. We have the right to set or vary from time to time the cut-off time on a business day for receiving instructions. We have no obligation to process any instruction received after the cut-off time on the same day.

1.2 We may act on an instruction at our discretion if we believe in good faith that it is given or authorised by you without being liable in any circumstance and you will be bound by that instruction even if it is incorrect, false or unclear or if it was not given or authorised by you.

1.3 You are required to comply with all applicable regulations in using the services and accounts or conducting transactions or activities under these terms and conditions.

HSBC India Advance Account Terms and Conditions

46

2 Services

2.1 You may, subject to such procedures (including ‘Know Your Customer’ or KYC procedures, which shall entail identification of the customer and verifying his/her/its identity by using reliable, independent source documents, data or information) as we may specify from time to time, utilise any one or more of the services or open any one or more accounts at anytime by issuing an instruction in such form as may be acceptable to us.

2.2 (a) Unless otherwise specified by us, all services are provided by The Hongkong and Shanghai Banking Corporation Limited in India. Similarly, unless otherwise specified, all accounts, whether savings, current or time deposits or any other accounts whatsoever, whether offered to residents or non-residents, whether offered in INR or foreign currency, are with us and are payable only at the branch where such deposits are made. Where any services are to be provided by or maintained with any third party, you may be required to accept specific terms and conditions and the provisions of any mandate(s) applicable thereto as required by the third party.

(b) We have the right to cancel, withdraw, suspend, vary, change, add to, supplement or otherwise these terms and conditions (including fees and charges) and any other terms and conditions governing any services, features, tiers, from time to time by giving an advance notice of 30 days and/or intimation to you by way of display at our premises or in any manner we consider appropriate. You will be bound by a variation if we do not receive notice from you to close the account with effect before the date on which that variation takes effect.

2.3 We reserve the right to reject any application for any service without assigning any reason whatsoever.

2.4 The Bank and other members of the HSBC Group are required to and may take any action to meet Compliance Obligations relating to or in connection with the detection, investigation and prevention of Financial Crime (‘Financial Crime Risk Management Activity’) and act in accordance with the laws, regulations and requests of public and regulatory authorities operating in various jurisdictions which relate to Financial Crime. The Bank may take, and may instruct (or be instructed by) any other member of the HSBC Group to take, any action which it or such other member, in its sole and absolute discretion, considers appropriate to take in accordance with all such laws, regulations and requests. Such action may include but is not limited to:

(a) screening, intercepting and investigating any instruction, communication, drawdown request, application for services, or any payment sent to or by you, or on your behalf,

(b) investigating the source of or intended recipient of funds,

47

(c) combining Customer Information with other related information in the possession of the HSBC Group, and/or,

(d) making further enquiries as to the status of a person or entity, whether they are subject to a sanctions regime, or confirming your identity and status,

(e) share information on a confidential basis with such HSBC Group offices whether located in India or overseas in relation to prevention of Financial Crime.

Exceptionally, our Financial Crime Risk Management Activity may lead to us delaying, blocking or refusing the making or clearing of any payment, the processing of your instructions or application for services or the provision of all or part of the services. To the extent permissible by law, neither we nor any other member of HSBC Group shall be liable to you or any third party in respect of any loss (whether direct or consequential and including, without limitation, loss of profit or interest, however it arose) that was suffered or incurred by you or a third party, caused in whole or in part in connection with the undertaking of Financial Crime Risk Management Activity.

In certain circumstances, the action which the Bank may take may prevent or cause a delay in the processing of certain information. Therefore, neither the Bank nor any member of the HSBC Group warrants that any information on the Bank’s systems relating to any payment messages or other information and communications which are the subject of any action taken pursuant to this clause is accurate, current or up-to-date at the time it is accessed, whilst such action is being taken.

For the purpose of the present clause:

‘Compliance Obligations’ means obligations of the HSBC Group to comply with:

(a) laws or international guidance and internal policies or procedures,

(b) any demand or request from authorities or reporting, disclosure or other obligations under laws, and

(c) laws requiring us to verify the identity of our customers.

‘Financial Crime’ includes money laundering, terrorist financing, bribery, corruption, tax evasion, fraud, evasion of economic or trade sanctions, and/or any acts or attempts to circumvent or violate any laws relating to these matters.

2.5 We have the right to cancel, withdraw, suspend, vary, change, add to, supplement or otherwise these terms and conditions (including fees and charges) and any other terms and conditions governing any services, features, tiers, from time to time by notice or intimation to you by way of display at our premises or in any manner we consider appropriate. You will be bound by a variation if we do not receive notice from you to close the account with effect before the date on which that variation takes effect.

48

2.6 For certain services such as wealth management services, loans etc., we may have other terms and conditions which will be as specified upon you opting for such services and such terms and conditions shall be in addition to and not in derogation to these terms and conditions, in the event of any conflict between these terms and conditions and those provided with the specified services, the terms and conditions of the specified services shall prevail. In addition to the applicable terms and conditions, all services are governed by the guidelines of the RBI or any industry standards adopted by us as well as Banking practices prevalent in India. The products or services mentioned herein are not available to any person, if the same is not allowed in certain jurisdiction or requires any regulatory approvals for making available such products or services in the given jurisdiction. You should ensure that by availing of any products or services through HSBC India you are not in contravention of any applicable laws or regulations governing such recipient and shall further ensure compliance with the laws and regulations governing such recipient in the applicable jurisdiction as a condition precedent.

3 Bank-Customer Relationship

3.1 In respect of a deposit placed by you with us, we are the debtor and you are the creditor. In respect of an item held by us for you in safe custody, we are the bailor and you are the bailee. Other types of relationship may arise between us depending on the services provided.

3.2 You confirm that you are acting as principal in relation to the services and the account(s).

3.3 Customer Identification Number. We allocate a unique customer number to each customer called as Customer ID (identification) number and you are requested to quote this number for every additional account opened with any of our branches.

4 Tier

4.1 We may from time to time designate one or more tier(s) with different features, which may include enhanced services, preferential terms, and/or special promotions on other accounts. We may allocate (but without any obligations to do so) a tier to you holding an account either at your request or at our sole discretion. Where we allocate a tier to you, we may at anytime and from time to time vary or entirely withdraw the tier, again, either at your request or at our sole discretion. The allocation or withdrawal of a tier to or from you or the variation of a tier so allocated, whether at your request or at our sole discretion, will be made by reference to pre-designated criteria, subject always to the final decision of the Bank. These criteria may include, without limitation, the value of assets deposited by you with us and/or the amount of credit facilities granted by us to you from time to time and are subject to changes at the Bank’s decision. The most updated criteria and other details concerning the tiers are available from us upon request.

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4.2 We have the right to introduce new tiers, vary or withdraw any existing tier, or vary the features of a tier from time to time without prior notice.

4.3 We are not required but may allocate a tier to you at your request or at our discretion. We may also withdraw or vary a tier allocated to you from time to time at your request or at our discretion. We have the right to set or vary the criteria for allocating, varying or withdrawing a tier from time to time.

4.4 The features available to you and the fees and charges payable by you in relation to the account may vary by reference to the tier allocated to you. They may also vary within the same tier whether you satisfy the criteria for that tier or not.

4.5 We have the right to set or vary the criteria that you have to fulfil in order to remain in a tier or to enjoy the features associated with that tier. The criteria may include the value of assets deposited by you with us or the amount of credit facilities granted by us to you. The updated criteria and other details about the tiers are available from us upon request. Your use or enjoyment of a feature may also be governed by further terms and conditions applicable to that feature.

You are solely responsible for fulfilling all the prevailing criteria throughout the period in which a tier is allocated to you if you wish to remain in that tier or enjoy the features associated with that tier. Whether or not you fulfil all the prevailing criteria at anytime does not in anyway limit our right to allocate a tier to you or vary or withdraw a tier allocated to you. Our decision relating to allocating to, varying or withdrawing a tier from you is final.

4.6 We will notify you of an allocation, variation or withdrawal of a tier using such means as we consider reasonable. The features associated with a tier will automatically be available, varied or withdrawn accordingly without further notice unless we decide otherwise. Upon allocation of a new or varied tier by us, you become bound by all the terms and conditions governing the use or enjoyment of the features associated with that tier (whether set out in these terms and conditions or not). Even after the variation or withdrawal of a tier by us, you remain bound by the terms and conditions governing the use or enjoyment of the features associated with that tier (whether set out in these terms and conditions or not) until all obligations and liabilities owing by you to us with respect to such features have been fully repaid and satisfied.

4.7 Following a variation of the tier allocated to you, the applicable provisions of these terms and conditions and other terms and conditions governing the use of any features terminated as a result of the variation of the tier shall continue to bind you until all obligations and liabilities owing by the customer to us with respect to such features have been fully repaid and satisfied. All applicable provisions of these terms and conditions and other terms and conditions governing the use of any new or additional features that you shall enjoy as a result of the variation of the tier shall immediately become binding on you.

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4.8 We are not responsible for any loss or inconvenience suffered by you arising from or in connection with any allocation, variation or withdrawal of a tier by us, including any loss or inconvenience relating to the availability, variation or withdrawal of any features associated with a tier.

4.9 We may issue a card or identification to you to reflect the tier allocated to you. That is intended to facilitate identification of your tier only and our records are conclusive as to the tier allocated to you at anytime.

4.10 The withdrawal of a tier does not affect your use or operation of the accounts unless we specify otherwise.

4.11 The terms and conditions relating to a feature or tier prevail over the provisions of these terms and conditions if there is any inconsistency between them concerning that feature or tier.

5 Customer’s Information

5.1 To enable us to consider whether to provide you with any service, you are required to supply personal data to us from time to time and failure to do so may result in the Bank’s inability to provide such service.

5.2 The personal data will be used for considering your request and subject to our agreeing to provide such service, the personal data and all other details and information relating to your transactions or dealings with us will be used in connection with the provision of such service to you. We may need to share or transfer your data or information to any service provider, whether located in India or overseas and whether an HSBC Group entity or a third party, which provides outsourced services to us in connection with the operation of the Bank’s business, in accordance with the applicable guidelines of the Reserve Bank of India (RBI). We will also use, store, disclose, transfer (whether within or outside India), obtain and/or exchange such personal data and such other details and information to, from or with all such persons as we may consider necessary (including without limitation any member of the HSBC Group or any service provider) for any and all purposes:

(a) in connection with matching for whatever purpose (whether or not with a view to taking any adverse action against you) any such personal data with other personal data in our possession;

(b) in connection with the provision of our reference about you to other financial institutions or other parties;

(c) in connection with conducting checks with any credit reference agency or other persons (including without limitation upon an application of any credit facility or upon periodic review of such facility); we acknowledges and agrees that any such sharing or transfer of customer data or information will be on a confidential basis and we will impose on the service provider confidentiality undertakings similar to those applicable to us. However, we or such service providers, whether located in India or overseas, may disclose information if required or permitted by any law, rule or regulation or at the request of any public or regulatory authority or if such disclosure is required for the purposes of preventing fraud.

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5.3 If the personal data includes information or data of any third party, you confirm and warrant that you have obtained the consent of such third party to the provision of such information or data to us for the foregoing purposes and for disclosure to such persons as stipulated above.

5.4 You warrant that all personal data and information you provide to us is, to the best of your knowledge, complete, accurate and up-to-date. You agree to notify us as soon as reasonably practicable of any material change to your personal data or information.

6 Bank’s Right of Lien and Set-Off

6.1 Without prejudice and in addition to any general lien, right of set-off or other right by way of security which we may have on any account whatsoever, the customer agrees that we may at anytime and without prior notice:

(a) to debit any amount payable by you to us (including any fees or expenses) from any account or any other account maintained by you with us. If any debit causes the relevant account to be overdrawn, you are liable to repay the outstanding amount to us on demand together with interest accruing on the outstanding amount at such rate as we may specify;

(b) to withhold, combine or consolidate the balance on any or all of your accounts maintained with us (including any account) and set-off or transfer any moneys (in the form of credit balance or credit facility) standing to the credit of any such account in or towards settlement of any amount whether actual or contingent, present or future (including any fees or expenses) owing by you (and whether owing by you solely or jointly with any other person) to us in connection with the services or otherwise under these terms and conditions;

(c) to refuse to repay you any moneys in any currency standing to the credit of any or all of your accounts maintained with us (including any account) when due or on demand by you if and to the extent that such moneys are less than such amount owing by you to us; and

(d) to apply (even if such application requires breaking of any deposit before its maturity date) any moneys held in any currency to the credit of any account in the name of the customer, whether held singly or jointly with other persons, (the said ‘moneys’) against any indebtedness of any type whether actual, contingent, present or future and whether owed by the customer solely or jointly with any other person (the said ‘indebtedness’).

6.2 Our rights under Clause 1.9.1 will not be limited or reduced by your death or legal incapacity.

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7 Joint Accounts

7.1 Individuals may hold a joint account that can be operated either jointly or severally as agreed with the Bank and this will also hold for survivors. If the customer comprises of more than one individuals:

(a) You are jointly and severally liable with each other for the obligations and liabilities in connection with the account, the service or otherwise under these terms and conditions.

(b) We are authorised to:

(i) honour and comply with all cheques, promissory notes, orders, bills, directions or receipts which are signed, sealed or chopped by any of you, whether the account is in credit or overdrawn;

(ii) comply with any instruction or other directions given by any of you for or in connection with the account, including an instruction to close the account (unless we agree or decide otherwise); and

(iii) accept and act on any receipts given by any of you for moneys deposited with or owing by us on the account.

(c) The authorisation in paragraph (b) above may be revoked (i) in writing by any of you; or (ii) if we receive notice that any of you loses mental capacity.

(d) We are authorised to make any advance by way of overdraft or in any other manner with or without security at the request of any of you.

(e) Acceptance of any terms and conditions governing the account or any service by any of you will be considered as acceptance by each of you and such terms and conditions will be binding on each of you.

(f) Upon the death of any of you, we will transfer any credit balance on any applicable account to the order of the survivor(s), but this will not limit or reduce any right which we may have arising from any lien, mortgage, charge, pledge, set-off, counter-claim or in any other manner. Each of you will indemnify us for any claim which may be made by or against us in connection with processing any request and authorisation of the survivor(s).

(g) Each of you are bound by these terms and conditions even though:

(i) any of you or any other person intended to be bound is not bound; or

(ii) any of these terms and conditions may be invalid or unenforceable against any one or more of you due to fraud, forgery or any other reason (whether or not the deficiency is known or ought reasonably to have been known to us).

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(h) We have the right to deal separately with any of you (without limiting or reducing our rights, powers and remedies against the others) on any matter including:

(i) varying or discharging any liability to any extent; or

(ii) the granting of time or other indulgence to or making other arrangements with any such person without prejudicing or affecting our rights, powers and remedies against any other such persons.

(i) Items payable to any of you may be credited to the account.

(j) Any notice under these terms and conditions to any of you will be considered as effective notification to all of you.

(k) Any change in the signing instructions will be required to be authorised by all joint accountholders.

(l) Words herein denoting the singular only will be deemed to include the plural.

(m) In respect of a forward date transaction, we are authorised to take the instruction given by any of you and last received by us before we effect the transaction in our normal course of business as the final instruction.

8 Non-Resident Accounts and Services

8.1 Accounts for non-residents are subject to the Foreign Exchange Management Act, 1999 and rules and regulations made thereunder (FEMA), as amended from time to time and are only available to persons who fulfil the definition of non-residents under FEMA. Certain categories of accounts are only open for persons who fall within the definition of ‘Non-Resident Indians’ as per FEMA. The conduct of these accounts should be strictly in accordance with the provisions of FEMA, which you should fully understand before opening and/or operating such accounts.

8.2 Foreign currency accounts will be offered in currencies that we may determine from time to time, in accordance with extant regulations.

8.3 The foreign currency equivalent of the principal and interest on repatriable deposit accounts designated in INR, may increase or decrease depending upon foreign exchange fluctuations and you shall bear any foreign exchange risk that may arise thereon.

8.4 We may, at its sole discretion, restrict provision of services to residents/nationals of some countries, on account of regulatory restrictions in such countries in the provision of services.

8.5 Customers holding non-resident accounts should advise the Bank immediately upon return to India if they become ‘resident’ in India as per FEMA, so that their accounts may be re-designated as resident accounts.

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9 Foreign Currency Accounts for Residents

9.1 Foreign currency accounts for residents are subject to the FEMA, as amended from time to time and are available to persons who fulfil the definition of resident under FEMA. The conduct of these accounts should be strictly in accordance with the provisions of FEMA, which you should fully understand before opening and/or operating such accounts.

10 Savings Accounts

10.1 Savings accounts will be opened by individuals. Balances in savings accounts may be withdrawable on demand either by cheque or any other means provided by the Bank.

10.2 Currently, you can earn interest at 3.5% p.a. on your savings account balance. With effect from 1 April 2010, interest on the savings bank accounts will be calculated on daily product basis. The interest will be credited to your account on a quarterly basis as per RBI Master Direction on Interest on Deposits dated 03 March 2016, with effect from 01 July 2016. Customers are obligated to repay the principal and interest on their overdraft accounts which the bank may grant them from time to time. You will repay us on demand and unconditionally the amounts of overdrafts which we may grant from time to time in the account together with the interest accrued thereon. This should not be construed as an agreement, either expressed or implied, that we are bound to grant any overdraft facility whatsoever. In the absence of any special arrangements, we are not required to honour any cheques drawn by the accountholder(s) if in doing so the account would become overdrawn and in this circumstances we reserve the right to debit the account with the charge for each returned cheque.

10.3 Where a savings account is closed during an interest period whether by you or by us for any reason, interest is payable only upto the last calendar day before closure.

10.4 Savings account withdrawals and deposits

(a) You may make withdrawals from your savings account at our counter during business hours of our branch.

(b) Before a withdrawal, you have to produce satisfactory evidence of your identity and, if requested by us, evidence of your authority.

10.5 Payment to third party Payment by us to a person producing satisfactory evidence of his identity and, if requested by us, a withdrawal form which appears to be signed or chopped by you or according to your authorisation has the same effect as if made to you personally. By making that payment, we discharge all our liabilities to you or any other person with respect to the amount paid.

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11 Current Accounts

11.1 Interest payable on credit balances in current accounts are governed by interest rate directives of the RBI and currently no interest is payable on credit balances in current accounts.

12 Term Deposits (also referred to as Fixed Deposits)

12.1 Placement of Term Deposits

(a) A term deposit account will be opened upon you first placing a term deposit and all subsequent term deposits will be placed with similar signing instructions as the first term deposit or the associated savings/current account under the same Customer ID. A term deposit may only be placed in such currencies and with such minimum initial deposit with respect to a range of maturity tenures as determined by us from time to time and this in turn is subject to RBI guidelines.

(b) Information with regard to the various types of term deposit accounts, the currencies in which these deposits can be maintained, the tenures for which such deposits can be maintained etc. are publicised on our website and is also available upon request at our branches.

12.2 Term Deposit Interest

(a) We reserves the right to vary the interest rate offered from time to time at our sole discretion as displayed in our premises and/or published on our website and/or advertised in the media.

(b) Where we receives an instruction to establish a term deposit by clearance of a cheque deposited by you, we may, at our sole discretion, value date the term deposit to the date on which funds are received by us after clearance of the cheque.

(c) Interest on a term deposit will accrue to the day prior to maturity of the term deposits. In case of resident term deposit accounts in INR, interest is paid/accrued quarterly at the applicable rate (Interest shall be paid out quarterly in case of non-cumulative or ordinary term deposits and shall accrue quarterly in case of cumulative term deposits). In case of any other type of term deposit accounts, interest shall be payable in accordance with extant RBI guidelines in this regard. Details of accrued interest and the amount of tax deducted (if applicable) will be advised each time a term deposit is withdrawn or renewed.

12.3 Withdrawal and Renewal of Term Deposits

(a) At your request, we may at its discretion repay a term deposit before the due date subject to the following:

(i) In the case of jointly held term deposits (whether on an ‘Either or Survivor’ basis or otherwise), premature withdrawal of deposits will require authorisation by all customers;

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(ii) We, on request from a depositor, may at its discretion allow withdrawal of a term deposit before completion of the period of the deposit agreed upon at the time of placement of the deposit. For term deposits that are prematurely encashed, penal interest @ 1% will be levied. The interest paid will be 1% lower than the rate prevailing on the date of placement of the deposit for the period for which the deposit remained with us or the contractual rate, whichever is lower. No interest will be paid on premature withdrawals of deposit which has remained with us for less than the minimum period for which deposits were being accepted for the said currency and deposit type, as on the date of placement of deposit.

(b) Where the maturity date of a fixed deposit falls on a day other than a business day in India, the fixed deposit shall be payable on the next business day.

(c) All placements, renewals and withdrawals of term deposits are accepted subject to the business days and hours set by us from time to time.

(d) You should give instruction (including any amending instruction) on how to handle the principal amount and interest of a time deposit at maturity at least one business day before its maturity date. You may give that instruction by letter, authenticated instructions through Internet Banking or PhoneBanking as per the mode of operation of the account or other means as may be accepted by us.

(e) If you give an instruction to renew automatically a time deposit, our prevailing interest rate on the maturity date will be the interest rate for the renewed term.

(f) If we do not receive maturity disposal instructions in relation to your fixed deposit by its maturity date, the fixed deposit will be renewed automatically on maturity for the same duration as the maturing fixed deposit. In case of cumulative fixed deposits, the accumulated interest will be added to the principal and renewed along with the principal, subject to extant regulations in this regard.

13 Cheque Books

13.1 Withdrawals by cash or cheque: We have the right to pay any amount you withdraw from an account by any one or more of the following methods:

(a) by cash payment in the currency of the account subject to prevailing regulations;

(b) by issuing to you a cheque drawn by us on any bank payable in the currency of the account; or

(c) by cash payment in INR, converting (if necessary) the equivalent amount from the relevant foreign currency at our prevailing buying rate for our customers at the time of conversion.

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13.2 Cheque books are generally issued on transactional savings or current accounts maintained in INR and may be subject to charges as specified in our tariff.

13.3 You are responsible for keeping your cheque books and cheques safe from loss, theft or unauthorised access or use, under lock and key or taking other safeguards as appropriate.

13.4 Applications for a new cheque book may be made by presenting a duly completed and signed cheque book requisition slip to us or by any other means of written instructions duly signed by all holder(s) or thorough authenticated instructions through Internet Banking or PhoneBanking if the same is allowed as per the mode of operation of the account. We may also, at its sole discretion, issue cheque books to you, without any request from you, if as per its records, you have substantially utilised the cheque leaves previously issued to you. New cheque books will be dispatched to you by post according to the address record kept by us (or by such other means as determined by us). We assume no responsibility for any delay or loss caused by any mode of dispatch.

13.5 We may, at our sole discretion, refuse to issue a cheque book on any account, which is not maintained satisfactorily (such as excessive cheque returns etc.) or when an excessive number of cheques from the previous cheque book remain unused.

13.6 Upon receipt of a cheque book or before use, you should check the cheque serial number, account number and your name printed on the cheques and the number of cheques, and report any irregularity to us as soon as reasonably practicable.

13.7 You cannot print cheque books or other payment instruments without our prior written approval.

13.8 Cheques

(a) Cheques should be drawn in INR.

(b) When a signed cheque or a cheque book is lost or stolen, you must immediately report such loss to us, either in writing or through PhoneBanking services or by issuing an instruction in such form as may be acceptable to us.

(c) You should delete the words ‘OR BEARER’ and cross a cheque if you intend to deliver it other than in person.

(d) You should be careful in drawing a cheque to ensure that it is correct. You should not draw a cheque by any means or in any manner that may allow it to be altered or may facilitate fraud or forgery. In particular:

(i) you should write the amount, both in words and figures as close to each other and to the left hand margin as possible, in the spaces provided on the cheque so as to leave no space for adding other words or figures;

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(ii) the word ‘only’ should be added after the amount stated in words;

(iii) all cheques must be written in dark colour non-erasable ink or ballpoint pen and be signed in conformity with the specimen signature registered with us; and

(iv) you should comply with the conditions printed on the inside cover of a cheque book.

(e) Any alteration on a cheque must be confirmed by full signature of the drawer, failing which we may refuse payment of the cheque upon presentment. You acknowledge that we will not be held responsible for losses arising from alterations which cannot be readily detected. Cheques drawn on/cleared at locations which process cheques through Cheque Truncation System (CTS) for clearing of cheques, no changes/corrections can be carried out on the cheques (other than for date validation purposes, if required). For any change in the payee’s name, courtesy amount (amount in figures) or legal amount (amount in words), fresh cheque leaves should be used by you.

(f) (i) You agree that we may record a cheque drawn by you in electronic or other form as we consider appropriate, and the cheque after payment may be retained by the collecting bank for a period specified in the rules relating to the operation of the clearing house for the related currency and may be destroyed by the collecting bank after that period.

(ii) You authorise us to contract with collecting banks and other persons in relation to the arrangements and matters set out in paragraph (i) above.

13.9 Return Cheques The Bank reserves the right to return cheques with insufficient funds in account, technical error or any other reasons and to impose a service charge in respect of returned cheques.

13.10 Stop Payment Order

(a) You may only cancel payment of a cheque by giving written instructions or other duly authenticated instructions (the authenticity of which we must be able to verify) clearly identifying the cheque in question by reference to its cheque number before the cheque has been paid. For clarification:

(i) You should clearly identify the cheque in your instruction by quoting the cheque number. If you quote any other detail instead of the cheque number, we have no obligation to but may act on your instruction at our discretion without being liable. If you quote any other detail in addition to the cheque number, we are not responsible for checking whether that detail conforms with the corresponding detail on the cheque in question.

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(b) We have no obligation to act on an instruction to stop payment if we are unable to verify its authenticity, unless we have made any special arrangement with you. Notwithstanding that, we may act on an instruction at our discretion if we believe in good faith that it is given or authorised by you without being liable in any circumstance and you will be bound by that instruction even if it is incorrect, false or unclear or if it was not given or authorised by you. You should confirm an instruction as soon as reasonably practicable in a manner accepted by us.

(c) Charges as per the Bank’s tariff will be applicable for effecting stop payment instructions and the same will be debited to any of the savings or current accounts held by you.

14 Account Transactions

14.1 You will maintain sufficient funds in the account to meet any debit instructions issued by you and any fees/charges/interest applicable as per our tariff and you shall not be entitled to overdraw the account or withdraw funds in excess of any overdraft limit agreed with us. If you draw an amount in excess of the balance available or overdraft limit permitted by us, you will pay us promptly and unconditionally, the entire amount overdrawn with interest and penalties, according to the unauthorised overdraft interest rate of 35% per annum or as applicable at the time and updated on our website. However, this should not be construed as an agreement, either expressed or implied that we are bound to grant any overdraft facility whatsoever.

14.2 Cash withdrawals from an account may be only through such means as may be permitted by us from time to time. For large cash withdrawals at the branch, advance notice should be given at the branch. Details of the thresholds for such large cash withdrawals and the advance notice required may differ from branch to branch and information regarding the same may be obtained at the relevant branch. From time to time, we shall be entitled to impose reasonable restrictions with regard to acceptance of cash deposits or withdrawal of cash, as part of its Anti-Money Laundering programme.

14.3 All cheques and other monetary instruments accepted for deposit into an account are credited subject to final payment and proceeds will not be available until they have been cleared. We reserve the right to reverse from the account the amount relating to any such cheques/instruments, which are subsequently returned unpaid.

14.4 Cheques, dividend warrants and other instruments in your name will be collected but those in favour of payees other than you shall not be accepted for collection. Collection of such instruments shall be in accordance with our Cheque Collection Policy, as amended from time to time.

14.5 An inward remittance (in any currency) to an account may not be credited to the account on the same day if the related payment advice is not received by us before the relevant cut-off times set by us from time to time. No interest will accrue on any inward remittance before the funds are actually credited into the account.

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14.6 For Standing Instructions, we accepts no responsibility for any loss or delay which may occur in the transfer, transmission and/or application of funds or (in the case of remittance by telegraphic transfers) for any error, omission or mutilation which may occur in the transmission of any message or for its misinterpretation when received and we stands indemnified against any actions, proceedings, claims and/or demands that may arise in connection with such loss, delay, error, omission, mutilation or misinterpretation. Where you have set up a Standing Instruction on an account and no transaction is performed under such instruction for a continuous period, as determined by us from time to time or where such Standing Instructions fail on account of insufficient balance consecutively for a certain number of times, as determined by us from time to time, we reserves the right to cancel the Standing Instruction without prior notice to you, even though the authorisation has not expired or there is no expiry date for the Standing Instruction.

14.7 Withdrawals from savings and current accounts may be made on demand at our branch by you during business hours on production of satisfactory identification and/or appropriate authority, subject to any restrictions imposed under these terms and conditions.

14.8 Any payments from the account, made by us to a person producing satisfactory identification and/or a withdrawal form purporting to be signed as authorised by us shall have the same effect as if made to you personally and will absolve us from all liabilities to you or to any other party.

14.9 There may be risks involved in accepting foreign currency cheques as payment or settlement of transactions. Some jurisdictions have Applicable Regulations dealing with the handling of cheques sent for clearing or collection that require return of a cheque and the amount paid even after clearing and payment. For example, the paying bank of a cheque drawn on a US bank has the right to seek refund of a cheque that is subsequently found to be fraudulently drawn, fraudulently endorsed or fraudulently altered within a period of upto 6 years. This refund period may be indefinite for a US Treasury cheque. We have the right to seek repayment from you of any cheque paid to you that is required to be repaid or refunded, regardless of whether the cheque is sent for collection or accepted for deposit by us. Our right remains throughout the period in which the Applicable Regulations may require refund of the cheque. We accept the deposit of any foreign currency cheques on the following terms:

(a) In accepting cheques drawn on banks abroad, we reserves the right to decide which cheques to purchase and which to send for collection. Where we purchase the cheques, we shall credit the account (using the Bank’s prevailing buying rate) with the proceeds immediately, under advice to you, and subject to having recourse to you in the event of dishonour. The purchase of cheques may be subject to the condition that the proceeds credited to the account cannot be withdrawn for a period as determined by us taking into account the required clearing time for cheques in question and which will be intimated to you.

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(b) Where we send a cheque for collection, this will be done subject to the rules set out in International Chamber of Commerce (ICC) Publication No. 522 (Uniform Rules for Collections) (or any up-to-date equivalent in force) and the proceeds of the cheque will only be credited to your account after we actually receive payment from the other banks.

(c) In the event that cheques purchased are dishonoured or cheques collected are subsequently liable to be repaid or refunded by applicable laws and regulations, we will debit the account with the value of the cheque as calculated using our prevailing selling rate or the original buying rate, whichever is higher, plus any charges.

(d) Overseas charges (if any) will be debited to the account under advice to you. Such advice may be by way of an entry in the statement of account.

(e) Cheques received after the relevant cut-off times set by us from time to time will be processed in the next business day.

15 Statements of Accounts

15.1 We will provide you with monthly statement of account (or such other intervals as we may determine), unless you request otherwise. We do not have to provide a Statement of account if there is no transaction, no account balance and no accrual interest in the account during the period covered by that statement of account and no notice will be given in that regard. Interim statements or statements at a higher frequency than the pre-specified interval, may be requested and these will be provided, at our sole discretion, subject to charges as stipulated in the Bank’s tariff.

15.2 The statement of account may, in addition to information on the services availed by you and your tier, include such information (as determined by us at its sole discretion) of any other services of the type selected by or relating to you which are maintained with or provided by us (or any of our subsidiaries) from time to time under the same identification documents as the account (regardless of the related correspondence address).

15.3 Review of Statements You should examine each statement provided by us to check its accuracy and to see if there is any error, omission, discrepancy, unauthorised debit or irregularity in its contents arising from any cause, including forged signature or other forgery, fraud, lack of authority or negligence of any person. You should notify us of any alleged error, omission, discrepancy, unauthorised debit or irregularity in a statement within 30 days after we issue it by the means set out in Clause 1.6.3. If we do not receive any such notice from you within the specified period, the statement will be considered as correct and accepted by you and you will be considered to have waived any right to raise any objection or pursue any remedies against us in relation to that statement.

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15.4 Duplicate copies of past statements of account may be provided by you, at its sole discretion, against payment of charges as per the Bank’s tariff.

15.5 A statement will be considered as having been received by you:

(a) on the day of personal delivery to you;

(b) on the day we post it to you;

(c) on the day we e-mail it to you; or

(d) on the day we place it in your Personal Internet Banking profile if it is made available there.

16 Communication Address and Change of Customer’s Particulars

16.1 You agree that we may make use of any contact information provided by you and kept on our records (including address, telephone number and e-mail address) from time to time to communicate with you (whether through letters, telephone calls, SMS, fax, e-mail or other means).

16.2 You warrant that all particulars given to us are, to the best of your knowledge, accurate. You undertake to notify us immediately, in writing, of any change of address, employment or other pertinent particulars recorded with us. You may at its sole discretion require that such request for change of information be accompanied by documents evidencing such change.

16.3 Unless we specify otherwise, any communication from us to you will be considered as having been received by you:

(a) at the time of personal delivery or leaving it at the address last notified in writing by you (if delivered personally);

(b) 48 hours after we have posted it to the above address if that address is in India or seven days after posting if that address is outside India (if sent by post);

(c) immediately after we have faxed it to the fax number last notified in writing by you (if sent by fax);

(d) immediately after we have e-mailed it to the e-mail address last notified in writing by you (if sent by e-mail);

(e) immediately after we have made it available in the Personal Internet Banking profile maintained by you with us (if made available there); or

(f) immediately after we have displayed it at our premises (if communicated by display).

16.4 Communications sent by you to us will be considered as having been received by us on the day of actual receipt.

16.5 This Clause does not limit or reduce the effect of any provisions in these terms and conditions that apply to the issuing of account statements, transaction advice or confirmation by us to you or the giving of instructions by you to us.

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17 Drop Box Services

17.1 You must ensure and hereby undertakes that all documents and items submitted under the drop box services are complete, accurate and duly signed where applicable.

17.2 The scope of the drop box services shall be as determined by us from time to time and may include, but not necessarily and among other things, deposit of cheques, bills of exchange, warrants, payment warrants and other payment instruments. The drop boxes shall not be used for dropping cash and/or post dated cheques and/or high value cheques and/or bearer cheques and the Bank will not be responsible/liable for such items deposits. All high value cheques which exceed `1 lakh should be deposited at our counters only.

17.3 You will utilise the drop box services in accordance with its governing terms and conditions and such other instructions, guidelines and directions that we shall issue from time to time.

17.4 We shall accept responsibility for the documents/instruments deposited after we have received, checked and verified the same, in accordance with its practice, and this shall be final, conclusive and binding on you.

17.5 Any collections instruments deposited in any drop box will be sent by us for clearing within the period as indicated on the drop box but not later than 2 business days.

17.6 In case of cheque deposit machines, if there is a discrepancy between the amount specified while depositing cheque(s)/warrant(s) and the actual amount of cheque(s) or warrant(s) deposited or if such cheque(s)/warrant(s) submitted are not accepted by us for any reason including, suspected as being counterfeit, we are only required to credit the amount of cheque(s)/warrant(s) as checked, verified and accepted by us to the designated account(s) and which shall be final, conclusive and binding on you.

17.7 You will indemnify us against all loss, damages, claims, proceedings, liabilities, costs (including legal costs on a full indemnity basis) and expenses as shall be reasonably incurred or suffered by us arising out of or in connection with the provision of the drop box services by us and/or the use thereof by you.

17.8 We shall not be liable for any loss, damages or expenses suffered by you in relation to the drop box services arising from:

(a) our failure or delay in providing the drop box services;

(b) use of the drop box services by you;

(c) any delay with respect to processing of the documents and items submitted under the drop box services;

(d) any delay in the checking, verification and acceptance of the cheque(s), warrant(s), etc., submitted under the drop box services or the crediting thereof to the designated account(s);

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(e) any partial completion of or failure or inability to act on any of the customer’s instructions or directions in respect of the cheque(s), warrant(s), etc., submitted under the drop box services for reasons outside our reasonable control and which is not due to our gross negligence or wilfull default.

18 ATM Card, Debit Card and Credit Card

18.1 ATM Card

(a) For the purposes of this Clause 2.5, all references to accounts include all other accounts accessible by the use of your ATM card.

(b) Your ATM card remains our property and you should return it to us upon our request.

(c) We may offer, vary, suspend or withdraw the ATM card or any service relating to the ATM card at any time after providing a prospective notice of 30 days. Some services relating to the ATM card (such as use of the ATM card at an ATM) may only be made available to you upon separate application or subject to further terms and conditions (such as the ATM card terms and conditions) as we may specify from time to time.

(d) You are responsible for all transactions effected by the use of your ATM card (including all related fees and charges). However, in case of any loss, theft, disclosure or unauthorised use of your ATM card, you should report to us immediately followed by a written confirmation as soon as reasonably practicable, and you will be responsible for all transactions effected whether voluntarily or not by the use of your ATM card until we receive your report. We have no obligation but may issue a replacement ATM card to you and may debit a handling fee from any account.

(e) Transactions on ATMs (such as cash withdrawals, transfers etc.) shall be subject to maximum daily/transaction limits, as prescribed by us from time to time.

(f) Liabilities for ATM Card Transactions

(i) Subject to provisions concerning loss or theft of the ATM card in this section, you will be responsible for all transactions, including funds transfers to third party beneficiaries, effected by use of the ATM card, whether authorised by you or not.

(ii) We will debit the amount withdrawn, transferred or otherwise disposed of by the use of your ATM card from the related account. You will be unable to effect a transaction if there are insufficient funds in the related account. If you effect a transaction in a currency other than INR, we will debit that transaction from the related account after conversion into INR at our prevailing exchange rate at the relevant time of conversion.

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(g) You should keep your PIN strictly confidential and should not allow any other person to access or use your PIN whether voluntarily or not. You should not write down or keep the PIN on or close to your ATM card or in any way that may enable another person to use your ATM card.

(i) We accept cash or cheque deposited into an ATM using your ATM card subject to subsequent verification in our normal course of business. The statement issued by the ATM at the time of the deposit only represents what you purport to have deposited and is not binding on us. Further, a cheque is accepted subject to final payment or clearing. You are not entitled to use or withdraw the proceeds of a cheque until they have been cleared.

(ii) We will not be liable for any consequential or indirect damages arising from or related to the use of the ATM card.

(iii) You authorise us to disclose, in strict confidence, to other institutions (whether in or outside India) personal data and information about you, your ATM card and accounts as may be required or appropriate in connection with any electronic fund transfer network or to enable us to provide the services relating to your ATM card.

(iv) For the purposes of this section, all references to accounts shall include all other accounts accessible by the ATM card

18.2 Use of Credit Card and Liabilities

(a) Where a debit card or a credit card is issued to the customer, the customer shall be bound by the relevant Cardholder terms and conditions as amended from time to time.

(b) Where your credit card may be used at an ATM, that use is subject to the terms and conditions governing the use of ATM cards from time to time.

19 PhoneBanking Services

19.1 Scope of PhoneBanking service and telephone instructions: We may specify or vary the scope and features of the PhoneBanking service from and modify, expand or reduce the same at any time and from time-to-time with notice. Where such notice shall, in our sole discretion, be given, such notice may be made in such manner and by such means of communication as we shall deem fit, including, without limitation, the use of direct mailing material, advertisement or branch display. You may use the PhoneBanking service and give us telephone instructions on your accounts and cards.

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19.2 We are authorised to act on your telephone instructions. You agree that:

(a) You authorise us to act on telephone instructions using your PhoneBanking PIN. You agree and confirm that each accountholder agrees that we are not liable for acting in good faith on a telephone instruction using your PhoneBanking PIN even if that telephone instruction was not authorised by you, and you and each accountholder will be bound by it. We have no duty to verify the identity of the person using your PhoneBanking PIN to give telephone instructions.

(b) We may also, at our sole discretion, permit restricted access, as determined by us, to PhoneBanking services, after successful verbal verification of you and without use of the PIN. In such cases, we shall not be liable for acting in good faith on telephone instructions which we believes to emanate from you but which emanate from unauthorised individuals.

(c) Our record of the transactions processed by the use of PhoneBanking shall be conclusive proof and binding for all purposes.

(d) You should keep your PhoneBanking PIN strictly confidential. You should not disclose your PhoneBanking PIN or allow any other person to use your PhoneBanking PIN (whether voluntarily or not). You should not keep a written record of your PhoneBanking PIN in any way that may enable another person to use it. You should promptly report to us any loss, theft, disclosure or unauthorised use of your PhoneBanking PIN.

(e) You shall report to us immediately upon losing the PIN or realising it has fallen into the hands of any unauthorised party and we will also not be liable for receipt of the transaction details by a third party on account of any negligence or omissions and commissions not attributable to us.

(f) You and each accountholder should ensure that there are sufficient funds or available credit facilities in the relevant account to effect a telephone instruction. We have no obligation but may, without giving prior notice to you or any accountholder, act on a telephone instruction where there are no sufficient funds or available credit facilities. If we decide not to act on that telephone instruction, we are not liable for any consequence arising from not acting. If we decide to act on that telephone instruction, you and each accountholder will be liable to repay and indemnify us for the resulting overdraft, advance or credit created by effecting that telephone instruction.

(g) Any exchange rate or interest rate quoted by us in response to a telephone instruction is for reference only, unless the rate is confirmed by us for a transaction. A rate confirmed by us and accepted by you for a transaction through the PhoneBanking service will be binding on you even though we may have quoted a different rate at any time through telephone or other means of communication.

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(h) We shall not be liable to you for any failure to carry out any telephone instruction which is attributable, wholly or in part, to any cause beyond our control including any equipment malfunction or failure and under no circumstances shall we be responsible to you for any indirect or consequential losses arising out of or in connection with the carrying out or otherwise of any telephone instructions; and

(i) We may at its sole discretion deactivate the PIN issued to you, in case of non-usage of the same for a continuous period of time and shall notify you of the same.

(ii) You and each accountholder jointly and severally will indemnify and reimburse us and our officers and employees for all actions, proceedings and claims which may be brought by or against us or them, and all losses, damages and reasonable amounts of costs and expenses which we or they may incur or suffer as a result of or in connection with our providing the PhoneBanking service or acting or not acting on telephone instructions, unless due to the negligence or wilful default on our part or that of our officers or employees and only to the extent of direct and reasonably foreseeable loss and damage (if any) arising directly and solely from it. This indemnity shall continue after the termination of the account, an ATM card, a credit card, the variation or withdrawal of a tier, the termination of the PhoneBanking service or any service accessible through the PhoneBanking service or these terms and conditions.

19.3 You should notify an accountholder or the holder of a credit account or any other person with whom you effect a transaction or fund transfer using the PhoneBanking service of the details of that transaction. We are not responsible for giving such notice to you or any other person.

19.4 We may not process telephone instructions immediately or on the same day on which the telephone instructions are received by us due to system constraint or other reasons (whether or not beyond our control) including equipment malfunction or failure. We are not liable for any delay or failure in effecting a telephone instruction and our decision on whether or not to effect or the timing of effecting a telephone instruction will be final and binding on you and each debit accountholder.

19.5 In the event you decide to terminate the use of PhoneBanking services for whatever reason, you shall be required to give us 7 days prior notice in writing, duly acknowledged by us. Such termination shall be deemed a termination of the PhoneBanking facility accorded by us to you. In an emergency, we will endeavour to stop the facility if the instructions are received over the phone or in writing, to safeguard your interests. We however shall not be liable if your request is not carried out immediately due to reasons beyond our control.

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19.6 We shall terminate the PhoneBanking facility with immediate effect on occurrence of the following events:

(a) Failure to comply with these terms and conditions applicable in respect of the PhoneBanking services; or

(b) An event of default under any agreement or commitment (contingent or otherwise) entered into with us; or

(c) You becoming the subject of bankruptcy, insolvency proceedings or proceedings of a similar nature; or

(d) Demise of the customer; or

(e) Any other cause arising out of operation of law.

20 Mobile Alerts

20.1 Definitions: ‘Alerts’ means the customised messages sent as Short Messaging Service (SMS) to the customer over his/her mobile phone; ‘CSP’ means the Cellular Service Provider with whom the Bank has an arrangement for providing the facility; ‘Facility’ means the facility of receiving alerts.

20.2 Availability

(a) The facility is made available to you at your request, at our sole discretion and may be discontinued by us at any time, without notice. The facility is currently available only to Resident Indian customers with accounts with our branches in India;

(b) The facility is available in certain specific regions and to subscribers of mobile phones of certain specific CSPs in India. You understand that unless he/she is a subscriber of the specific CSPs, the facility will not be available;

(c) The alerts will be sent to you only if you are within the cellular circles of the CSPs or in circles forming part of the roaming network of such CSPs;

(d) We may, if feasible, extend the facilities to other cellular circles as well as to subscribers of other cellular telephone service providers, as may be notified by us, from time to time.

20.3 Process You acknowledge the Bank may, from time to time, add/change/discontinue any alert.

20.4 Joint Accounts The facility will be available only in relation to accounts held in sole name or in case of joint account with ‘either/survivor’ signing instructions, only to the primary or first named signatory.

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20.5 Receiving Alerts

(a) We shall transmit the alerts to your mobile phone number as registered by you with us and/or as may be updated from time to time by you and you acknowledge that any such information disclosed shall be deemed to have been made solely to you. We shall not be under any duty to verify the authenticity of the person receiving the alerts/information. You are responsible for the accuracy of his mobile phone number registered with us and shall be solely responsible for intimating to the Bank any change in his phone number. You shall immediately inform us, in writing, if his mobile is lost or has been allotted to another person. We shall endeavour to record any changes informed by you regarding your personal details and mobile number, within a reasonable period of time and you agrees that we cannot be held liable for any delay or error in this regard.

(b) You acknowledge that to receive alerts, your mobile phone must be in an ‘on’ mode. If your mobile phone is kept ‘off’ for a continuous period 48 hours from the time of release of an alert message by us, that particular message would not be received by you.

(c) You acknowledge that the facility is dependent on the infrastructure, connectivity and services provided by the CSPs and other service providers engaged by us. You accept that timeliness, accuracy and readability of alerts sent by us will depend on factors affecting the CSPs and other service providers. We shall not be liable for non-delivery or delayed delivery of alerts, error, loss or distortion in transmission of alerts to you. In case you observe any error in the information provided by us through this facility, you shall immediately inform us and we in turn will make the best possible efforts to rectify the error as soon as possible.

(d) We shall endeavour to provide the facility on a best effort basis and you shall not hold us liable for non-availability of the facility or non-performance by any CSPs or other service providers or any loss or damage caused to you as a result of use of the facility (including relying on the alerts for your investment or business purposes) for causes which are not attributable to us. We shall not be liable in any manner to you in connection with the use of the facility.

(e) You accept that an alert may contain certain account information relating to you. You authorise us to send account related information, though not specifically requested, if we deems that the same is relevant.

(f) You authorise us to send any message such as promotional, greeting or any other message that we may consider appropriate, to you.

20.6 Withdrawal or Termination We may, in its discretion, withdraw temporarily or terminate the facility, either wholly or in part, at any time. We may, without prior notice, suspend the facility at any time during which any maintenance work or repair is required to be carried out or in case of any emergency or for security reasons, which require the suspension of the Facility.

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20.7 Fees We may at its sole discretion revise the charges/fees for use of any or all of the facility, by notice to you. You may at any time discontinue or unsubscribe to the said facility after providing a 30 days notice period to us. You shall be liable for payment of such airtime or other charges which may be levied by the CSP in connection with the receiving of the alerts, as per the terms and conditions of the CSP and we are in no way concerned with the same.

20.8 Disclaimer

(a) We shall make all reasonable efforts to ensure that your personal/account information is kept confidential. We does not warrant the confidentiality or security of the messages whether personal information or account information or otherwise, transmitted through the facility. The transmission of the messages, however, cannot be guaranteed to be completely secure and we will not be liable for loss of any information/instructions/alerts in transmission nor be responsible for security of the transmission.

(b) No information provided through alerts shall be regarded as an offer or invitation by us to buy or sell any goods, products, services or securities nor are such information intended to directly or indirectly offer investment, legal, accounting, tax or financial advice to any party.

(c) We will not be concerned with any dispute between you and the CSP and makes no representation or gives no warranty with respect to the quality of the service provided by the CSP or guarantee for timely delivery or accuracy of the contents of each alert.

20.9 Disclosure You accepts that all information will be transmitted to and/or stored at various locations and be accessed by our personnel. We are authorised to provide any information or details relating to you or your account to the CSPs or any service providers so as to enable them to provide services connected with alerts to you.

20.10 Liability and Indemnity You shall not interfere with or misuse in any manner whatsoever the facility and in the event of any damage due to improper or fraudulent use by you, you shall be liable in damages to us. In consideration of us providing the facility, you agree to indemnify us and keep us safe, harmless and indemnified from and against all actions, claims, demands, proceedings, loss, damages, costs, charges and expenses whatsoever which we may at any time incur, sustain, suffer or be put to as a consequence of or arising out of acting in good faith acting on omitting or refusing to act on any instructions given by use of the facility. You shall indemnify us for unauthorised access by any other person to any information given by you or breach of confidentiality.

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21 HSBC’s Internet Banking Services

21.1 This is a service offered by us through which a registered customer may conduct enquiries or perform transactions on our website. For the scope of service, registration process and detailed terms and conditions, please visit the Internet and self service banking page on our website www.hsbc.co.in

22 HSBC Advance

22.1 We and other members of the HSBC Group in or outside India may offer or vary services and features under HSBC Advance at our discretion from time to time, subject to extant laws/rules/regulations associated with provision of such features by us in India. These services and features may include accounts, services, rewards, benefits and privileges of any nature and which may be provided by us, another member of the HSBC Group or any other person. While we shall endeavour to provide such features on a best effort basis, you shall not hold us liable for non-availability of any such feature.

22.2 International Services provided by HSBC Advance

(a) HSBC Advance customers may be provided global recognition and other International Services (hereinafter referred to as ‘International Services’ provided by HSBC Advance) at select offices of HSBC Group entities worldwide, with a view to render assistance in connection with their banking requirements, while such customers travelling/residing outside India.

(b) To facilitate us and other members of the HSBC Group in considering whether or not you are entitled to enjoy certain features offered by them under International Services provided by HSBC Advance and to enable us and these members of the HSBC Group in providing such features to you where you are eligible to enjoy these features, you fully authorises us and these HSBC members to share all information relating to you and your accounts, including, without limitation, personal data and other credit information maintained with or obtained by us (including those obtained from credit reference agencies) and other members of the HSBC Group. You further authorise us and all members of the HSBC Group to use, store, process, disclose and transfer (whether within or outside the jurisdiction concerned and whether within or outside the HSBC Group) all information relating to you as we shall consider necessary in connection with provision of these features, including, without limitation, information relating to the debts (below defined).

(c) You acknowledge and agree that any such sharing or transfer of information will be on a confidential basis. However, we or HSBC Group offices or other third party service providers, whether located in India or overseas, may disclose information if required or permitted by any law, rule or regulation or at the request of any public or regulatory authority or if such disclosure is required for the purposes of preventing fraud.

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(d) The features offered to you as part of International Services of HSBC Advance by other members of the HSBC Group are at all times subject to you being allocated with and retaining the tier a HSBC Advance with us (or another member of the HSBC Group, if applicable) unless we or another member of the HSBC Group shall determine otherwise. Each of these Features may also be subject to certain terms and conditions stipulated by us and/or the relevant member(s) of the HSBC Group and you agrees to be bound by the same.

(e) Where you avail of such International Services provided by HSBC Advance, you agree and undertake to ensure that the said services are availed in accordance with the laws, rules, regulations and applicable terms and conditions in the country where the said services are availed as well as in India. Without loss of generality of the foregoing, you agree and undertake to ensure that the said services are availed in accordance with FEMA.

(f) International Services provided by HSBC Advance may include certain emergency services, which are extended to you with a view to provide assistance in the event of certain exigencies. Some of these emergency services may be supplied by Visa international, its agents and third party service providers appointed by Visa international. Accordingly, we shall not be liable in any way for any actions, claims, loss, damage or liability of whatever nature arising out of any act or omission of Visa international or any of its agents or of such third party service providers or generally in relation to international services provided by HSBC Advance. Where such services are provided to you, you agree to be bound by the terms and conditions upon which the services provided by Visa international under International Services provided by HSBC Advance are offered and provided.

(g) Where a feature offered by a member of the HSBC Group including us includes the offering of any banking or credit facilities, you understands and agrees that any default by you in respect of one or more of such facilities may result in any or all of these members withdrawing, suspending, cancelling, terminating or varying any or all features offered by them. This may also result in you having to, among other things, pay higher interest rates, fees, charges and costs and no member of the HSBC Group can under any circumstances be held liable or responsible for such increases in interests, fees, charges, costs and expenses incurred by you or any other obligations and liabilities (whether new or added) that you are therefore subject to.

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(h) If you are required by any applicable laws or regulations (including the laws and regulations in the jurisdiction in which it enjoys a feature provided by a member of the HSBC Group) to make any deduction or withholding from any sum payable by you, whether to us or any member of the HSBC Group, then the liability in respect of that deduction or withholding shall be your liability such that after the making of such deduction or withholding, the net payment shall be equal to the amount which we or such other member of the HSBC Group would have received had no such deduction or withholding been made. It shall be your sole responsibility to effect payment of such deduction or withholding to the relevant authority within the applicable time limit and you shall indemnify us and other members of the HSBC Group for all consequences your failure to do so.

(i) Where a member of the HSBC Group other than us offers you a feature under HSBC Advance that is a banking or credit facility, you authorise us and that HSBC Group member to do any of the following if you fail to repay any indebtedness owing by you to that HSBC Group member in connection with such banking or credit facility (in this Clause 3.2.2, ‘Debts’):

(a) to collect the Debts for and on behalf of that HSBC Group member;

(b) to employ collection agents and service providers to collect any Debts and you agree to indemnify us for any related cost incurred to collect the Debts;

(c) for a HSBC Group member, to assign the Debts (in whole or in part) to us at any time, and we may accept assignment of the Debts and exercise our rights (including our set-off rights) in respect of the assigned Debts; and you waive all rights you may have in relation to the assigned Debts in our favour to the extent permitted by the applicable regulations; and

(d) we may accept an assignment of the Debts in our favour and may exercise its right of set-off under these terms and conditions in respect of such Debts assigned to it;

(e) you waives all rights he may have in relation to any assignment of the Debts and the Bank’s rights to exercise its right of set-off against such assigned debts; and

(f) to collect all fees, charges, loss and expenses that we or that HSBC Group member may incur or suffer arising from or in connection with the Debts (including legal fees and other fees, charges and expenses of reasonable amount and reasonably incurred in recovering the Debts);

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(g) You acknowledge and agree that we may at our sole discretion, to the extent permitted by all relevant laws and regulations in India, assign Debts owed by you to us, and/or grant appropriate rights to any HSBC Group entity or third party, for recovery of the amounts due to us.

22.3 Withdrawal of HSBC Advance tier as communicated in para 4.1 of the General Terms: We may withdraw the HSBC Advance tier allocated to you, at our sole discretion and in any case, with immediate effect, upon occurrence of the following events:

(a) Failure to satisfy the eligibility criteria stipulated for HSBC Advance;

(b) Failure to comply with the terms and conditions applicable in respect of HSBC Advance or any of the benefits/facilities available under the said tier of HSBC Advance; or

(c) An event of default under any agreement or commitment (contingent or otherwise) entered into with us or any other HSBC Group entity anywhere in the world (this shall also include any default on credit facilities availed from us or any other HSBC Group entity anywhere in the world); or

(d) You becoming the subject of bankruptcy, insolvency proceedings or proceedings of a similar nature in India or anywhere in the world; or

(e) Demise of the customer; or

(f) Any other cause arising out of operation of law.

(g) Where we or another member of the HSBC Group offer you one or more banking or credit facilities as features under HSBC Advance, you agree that your failure to repay any indebtedness owing by you under a facility may result in:

(i) the withdrawal, suspension, cancellation or variation of any or all of the granted facilities; and

(ii) you having to pay interest at higher interest rates and increased fees, charges, costs and expenses. Neither we nor the other HSBC Group member is liable for the above.

(h) If you are required by any applicable regulations to deduct or withhold an amount from any sum payable by you to us or any other member of the HSBC Group, you should ensure that we or that other HSBC Group member receive a net payment equal to the amount which we or it would have received had no deduction or withholding been made. You are solely responsible for paying the amount deducted or withheld to the relevant authority within the applicable time limit. You indemnify us and that other HSBC Group member for all consequences if you fail to make such payment.

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23 Tariff

23.1 We may impose service fees, facility fees and/or other charges from time to time as we at our sole discretion thinks fit. Such fees and charges shall be as per our prevailing tariff, which is available upon request at any branch of ours and on our website. We reserves the right to effect change in the tariff with prior notice of 30 days.

23.2 We may impose minimum balance requirements for various accounts and may levy a charge if such minimum balance requirement is not met. Such minimum balance requirements and any associated charges shall vary based on your tier.

23.3 You agree that we may use one or more members of the HSBC Group or other third parties to assist us in providing services to you or fulfilling your requirements. These companies may receive remuneration of whatever nature (whether fees, commissions, rebates or other payments) for the services they provide to us. Remuneration may also be payable by us to members of the HSBC Group or other third parties where you have been introduced to us by them. Any such payment will not affect the amount of fees and charges payable by you with respect to services provided by us.

23.4 You shall comply with all applicable laws and regulations in force from time to time in relation to all services contemplated by these terms and conditions. You shall indemnify us from and against all liabilities, losses, costs, expenses and charges (whether on account of taxes, duties, imposts or otherwise) which we may incur as a result of:

(a) providing services to or transacting with you; and/or

(b) a breach of any of these terms and conditions or any applicable laws and regulations by you.

24 Termination of Account; Variation of Terms

24.1 We have the right to suspend or terminate all or any part of the services, any one or more accounts if we are of the opinion that any of the following events occurs or continues, with immediate effect by giving notice to you at any time (except that no notice need be given in the case described in paragraph (f) below):

(a) you fail to pay any amount due and payable by you or perform any other obligations in relation to the services, the account, or if you breach any of the provisions of these terms and conditions or the applicable regulations;

(b) a petition in bankruptcy, winding up or commencement of any analogous proceedings is filed against you;

(c) a legal order or request is binding on the account, any account or any other account or assets maintained or deposited by you with us;

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(d) there is any dispute or proceedings between you with respect to the services, the account or the account; (where any services, any account is provided to two or more persons);

(e) the account is terminated for any reason; or

(f) any other event (including any applicable regulations) which, in our opinion, renders suspension or termination of the services, any account necessary or advisable.

24.2 If all or any part of the services, or any account are suspended or terminated for any reason whether by you or by us, whilst you shall be required to return to the Bank, the ATM card/debit card issued on the account as well as all the unused cheques, we have the right to do any of the following:

(a) cancel any instruction that we have not executed at the time of suspension or termination;

(b) complete any transaction that we have effected on your behalf before suspension or termination; or

(c) exercise any of our rights under Clause 1.9.

24.3 These terms and conditions may, at our sole discretion, be changed from time to time upon giving you prior notice of 30 days by way of display in our premises or by such other method such as letter, statement of accounts, SMS, e-mail, notice board website. If you do not close the account prior to the expiry of the notice period, you shall be deemed to have agreed to such change.

24.4 The termination of an account shall for all purposes terminate the tier and all the features that you enjoy under or in connection with that account as a result of the tier allocation.

24.5 When an account is closed either by you or by us, you shall be required to return to us, the ATM card/Debit card/ATM cum debit card issued on the account as well as all the unused cheques.

24.6 Any request for termination of an account by you shall be required to be signed by all joint accountholders.

24.7 Even after the suspension or termination of all or any part of the services or the account, you remain responsible for performing and discharging any of your obligations or liabilities created or accrued before suspension or termination.

25 Miscellaneous General Provisions

25.1 Interest The payment of interest on accounts and the rate of interest thereon is subject to the directives of the RBI from time to time.

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25.2 Statutory Deductions We shall effect any statutory deductions (such as taxes etc.) by debit to the accounts, without any authorisation from you, from such date and at such rates as may be required as per applicable statutes.

25.3 Collection and recovering of debts: We have the right to employ any person to assist us in collecting and recovering any outstanding or overdue amount owing by you to us, including collection agent or any other service provider.

25.4 Recording In the course of providing the services, we (or any of our agents) may need to (but shall not be obliged to) record any instructions or verbal communications with you by tape, video or other means. We have the right to destroy these recording after such period of time as we consider appropriate.

25.5 Microfilming/Scanning We may destroy any documents relating to the account or the tier or any of the services after microfilming/scanning the same and destroy any microfilm/scanned records after such period of time as it considers prudent.

25.6 Waivers and Remedies No failure or delay by us in exercising any right, power or remedy will operate as a waiver of that right, power or remedy. Nor will any single or partial exercise preclude any other or further exercise of a right, power or remedy. Any right, power or remedy under these terms and conditions is intended to be cumulative and in addition to any other right, power or remedy we have at law or in equity.

25.7 Partial Invalidity If any provision hereof shall be declared or adjudged to be illegal, invalid or unenforceable under any applicable law, such illegality, invalidity or unenforceability shall not affect any of the other provisions hereof, which shall remain in full force, validity and effect.

25.8 Failure beyond Bank’s Control We shall not be liable for any delay or failure in providing any of our equipment or other facilities or services to you to the extent that it is attributable to any cause beyond our reasonable control including any equipment malfunction or failure and under no circumstances shall we be responsible to you or any third party for any indirect or consequential losses arising out of or in connection with such delay or failure.

25.9 Outsourcing and Appointment of Agents We may appoint any agent, service provider or sub-contractor to perform any of its obligations hereunder. We remains entitled to assign/outsource any activities to any agency, whether third party or HSBC Group entities, at its sole discretion, in accordance with RBI guidelines.

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25.10 Assignment by us or by you We may at any time assign or transfer any or all of our rights and obligations to any person without your agreement. You are not allowed to assign or transfer any of your rights or obligations to any person unless with our prior written agreement.

25.11 Loss of seal etc. If you lose any identity document, seal or chop used for giving instructions to us in relation to the services or the accounts, you must immediately notify us in writing. We are not liable to you for effecting any payment or transaction before we actually receive such written notice.

25.12 Mandate We shall be entitled to regard any mandate we hold as being suspended in the event of any dispute between customers or authorised signatories. In addition, we reserve the right to suspend the operation of all or any of your accounts until such time as we consider appropriate if we are of the opinion or has reason to suspect that:

(a) it holds no valid account mandate; or

(b) you (other than acting in the capacity of a trustee) are not the true owner of the credit balances or other assets held in the account(s).

25.13 Minor Accounts An account exclusively in the name of a literate minor may be opened and operated upon by such minor if he/she has completed the age of 10 years. An account may be opened on behalf of a minor of any age, by his/her natural guardian or by a guardian appointed by a court of competent jurisdiction. Upon the minor attaining majority, the right of the guardian to operate the account shall cease and any balance in the account will be deemed to belong exclusively to the hitherto minor who has attained majority, and unless he/she confirms in writing his/her intention to continue the account, further operation of the account shall not be allowed. The Bank may, at its sole discretion, impose reasonable restriction concerning the operation of minor accounts and such restriction may also include non-provision of certain facilities such as ATM cards, debit cards, PhoneBanking, Internet Banking etc. HSBC Advance’s Junior Savings Account* is a minor account in the name of the child under the age of 18 years.

25.14 Business Hours Every branch of the Bank shall indicate the timings on any given business day, during which the branch will undertake banking transactions. Transactions as indicated by us from time to time including transactions such as deposits, withdrawals, transfers, instrument purchases (for example those relating to cash, cheques, pay orders, demand drafts, telegraphic and other transfers, opening of accounts, changes to account title, mode of operation, mandate, replacement of ATM cards), sought after such timings on any business day,

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may, at our sole discretion, be accepted for execution on the next Business day. We shall not be responsible or liable in any manner for and/or on account of so processing and giving effect to the transactions and shall not be responsible for any losses including loss of interest, or for any liability incurred/suffered by you including but not limited to, for return of cheques, arising out of a transaction not being shown as of the actual day of acceptance of the instructions/investments. Instruments, as indicated by us from time to time (for example cheques, demand drafts, pay orders), deposited after the time of clearing on any other day for the day by us in the ordinary course of business, shall be sent for clearing only on the next business day.

25.15 Dormant and Unclaimed Account We have the right to designate the account as ‘dormant’ and restrict or impose conditions for accessing an account if it has been inactive for a period of time set by us. Please refer to us for the applicable periods in respect of the different account types. The applicable periods may vary depending on the account types and we will provide further information upon request. We may designate the account as ‘dormant’ and restrict or impose conditions for accessing the account. Further, current accounts and savings accounts, which have not been operated for a period of two years will be classified as ‘unclaimed’ and will be levied a charge as per our current tariff. Accountholders will be required to be present in person at our branch, with suitable identification to reactivate such unclaimed accounts or to close such account.

25.16 Deposit Insurance Accounts held with us are covered under the deposit insurance scheme offered by Deposit Insurance and Credit Guarantee Corporation of India (DICGC) upto an aggregate value of `1 lakh per depositor.

25.17 Attachment Orders Accounts upon which an attachment order or other legal notice prohibiting operations of the accounts have been received will be blocked and no further operation will be allowed till such time as the prohibition order is removed.

25.18 Nomination Facility

(a) Succession to the amount lying to the credit of the account and/or operation thereof on the death of the person authorised to operate upon the account shall be in accordance with the rules for the purpose prescribed by us from time to time and effective at the date of the claim;

(b) Nomination facility is available for all types of accounts of individuals, single or joint as well as proprietorship concern as per the nomination rules framed under the relevant Act. You are advised to make use of this facility in your own interest.

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25.19 Governing Law These terms and conditions shall be governed by and construed in accordance with the laws of India and courts of Mumbai shall have the exclusive jurisdiction to try and entertain any disputes regarding the aforesaid terms and conditions.

25.20 Tax Representation

(a) Individual accounts: You are responsible for fulfilling any obligation that you may have with respect to the filing of returns or other required documentation in respect of and the payment of all relevant taxes, including, without limitation, all income, capital gains, wealth and estate duties, stamp duties, (plus applicable taxes**). The creation and continued operation of your account and/or the acquisition, holding or disposal of investments or assets in such account, as well as any income, distributions or losses realised in relation to the operation of the account may expose you to tax consequences depending on a number of factors including, but not limited to, your applicable domicile, your place of residence, your citizenship or the type of assets you hold in your account. Certain countries may have tax legislation with extraterritorial effect regardless of your place of domicile, residence or citizenship. The Bank does not provide any legal or tax advice and you should seek legal and/or tax advice from an independent legal and/or tax adviser. You acknowledge and agree that the Bank has no liability in respect of any of your tax obligations and/or any legal and/or tax advice provided to you by third parties.

(b) Non Individual accounts: Customer (and each connected Persons) is responsible for fulfilling its own obligations with respect to the filing of returns or other required documentation in respect of reporting and payment of all relevant taxes, including, without limitation, all income, capital gains, wealth and estate taxes. The creation and continued operation of the account and/or the acquisition, holding or disposal of investments or assets in such account, as well as any income, distributions or losses realised in relation to the operation of the account may expose you (or any Connected Person) to tax consequences depending on a number of factors including, but not limited to, applicable domicile, place of residence, citizenship, place of incorporation or the type of assets held in the account. Certain countries may have tax legislation with extraterritorial effect regardless of place of domicile, residence, citizenship or incorporation. The Bank does not provide any legal or tax advice and you (and each Connected Person) should seek legal and/or tax advice from an independent legal and/or tax adviser. You acknowledge and agree that the Bank has no liability in respect of any of your tax obligations (or those of any Connected Persons) and/or any legal and/or tax advice provided to you by third parties.

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25.21 Documents/Correspondence

(a) Know Your Customer/Due Diligence requirement: In line with the requirements of the Bank’s policy, the Know Your Customer (KYC) documents along with other documentation need to be submitted at the time of opening a new account or as and when requested by the Bank. The Bank reserves a right to allow/restrict operations in a newly opened/existing accounts maintained with the Bank, if the customer is not able to satisfy the due diligence requirements in line with the Bank’s policy.

(b) Undelivered Correspondence: The Bank reserves a right to block transactions/allow operations in a newly opened/existing accounts maintained with the Bank, if the account deliverables/welcome letter/welcome pack/bank correspondences not limited to account statements, etc., are returned undelivered and Bank is unable to contact the accountholder at the address/contact number provided by them at the time of account opening/updated in Bank records.

26 Direct Debit Authorisation

26.1 Where you have set-up a direct debit authorisation on an account, we have the right to cancel the direct debit arrangement without prior notice to you if no debit is made pursuant to that authorisation for a continuous period of at least 30 months, even though that authorisation has not expired (or is not subject to an expiry date) or terminated.

27 Our Right to Decline or Delay Instructions

27.1 For security reasons, we have the right to at anytime without notice delay or not, process any instruction that is not submitted by you in person.

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HSBC India Advance Platinum Debit CardService Guide

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Knowing your HSBC India Advance Platinum Debit CardFront1. Chip: The embedded Chip provides the latest in

security features. The Chip protects your card from fraudulent usage - especially counterfeiting and skimming card frauds.

2. Debit card number: This is your exclusive 16-digit card number. Please quote this number in all communication/correspondence with the Bank.

3. Your name: Only you are authorised to use your HSBC India Advance Platinum Debit Card. Please check if your name has been correctly printed.

4. Electronic usage sign: In case of purchase transactions, the HSBC India Advance Platinum Debit Card can only be used at merchant outlets with Point of Sale (POS) swipe terminals. Please do not use your HSBC India Advance Platinum Debit Card at merchants with ‘paper imprinters’ or for Mail Order/Telephone Order (MOTO) transactions.

5. Valid From (mm/yy) - Expires End (mm/yy): Your HSBC India Advance Platinum Debit Card is valid until the last day of the month of the year indicated on the debit card.

6. Visa electron/Visa logo and hologram: Any merchant establishment displaying this logo should accept your HSBC India Advance Platinum Debit Card.

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8

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Back7. Signature panel: Please sign on this panel immediately on receipt of your HSBC India

Advance Platinum Debit Card with a non-erasable ballpoint pen (preferably in black ink). The signature you will use to sign charge slips at merchant outlets needs to be the same as this signature.

8. Magnetic stripe: Important information pertaining to your HSBC India Advance Platinum Debit Card is encoded here. Please protect your HSBC India Advance Platinum Debit Card from scratching and exposure to magnets and magnetic fields as these can damage the magnetic stripe.

9. Personal Identification Number (ATM PIN): You will receive a confidential ATM PIN for use of your debit card at ATMs and Point of Sale (POS) terminals.

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Important Points • Please check the name on your HSBC India Advance Platinum Debit Card and sign on

the signature panel on the reverse of your HSBC India Advance Platinum Debit Card

• Do remember to begin using this debit card only from its ‘Valid From’ date

• To know more on your debit card usage, please refer to the Frequently Asked Questions (FAQs) hosted in www.hsbc.co.in or call HSBC PhoneBanking for further details. For all debit cards issued on or after 1 December 2013, customers who have opted for domestic usage will not be able to make any overseas transaction including online transactions on international websites

• Please note in absence of usage preference, bank shall issue a debit card with domestic usage only

• To convert the card from domestic usage to international or vice versa, you can call HSBC PhoneBanking numbers or submit a ‘Domestic/International Card Usage Form’ at the nearest HSBC India branch

• You will be required to authenticate your purchases at merchant outlets in India using your 6-digit ATM PIN at the Point of Sale (POS) terminal, in addition to your signing the charge slip to complete the payment. Please contact us in case you need a new ATM PIN to be issued

• Since PIN/signature verification is essential for debit card transactions, you need to be physically present along with your HSBC India Advance Platinum Debit Card at the time of purchase, i.e. the HSBC India Advance Platinum Debit Card cannot be used for Mail Order/Telephone Order (MOTO) transactions

• For your safety, the HSBC India Advance Platinum Debit Card sent to you is inactive. (Please refer to the section ‘Getting started with your HSBC India Advance Platinum Debit Card’ for details on how to activate your card)

• A Personal Identification Number (PIN) will be issued to you separately for using your HSBC India Advance Platinum Debit Card at ATMs and POS terminals

• By using your debit card, you accept the terms and conditions stated in the Cardholder agreement. The terms and conditions are also uploaded on the HSBC India website for Cardholder’s information

• In case you use your HSBC India Advance Platinum Debit Card as a Power of Attorney (POA) holder (on behalf of the accountholder(s), we require you to state ‘POA Holder’ or ‘Constituted Attorney’ below your signature at the time of executing payments at merchant establishments on the charge slip

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• We request you to intimate the Bank in case of change of residency status as per Foreign Exchange Management Act (1999) (FEMA). Please surrender your debit card before proceeding overseas on permanent employment and/or emigrating and/or changing your nationality. Please ensure that use of your debit card in accordance with the relevant Exchange Control Regulation issued and amended by Reserve Bank of India from time to time and adheres with the provisions under FEMA. Any violation will hold you liable for action as per the guidelines of the Act

• If you are receiving an HSBC India Advance Platinum Debit Card on renewal of your existing debit card, then a new ATM PIN will not be issued. Please use your existing ATM PIN for activation of your card

• If you have an existing/earlier issued HSBC India Debit Card linked to any of the accounts which is linked to this HSBC India Advance Platinum Debit Card, it will be deactivated 30 days from the date of this letter. To prevent any misuse, please remember to destroy your earlier debit card by cutting it across the magnetic stripe, once you have used your HSBC India Advance Platinum Debit Card

• You only will be able to access only your primary account at merchant establishments whilst transacting on this debit card

• You can use your HSBC India Advance Platinum Debit Card at HSBC Group ATMs, ATMs affiliated to the Visa network and at Visa merchant outlets worldwide

Please note:

HSBC India Debit Cards linked to Non-Resident Ordinary (NRO) account or Power of Attorney (POA) debit card linked to HSBC India NRE account will have access only to HSBC India ATMs, ATMs affiliated to the Visa network and Visa merchant outlets in India.

Getting Started with your HSBC India Advance Platinum Debit CardActivation • For security reasons, we have sent you an inactive card. You need to activate your card

prior to first usage or for online transactions

• To activate your HSBC India Advance Platinum Debit Card:

1. Use your HSBC India Advance Platinum Debit Card at any Visa ATM in India by entering the ATM PIN. This is applicable only to debit cards linked to HSBC India Resident and/or Non-Resident External (NRE) account.

or

2. Use your debit card at POS terminal that supports Chip and PIN capability. You will need to enter your 6-digit ATM PIN after the merchant dips the debit card at the POS terminal.

or

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3. Make a PIN verified call to HSBC India PhoneBanking to confirm receipt and they will activate your HSBC India Advance Platinum Debit Card. The debit card can also be activated through PIN verified call on the IVR.

• A Personal Identification Number (PIN) will be issued to you separately for using your debit card at ATMs and POS terminals

Please note:

In case your HSBC Debit Card is linked to Non-Resident Ordinary (NRO) account or is a Power of Attorney debit card linked to HSBC India NRE Account, you are requested to use the debit card at any Visa ATM/merchant outlet in India, by entering the ATM PIN issued by HSBC India.

Using your HSBC India Advance Platinum Debit Card at

Merchant establishments• You need to follow these simple steps to make payments at merchant establishments

with your HSBC India Advance Platinum Debit Card:

1. Look for a Visa logo at the merchant establishment. The merchant must have a Point of Sale (POS) swipe terminal.

2. Shop and select the goods you wish to purchase.

3. Present your HSBC India Advance Platinum Debit Card to the merchant at the time of making payment. The merchant will dip the debit card into the card reader at the POS terminal and enter the amount to be paid by you.

4. At the PIN enabled POS outlets, you will be required to enter your ATM PIN on the POS machine.

5. A charge slip is generated from the electronic swipe terminal.

6. Check the amount on the charge slip and sign it. Your signature must match that on the HSBC India Advance Platinum Debit Card.

7. The merchant verifies the signature and returns the HSBC India Advance Platinum Debit Card along with charge slip.

8. After a successful authorisation, a hold for the transaction amount will first be placed on your account. Your account will subsequently be debited for the transacted amount.

9. Please refer to the section titled ‘Important guidelines on international usage’ for details on usage of your HSBC India Advance Platinum Debit Card at merchant establishments located outside India.

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Online usage• Your HSBC India Advance Platinum Debit Card can be used for shopping online at

websites where Visa cards are accepted. Whether it is travel or movie tickets, hotel reservations, shopping for luxuries, paying utility bills or making investments - you can do it safely from the comfort of your home. Your online transactions are secured by 3-D Secure (3DS) technology, which is an added layer of security for online credit and debit card transactions. 3DS was developed to improve the security of online transactions and is offered to customers as the Verified by Visa (VbV) service

• Please note that, you will not be able to transact online other than VbV sites

• To shop online with your HSBC India Advance Platinum Debit Card, you would require to authenticate the transaction using an OTP (One Time Password). The OTP will be automatically sent by our system to your registered mobile number via SMS when you initiate the online transaction. At the VbV authentication screen, you will be required to enter the 6-digit OTP to complete the online transaction

• Please ensure, you have registered your mobile number with the Bank to receive the OTP and authenticate the online transaction

• All merchants in India offering online transaction option on their websites are required to implement two factor authentication as per RBI mandate. Therefore, in case an Indian website does not provide VbV service, the transaction will be declined

• If the website is based abroad and does not provide VbV service, the online transaction will be selectively approved based on the type of purchase transaction and as per HSBC India’s policy

• You are requested to adhere to the terms of usage of your HSBC India Advance Platinum Debit Card while undertaking such online transactions

At ATMs• At an HSBC ATM, you can perform any of the following transactions:

1. Cash withdrawal

2. Balance enquiry

3. Obtain a mini-account statement for your last 8 transactions on your account

4. Transfer funds between HSBC accounts

5. Change ATM PIN

6. Request account statements

7. Request a cheque book

8. Deposit cash/cheque at select ATMs where this facility is available

• At other bank’s ATMs, you can perform any of the following transactions:

1. Cash withdrawal 2. Balance enquiry

Please note:At other banks’ Visa ATMs, you can only access the primary account linked to your HSBC India Advance Platinum Debit Card.

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Your bank account linked to your HSBC India Advance Platinum Debit Card should have appropriate balance to carry out any transactions on your debit card.

No cash withdrawal charges applicable for cash withdrawals at HSBC ATMs overseas1.

Cash wishdrawals at non-HSBC Visa ATMs overseas will attract a transaction fee of `120 per transaction1.

Balance enquiries overseas will attract a transaction fee of `15 per enquiry1. 1The Bank will charge (w.e.f. 20 July 2009), a cross currency conversion mark-up of 3.5% of the value of the transaction (plus applicable taxes**) on all international transactions (ATM and POS) using the HSBC India Advance Platinum Debit Card.

Taxes will be applicable as per prevailing rates. Please refer to the Tariff Sheet on page 92 for further details.

Note: Cardholders who have opted for international usage, will be able to perform the above transactions at international HSBC ATMs.

Privileges on your HSBC India Advance Platinum Debit CardYour HSBC India Advance Platinum Debit Card entitles you to a host of exclusive Platinum privileges:

• 24x7 Concierge service

As a privileged HSBC India Advance Platinum Debit Cardholder, enjoy 24x7 access to a wide range of special assistance services, making your life simpler. To avail of the concierge services from India, just dial 000 117 followed by 866 765 9643. This number is accessible only from a phone which has international dialling facility. This is a toll free number from India and you will not be charged for this call. Please visit www.visaplatinum.com for details of Visa concierge numbers in other countries.

• Lost card liability protection

An exclusive feature that protects you from any financial liability arising from purchase transactions made with your card, for upto 30 days prior to reporting the loss to HSBC India. The maximum liability cover per card is `50,000. Please refer to the terms and conditions of the debit card to know the details of this benefit.

• Transaction limits

For HSBC India Advance Platinum Debit Cardholders, the daily ATM cash withdrawal limit and purchase transaction limit are `200,000 per day, subject to balances held in account.

• Visa Platinum offers

Enjoy Visa Platinum privileges. Visit www.visaplatinum.com for more details and terms and conditions.

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Other Benefits of HSBC India Advance Platinum Debit Card• 24x7 Access to HSBC India PhoneBanking/Customer service

To activate your HSBC India Advance Platinum Debit Card or for any queries regarding your HSBC India Advance Platinum Debit Card, please call the HSBC India PhoneBanking in your city, (refer to the section ‘PhoneBanking numbers’).

• Additional cards

Additional HSBC India Advance Platinum Debit Cards will be issued to joint accountholder(s) of the account, provided the operating instructions for the account are ‘Anyone or Survivor’. Annual fee would apply to each of the additional debit cards applied for. To know how to apply for additional debit cards, please call HSBC India PhoneBanking.

• Effective money management tool

All transactions made with your HSBC India Advance Platinum Debit Card including those of additional cards will reflect, along with relevant details on your bank account statement sent periodically.

International Usage of your HSBC India Advance Platinum Debit Card(Applicable to debit cards issued on Resident and NRE accounts if opted for international usage)

Your HSBC India Advance Platinum Debit Card can be used at Visa ATMs overseas for cash withdrawals and at Visa merchant establishments overseas for purchases. However, it is not valid for making transactions in currencies other than the local currencies of India, Nepal and Bhutan when travelling in Nepal and Bhutan.

To enhance security on your transactions, debit cards issued on or after 1 December 2013 will have an option of international or domestic usage facility. Cardholders who choose domestic usage facility will not be able to carry out the following kinds of transactions -

• POS (Point of Sale) transactions outside India

• E-commerce transactions on international websites

• Transactions at ATMs located outside India

Steps for usage of the debit card will be the same as usage in India. Your transaction will be in foreign currency but your account will be debited in INR. The rate of exchange will be determined by HSBC India.

All international transactions on your HSBC India Advance Platinum Debit Card will be reflected in your bank account statement.

Please note that you will be able to access only your primary account while transacting at Visa ATMs and merchant establishments overseas.

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Important Guidelines on International Usage• All Chip debit cards issued on or after 1 December 2013 will be enabled for domestic

or international usage as per the preference of the Cardholder at the time of debit card application

• In case you use your HSBC India Advance Platinum Debit Card internationally, where the merchant does not have a Chip enabled POS terminal, the magnetic stripe on your debit card is then utilised for that international transaction. A limit of USD 1,000 per transaction will apply subject to the ‘purchase transaction limit’ (as defined in the Tariff Schedule) and available balance on your linked HSBC account

• Cardholders have the option to change the status of their debit cards either to domestic usage or international usage during the life of the card. To convert the card, you can call HSBC PhoneBanking numbers or submit a ‘Domestic/International Card Usage Form’ at the nearest HSBC India Branch

• All expenses including cash withdrawals incurred overseas must be strictly in accordance with the relevant guidelines of the Foreign Exchange Management Act, 1999 (FEMA)

Please note:

The aggregate expenses you incur overseas (i.e. through cash/traveller’s cheques/your bank account/debit card/credit card) should not exceed the limit set by RBI from time to time. For more details on your foreign exchange entitlement, please visit your nearest HSBC Branch or call HSBC India PhoneBanking/Customer Service Representatives in your city.

• Any violation of the exchange control regulations arising out of utilisation of this HSBC India Advance Platinum Debit Card is the responsibility of the individual HSBC India Advance Platinum Debit Cardholder (primary/additional) and he/she shall be liable for action under the provisions of the Foreign Exchange Management Act (FEMA), 1999, and any other regulations in force from time to time

• The onus of ensuring compliance with the regulations is with the holder of the internationally valid HSBC India Advance Platinum Debit Card

• Your account statement reflects both domestic and international debit card transactions. Each international transaction will show the amount in the transaction currency together with the corresponding INR equivalent

• To track your overseas spends in order to ensure that they are within permissible RBI limits, you will have to convert the equivalent INR amount shown on your statement for each overseas transaction to USD, using the day’s telegraphic transfer selling rate, which can be obtained from your authorised dealer

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• All transactions (domestic and international) incurred by your additional debit Cardholders will also be reflected on your account statement. Additional debit Cardholders also must ensure that the expenses they incur overseas are strictly in accordance with the Exchange Control Regulations of the RBI

• In case the debit card is used for both business and personal expenses, the two must be tracked separately to ensure that you comply with both the Basic Travel Quota and Basic Travel Allowance permissible limits

• The Cardholder will intimate HSBC India in case of change of residency status as per FEMA. The Cardholder shall surrender the debit card before proceeding overseas on permanent employment and/or emigrating and/or changing nationality. Please ensure that use of card is in accordance with the relevant Exchange Control Regulations issued and amended by Reserve Bank of India from time to time and adheres with the provisions under the FEMA. Any violation of FEMA will render the Cardholder liable for action thereunder

• In case your debit card is lost/stolen or if you suspect that your debit card has been used fraudulently, call the HSBC India PhoneBanking numbers immediately to report the loss. The Bank will block the card immediately. In case you need your debit card to be re-issued, you can place a request through the HSBC India PhoneBanking numbers

Safeguarding your HSBC India Advance Platinum Debit CardFollowing these simple guidelines will ensure that using your HSBC India Advance Platinum Debit Card is a pleasant experience.

Do’s Don’ts

Treat your debit card like cash and keep it with you always.

Never leave your debit card unattended.

Your debit card is for your exclusive use only.

Never surrender your debit card to anyone other than a designated Bank officer at the HSBC Branch and that too after destroying it.

When you destroy your card upon card expiry or closure of your account, cut it into several pieces through the magnetic stripe.

Never reveal or surrender your ATM PIN to anyone.

Please memorise your ATM Personal Identification Number (PIN) and destroy all physical evidence of the ATM PIN.

Never keep a written copy of your ATM PIN in proximity of your debit card.

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Do’s Don’ts

It is recommended that you change the ATM PIN to a number of your choice as soon as possible and at regular intervals (at least once in three months thereafter).

When transacting at merchant establishments, never sign an incomplete charge slip.

Always ensure that the debit card is used in your presence when transacting at merchant establishments.

Do not use your debit card at merchant establishments that do not possess Point of Sale (POS) swipe terminals.

Promptly notify HSBC India in writing of any changes in your telephone number or mailing address.

Do not use your debit card for making purchases via telephone/mail, on the internet or in any other ‘card not present’ situation.

In case your debit card is lost/stolen or if you suspect that your debit card has been used fraudulently, call HSBC India PhoneBanking immediately to report the loss. The Bank will block the card immediately.

In case you need your debit card re-issued, you can place a request through the contact centre.

HSBC India aims to give you the highest level of service and keep you informed of products and services that may be of interest to you. If you require any assistance or are not satisfied with our services, please call HSBC India PhoneBanking or write to your Branch Manager. Details are available on HSBC India website www.hsbc.co.in

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HSBC India Advance Platinum Debit Card Tariff Sheet

Charges HSBC Advance Account


Annual fee (First year) No charges applicable

Annual fee (Second year onwards) `300 per card issuance

Cash withdrawal and balance enquiry at HSBC ATMs in India


Cash withdrawal at other banks’ ATMs in India


Balance enquiry at other banks’ ATMs in India


Other banks’ ATM cash withdrawals/balance enquiries (outside India)

Cash withdrawal charges - `120 per withdrawal Balance enquiry charges - `15 per enquiry

HSBC Group ATM transactions (outside India)

No cash withdrawal charges applicable (A cross currency conversion markup of 3.5% of transaction value is applicable) Balance enquiry charges - `15 per enquiry

Charge slip retrieval/Charge back processing fee

`225 per retrieval

Duplicate PIN issue for ATM and debit cards


Transactions declined due to insufficient funds at ATM

`25 per transaction No charges applicable



Per transaction limit for cash withdrawal at other banks’ ATMs in India

`10,000

ATM cash withdrawal limit (per day) `200,000

Purchase transaction limit (per day) `200,000

Transfer limits (to accounts linked to or not linked to card) (per day)

`100,000

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Usage of the debit card is governed by applicable terms and conditions and Exchange Control Regulations issued and amended by Reserve Bank of India from time to time and the provisions under the Foreign Exchange Management Act (FEMA), 1999. Please visit www.hsbc.co.in for detailed terms and conditions.

Kindly note that a Cardholder resident in India is notified that collecting and effecting/remitting payments directly/indirectly outside India in any form towards overseas foreign exchange trading through electronic/internet trading portals is prohibited and a Cardholder making such transactions would make himself/herself/themselves liable to be proceeded against with for contravention of the Foreign Exchange Management Act (FEMA), 1999 besides being liable for violation of regulations relating to Know Your Customer (KYC) norms/Anti-Money Laundering (AML) standards.


Please note:

The charges mentioned above are subject to change. HSBC India shall provide a prior notice of one month, in case of any changes to the Tariff Schedule.

Use of debit card at petrol pumps would invite a surcharge of 2.5% of the petrol purchase value or `10 (whichever is higher).

The Bank will charge (w.e.f. 20 July 2009) a cross currency conversion mark-up of 3.5% of the INR value of the transaction (plus applicable taxes**) on all international transactions (ATM and POS) using the HSBC India Advance Platinum Debit Card.

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HSBC India Advance Platinum Debit Card FAQs

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Security Enhancement on HSBC India Debit CardA Secure Debit CardHSBC India Debit Cards are more secure and enabled with the ‘Chip and PIN’ technology. In addition to this, you can restrict usage of the debit card to domestic or international transactions.

You can use your debit card at Point of Sale (POS) terminals that support Chip and PIN capability, by entering your 6-digit ATM PIN after the merchant dips the debit card on the POS terminal.

To learn more about the services you can enjoy and the usage of your HSBC India Debit Card, please read the service guide and Cardholders agreement thoroughly.

1. What is a Chip enabled debit card?

Chip enabled debit card is a more secure debit card with a global security standard in card technology. The embedded Smart Chip better protects your card against fraudulent usage.

2. How does this security feature impact the usage of HSBC India Debit Cards?

At HSBC India, it is our endeavour to offer you secure ways to transact by adopting the latest technology.

Chip cards offer a global security standard in card technology. They contain a micro processor Chip that uses encryption to prevent their contents from being replicated.

The Chip cards from HSBC India are classified as ‘Chip and PIN’ debit cards. These cards offer the safety of Chip cards and incorporate another layer of security in the form of PIN validation. You will be required to authenticate your purchases at merchant establishments in India using your 6-digit ATM PIN at the Point of Sale (POS) terminal.

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3. Do I have to pay for my new HSBC India Debit Card?

No fees will be levied for the HSBC India Debit Card that has been replaced by the Bank. For replacements due to stolen/lost/damaged cards, and new debit card issued, charges will be applicable as per the existing tariff applicable to your debit card.

4. How does this impact my existing HSBC India Debit Card?

In order to offer this enhanced security to our debit Cardholders, HSBC India is in the process of replacing existing debit cards and issuing new debit cards with the Chip facility in the following manner:

a. If the magnetic stripe debit card has been used at ATM/e-commerce and/or purchase transactions overseas, the card will be replaced.

b. On expiry of the existing debit card.

c. On replacement of an existing debit card that has been reported as lost/stolen or damaged.

d. Debit card replacement request received through any of our channels.

5. Do I have to ask for a new PIN for the replaced debit card?

No, the ATM PIN currently valid on your existing HSBC India Debit Card will also be valid for the new debit card issued by HSBC India. In case you don’t know the PIN of your existing debit card, you can call HSBC India PhoneBanking or visit the nearest branch in India and request for a new ATM PIN.

6. Can I continue to use my existing HSBC India Debit Card in case I do not use my new debit card for purchase transactions?

No, if you have an existing/earlier HSBC India Debit Card linked to any of your HSBC India Savings/Current account, it will be deactivated 30 days from the date of the letter dispatched with your debit card. To prevent any misuse, please remember to destroy your earlier debit card across the magnetic stripe, once you have used your new HSBC India Debit Card.

7. How do I activate the New or Replaced HSBC India Debit Card?

The debit card is in an inactive status for security reasons. To activate your card:

a. Use your HSBC India Debit Card at any Visa ATM worldwide, by entering the ATM PIN.

This is applicable only to debit cards linked to HSBC India Resident and/or Non-Resident External (NRE) account.

or

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b. Use your debit card at a POS terminal that supports Chip and PIN capability. You will need to enter your 6-digit ATM PIN after the merchant dips the debit card on a POS terminal.

Please note:

In case your HSBC India Debit Card is linked to a Non-Resident Ordinary (NRO) account or is a Power of Atorney (POA) debit card linked to an HSBC India NRE account, you are requested to use the debit card at any Visa ATM/merchant establishments in India, by entering the ATM PIN issued by HSBC India.

or

c. Make a Telephone Banking PIN verified call to HSBC India PhoneBanking/Customer Service Representative in your city to confirm receipt and they will activate your debit card. The debit card can also be activated through PIN verified call on the IVR.

8. Can I use the HSBC India Debit Card for online transactions as well as at ATMs in India?

Yes, you can use the HSBC India Debit Card for ATM transactions. You can also use it for online transactions at websites in India that accepts Visa debit cards.

9. Can I use the HSBC India Debit Card overseas?

Yes, depending on the debit card usage preference (Domestic/International) and also depending on the capability of the overseas POS terminal, you may be required to validate your purchases using your 6-digit ATM PIN and sign on the charge slip or you will be asked to directly sign the charge slip without ATM PIN validation.

a. All Chip debit cards issued on or after 1 December 2013 will be by enabled for domestic or international usage as per the preference stated by the Cardholder at the time of debit card application.

b. In case Chip debit card is used as a magnetic stripe card internationally (by swiping it at a POS machine) it will be treated as a magnetic stripe card transaction and a limit of USD 1,000 per transaction will thereby apply for international transactions.

c. Cardholders can choose to allow international transactions also on their debit card or vice versa. For this the customer can call HSBC PhoneBanking or submit a ‘Local/International Card Usage Form’ at the nearest HSBC branch.

Also please note that, in some countries Chip cards are not prevalent and not all POS terminals can accept Chip cards. Your card transactions in these countries will revert to using magnetic stripe instead. Such transactions are categorised as ‘fallback transactions’. Fallback transactions may also be initiated by the merchant, in case the POS terminal is unable to read information from the Chip.

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10. Would the HSBC India Debit Card be accepted by all merchants?

Yes, the debit card also has a magnetic stripe to ensure acceptance even at merchants whose POS terminals do not have Chip card capability. Hence, the HSBC India Debit Card can be used at most card accepting merchants in the same way as the magnetic stripe cards are used.

11. I have received a replacement HSBC India Debit Card. Do I need to ask for a new PIN as well?

Your current ATM PIN will continue to work with your replacement HSBC India Debit Card for ATM and purchase transactions. Please contact us in case you need a new ATM PIN to be issued.

Secure Transactions at Merchant Establishments1. What is the enhanced security feature on my HSBC India Debit Card?

We have added another layer of security for your purchase transactions upon usage of your HSBC India Debit Card at electronic Point of Sale (POS) swipe machines, which are kept at merchant establishments. The POS swipe machine at merchant establishments in India will be enabled to accept debit card transactions with ATM PIN. This is in addition to the requirement to sign the charge slip.

If you enter an incorrect ATM PIN, your purchase transaction will be declined. In that case, you may need to provide another card for payment or any other alternative method of payment.

Accordingly, it will be mandatory for you to enter the ATM PIN of your HSBC India Debit Card for purchase transactions at POS terminals at merchant establishments in India.

2. What do I need to do as an HSBC India Debit Cardholder?

To continue to use your HSBC India Debit Card at merchant POS terminals, please ensure that you know your ATM PIN, as the same ATM PIN will be required to validate your purchase transactions at POS terminals. If you have forgotten/do not hold your ATM PIN, please place a request with HSBC PhoneBanking for issuance of new ATM PIN.

3. What are the safety measures I should take while entering my ATM PIN at the POS terminals?

Please remember your ATM PIN and enter it yourself at the POS terminal. Do not reveal the same to merchants or anyone else so as to avoid any misuse of your card.

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4. Is this security feature valid for all international transactions also?

No, this security feature is only valid for domestic purchases. In case of usage of your debit card for POS transactions abroad, you are not required to enter the ATM PIN, unless the POS terminal specifically prompts for ATM PIN entry.

5. Will I need to use my PIN at every merchant establishment?

Effective 30 June 2013, every POS transaction done with your HSBC India Debit Card at a merchant establishment in India will require PIN validation. If the POS terminal does not ask for PIN entry and subsequently the transaction is received by the Bank without ATM PIN, the Bank may decline such transaction since they do not meet the RBI mandate of PIN validation.

6. How do I use my HSBC India Debit Card at merchant establishments?

i. The merchant will dip the debit card into the card reader in the POS terminal and enter the amount to be paid by you.

ii. The POS terminal will ask for your PIN, which will be your 6-digit debit card ATM PIN.

iii. You will be required to enter your ATM PIN on the Point of Sales (POS) machine in addition to signing the charge slip for the purchase transaction to successfully go through.

iv. The merchant hands over the charge slip along with the Chip card.

Please note:

Dip your Chip card at Chip enabled terminals and swipe your Chip card at non-Chip enabled terminals.

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Secure Transactions OnlineYour HSBC India Debit Card can be used for shopping online at websites which accept Visa debit cards. Whether it is travel or movie tickets, hotel reservations, shopping for luxuries, paying utility bills or making investments, you can do it safely from the comfort of your home. Your online transactions are secured by 3-D Secure (3DS) technology, which is an added layer of security for online credit and debit cards transactions. 3DS was developed to improve the security of online transactions and is offered to customers as the HSBC Verified by Visa (VbV) service.

You are requested to adhere to the terms of usage of your HSBC India Debit Card specified in the ‘Terms and Conditions’ section of the service guide while undertaking such online transactions.

1. How do I shop online using my HSBC India Debit Card?

Shopping online with HSBC India Debit Card is simple.

You will first need to ensure that your debit card is activated. (Activation options are listed separately in the FAQs).

When you visit a website to make a purchase online or make a bill payment, please check if the website accepts Visa debit cards for online transaction. We request you to visit the terms and conditions towards the usage of the website prior to undertaking any online transaction. Usually this information is given on the home page or the payment page.

To initiate the online transaction, you will be required to enter the following details on the payment page:

• Card number

• Card expiry date

• Amount

• CVV2 (the 3-digit number printed on the signature panel at the back of the card)

In addition to the above, some websites may ask you to enter the Cardholder’s name.

Next, you will be required to authenticate the transaction by entering the 6-digit OTP (One Time Password).

Please refer the steps below:

a. The OTP will be automatically sent by our system to your registered mobile number via SMS, when you complete entry of the card details on the payment page.

b. The website will open a new window and display a HSBC VbV authentication screen.

c. At the VbV authentication screen, the transaction details (merchant name, amount, last 4 digits of the card number) will be displayed. Please confirm that the details are accurate.

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d. Please enter the 6-digit OTP sent to your registered mobile number to initiate the authentication process.

e. The card details and the authentication results will be processed by our system and subject to correct card details and OTP being entered and account having adequate balance, the transaction will be approved.

f. On transaction approval, the website will display a payment received acknowledgement.

g. A transaction alert will be sent to your registered mobile number confirming the successful transaction.

2. Why is there need for a One Time Password (OTP) to complete an online transaction with the HSBC India Debit Card?

The OTP helps to protect against online fraud. It is a secure way to authenticate that the customer making the online transaction is the rightful owner of the card being used.

3. Will every website require the OTP to be entered for authentication?

No, you will be asked to enter the OTP only if the website supports Visa debit cards for online transactions and supports the VbV authentication protocol. Support for VbV is usually indicated by the following image on the website: Please note that, two factor authentication

is compulsory for online transactions originating from websites/internet merchants in India. The authentication is done using the VbV authentication service as explained above.

In case you initiate an online transaction from an Indian website without VbV authentication, the transaction will be declined.

4. I am using my HSBC India Debit Card at an overseas website, do I need to enter the OTP for authentication?

As explained above, if the website supports the VbV authentication protocol, our system will automatically send you the OTP for authentication at the payment page.

However, if the overseas website does not support VbV authentication, the online transaction will be processed based on the card details without requiring the OTP for authentication. However, please note that not all such transactions will be approved. If the online transaction is prohibited as per Indian regulations or is considered as high risk by HSBC, such transactions will not be approved.

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5. Can I use the same One Time Password (OTP) for multiple transactions?

No, your OTP can be used for single transaction only.

6. What happens if I enter wrong OTP multiple times?

In case of three successive wrong password attempts, your transaction will be declined.

7. If I do not have my mobile phone registered with HSBC India, can I still make an online transaction with my HSBC India Debit Card?

Online transaction requires a One Time Password (OTP) to authenticate your transaction on website which supports VbV authentication protocol. HSBC provides the OTP on your registered mobile number and therefore, absence of a registered mobile number will not allow you to complete the online transaction.

We suggest that you register your mobile number with the Bank so that you are able to receive the OTP for online transaction authentication and also receive transaction alerts. You can call the HSBC PhoneBanking numbers for immediate updation of the mobile number subject to successful verifications.

8. Can the Bank resend the OTP to me due to non-receipt?

The OTP will be sent to your registered mobile number as soon as the online transaction request is received by the Bank from the website. However, due to network issues there could be a delay in receipt of the OTP via SMS. To factor this, the OTP sent to your registered mobile number is valid for 5 minutes. In the event that you do not receive the OTP in 5 minutes, there will be an option provided in the HSBC VbV authentication screen to generate another OTP, which again would be valid for 5 minutes.

9. What should I do if I change my mobile phone number?

As your mobile phone number will be the primary contact for your bank to send you an OTP or SMS alert, you will need to ensure, your new mobile phone number is updated with the Bank at the earliest. Please call HSBC PhoneBanking or use Internet Banking to get your mobile number updated on the Bank’s records.

10. Can I opt out of the OTP authentication service for online transactions?

No, the OTP is mandatory for authentication at websites that accept Visa debit cards and support the VbV protocol.

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11. I have a joint account and both accountholders have an HSBC India Debit Card. Can any of the debit cards be used for online transactions?

Yes, however, please ensure you have updated your mobile number against each of your individual debit card to receive the OTP for completion of VbV authentication during the online transaction.

12. Is there any limit on the number of online transactions on my debit card?

There is no limit on the number of online transactions, provided you have adequate balance in your account. Please note that cumulative value of your online transactions in a day cannot exceed the daily purchase limit on your debit card.

13. Do I have to pay for this service?

No, you do not need to pay for this service.

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HSBC India Advance Platinum Debit Card Terms and Conditions

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HSBC India Advance Platinum Debit Card Terms and Conditions

Terms and Conditions of the HSBC India Advance Platinum Debit CardThe terms and conditions for use of the debit card issued on savings or current accounts held by individuals are as specified in this document and as amended by HSBC India from time to time. The accountholder(s) shall be deemed to have unconditionally agreed to and accepted these terms and conditions by signing the card application form, or acknowledging receipt of the card in writing, or by signing on the reverse of the card, or by performing a transaction with the card or after 10 days have elapsed, since the card was dispatched to the address on record. The accountholder(s) will also continue to remain bound by the terms and conditions of operation of their current/savings accounts with HSBC India.

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Definitions1. ‘HSBC India’ means The Hongkong and Shanghai Banking Corporation Limited, a

company incorporated under the Companies Ordinance of the Hong Kong Special Administrative Region (HKSAR), having its registered office at 1, Queen’s Road Central, Hong Kong Special Administrative Region and its India Corporate Office in India at 52/60, Mahatma Gandhi Road, Mumbai - 400 001. (’HSBC India’ or ‘the Bank’ and includes its successors and assignees).

2. ‘Debit Card’ means, HSBC India Advance Platinum Debit Card or as appropriate, the internationally valid HSBC India Advance Platinum Debit Card issued by HSBC India to a Cardholder.

3. ‘Cardholder’ refers to a person to whom an HSBC India Advance Platinum Debit Card has been issued by HSBC India on an Advance account held with HSBC India. The Cardholder should be either the sole accountholder or in case of joint accounts, the sole signatory or authorised to act alone.

4. ‘Accountholder’ refers to the individual(s) who hold(s) an Advance account with HSBC India, whether in sole capacity or as a joint holder.

5. ’Account(s)’ refers to the savings or current accounts held by individuals and that have been designated by HSBC India to be eligible for the valid operation of HSBC India Advance Platinum Debit Card.

6. ’ATM’ refers to Automated Teller Machines.

7. ‘Authentication’ means validation of an online transaction using the OTP.

8. ‘Chip’ means, Chip embedded in internationally valid HSBC India Debit Card issued by HSBC India to a Cardholder. The embedded Chip provides the latest in security features. In addition to this, Chip card also has a magnetic stripe (magstripe card) to support fallback transactions on the Chip card.

9. ‘Fallback’ refers to the payment transaction effected on the debit card by swiping the card on a Point of Sales (POS) terminal which is not enabled on Chip cards. Such POS transactions are processed based on the information contained in the magnetic stripe of the card, instead of information on the Chip and will be treated as a magnetic stripe card transaction and USD 1,000 per transaction limit will thereby apply on international transactions.

10. ‘Statement’ means a periodic statement of account(s) sent by HSBC India to an accountholder, setting out the transactions (including debit card transactions) carried out in the account during the given period and the balance in such account. It may also include any other information that HSBC India may deem fit to include.

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11. ‘Transaction’ means any permissible instruction given by a Cardholder using the debit card directly or indirectly, to HSBC India, to effect permissible actions in relation to the account (examples of transactions would be cash withdrawals, payments at Point of Sale (POS), cash/cheque deposits, etc.).

12. ‘International Transactions’ refers to all transactions effected by the Cardholder from HSBC India, outside of India, Nepal and Bhutan.

13. ‘Online Transaction’ means purchase or payment transaction at websites.

14. ‘Merchant Establishments’ shall mean establishments wherever located, which honour the debit card and shall include amongst others: stores, shops, restaurants, airline organisations, etc. advertised by HSBC India or Visa international.

15. ‘POS’ refers to Point of Sale swipe terminals that permit the debiting of the demand deposit accounts for purchase transactions at merchant establishments.

16. ‘Dip’ refers to inserting the Chip card at the POS terminal slot/Chip reader for initiating the card payment transaction by processing the information in the Chip.

17. ‘Swipe’ refers to the act of swiping the card in the POS terminal slot/reader for initiating the card payment transaction by processing the information in the magnetic stripe at the back of the card.

18. ‘One Time Password (OTP)’ means any password(s) or other means of authentication as we may specify from time to time, which will facilitate Cardholder for making debit card payments through the internet in a secured manner at merchant establishment.

19. ‘SMS’ refers to Short Message Service which allows the Cardholder to receive text messages sent through a mobile service network.

20. ‘Primary Account’ shall mean, the account from which purchase transactions, charges and fees related to the debit card are debited; in case of multiple accounts linked to the debit card, it refers to the account that has been designated as being the main/first account of operation.

21. ‘Visa’ shall mean a mark owned by Visa international.

22. ’Visa ATM Network’ shall mean ATMs that honour the debit card and that display the Visa or Electron symbols.

23. ‘PIN’ means a Personal Identification Number used in conjunction with a debit card.

24. Local/Domestic usage means the debit card is valid for usage only in India.

25. International usage means the debit card is valid for usage internationally (including India).

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Issue of HSBC India Advance Platinum Debit Card1. The issue and use of debit card shall be subject to RBI regulations and also HSBC’s

terms and conditions, as applicable from time to time.

2. The debit card and the related PIN will be issued in the name of Cardholder, who will be responsible to keep the said debit card under his/her custody.

3. Debit card will be issued to minors above 16 years only, based on/with the parent’s/guardian’s consent and request.

Usage of HSBC India Advance Platinum Debit CardThe Cardholder or in case of joint account, all the accountholders jointly and severally, shall be responsible for all transactions effected by the use of debit card, whether or not the transaction were/are authorised by the Cardholder/accountholder(s) and shall indemnify HSBC India for the loss or damage caused by any unauthorised use of debit card or related PIN, including any penal action arising on account of violation of any RBI guidelines, FEMA or any other law, rules and regulations for the time being in force.

Cardholder’s obligations and card validity1. The Cardholder must sign the debit card immediately upon receipt. The Cardholder

must not permit any other person to use it and should safeguard the debit card from misuse by retaining the debit card under his/her personal control at all times.

2. The Personal Identification Number (PIN) issued to the Cardholder for use along with the debit card or any numbers chosen by the Cardholder as a PIN, are for the use of the Cardholder and are non-transferable and strictly confidential. A written record of the PIN number should not be kept in any form, place or manner that may facilitate its use by another party. The PIN should not be disclosed to any third party, under any circumstances or by any means whether voluntary or otherwise.

3. The account shall be debited with the amount of any withdrawal, transfer and/or any other transactions effected by use of debit card. The Cardholder shall maintain sufficient funds in the account to meet any transactions. The Cardholder shall not be entitled to overdraw the account with HSBC India or withdraw funds by use of debit card in excess of the overdraft limit, if any, agreed with HSBC India.

4. The debit card is valid upto the last date of the month/year indicated on the face of the card. The Cardholder undertakes to destroy the debit card when it expires by cutting it into several pieces. HSBC India reserves the sole right of renewing the debit card on expiry, subject to satisfactory evaluation of the conduct of the account(s). The debit card will be sent to the Cardholder before the expiry of the debit card.

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ATM Usage of HSBC India Advance Platinum Debit Card1. Depending on the usage validity (Domestic/International) as opted for by the

Cardholder at the time of application, the debit cards issued on Resident and NRE accounts are accepted at the HSBC Group ATMs and ATMs of other banks worldwide, which are members of the Visa ATM network.

2. Please note in absence of usage preference, bank shall issue a debit card with domestic usage only.

3. HSBC India Advance Platinum Debit Cards linked to Non-Resident Ordinary (NRO) account or Power of Attorney (POA) debit card linked to HSBC India NRE account will have access only to HSBC India ATMs and ATMs affiliated to the Visa network in India.

4. Cash withdrawals performed by the Cardholder at the HSBC Group/Visa ATMs in countries other than India, will be subject to a cash withdrawal fee, as per the prevailing tariff of charges. The charges will get debited to the customer within a maximum of 60 calendar days from the date of transactions, unless otherwise specified.

5. HSBC India Advance Platinum Debit Cardholders can avail of unlimited free ATM transactions at non-HSBC Visa network ATMs in India.

6. Cash and/or cheques deposited in any ATM by the use of debit card will only be credited to the account after verification by HSBC India, which shall be conclusive and binding for all purposes. The ATM transaction slip issued by the ATM at the time of deposit only represents what the Cardholder purports to have deposited. The deposit amount mentioned on the ATM transaction slip will not be binding on HSBC India. Cheques will be accepted for collection only and proceeds will not be available, until these cheques are released in the account. Similarly, for all cash withdrawals, at an HSBC ATM, any statements issued by the ATM at the time of withdrawal shall be conclusive, unless verified otherwise by HSBC India. Any such verification shall likewise be final and conclusive and this verified amount will be binding on the Cardholder.

7. The availability of ATM service in a country other than that in which the debit card was issued, is governed by the local regulations in force, in such other country. HSBC India shall not be liable if these services are withdrawn without notice thereof.

Merchant Establishment Usage1. The debit card is for electronic use only and will be accepted only at merchant

establishments which have a Point of Sale (POS) swipe terminal. Any usage of debit card for purchases at merchant establishments other than through a POS swipe terminal will be deemed unauthorised and the Cardholder shall be responsible for such transactions.

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2. As a security feature, the debit card issued will be initially inactive for use at merchant establishments. In order to activate the debit card for transactions at merchant establishments, the Cardholder will be required to:

a. Use the debit card at any Visa ATM for a balance enquiry or cash withdrawal transaction.

OR

b. Use the debit card at any POS terminal that supports Chip and PIN capability. Cardholder will need to enter 6-digit ATM PIN after the merchant dips the debit card at the POS terminal.

OR

c. Make a PIN verified call to HSBC India PhoneBanking in the Cardholder’s city to confirm receipt and they will activate the debit card. The debit card can also be activated through PIN verified call on the IVR.

3. Duplicate copies of the charge slip may be furnished by HSBC India upon Cardholder’s request, at an additional charge.

4. For making payments at merchant establishments, the Cardholder may have to enter his 6-digit HSBC ATM PIN in the POS terminal, must sign the charge slip and retain the Cardholder’s copy. Copies of the charge slip may be furnished by HSBC India at an additional charge. A charge slip with the signature of the Cardholder together with proof of successful PIN validation, and the debit card number noted thereon shall be conclusive evidence between HSBC India and the Cardholder as to the extent of liability incurred by the Cardholder. HSBC India shall not be required to ensure that the Cardholder has received/availed of the goods/services to his/her satisfaction. Any charge slip not personally signed by the Cardholder, but which can be proven as being authorised by the Cardholder will also be deemed to be Cardholder’s liability.

5. The debit card is accepted at all electronic merchant establishments in India and overseas which display the Visa Electron logo. HSBC India does not accept any responsibility for any dealings, the merchant establishment may have with the Cardholder, including but not limited to the supply of goods and services. HSBC India makes no representations about the quality of goods and services offered by third parties, providing benefits such as discounts to Cardholder. HSBC India will not be responsible if the service is in any way deficient or otherwise unsatisfactory. Should the Cardholder have any complaint relating to any merchant establishment, the matter should be resolved with the merchant establishment and failure to do so will not relieve the Cardholder from any obligations to HSBC India. HSBC India may, however, try and assist the Cardholder wherever possible. For this, the Cardholder should inform HSBC India of the complaint immediately along with any supporting documents.

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6. The Cardholder will be liable for all costs associated with the collection of dues, legal expenses (should it become necessary to refer the matter to any agent), or where legal resources have been utilised in resolution of a dispute.

7. HSBC India accepts no responsibility for refusal by any merchant establishment to honour the debit card.

8. HSBC India accepts no responsibility for any surcharge levied by any merchant establishment and debited to the account with the transaction amount.

9. A purchase and a subsequent credit for cancellation of goods/services like air/rail tickets, are two separate transactions. The refund will only be credited to the Cardholder’s savings/current account (less cancellation charges) as and when it is received from the merchant establishment. If the credit is not posted to the account within 30 days from the day of refund, the Cardholder should notify HSBC India, along with a copy of credit note from the merchant establishment.

10. In case of debit cards linked to multiple accounts, transactions at merchant establishments will be effected by debit to the primary account. In case this account has insufficient funds to honour such transactions, HSBC India will not honour the transactions even if the necessary funds are available cumulatively or severally, in the other accounts linked to the debit card.

11. Any usage of the card other than electronic use will be considered as unauthorised and the Cardholder will be solely responsible for such transactions unless there is a specific offer by bank to the customer. Electronic usage is construed as the charge slip/transaction slip printed electronically from the POS terminal.

12. The card is operable with the help of the Cardholder’s signature (only in case of card’s issued with Visa) or the PIN and Cardholder’s signature at POS terminals installed at merchant locations depending on the functionality of the POS terminal.

13. HSBC India Advance Platinum Debit Cards linked to Non-Resident Ordinary (NRO) account or Power of Attorney (POA) debit card linked to HSBC India NRE account will have access only to Visa merchant outlets in India.

Usage Online at WebsitesHSBC India Advance Platinum Debit Card can be used for shopping online at websites where Visa cards are accepted.

1. To shop online with HSBC India Advance Platinum Debit Card, the Cardholder would be required to authenticate the transaction using an One Time Password (OTP). The OTP will be automatically sent by HSBC India’s system to the Cardholder’s registered mobile number, via SMS, when the online transaction is initiated.

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2. The Cardholder will be required to enter the 6-digit OTP at the Verified by Visa (VbV) authentication screen to complete the online transaction.

3. Cardholder resident in India are notified that collecting and effecting/remitting payments directly/indirectly outside India in any form towards overseas foreign exchange trading through electronic/internet trading portals is prohibited and Cardholder making such transactions would make himself/herself/themselves liable to be proceeded against with for contravention of the Foreign Exchange Management Act (FEMA), 1999, besides being liable for violation of regulations relating to Know Your Customer (KYC) norms/Anti-Money Laundering (AML) standards.

Terms and Conditions Governing the Use of the One Time Password (OTP) Facility:1. For online transactions where the OTP facility is applicable, the Cardholder is required

to enter an OTP sent to the Cardholder via SMS, on their registered mobile number for authenticating the transaction. HSBC India will not be liable for any merchant’s refusal to accept Cardholder’s card for any payment in absence of OTP authentication, for any reason whatsoever.

2. Cardholders will be responsible for the accuracy of his/her personal details provided by him/her to HSBC India. Cardholders must inform HSBC India immediately of any change in his/her particulars.

3. Cardholders will ensure that his/her mobile phone number is able to receive text messaging both in India and overseas. Cardholders will be responsible for any fee imposed by his/her respective mobile phone service provider.

4. This service is subject to the terms and conditions of the Cardholder’s agreement with his/her mobile phone service provider.

5. Cardholders acknowledge and agree that the sending of any SMS alert by HSBC India and/or its receipt by Cardholders may be delayed or prevented by factor(s) outside of HSBC India’s control.

6. The SMS alert for delivery of the OTP will inform the Cardholder on the validity period of the OTP. This validity period may be changed by HSBC India without prior notice. Please check the validity period in the SMS text prior to transacting online. HSBC India will not be liable for any or all losses, damage, expenses, fees, costs (including legal costs on a full indemnity basis), that may arise, directly or indirectly, in whole or in part, from (a) the non-delivery, the delayed delivery, or the misdirected delivery of an alert; (b) the non-receipt of an alert; (c) inaccurate or incomplete content in an alert; (d) reliance on or use of the information provided in an alert for any purpose; or (e) any third party, whether authorised or not, obtaining Cardholder account information contained in the alert by accessing the Cardholder’s mobile phone.

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7. The Cardholder is fully responsible and liable for all transactions made by using the OTP received by the Cardholder.

8. The Cardholder must not allow any unauthorised access or any other person’s access to the card and OTP used for accessing the OTP facility.

9. The Cardholder must keep the OTP secret at all times and must not disclose it to any person or write it down or record it in a manner that could result in its disclosure or misuse.

10. If the Cardholder discovers that the card details or the OTP may have been used in an unauthorised manner, the Cardholder must notify HSBC India as soon as reasonably practical by calling our PhoneBanking numbers. In certain circumstances, we may also require the Cardholder to make a police report accompanied by any other information we may require.

11. The Cardholders accept that they are responsible for the use of the OTP facility and agree to act prudently and in good faith, including by taking the measures listed below to safeguard the security of the service and the OTP. The Cardholder must also follow HSBC India’s security recommendations (copies of which are provided on HSBC India’s website) and any other issued notices relating to the service from time to time. If the Cardholders fail to observe any such notices and/or responsibilities under these terms, the Cardholders are liable for all claims, losses, liabilities and other consequences arising from or in connection with the use of the service.

12. HSBC India will be entitled to prescribe or amend these terms and conditions including methods for the use of the service, as well as the channel for provision or use of the service, as HSBC India deems appropriate.

13. HSBC India will cease to provide the service:

a. if these terms and conditions are not complied with;

b. if the card account is closed;

c. upon the death or contractual incapacity of the Cardholder;

d. upon written request of the Cardholder;

e. in the event of improper operation of the card account by the Cardholder; or

f. at its own discretion.

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International Usage (For cards issued on Resident and NRE accounts if opted for international usage)1. Use of debit card must be in strict accordance with the Foreign Exchange Management

Act, 1999, and any rules/regulations thereunder (hereinafter referred to as ‘FEMA’). In the event of any failure to comply with the same, the accountholder(s) will be liable jointly and severally for action under FEMA, and may be debarred from holding the debit card issued by HSBC India, either at the instance of HSBC India or the Reserve Bank of India (RBI). The accountholder(s) shall jointly and severally indemnify and hold HSBC India harmless from and against any/all consequences arising from the accountholder not complying with the provisions of FEMA.

2. HSBC India requests the Cardholder to intimate HSBC India, in case of change of residency status as per Foreign Exchange Management Act 1999 (FEMA). Please surrender the debit card before proceeding overseas on permanent employment and/or emigrating and/or changing nationality. Please ensure that use of the debit card is in accordance with the relevant Exchange Control Regulations issued and amended by Reserve Bank of India from time to time and adheres with the provisions under the FEMA. Any violation may hold the Cardholder liable for action as per the guidelines of the Act.

3. The debit card is not valid for foreign currency transactions in Nepal and Bhutan (i.e. in any currency that is not the local currency or the INR).

4. HSBC India shall be under no liability whatsoever in respect of any loss or damage arising directly or indirectly out of the decline of authorisation for any transaction, on account of the Cardholder having exceeded the foreign exchange entitlements as prescribed by the RBI from time to time, on HSBC India becoming aware of such excess.

5. The Cardholder undertakes not to use the debit card to effect payment(s) for any illegal purchases, i.e. purchases of items/services not permitted as per extant laws, rules and regulations (including FEMA).

6. In case of transactions effected in foreign currency using debit card, the Cardholder should promptly contact HSBC India and complete all necessary documentations, as required under FEMA. Necessary RBI approvals should be sought through HSBC India before usage of debit card in excess of the item-wise limits prescribed under FEMA. HSBC India reserves the right to report to RBI any contravention of these requirements.

7. All expenses including cash withdrawals incurred overseas must be strictly in accordance with the Exchange Control Regulations of the Reserve Bank of India (RBI). Please note that the aggregate expenses you incur overseas (i.e. through cash/traveller’s cheques/your bank account/debit card/credit card) should not exceed the limit set by the RBI, as prevailing from time to time.

8. All Chip debit cards issued on or after 1 December 2013 will be enabled for domestic or international usage as per the preference stated by the Cardholder at the time of debit card application.

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9. In case you use your HSBC Debit Card internationally where the merchant does not have a Chip enabled POS terminal, the magnetic stripe on your debit card is then utilised for that international transaction. A limit of USD 1,000 per transaction will apply subject to the ‘purchase transaction limit’ (as defined in the Tariff Schedule) and available balance on your linked HSBC account.

10. Cardholders have the option to change the status of their debit cards either to domestic usage or international usage during the life of the card. To convert the card, you can call HSBC PhoneBanking numbers or submit a ‘Domestic/International Card Usage Form’ at the nearest HSBC India branch.

Fees for HSBC India Advance Platinum Debit Card1. Annual fees for debit card will be debited to the primary account on issuance/renewal

as per the prevailing tariff. These fees are not refundable.

2. Transaction fees for cash withdrawals will be debited to the account at the time of posting the cash withdrawal. Other debit card related charges will be debited to the account, from time to time, as per the prevailing tariff.

3. The current tariff is provided in the relevant debit card user guide and HSBC India shall provide prior notice of at least one (1) month before effecting any revision of the applicable tariff.

4. All charges in foreign currency will be billed to the account in INR. The Cardholder hereby authorises HSBC India and Visa to convert the charges incurred in the foreign currency into Indian Rupee equivalent thereof, at such rate as HSBC India may designate from time to time.

5. The charges will get debited to the customer within a maximum of 60 calendar days from the date of transactions, unless otherwise specified.

Disclosure of Information1. When requested by HSBC India, the Cardholder/accountholder shall provide any

information, records or certificates relating to any matters that HSBC India deems necessary for issuance of a debit card, maintenance thereof, execution of transactions using the debit card, renewal of the debit card or any other purpose related to debit card. The Cardholder/accountholder authorises HSBC India to verify the information furnished by the Cardholder/accountholder whatever means or from whichever source deemed necessary by HSBC India. If such information/data is not provided or if incorrect information/data is provided, HSBC India may at its sole discretion refuse renewal of the debit card or terminate the debit card forthwith.

2. HSBC India reserves the right to disclose customer information to any court of competent jurisdiction, quasi-judicial authorities, law enforcement agencies and any other wing of Central Government or State Government.

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3. HSBC India reserves the right to disclose, in strict confidence, to other institutions, such information concerning the account as may be necessary or appropriate in connection to its participation in any Electronic Fund Transfer network, or as HSBC India may deem necessary for the performance of any obligations, arising out of or in connection with the use or operation of debit card.

4. HSBC India may assign any activities to any third party at its sole discretion and provide details of the account to such third party agencies, for the purpose of back office processing and other activities outsourced as per The Reserve Bank of India guidelines. In this connection, the accountholder(s) understands that HSBC India needs to and so authorises HSBC India to, process, share, store or transmit information about the accountholder, the account and/or the transaction(s), within the HSBC Group or with any institution or any agent or third party used by HSBC India either in India or overseas. HSBC India undertakes that any such processing, sharing, storage or transmission of information will be done on a confidential basis and HSBC India will endeavour to maintain the strict confidentiality of such information within the HSBC Group unless (a) otherwise required or permitted by any applicable law, regulation or request of any public or regulatory authority; or (b) disclosure is required for the purposes of preventing fraud; or (c) HSBC India deems disclosure necessary to provide the debit card facility. The accountholder(s)/Cardholders and HSBC India shall comply with all applicable data protection laws. The accountholder(s)/Cardholders consents to transmission, processing or other handling of personal or other data that is transmitted, processed or otherwise handled, under these terms and conditions, in accordance with the applicable laws. The accountholder/Cardholder further agrees to indemnify and hold HSBC India non-accountable for all costs, penalties, damages and other losses incurred as the result of any breach of this provision.

5. From time to time, HSBC India communicates various features/products/promotional offers which offer significant benefits to its customers and may use the services of third party agencies to do so. The Cardholder/accountholder may avail of the ‘Do Not Call’ service to opt out of such communication.

6. HSBC India reserves the right to report to the RBI, any foreign currency withdrawals/ payments effected using the debit card.

Statements and Records1. The records of debit card transactions will be available on the statement sent by

HSBC India. Such statements shall be mailed to the accountholder on a periodic basis to the mailing address on record. The accountholder/Cardholder can also get a verbal or written record of his/her transactions, at anytime by calling the HSBC India PhoneBanking or utilising the mini statement facility at HSBC ATMs.

2. HSBC India’s record of transactions processed by the use of debit card shall be conclusive and binding for all purposes.

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3. The accountholder is deemed to have received each statement of account for the preceding month, either on actual receipt of the statement of account or 10 days from the date of dispatch by HSBC India (prescribed period). Upon receipt of each statement of account and in any event not more than 30 (thirty) days from the prescribed period mentioned above, the accountholder agrees to immediately notify HSBC India in writing of any errors, omissions, irregularities, including any fraudulent or unauthorised transactions or any other objections the accountholder has to that statement of account. If the accountholder fails to notify HSBC India within 30 (thirty) days, the statement of account and all entries therein, will be conclusive evidence of the correctness of the contents and binding upon the accountholder and/or any person claiming under or through such accountholder without the requirement for any further proof and HSBC India will be released from all its liabilities for any transaction including all charges, damages and losses of any kind whatsoever, taxes, levies, fines, fees or penalties suffered and/or incurred by the accountholder or any person claiming through him, occurring upto the date of the most recent statement of account, except for transactions the accountholder gave notice of in accordance with this section.

4. HSBC India shall make bona fide and reasonable efforts to resolve an aggrieved accountholder’s disagreement with a transaction indicated in the statement or as otherwise determined by the accountholder(s), within two months of receipt of notice of disagreement. If after such effort, HSBC India determines that the transaction is a valid one, the same shall be communicated to the accountholder(s).

Termination of HSBC India Advance Platinum Debit Card1. HSBC India reserves the right to cancel/withdraw or to renew at its discretion, the debit

card or any of the other services offered at anytime by giving a prospective notice of 30 days without assigning any reason.

2. In the event that the accountholder decides to close the account with HSBC India, the debit card issued on such account would automatically stand cancelled. The Cardholder must immediately cease to use the debit card, destroy and return the debit card linked to such account. In case of any outstanding transactions that have not yet been debited to the account, the same will be netted off from the account balance prior to HSBC India returning the funds to the accountholder.

3. In the event that the Cardholder decides to terminate the use of the debit card, the Cardholder shall give HSBC India not less than 7 days’ prior notice in writing and forthwith return to HSBC India, the debit card, cut into several pieces through the magnetic stripe, and obtain a valid receipt thereof. Such termination shall be deemed as a termination of the debit card facility accorded by HSBC India to the Cardholder.

4. The debit card shall be the property of HSBC India and must be returned to HSBC India immediately and unconditionally upon HSBC India’s request. The Cardholder should ensure that the identity of HSBC India’s officer is established before handing over the debit card.

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When the Cardholder destroys the card upon card expiry or closure of the account, it should be cut it into several pieces through the magnetic stripe.

5. HSBC India shall be entitled to terminate the debit card facility with immediate effect and the debit card shall be returned upon the occurrence of any of the following events:

a. Failure to comply with the terms and conditions herein set forth.

b. An event of default under any agreement or commitment (contingent or otherwise) entered into with HSBC India.

c. The accountholder(s) becoming the subject of any bankruptcy, insolvency proceedings or proceedings of a similar nature.

d. Demise of the Cardholder.

e. Closure of account or failure to maintain the minimum average balance in the account.

Other Terms and Conditions of HSBC India Advance Platinum Debit Card1. By using this OTP, the Cardholder will be deemed to have accepted and agreed to

comply with these terms, which shall operate in addition to all other applicable terms, including HSBC India’s applicable data policies, the terms and conditions governing the use of debit card, the terms and conditions governing the use of HSBC India’s website www.hsbc.co.in (which include the website conditions of use) and any security measures provided by HSBC India from time to time for online shopping or the service.

2. The accountholder(s) will promptly notify HSBC India in writing of any change in address and telephone numbers.

3. The Cardholder will receive SMS alerts on the registered mobile number on usage of the debit card for ATM/POS purchase transactions.

4. HSBC India reserves the right to begin charging a fee for such a service by giving one month’s prior notice to the Cardholder.

5. HSBC India reserves the right to add, to delete and/or vary any of these terms and conditions and such changed terms and conditions will be intimated to the Cardholders and also displayed on the HSBC India’s website. Use of the debit card after the date upon which any change to these terms and conditions is to have effect (as specified in HSBC India notice), will constitute acceptance without reservation by the Cardholder of such change. If the Cardholder does not accept any such change, the debit card must be returned to HSBC India, prior to the date upon which such change comes into effect.

6. Any notice hereunder sent by post will be deemed to have been received by the Cardholder, within 7 days from the posting of the notification to the address last given to HSBC India in writing. Publication of changes by any such means mentioned above including updation on website, as HSBC India may consider appropriate will constitute effective notice to the Cardholder thereof.

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7. If a Cardholder, by using the debit card, draws an amount in excess of the balance available or overdraft limit permitted by HSBC India, the Cardholder will pay HSBC India promptly and unconditionally, the entire amount overdrawn with interest and penalties, if any, at a rate equal to the rate of unauthorised overdraft rate available on HSBC India’s website. However, this should not be construed as an agreement; either expressed or implied that HSBC India is bound to grant any overdraft facility whatsoever.

8. HSBC India will not be liable for any failure to provide any service or to perform any obligation thereunder, where such failure is attributable (whether directly or indirectly) to any malfunction of the ATM/POS terminal or the debit card, temporary insufficiency of funds, any dispute or other circumstances beyond its control.

9. Where HSBC India knows of or suspects a breach of security or other suspicious circumstances in respect of or in connection with the operation of one or more of the accounts or in connection with the use of debit card, HSBC India may, in its absolute discretion and without any liability, decline authorisation for any transaction and in that event, HSBC India will, to the extent possible, inform the Cardholder as soon as practicable.

10. HSBC India shall not be liable for any loss or damage, including any consequential or indirect loss or damage, arising from or related to the issue/use/loss of debit card and related PIN, howsoever caused.

11. In addition to these terms and conditions, the usage of debit card shall also be subject to Visa guidelines. The issue and use of debit card shall be subject to extant laws, rules and regulations, Visa guidelines and HSBC’s terms and conditions, as may be in force from time to time. All authorisations and powers conferred on HSBC India are irrevocable. These terms and conditions will be construed in accordance with and governed by the laws of India. All disputes are subject to the exclusive jurisdiction of the courts of Mumbai, irrespective of whether any other court may have concurrent jurisdiction in the matter.

12. In the event, for some reason beyond HSBC India’s control or inadvertently, HSBC India is unable to meet the service levels committed by HSBC India in its dealings with individual customers, the compensation policy as given on www.hsbc.co.in will apply.

13. In case of failed transactions at ATM, the complaint should be lodged at the branches/contact centre in the format displayed at the ATM lobby (or the same can be obtained from the branch).

14 Tax Representation

(a) Individual accounts: You are responsible for fulfilling any obligation that you may have with respect to the filing of returns or other required documentation in respect of and the payment of all relevant taxes, including, without limitation, all income, capital gains, wealth and estate duties, stamp duties, (plus applicable taxes**). The creation and continued operation of your account and/or the acquisition, holding or disposal of investments or assets in such account, as well as any income, distributions or losses realised in relation to the operation of the account may expose you to tax consequences depending on a number of factors including, but not limited to, your applicable domicile, your place of residence, your citizenship or the type of assets you hold in your account. Certain countries may have tax legislation with extraterritorial effect regardless of your place of domicile, residence or citizenship. The Bank does not provide any legal or tax advice and you should seek legal and/or tax advice from an independent legal and/or tax adviser. You acknowledge and agree that the Bank has no liability in respect of any of your tax obligations and/or any legal and/or tax advice provided to you by third parties.

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(b) Non Individual accounts: Customer (and each connected Persons) is responsible for fulfilling its own obligations with respect to the filing of returns or other required documentation in respect of reporting and payment of all relevant taxes, including, without limitation, all income, capital gains, wealth and estate taxes. The creation and continued operation of the account and/or the acquisition, holding or disposal of investments or assets in such account, as well as any income, distributions or losses realised in relation to the operation of the account may expose you (or any Connected Person) to tax consequences depending on a number of factors including, but not limited to, applicable domicile, place of residence, citizenship, place of incorporation or the type of assets held in the account. Certain countries may have tax legislation with extraterritorial effect regardless of place of domicile, residence, citizenship or incorporation. The Bank does not provide any legal or tax advice and you (and each Connected Person) should seek legal and/or tax advice from an independent legal and/or tax adviser. You acknowledge and agree that the Bank has no liability in respect of any of your tax obligations (or those of any Connected Persons) and/or any legal and/or tax advice provided to you by third parties.


15 Documents/Correspondence

(a) Know Your Customer/Due Diligence requirement: In line with the requirements of the Bank’s policy, the Know Your Customer (KYC) documents along with other documentation need to be submitted at the time of opening a new account or as and when requested by the Bank. The Bank reserves a right to allow/restrict operations in a newly opened/existing accounts maintained with the Bank, if the customer is not able to satisfy the due diligence requirements in line with the Bank’s policy.

(b) Undelivered Correspondence: The Bank reserves a right to block transactions/allow operations in a newly opened/existing accounts maintained with the Bank, if the account deliverables/welcome letter/welcome pack/bank correspondences not limited to account statements, etc., are returned undelivered and Bank is unable to contact the accountholder at the address/contact number provided by them at the time of account opening/updated in Bank records.

16 Sanctions clause

The Bank and other members of the HSBC Group are required to and may take any action to meet Compliance Obligations relating to or in connection with the detection, investigation and prevention of Financial Crime (‘Financial Crime Risk Management Activity’) and act in accordance with the laws, regulations and requests of public and regulatory authorities operating in various jurisdictions which relate to Financial Crime. The Bank may take, and may instruct (or be instructed by) any other member of the HSBC Group to take, any action which it or such other member, in its sole and absolute discretion, considers appropriate to take in accordance with all such laws, regulations and requests. Such action may include but is not limited to:

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(a) screening, intercepting and investigating any instruction, communication, drawdown request, application for services, or any payment sent to or by you, or on your behalf;

(b) investigating the source of or intended recipient of funds;

(c) combining Customer Information with other related information in the possession of the HSBC Group, and/or

(d) making further enquiries as to the status of a person or entity, whether they are subject to a sanctions regime, or confirming your identity and status;

(e) share information on a confidential basis with such HSBC Group offices whether located in India or overseas in relation to prevention of Financial Crime.

Exceptionally, our Financial Crime Risk Management Activity may lead to us delaying, blocking or refusing the making or clearing of any payment, the processing of your instructions or application for services or the provision of all or part of the services. To the extent permissible by law, neither we nor any other member of HSBC Group shall be liable to you or any third party in respect of any loss (whether direct or consequential and including, without limitation, loss of profit or interest, however it arose) that was suffered or incurred by you or a third party, caused in whole or in part in connection with the undertaking of Financial Crime Risk Management Activity.

In certain circumstances, the action which the Bank may take may prevent or cause a delay in the processing of certain information. Therefore, neither the Bank nor any member of the HSBC Group warrants that any information on the Bank’s systems relating to any payment messages or other information and communications which are the subject of any action taken pursuant to this clause is accurate, current or up-to-date at the time it is accessed, whilst such action is being taken.

For the purpose of the present clause:

‘Compliance Obligations’ means obligations of the HSBC Group to comply with:

(a) laws or international guidance and internal policies or procedures,

(b) any demand or request from authorities or reporting, disclosure or other obligations under laws, and

(c) laws requiring us to verify the identity of our customers.

‘Financial Crime’ includes money laundering, terrorist financing, bribery, corruption, tax evasion, fraud, evasion of economic or trade sanctions, and/or any acts or attempts to circumvent or violate any laws relating to these matters.

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HSBC India Advance Platinum Debit Card Lost Card Liability Protection - Terms and Conditions1. In case of loss or theft, the Cardholder gets benefit of Lost card liability protection against

fraudulent purchase transactions for losses occurring on account of loss of debit card for upto 30 days prior to reporting the loss of debit card to HSBC India. The benefit is subject to the following terms and conditions: The loss or theft of the debit card should be reported to HSBC India Advance PhoneBanking immediately. Although loss or theft may be reported by any means, the HSBC India Advance Platinum Debit Cardholder (hereinafter referred to as ‘Cardholder’) must confirm the same in writing to HSBC India as soon as possible. Lost card liability protection is applicable only on fraudulent Point of Sale (POS) transactions and not on ATM transactions. This feature is not applicable to frauds related to delivery of cards. The Lost card liability protection offering is valid for all Point of Sale transactions carried out on HSBC India Advance Platinum Debit Cards and reported after 15 June 2009. In case of unsigned card (signature not present on reverse of card), Lost card liability protection will not be applicable, and the Cardholder will be liable for the transaction. The liability per card is restricted to a maximum of `50,000 and for losses upto a maximum of 30 days prior to reporting the loss of debit card to HSBC India. Cardholder will receive the credit, within 25 working days of receipt of required documents by HSBC India.

2. Documents required to be submitted:a. Claim form.

b. Dispute letter with list of disputed transactions (Date, Name of Merchant, Amount).

c. FIR/Police complaint.

d. Passport copy (in case of international transaction dispute).

e. Cardholder must submit the required documents to nearest HSBC branch within 15 days of reporting the loss to HSBC India.

3. The number of claims is restricted to a maximum of one claim per account in the calendar year. HSBC India reserves the right to reject the claim if similar claim has already been made on the card earlier during the same calendar year. Claims under Lost card liability protection to be accepted and processed, the Cardholder should have carried out at least 1 purchase transaction using the debit card, within 3 months prior to the date of the disputed purchase transaction. On receipt of communication regarding lost or stolen debit card along with the requisite documents, HSBC India is authorised to conduct its own investigation in respect of such lost or stolen card. If such investigation reveals any direct or indirect involvement of the Cardholder or Cardholder’s relatives or employees or colluding with third parties, HSBC India is authorised to take appropriate action against the Cardholder in addition to refusing to extend the benefit of Lost card liability protection to the Cardholder. The findings and the decision of HSBC India in case of any dispute shall be final and binding on the Cardholder. HSBC India reserves its absolute right to withdraw or alter any of the terms and conditions of this feature at any point in time, with prospective notice of 30 days to the Cardholder(s) if required by the extant rules and regulations, without assigning any reason.

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Code of Bank’s Commitment to Customers

January 2014

Banking Codes and Standards Board of Indiawww.bcsbi.org

Banking C

odes and Standards B

oard of India

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This is a Code of Customer Rights, which sets minimum standards of banking practices member banks have to follow while they deal with individual customers. It provides protection to customers and explains how banks are expected to deal with customers in their day-to-day operations.

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1 IntroductionThis is a Code of Customer Rights, which sets minimum standards of banking practices member banks have to follow while they deal with individual customers. It provides protection to customers and explains how banks are expected to deal with customers in their day-to-day operations.

The Code does not replace or supersede regulatory or supervisor instructions of the Reserve Bank of India (RBI) and we will comply with such instructions/directions issued by RBI from time to time. Provisions of the Code may have set higher standards than those prescribed in the regulatory instructions and such higher standards will prevail as the Code represents best practices voluntarily agreed to by us as our commitment to you.

We will endeavour to adopt higher standards of banking practices to extend better customer service and achieve higher levels of customer satisfaction.

In the Code, ‘you’ denotes the customer and ‘we’/‘us’, the Bank, the customer deals with.

1.1 Objectives of the Code

The Code has been developed to:

a. promote good and fair banking practices by setting minimum standards in our dealings with you;

b. increase transparency so that you can have a better understanding of what you can reasonably expect from us;

c. encourage market forces, through competition, to achieve higher operating standards;

d. promote a fair and cordial relationship between you and your bank;

e. foster confidence in the banking system.

The standards of the Code are covered by the key commitments in Section 2.

1.2 Application of the Code

This Code applies to all the products and services listed below, whether they are provided by our branches or agents acting on our behalf, whether across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method. However, all products discussed here may or may not be offered by us.

a. Current accounts, savings accounts, term deposits, recurring deposits, PPF accounts and all other deposit accounts;

b. Payment services such as pension, payment orders, remittances by way of demand drafts, wire transfers and all electronic transactions e.g. RTGS, NEFT;

c. Banking services related to Government transactions;

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d. Demat accounts, equity, Government bonds;

e. Indian currency notes/coins exchange facility;

f. Collection of cheques, safe custody services, safe deposit locker facility;

g. Loans, overdrafts and guarantees;

h. Foreign exchange services including money changing;

i. Third party insurance and investment products marketed through our branches and/or our authorised representatives or agents;

j. Card products including credit cards, debits cards, ATM cards, smart cards and services (including credit cards offered by our subsidiaries/companies promoted by us).

The meanings of keywords appearing in bold black have been given in the Glossary.

2 Key Commitments2.1 Our key commitments to you

2.1.1 To act fairly and reasonably in all our dealings with you by:

a. Providing minimum banking facilities of receipt and payment of cash/cheques, etc. at the Bank’s counter.

b. Meeting the commitments and standards set in this Code, for the products and services we offer, and in the procedures and practices we follow.

c. Making sure our products and services meet relevant laws and regulations in letter and spirit and are appropriate to your needs.

d. Ensuring that our dealings with you rest on ethical principles of integrity and transparency.

e. Operating secure and reliable banking and payment systems.

2.1.2 To help you to understand how our financial products and services work by:

a. Giving you information about them in any one or more of the following languages - Hindi, English or the appropriate local language.

b. Ensuring that our advertising and promotional literature is clear and not misleading.

c. Ensuring that you are given clear information about our products and services, the terms and conditions and the interest rates/service charges, which apply to them.

d. Giving you information on the facilities provided to you and how you can avail of these and whom and how you may contact for addressing your queries.

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2.1.3 To help you use your account or service by:

a. Providing you regular appropriate updates.

b. Keeping you informed about changes in the interest rates, charges or terms and conditions.

c. Displaying in our branches, for your information

i. Services we provide.

ii. Minimum balance requirement, if any, for Savings Bank Accounts and Current Accounts and the charges for non-maintenance thereof.

iii. Name of the official at the branch whom you may approach if you have a grievance.

iv. Name and address of the Regional/Zonal Manager/Principal Nodal Officer (PNO) whom you can approach if your grievance is not redressed at the branch.

v. Name and contact details of the Banking Ombudsman under whose jurisdiction the branch falls.

vi. Information available in booklet form.

d. Displaying on our website our policies on

i. Deposits.

ii. Cheque Collection.

iii. Grievance Redressal.

iv. Compensation.

v. Collection of Dues and Security Repossession.

2.1.4 To deal quickly and sympathetically with things that go wrong by:

a. Correcting mistakes promptly and cancelling any bank charges that we apply by mistake and compensate you for any financial loss you may have incurred due to our mistake, in terms of our compensation policy.

b. Handling your complaints promptly.

c. Telling you how to take your complaint forward if you are still not satisfied.

d. Providing suitable alternative avenues to alleviate problems arising out of technological failures.

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2.1.5 To treat all your personal information as private and confidential

We will treat all your personal information as private and confidential subject to matters mentioned in para no. 5 below.

2.1.6 To publicise the Code:

We will

a. provide you with a copy of the Code when you open an account with us and otherwise on request.

b. make available this Code at every branch and on our website.

c. ensure that our staff are trained to provide relevant information about the Code and to effectively put the Code into practice.

d. take other steps to increase awareness of the customers about the Code and its provisions.

2.1.7 To adopt and practice a non-discrimination policy

We will not discriminate you on the basis of age, race, gender, marital status, religion, disability or financial status.

3 Information - TransparencyYou can get information on interest rates, fees and charges through any one or more of the following:

a. Notice Board in our branches.

b. Contacting our branches or helplines.

c. Our website.

d. Asking our designated staff/help desk.

e. Referring to the Tariff Schedule at our branches/on our website.

3.1 General information

We will:

a. give you information on the types of products and services we offer and those that may suit your needs.

b. prominently display in bilingual/trilingual at all our branches the documents required for opening Basic Savings Bank Deposit Accounts. We will also display the relaxed requirements for opening ‘Small Accounts’.

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c. give you clear information explaining the key features of the services and products you tell us you are interested in, including applicable interest rates, fees and charges.

d. tell you the different channels through which our products and services may be availed e.g. branches, ATMs, phone, Net banking and tell you how to find out more about them.

e. tell you what information we need from you to prove your identity and address, for us to comply with legal, regulatory and internal policy requirements.

f. give you information on your rights and responsibilities especially regarding availing of nomination facility offered on all deposit accounts, articles in safe custody and safe deposit lockers.

3.2 ‘Do Not Call’ service

We will not transmit to you any unsolicited commercial information regarding our products and services, through telephone calls/SMSes/e-mails, if you have registered with the ‘Do Not Call Registry’ of our bank. or with the ‘National Do Not Call Registry’ directly or through your service provider. However, this will not apply to receipt of information regarding your account statements and other important advices and information including alerts relating to transactions on your account as also the products and services you are currently availing.

3.3 Interest rates

We will give you information on:

a. the interest rates which apply to your deposit and loan accounts.

b. in case of loans at fixed rate of interest, details of interest reset clause, if any, in the loan agreement and the effective date thereof.

c. in case of loans at floating rate of interest, the reference rate to which your floating rate will be linked and the premium or discount applied to the reference rate for determining the actual rate of interest on your loan.

d. whether you have the option for converting your loan from fixed rate to floating rate and vice versa and, if so, the charges therefor.

e. periodicity at which we pay interest on your deposits or charge interest on your loan accounts.

f. how we apply interest to your deposit and loan accounts and how we calculate interest thereon.

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3.3.1 Changes in interest rates

We will inform you of changes in interest rates on our loan products and changes in the reference rate to which the floating rate of interest is linked within a fortnight of the decision by any of the following means:

i. Letter

ii. e-mail

iii. SMS

We will also display this information on the Notice Boards in our branches as also on our website.

3.4 Tariff Schedule

3.4.1 Fees and charges

a. We will ensure that our fees and service charges for various services are approved by the Bank’s Board or any competent authority duly authorised by the Board to take decisions in this regard and that they would be reasonable and non-discriminatory for similar class of customers.

b. We will place our Tariff Schedule on our website and make a copy available at every branch for your perusal. We will display in our branches a notice about the availability of the Tariff Schedule at the branch.

c. We will give you details in our Tariff Schedule of any charges applicable to the products and services chosen by you.

d. We will also provide you information about the penalties leviable in case of non-observance/violation of any of the terms and conditions governing the product/ services chosen by you.

3.4.2 Changes in fees and charges

If we increase any fee or charge or introduce a new fee or charge, it will be notified through statements of accounts/e-mail/SMS alerts/notice board at branches, one month prior to the revised charges becoming effective. This information will also be made available on our website.

3.5 Terms and conditions

a. We will advise you the relevant terms and conditions for the products/services you have asked us to provide.

b. All terms and conditions will be fair and will set out the respective rights, liabilities and obligations clearly and as far as possible in plain and simple language.

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3.5.1 Changes to terms and conditions

a. We will tell you of changes in terms and conditions through any one or more of the following channels one month prior to the revised terms and conditions becoming effective:

i. Letter

ii. Statements of account

iii. SMSes

iv. e-mail

This information will also be made available on the Notice Boards in our branches and our website.

b. Normally, changes will be made with prospective effect giving notice of one month.

c. If we have made any change without notice, we will notify the change within 30 days. If such change is to your disadvantage, you may within 60 days of the notice, close your account or switch to any other eligible account without having to pay revised charge or interest.

d. We will immediately update, on our website, any changes in the terms and conditions. We will give you, on request, a copy of the new terms and conditions.

4 Advertising, Marketing and Salesa. We will make sure that all our advertising and promotional material is clear, and not

misleading.

b. In any advertisement and promotional literature that draws attention to a banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and full details of the relevant terms and conditions will be made available on request.

c. If we avail of the services of third parties for providing support services, we will require that they handle your personal information (if available to such third parties) with the same degree of confidentiality and security as we would.

d. We may, from time to time, communicate to you various features of our products availed by you by e-mail, SMS or over the telephone. Information about our other products or promotional offers in respect of our products/services will be conveyed to you only if you have not registered for the ‘Do Not Call’ facility.

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e. We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose services we may avail to market our products/services which, amongst other matters, requires them to identify themselves as only selling agents of our bank when they approach you for selling our products personally or through phone. We will ensure that any third party or agent acting on our behalf or selling our product complies with the code of conduct.

f. In the event of receipt of any complaint from you that our representative/courier or DSA has engaged in any improper conduct or acted in violation of this Code, we shall take appropriate steps to investigate and to handle the complaint and to make good the loss as per our compensation policy.

g. We will ensure that any third party or agent acting on our behalf or selling our product discloses the fee or commission they are paid upon completion of the sale.

5 Privacy and Confidentialitya. We will treat all your personal information as private and confidential (even when

you are no longer a customer), and shall be guided by the following principles and policies.

b. We will not reveal information or data relating to your accounts, whether provided by you or otherwise, to anyone, including other companies/entities in our group, other than in the following exceptional cases:

i. If we have to give the information by law or if required by the banking regulator.

ii. If there is a duty towards the public to reveal the information.

iii. If our interests require us to give the information (for example, to prevent fraud) but we will not use this as a reason for giving information about you or your accounts (including your name and address) to anyone else, including other companies in our group, for marketing purposes.

iv. If you authorise us to reveal the information.

v. If we are asked to give a banker’s reference about you, we will need your written permission before we give it.

c. We will not use your personal information for marketing purposes by anyone including ourselves unless you specifically authorise us to do so.

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5.1 Credit Information Companies

When you apply for a credit facility:

a. We will explain to you the role of Credit Information Companies (CICs) as also the checks we may make with them and the effect that the information they provide can have on your ability to get credit.

b. We will on request, and on payment of prescribed fee, furnish you a copy of the credit information obtained by us from the CIC.

c. We will provide information about credit availed from us to the CIC at periodic intervals.

d. Information reported to CIC will also include personal debts you owe us when

i. You have fallen behind with your payments.

ii. The amount owed is in dispute.

e. If your loan account has been in default, but thereafter regularised, we will update this information with the CIC in the next report.

f. We will, on request, inform you of the details of the CIC(s) to which we submit information regarding the credit/loan facility you have availed from us.

6 Collection of Duesa. Whenever we give loans, we will explain to you the repayment schedule, viz.

amount, tenure and periodicity of repayment. However, if you do not adhere to repayment schedule, a defined process in accordance with the laws of the land will be followed for recovery of dues.

b. We will have a Board approved policy for Collection of Dues and Security Repossession as also appointment of Recovery Agents.

c. All relevant laws, regulations, guidelines and conditions of approval, licensing or registration will be taken into account when appointing Recovery Agents.

d. We will ensure that our Recovery Agents are properly trained to handle their responsibilities with care and sensitivity. We will also ensure that they do not exceed their brief.

e. Our collection policy is built on courtesy, fair treatment and persuasion. We believe in fostering customer confidence and long-term relationship.

f. We will provide you with all the information regarding your dues and will endeavour to give sufficient notice for payment of dues.

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g. We will have a system of checks before passing on a default case to recovery agencies so that you are not harassed on account of lapses on our part.

h. We will write to you when we initiate recovery proceedings against you and will inform you of the name of the Recovery Agency/agent, to whom your case has been assigned as also their address and telephone numbers.

i. We will provide details of the Recovery Agency firms/companies engaged by us on our website.

j. We will also make available, on request, details of the Recovery Agency firms/companies relevant to you at our branches.

k. Our staff or any person authorised to represent us in collection of dues or/and security repossession will identify himself/herself and produce the authority letter issued by us and upon request show you his/her identity card issued by the Bank or under authority of the Bank.

l. All the members of our staff or any person authorised to represent us in collection or/and security repossession would follow the guidelines set out below:

i. You would be contacted ordinarily at the place of your choice and in the absence of any specified place at the place of your residence and if unavailable at your residence, at the place of business/occupation.

ii. Identity and authority to represent would be made known to you.

iii. Your privacy would be respected.

iv. Interaction with you would be in a civil manner.

v. Normally our representatives will contact you between 07:00 hours and 19:00 hours, unless the special circumstances of your business or occupation require otherwise.

vi. Your requests to avoid calls at a particular time or at a particular place would be honoured as far as possible.

vii. Time and number of calls and contents of conversation would be documented.

viii. All assistance would be given to resolve disputes or differences regarding dues in a mutually acceptable and in an orderly manner.

ix. During visits to your place for dues collection, decency and decorum would be maintained. Our officials/agents will not resort to intimidation or harassment of any kind, either verbal or physical against any person, including acts intended to humiliate publicly or intrude the privacy of your family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.

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However, it is your responsibility to keep updating your contact details. In case the Bank is unable to contact you on the details provided, the Bank will access information available from public sources and approach your friends /relatives to trace you.

x. Inappropriate occasions such as bereavement in the family or other important family functions like marriages would be avoided for making calls/visits to collect dues.

xi. We will investigate any complaint from you about unfair practices of our recovery agents.

6.1 Collection of dues and security repossession policy

We will follow collection of dues and security repossession policy in consonance with the law. The policy will be displayed on our website and a copy of the same will be made available at our branches for perusal.

7 Complaints, Grievances and Feedback7.1 Internal procedures

a. If you want to make a complaint, we will tell you:

i. How to do so.

ii. Where a complaint can be made.

iii. To whom a complaint can be made.

iv. When to expect a reply.

v. Whom to approach for redressal.

vi. What to do if you are not satisfied about the outcome.

b. Our staff will help you with any questions you have.

c. We will tell you where to find details of our procedure for handling complaints fairly and quickly.

d. We will display the name of the official at the branch whom you may approach if you have a grievance. If your complaint is unresolved at the branch level, you may approach our Regional/Zonal Manager/Principal Nodal Officer (PNO) at the address displayed at the branch.

e. If your complaint has been received in writing, we will endeavour to send you an acknowledgement/a response within a week. If your complaint is relayed over phone at our designated telephone helpdesk or customer service number, we shall provide you a complaint reference number and keep you informed of the progress within a reasonable period of time.

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f. After examining the matter, we will send you our final response or explain why we need more time to respond and shall endeavour to do so within 30 days of receipt of your complaint and will tell you how to take your complaint further if you are still not satisfied.

g. Within 30 days of lodging a complaint with us, if you do not get a satisfactory response from us and you wish to pursue other avenues for redressal of grievances, you may approach Banking Ombudsman appointed by Reserve Bank of India under the Banking Ombudsman Scheme. Our staff would explain the procedure in this regard.

7.2 Banking Ombudsman Scheme

We will display the Banking Ombudsman Scheme on our website. A copy will be made available on request at a nominal charge. We will display at our branches the name and contact details of the Banking Ombudsman under whose jurisdiction the branch falls.

7.3 Customers’ meetings

We shall endeavour to organise meetings of customers at periodic intervals as a regular channel for exchange of ideas and suggestions.

7.4 Branch Level Customer Service Committee meetings

We will display in our branches the date of our monthly Branch Level Customer Service Committee meeting, which you may attend, if you so desire.

8 Products and Services8.1 Deposit accounts

a. You may open different types of accounts with us such as, savings accounts, term deposits, current accounts, etc. with us. You may open such accounts in the following styles:

i. Single

ii. Joint

iii. Joint (Either or Survivor)

iv. Joint (Former or Survivor)

v. Joint (Latter or Survivor);

or

vi. In any other style.

b. We will make available ‘Basic Savings Bank Deposit Account’ (BSBD Account) to all customers, without the requirement of any minimum balance. We will offer/provide minimum common facilities, without any charges. The relevant details will be made known to you in a transparent manner at the time of opening of the account.

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c. The above accounts may be opened by you with nomination facility, wherever permissible. We will include, in the account opening form, the option for nomination as also the option for indicating the name of the nominee in passbooks/account statements/FDRs. We will explain the implications of the foregoing accounts as also the nomination facilities at the time of opening of the account.

d. We will acknowledge the receipt of your nomination details and record the fact of nomination on the passbook/account statement/FDRs. At your request, we will also indicate the name of the nominee thereon.

e. We will also inform you about liquid deposit facility, sweep account and similar types of products offered by us and their implications and procedures involved, at the time of opening of account.

8.1.1 Account opening and operation of deposit accounts

Before opening any deposit account, we will:

a. carry out due diligence as required under ‘Know Your Customer’ (KYC) guidelines.

b. ask you to submit or provide necessary documents or proofs to do so.

c. obtain only such information to meet with our KYC, Prevention of Money Laundering or any other statutory requirements. In case any additional information is asked for, it will be sought separately and we will explain the reason for obtaining such additional information. Providing such information will be voluntary, unless required by law. The information will be kept confidential, unless required by law enforcing agency/banking regulator.

d. provide the account opening forms which will contain details of essential information required to be furnished and documents to be produced for verification and/or for record for meeting the KYC requirements.

e. require you to submit documents in respect of KYC at periodic intervals to enable us to update our records as required.

f. explain the procedural formalities and provide necessary clarifications sought by you while opening a deposit account.

g. give you the Most Important Terms and Conditions (MITC) governing the deposit facility you have sought to avail.

h. at the time of opening of the account, make available to you the details of the insurance cover in force under the insurance scheme, subject to certain limits and conditions offered by the Deposit Insurance and Credit Guarantee Corporation of India (DICGC).

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8.1.2 Changing your account

a. If you are not happy about your choice of current/savings account, you may within 14 days of making your first payment into the account, approach us to switch to any of our other accounts.

Alternatively, you may ask for refund of the amount which will be given back to you with any interest it may have earned. We will ignore any notice period and any extra charges.

b. If you decide to close your current/savings account, we will do so within 3 working days of receiving your instructions, subject to your completing all formalities and submitting all required documents.

c. If you want to transfer your account to another branch of our bank, we will do so. On receiving your request, we will transfer the account to the transferee branch within 3 (three) working days without insisting on fresh proof of address and on the basis of a self-declaration from you giving your current address. You will have to submit documentary proof of this address within a period of six months. We will intimate you as soon as the account is operationalised. The new branch will be provided with information on your existing standing instructions/direct debits, if any.

8.1.3 Savings/Current accounts

When you open a deposit account, we will:

a. inform you about number of transactions, cash withdrawals, etc., that can be done free of charge in a given period;

b. inform you about the kind of charges, if any, in case of exceeding such limits. Details of the charges will be included in the Tariff Schedule;

c. inform you of the rate at which interest is paid on your savings deposits, how it is calculated and the periodicity of its payment.

8.1.3.1 Minimum balance

a. The minimum balance to be maintained in the savings bank account will be displayed in our branches.

b. For deposit products like savings bank account and current account or any other type of deposit account, we will inform you:

i. about the minimum balance to be maintained as part of terms and conditions governing operation of such accounts;

ii. about charges which will be levied, in case of failure to maintain the minimum balance in the account by you. Details of the charges will be included in the Tariff Schedule;

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iii. 30 days in advance, of any change in minimum balance to be maintained. During this notice period, we will not charge you for non-maintenance of such higher minimum balance prescribed.

8.1.3.2 Charges

Specific charges for issue of cheque books, additional/duplicate statement of accounts, duplicate passbook, copies of paid cheques, folio charges, debit card, ATM card, verification of signature, return of cheque, change in mandate or style of account, closure of savings bank/current accounts, etc., will be included in our Tariff Schedule. Concessions or relief given will not be withdrawn during the original validity period of the concession/relief.

8.1.3.3 Passbook/statements

a. To help you manage your account and check entries in it, we will provide you with a monthly statement/e-mail statement (subject to your acceptance) of account, unless you have opted for a passbook.

b. You can ask us to provide you with account statements more often than is normally available on your type of account, at a charge. This charge will be indicated in the Tariff Schedule.

c. We will indicate our MICR Code and IFS Code in passbooks and statements of accounts.

d. We will make available the customer care number of the Bank/contact number of the branch in passbooks and statements of accounts.

e. We will ensure that entries in your passbook/statements are brief, informative and intelligible.

8.1.3.4 Upgradation of deposit accounts

In case your account meets the terms for upgradation, we will upgrade your account only after obtaining your consent in writing or through any other mode or where your consent is obtained through authenticated electronic means after necessary validation.

8.1.4 Accounts of minors

a. We will tell you, on request, how a deposit account can be opened in the name of a minor and how it can be operated.

b. We will intimate the date on which the minor becomes major.

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8.1.5 Inoperative/Dormant accounts

We will:

a. inform you when you open your account, the circumstances under which your account will be classified as inoperative/dormant. You will also be informed at least three months before your account is classified as inoperative/dormant and the consequences thereof;

b. also endeavour to send an SMS/e-mail advising that your account is being classified as inoperative/dormant;

c. notify the joint holders also before an account is classified as inoperative/dormant;

d. inform you of the procedure to be followed, if you want to activate the account;

e. not levy any charge merely because an account is inoperative/dormant;

f. not charge you for activation of the inoperative account.

8.1.6 Closing your account

Under normal circumstances, we will not close your account without giving you at least 30 days’ notice indicating the reasons for such closure. In such cases, you will be required to make alternate arrangements for cheques already issued by you and desist from issuing any fresh cheques on such account.

8.2 Clearing cycle/collection services

a. We may provide a dropbox facility to enable you to deposit cheques to be sent for collection. Necessary precaution will be taken to ensure that cheques deposited in the dropbox are properly and promptly accounted for. However, you may, if you so desire, hand over cheques at the counter against acknowledgement, instead of depositing in the dropbox.

b. We will inform you about the clearing cycle for local instruments and the outstation instruments including details such as cut-off time for lodging of instruments for same day clearing, when you can withdraw money after lodging instruments and when you will be entitled to earn interest on delayed collection as per our cheque collection policy.

c. We will pay you compensation, as per our cheque collection/compensation policy for any delay in collection of instruments, without waiting for a demand from you.

d. We will inform you, immediately, by SMS/e-mail, when a cheque deposited by you for collection is returned unpaid.

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e. We will return a cheque unpaid/dishonoured along with a duly signed return memo indicating the date of return as also the reason for return/refusal of payment within 24 hours.

f. If immediate credit for outstation cheques is offered, we will provide relevant information including the applicable terms and conditions, such as the limit upto which instruments tendered by you can be credited, operating accounts satisfactorily, etc.

g. We will proceed as per our cheque collection policy and provide all assistance for you to obtain a duplicate cheque/instrument in case a cheque/instrument tendered by you is lost in transit and compensate you as per our cheque collection/compensation policy.

h. We will give the above information, when you open your account and whenever you ask for it. If there is any change in our cheque collection policy, the revised policy will be displayed on our website and will be made available at all our branches.

8.3 Cash transactions

a. We will accept cash and dispense cash at any of our branches under core banking subject to any restrictions on type of transaction or charges, if any, applicable to such transactions.

b. We will exchange soiled/mutilated notes and/or small coins and issue good quality, clean bank notes/coins at all our branches. We will extend this facility, within prescribed limits to walk-in customers too.

c. For transactions above a specified amount, we may require you to furnish your PAN.

8.4 Direct debits and standing instructions

We will:

a. at the time of opening the account tell you how direct debits/standing instructions work and how you may record/cancel them and the charges connected with them. Charges will be levied as per the Tariff Schedule;

b. act upon mandates given by you for direct debits [say Electronic Clearing Service (ECS)] and other standing instructions. In case of any delay or failure in executing the mandate resulting in financial loss or additional cost, we will compensate you as per the compensation policy of the Bank. If the mandate cannot be executed due to insufficient balance in your account, we will levy charges as per the Tariff Schedule;

c. credit your account along with interest as soon as it is determined that any amount has been unauthorisedly/erroneously debited from your account and compensate you as per the compensation policy of the Bank.

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8.5 Stop payment facility

We will:

a. accept stop payment instructions from you in respect of cheques issued by you. Immediately on receipt of your instructions, we will give an acknowledgement and take action, provided these cheques have not already been cleared by us;

b. levy charges, if any, as indicated in the Tariff Schedule;

c. reimburse and compensate you as per the compensation policy of the Bank, in case a cheque is paid subsequent to the receipt of stop payment instructions by us.

8.6 Cheques/debit instructions issued by you

We will:

a. keep original cheques/debit instructions paid from your account or copies or images of the cheques received from the presenting bank under CTS, for such periods as required by law;

b. give you the cheque/image of cheque/debit instruction or a copy thereof as evidence as long as records are available with us. If there is a dispute about a cheque paid/debit instructions from your account and in case the request for such cheque, etc. is made within a period of one year from the date of cheque/debit instruction, no charge will be levied. In respect of requests received beyond this period, charges will be levied as per the Tariff Schedule;

c. inform you how we will deal with unpaid cheques and out-of-date (stale) cheques. The details of charges to be levied will be included in the Tariff Schedule.

8.7 Fixed deposits

a. When you place a fixed deposit with us, we will obtain instructions from you in the account opening form for the disposal of your deposit at maturity.

b. Where there are no instructions for disposal of the deposit at maturity, we will inform you well in advance through letter/mail/SMS about its impending date of maturity.

c. In case we still do not receive any instruction from you, we will renew the deposit, excluding deposits like tax savings deposits, etc., for the same period of time as the matured deposit at the prevailing rate of interest.

d. We will inform you the procedure for withdrawal of fixed deposit before maturity. This information will also be made available in the account opening form/MITC/reverse of the FDR.

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e. We will inform you of the interest rates applicable and charges for premature withdrawal of fixed deposit.

f. We will permit premature withdrawals of fixed deposits in accordance with the mandate ‘Former or Survivor/Either or Survivor’, provided you have given us a specific joint mandate from all the depositors for the purpose. We will provide for such a mandate in the account opening form.

g. We will inform you, at the time of acceptance of the deposit, the terms and conditions and interest rate applicable, in case you renew the deposits on a date after the date of maturity. This information will also be made available in the account opening form/MITC/reverse of the FDR.

h. We will advise you of provisions of Income Tax Act applicable to the interest income accruing to you on your deposits, our obligations under the Act and provisions available to you for seeking exemption from Tax Deduction at Source.

i. We will obtain Form 15G or 15H as applicable from you at the time of application, if you are not liable to pay tax on your interest income. You may submit to us such form periodically as required, if you are not liable to pay tax on your interest income. We will acknowledge receipt of such forms.

j. We will issue the requisite certificate within the stipulated period, if we deduct tax from interest paid/accrued on your deposits.

k. We will indicate the tax deducted, if any, on interest on fixed deposits credited to your savings/current account in the passbook/statement of account.

8.7.1 Advances against fixed deposits

We will explain the facility of loan/overdraft available against fixed deposits.

8.8 Settlement of claims in respect of deceased accountholders

a. We will follow a simplified procedure for settlement of accounts of deceased accountholders.

b. We will provide claim forms for settlement of claims of the accounts of deceased persons, to those who approach us for the forms. We will also place the claim forms on our website.

8.8.1 Accounts with survivor/nominee clause

a. In the case of a deposit account of a deceased depositor, where the depositor had utilised the nomination facility and made a valid nomination or where the account was opened with the survivorship clause (‘Either or Survivor’ or ‘Anyone or Survivor’ or ‘Former or Survivor’ or ‘Latter or Survivor’), payment of the balance in the deposit account to the survivor(s)/nominee of a deceased deposit accountholder will be made, provided:

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i. the identity of the survivor(s)/nominee and the fact of the death of the accountholder, is established through appropriate documentary evidence;

ii. there is no order from the competent court restraining the Bank from making the payment from the account of the deceased.

In such cases, payment to the survivor(s)/nominee of the deceased depositors will be made without insisting on production of succession certificate, letter of administration or probate, etc., or obtaining any bond of indemnity or surety from the survivor(s)/nominee, irrespective of the amount standing to the credit of the deceased accountholder.

b. The survivor(s)/nominee would be receiving the payment from the Bank as a trustee of the legal heirs of the deceased depositor, i.e., such payment shall not affect the right or claim which any person may have against the survivor(s)/nominee to whom the payment is made.

c. The payment made to the survivor(s)/nominee, subject to the foregoing conditions, would constitute a full discharge of the Bank’s liability.

d. In case of fixed deposits with ‘Either or Survivor’ or ‘Former or Survivor’ mandate, premature withdrawal on death of one of the depositors of the deposit by the surviving joint depositors will be permitted only, if there is a mandate from all the depositors to this effect.

8.8.2 Accounts without the survivor/nominee clause

In case where the deceased depositor had not made any nomination or for the accounts other than those styled as ‘Either or Survivor’ (such as single or jointly operated accounts), we will adopt a simplified procedure for repayment to the legal heir(s) of the depositor, keeping in view the imperative need to avoid inconvenience and undue hardship to the common person. Keeping in view our risk management policy, we will fix a minimum threshold limit upto which claims in respect of the deceased depositors could be settled without insisting on production of any documentation other than a letter of indemnity.

8.8.3 Time limit for settlement of claims

We will settle the claims in respect of deceased depositors and release payments to survivor(s)/nominee within a period not exceeding 15 days from the date of receipt of the claim, subject to the production of proof of death of the depositor and suitable identification of the claimant(s), to the Bank’s satisfaction.

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8.8.4 Premature termination of fixed deposit accounts

In the case of fixed deposits, we will incorporate a clause in the account opening form itself to the effect that in the event of the death of the depositor, premature termination of fixed deposits would be allowed. The conditions subject to which such premature withdrawal would be permitted would also be specified in the account opening form. Such premature withdrawal would not attract any penal charge.

8.8.5 Treatment of flows in the name of the deceased depositor

In order to avoid hardship to the survivor(s)/nominee of a deposit account, we will obtain appropriate agreement/authorisation from the survivor(s)/nominee with regard to the treatment of pipeline flows in the name of the deceased accountholder. In this regard, we will consider adopting either of the following two approaches:

i. We could be authorised by the survivor(s)/nominee of a deceased accountholder to open an account styled as ‘Estate of ________________, the Deceased’ where all the pipeline flows in the name of the deceased accountholder could be allowed to be credited, provided no withdrawals are made.

OR

ii. We could be authorised by the survivor(s)/nominee to return the pipeline flows to the remitter with the remark ‘Accountholder deceased’ and to intimate the survivor(s)/nominee accordingly. The survivor(s)/nominee/legal heir(s) could then approach the remitter to effect payment through a negotiable instrument or through electronic transfer in the name of the appropriate beneficiary.

8.9 Safe deposit lockers

We will give you the complete details of the rules and the procedures applicable for allotment of the safe deposit lockers and also safe deposit of valuables, in case we offer the service. We will allot lockers without linking it to placement of fixed deposits. However, to ensure prompt payment of locker rent, we may at the time of allotment, obtain a fixed deposit which would cover 3 years’ rent and the charges for breaking/open the locker in case of an eventuality.

8.10 Foreign exchange services

a. When you buy or sell foreign exchange, we will give you information on the services, details of the exchange rate and other charges which apply to foreign exchange transactions. If this is not possible, we will tell you how these will be worked out.

b. If you want to transfer money abroad, we will inform you how to do this and will give you:

i. a description of the services and how to use them;

ii. details of when the money you have sent abroad should get there and the reasons for delays, if any;

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iii. the exchange rate applied for conversion of the foreign currency (if this is not possible at the time of the transaction, we will let you know later what the rate was);

iv. details of any commission or charges, which you will have to pay and a caution that the person receiving the money may also have to pay the correspondent bank’s charges.

c. We will tell you, if the information provided by you for making a payment abroad is adequate or not. In case of any discrepancies or incomplete documentation, we will advise you immediately and assist you to rectify/complete the same.

d. If money is transferred to your bank account from abroad, we will tell you the original amount received and charges if any levied. If the sender has agreed to pay all charges, we will not take any charges, when we credit the money into your account.

e. We will guide you about the regulatory requirements or conditions relating to foreign exchange services offered by us as and when requested by you.

f. In case of delay beyond the day when the amount is due for credit, you will be compensated

(i) for any loss on account of interest for due period beyond the due date and

(ii) also for adverse movement of forex rate as per the compensation policy of the Bank.

g. All certificates required to be issued under regulatory/statutory instructions will be issued free of charge.

8.11 Remittances within India

If you want to remit money within India, we will inform you how to effect it and will:

a. give a description of our services and how to use them;

b. suggest to you the best way to send the money to suit your needs;

c. disclose the details of all charges including commission that you will have to pay for the service as per the Tariff Schedule;

d. send you an SMS/e-mail informing you of the fate/status of the remittance made by you through mobile banking/NEFT/RTGS;

e. make available on our website updated contact details of our customer facilitation centres to handle your queries/complaints regarding NEFT/RTGS transactions;

f. In case of any delay, we will compensate you for the delay and any loss/additional expense incurred by you;

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g. We will extend remittance facilities within prescribed limits to walk-in customers too.

8.12 Lending

a. We will have a board approved policy on loans and advances.

b. We will base our lending decisions on a careful and prudent assessment of your financial position and capacity to repay.

c. We will not discriminate on grounds of sex, caste and religion in the matter of lending. However, this does not preclude us from instituting or participating in schemes framed for specified sections of the society.

8.12.1 Loans

8.12.1.1 General Information

We will:

a. give you the Most Important Terms and Conditions (MITC) governing the loan/credit facility you have sought to avail;

b. give you information explaining the key features of our loan and credit card products including applicable fees and charges while communicating the sanction of the loan/credit card;

c. advise you about the information/documentation we need from you to enable you to apply. We will also advise you what documentation we need from you with respect to your identity, address, employment, etc., and any other document that may be stipulated by statutory authorities (e.g. PAN details), in order to comply with legal and regulatory requirements;

d. verify the details mentioned by you in the loan/credit card application by contacting you at your residence and/or on business telephone numbers and/or physically visiting your residence and/or business addresses through agencies appointed by us for this purpose, if deemed necessary by us;

e. if we offer you an overdraft, or an increase in your existing overdraft limit, tell you, if your overdraft is repayable on demand or otherwise. We will, if required, also advise about the method of calculation of overdrawn amount and also the computation of interest;

f. in case we offer/approve a credit facility over the telephone, we will credit your account with the amount only after receiving your acceptance in writing or through any other mode and where your consent is obtained through authenticated electronic means/after necessary validation;

g. not offer any unsolicited pre-approved credit facility in any form, including enhancement of credit card limit and top-up of Personal Loan limits, etc.

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8.12.1.2 Applications for loans and their processing

a. At the time of sourcing a loan product, we will provide as part of the loan application form, information about the interest rates along with the annualised rates of interest, whether floating or fixed, as also the fees/charges payable for processing, the amount of such fees refundable, if loan is not sanctioned/disbursed, prepayment options and charges, if any, penal rate of interest for delayed repayments, if any, conversion charges for switching your loan from fixed to floating rates or viceversa, existence of any interest reset clause and any other matter which affects the interest of the borrower, so that a meaningful comparison with those of other banks can be made and an informed decision can be taken by you.

b. We will provide you with a checklist of documents to be submitted (compliant with legal and regulatory requirements) along with the loan application form to enable you to submit the application complete in all respects. If required, we will assist you in filling up your loan application form.

c. We shall invariably provide you with an acknowledgement of your loan application, whether submitted online or manually, indicating therein the time frame within which the application will be processed.

d. We will convey our decision on your loan application for a limit upto `20 lakhs within 30 working days from the date of receipt of the application, provided your application is complete in all respects and is submitted along with all the documents as per ‘check list’ provided. We will convey our decision on applications beyond `20 lakhs within a reasonable time frame.

e. Normally all particulars required for processing the loan application will be collected by us at the time of application. In case we need any additional information, we will contact you immediately.

f. We will communicate, in writing, the reason(s) for rejection of your loan application.

g. We will provide you the sanction letter detailing particulars of amount sanctioned and the terms and conditions.

h. We will provide you an amortisation schedule (schedule of repayment of principal and interest for the duration of the loan).

i. We will also inform you whether you have an option to let equated monthly instalments stay constant and changed tenure or viceversa when the interest rate changes.

j. We will, at your request, supply authenticated copies of all the loan documents executed by you at our cost along with a copy, each of all enclosures quoted in the loan document.

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k. We will give written receipt for all documents to title taken as security/collateral for any loan.

l. We will endeavour to send you a communication through letter/mail or SMS about the status of your account, before it becomes an NPA.

m. We will give you notice, sufficiently in advance, if we decide to recall/accelerate payment or performance under the agreement or seek additional securities.

n. We will provide you with an annual statement of account of your term/demand loans.

o. We will provide you with the loan statement, more often, if required, at a cost which will be indicated in the Tariff Schedule.

p. We will return to you all the securities/documents/title deeds to mortgaged property within 15 days of the repayment of all dues agreed to or contracted. If any right to set off is to be exercised for any other claim, we will give due notice with full particulars about the other claims and retain the securities/documents/title to mortgaged property till the relevant claim is settled/paid.

q. We will compensate you for any delay in return of securities/documents/title deeds to mortgaged property, beyond 15 days of the repayment of all dues agreed to or contracted.

r. In the event of our losing the securities/documents/title deeds you have provided to us when you availed of a loan, we will compensate you for the loss. We will issue a certificate indicating the securities/documents/title deeds lost and extend all assistance to you for obtaining duplicate documents, etc.

s. We will process a request for transfer of borrowal account, either from you or from a bank/financial institution, in the normal course and convey our concurrence or otherwise within two weeks of receipt of request.

t. We will not levy foreclosure charges/prepayment penalties on Home Loans carrying floating interest rate.

8.13 Guarantee

a. If you want us to accept a guarantee or other security from a third party for your liabilities, we may ask you for your permission to give confidential information about your finances to the person giving the guarantee or other security, or to their legal adviser.

b. We will also:

i. encourage them to take independent legal advice to make sure that they understand their commitment and the possible consequences of their decision (where appropriate, the documents we ask them to sign will contain this recommendation as a clear and obvious notice);

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ii. inform them that by giving the guarantee or other security they may become liable instead of, or as well as, you;

iii. inform them what their liability will be;

iv. give a copy of the terms and conditions of the loan sanctioned/loan agreement, free of cost, to the guarantor(s) of the credit facility availed of by you.

c. When you are considering to be a guarantor to a loan, we will tell you:

i. your liability as guarantor;

ii. the amount of liability you will be committing yourself to the Bank;

iii. circumstances in which we will call on you to pay up your liability;

iv. whether we have recourse to your other moneys in the Bank, if you fail to pay up as a guarantor;

v. whether your liabilities as a guarantor are limited to a specific quantum or they are unlimited;

vi. time and circumstances in which your liabilities as a guarantor will be discharged, as also the manner in which we will notify you about this;

vii. of any material or adverse change in the financial position of the borrower to whom you stand as a guarantor.

d. We will return to you all the securities/documents/title deeds to mortgaged property within 15 days of the repayment of all dues agreed to or contracted.

e. We will compensate you for any delay in return of securities/documents/title deeds to mortgaged property, beyond 15 days of the repayment of all dues agreed to or contracted.

f. In the event of our losing the securities/documents, we will compensate you for the loss. We will issue a certificate indicating the securities/documents lost and extend all assistance to you for obtaining duplicate documents, etc.

8.14 Central Registry

When you avail of a loan facility involving immoveable property as primary or collateral security, we will advise you the functioning of the Central Registry and the fact that their records will be available for search by any lender or any other person desirous of dealing with the property.

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8.15 Settlement of dues

a. You should let us know, as soon as possible, if you are not able to make your payments in time.

b. We will consider all cases of genuine financial difficulty sympathetically and positively, in consonance with regulatory guidelines and our policy.

c. We will try to help you overcome your difficulties.

d. In case we offer you a One Time Settlement (OTS) for repayment of dues, we will explain to you the details of the offer.

e. We will spell out, in writing, the terms and conditions of the OTS offered to you.

f. If the dues are settled under OTS, we will explain to you the implications of such settlement on your credit history maintained by the CICs.

8.16 Securitisation of loans/card dues

a. In case we securitise (sell) your loans/dues on your card to another entity, we will advise you the name and contact details of such entity along with the amount of your loan/dues transferred to them. In the normal course, loans/card dues, which are non-standard are considered for sale to Asset Reconstruction Company (ARC) through assignments. Where dues are settled through compromise, assigning such assets to ARC does not arise.

b. You will then be liable to pay the amount due to the entity to which the loan/dues have been transferred.

c. The entity to which the loan/dues have been transferred will continue to report your credit information to the CICs.

d. We will endeavour to assist you, in case you have a grievance against the entity to which your loan/dues have been transferred by us.

8.17 Electronic Banking

8.17.1 PINs and Passwords

a. We will conform to internationally accepted standards for methods of generation, storage and terminal security relating to PINs and passwords to ensure their confidentiality and security for your protection.

b. We will deliver your PIN to you at our branch after due identification or deliver it at the address we have on record. You may, also at your convenience, generate PIN.

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c. In order to safeguard your account, simple PINs or passwords such as those listed below should be avoided:

i. birth dates, months or years;

ii. sequential numbers (e.g. 3456);

iii. number combinations that may be easily guessed (e.g. 1111);

iv. parts of your telephone number;

v. parts of numbers in the order in which they are printed on any of your cards;

vi. other easily accessible personal data (e.g. driving licence, or other numbers easily connected with you); and

vii. names of family members, pets or streets.

d. You must safeguard your PIN or password.

Do not:

i. allow anyone else to use your card, PIN, password or other security information;

ii. write down or record your PIN, password or other security information;

iii. store your password(s) in your mobile/browser;

iv. give your account details, password /PIN or other security information to anyone, including those who claim to be authorised representatives of the Bank;

v. respond to any communication asking for bank account details for any purpose;

vi. fall prey to fictitious offers/lottery winnings/remittance of cheap funds in foreign currency from abroad by certain foreign entities/individuals, including Indian residents acting as representatives of such entities/individuals. These offers are generally made through letters, e-mails, mobile phones, SMSes, etc.

Always:

i. memorise your PIN, password and other security information and destroy the written communication, if any, received by you;

ii. choose your new PIN carefully, if you change your PIN;

iii. choose a ‘strong’ password and change it regularly;

iv. take reasonable steps to keep your card safe in your personal custody and your PIN, password and other security information secret at all times;

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v. take care to ensure that no one can see you enter your PIN, when you use your card at ATMs or at Point of Sale (POS) counters;

vi. inform us of the disclosure or possible disclosure of your PIN or password, as soon as you are aware or suspect, your PIN or password has been disclosed. You should also change your password/PIN as soon as you are aware or suspect that someone else knows them;

vii. consider using a different PIN or password for different cards or equipment;

viii. put in a power-on/access password in your PC/Mobile, screensaver password on your PC, so that no one else can use your PC/Mobile without your consent.

e. In case someone else knows your PIN or other security information, we will, on your notifying us, take immediate steps to try and prevent these from being misused.

8.17.2 Internet Banking

a. We will take all necessary steps to put in place security systems to enable safe access to and transacting through Internet Banking.

b. We will take appropriate measures to ensure that our Internet Banking system and technology are secure and are regularly reviewed and updated for this purpose.

c. We will undertake various initiatives to educate you on online security by way of periodic e-mails, through our websites and at various customer touchpoints like ATMs, etc.

d. We will never ask you in person or in writing (including by e-mail) to confirm your Internet Banking security information or to disclose your password.

e. When we first give you access to our Internet Banking services, we will tell you, where to find the information you need to safeguard your online information and to protect yourself and your own computer from fraud, scams or unauthorised transactions. This information will be updated from time to time.

f. We will inform you of what procedures you must use to report unauthorised access to your information, accounts or disputed transactions using Internet Banking service and make available to you contact, particulars so you can report the unauthorised activity as soon as you are aware of it.

g. When you have access to Internet Banking services, we will also inform you of the applicable terms and conditions relating to such services. Detailed Internet Banking terms and conditions will also be available on our website.

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h. All Internet Banking related services and associated charges, if any, will be displayed and available to you online. Charges associated with Internet Banking services will also be available in the Tariff Schedule.

i. We will carry out additional authentication process via second factor parameters for financial transactions, as prescribed by the regulator from time to time.

j. We will send you SMS/e-mail alerts for the financial transactions undertaken by you beyond the specified limit, at the contact details registered with us.

k. We will send you an SMS/e-mail on all payee/biller registration done on net banking.

l. We will offer you the facility of fixing a cap on the value, mode of transactions and beneficiaries in electronic modes of transactions. We will require an additional authorisation in the event of your changing the options. We will send you an alert, when a request for change in the options is received.

m. You may opt out of Internet Banking services at any point in time. However, you must keep us informed of your decision and ensure that you complete the requisite formalities.

n. You will not be liable for losses caused by transactions, before your access to Internet Banking facility is activated/made operational.

o. In any dispute about receipt of passwords or security information that are not issued to you in person, we will not rely merely on proof of despatch to your correct address as proof that they have been received by you.

p. In the event of any unauthorised transaction after you have received the means to access Internet Banking, your liability will be the lesser of:

i. the actual loss at the time of notification to us; or

ii. the balance that would have been available for withdrawal from your account(s); or

iii. the limit you may have set for such transactions;

iv. lower of (i) to (iii) or maximum of `10,000 (Rupees ten thousand only).

q. If you advise us as promptly as is reasonably possible that your password or any other security information is or may be known to another person or there has been an unauthorised access to your Internet Banking information or accounts, you will not be held responsible for any loss, from the time you have notified us, unless you have acted fraudulently or negligently or have contributed to such disclosure or unauthorised access.

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r. If you incur a direct loss that is due to a security breach of our Internet Banking system as a result of our failure to take reasonable care and is not caused or contributed to by you, we will reimburse/compensate you for that loss.

s. Online banking is safe and convenient as long as you take a number of simple precautions. Please make sure you follow the advice given below:

i. Visit our secure Internet Banking site directly. Avoid accessing the site through a link from another site or an e-mail and verify the domain name displayed to avoid spoof websites.

ii. Ignore any e-mail asking for your password or PIN and inform us of the same for us to investigate. Neither the police nor we will ever contact you to ask you to reveal your online banking or payment card PINs, or your password information.

iii. Log off from net banking, when your session is complete. Use the ‘Log Out’ button to log out so that the session closes. Do not just close the window to log off.

iv. Do not use cyber cafés/shared PCs to access our Internet Banking site.

v. Update your PC with latest anti-virus and spy ware software regularly.

vi. Install security programmes to protect against hackers, virus attacks or any malicious programmes.

vii. Install a suitable firewall to protect your PC and its contents from outsiders.

viii. Disable the ‘File and Printing Sharing’ feature on your operating system.

ix. Log off your PC when not in use.

x. Do not store your ID/PIN in the Internet Explorer Browser.

xi. Check your account and transaction history regularly.

xii. Follow our advice - Our websites are usually a good place to get help and guidance on how to stay safe online.

8.17.3 Mobile Banking

a. We will take appropriate measures to ensure that our mobile applications are secure and regularly reviewed and updated for this purpose.

b. Apart from your obligations when using Internet Banking, using a mobile application or any other form of social media to access banking services, you will need to take additional care to protect your device by:

i. not leaving your device unattended and logged into a mobile banking service;

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ii. locking your device or taking other steps to stop unauthorised use of your mobile banking service; and

iii. notifying us as soon as practicable, if your device is lost or stolen.

c. If you opt for mobile banking services we will, prior to your registration for the service, inform you of:

i. the security procedure adopted by us for user authentication;

ii. the applicability or otherwise of stop payment instructions and the terms and conditions for the acceptance, if any, for the same.

8.17.4 ATM/Debit and Credit Cards

a. We will offer you an ATM/Debit Card if it is normally issued with the type of account you have opted for. You may decline to accept the card, if you do not want it.

b. Where cards are delivered to you personally, we must be satisfied about your identity before allowing cards to be delivered.

c. We will send a service guide/member booklet giving detailed terms and conditions, losses on your account that you may be liable, if your card is lost/misused and other relevant information with respect to usage of your card along with your first card.

d. We will inform you, which of your accounts your card can access. We will also inform you, whether the card issued to you has more than one function and if so, what those functions are.

e. We will advise you of the current transaction limits that apply at POS counters, ATMs and forex transactions.

f. We will advise you of the fees and charges that apply to your card.

g. We will provide ‘Online Alerts’ to you for all card transactions, irrespective of the amount. While sending you an alert every time your card is used, we will indicate the telephone number which you can contact to deactivate your card, if the transaction has not been initiated by you/your card has been misused.

h. We will send you an SMS in the event of 3 consecutive incorrect attempts of login on the same day.

i. You must always ensure that you have informed us of your current mobile number/e-mail ID so that you receive alerts promptly. Failure to keep your contact information with us updated may result in your being liable for any loss suffered as a result of misuse of your cards.

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j. When we issue your card, we will inform you how best to safeguard your card. For example, you must:

i. not leave your card in an unattended wallet, purse or vehicle or anywhere from where it could be removed without being noticed;

ii. sign your card as soon as you receive it;

iii. not give your card to anyone or let anyone else use your card. Always remember to take your card back after using it;

iv. inform us, if you change your address, so a replacement card is sent to the correct place; and

v. report the loss or theft of your card as soon as you are aware of it.

8.17.4.1 Reporting loss/theft/disputed transactions

a. We will inform you of the procedure you must follow to report the loss, theft or unauthorised use of your card or PIN.

b. We will include in the terms and conditions, what your liability will be in relation to the loss or theft of your card or disclosure of your PIN or password.

c. We will make available to you telephone numbers/e-mail IDs that you can use to report loss, theft or unauthorised use of your card, PIN or password as soon as you are aware that any such event has occurred.

d. You should inform us as soon as you discover that your card has been lost or stolen or someone else knows your PIN, password or other security information apart from changing them immediately.

e. In case your ATM/Debit/Credit card has been lost or stolen, we will, on your notifying us, take immediate steps to try to prevent these from being misused.

f. You may be liable for misuse until the time that we have been notified.

g. We will block a lost or misused card immediately on being informed of the loss/ misuse. You could tell us about the loss/misuse by phone at our 24 hour toll free number and send us a written confirmation to that effect immediately. You may also send us an e-mail using the e-mail ID we have given you for this purpose. We will send you a confirmation for having blocked usage of the card promptly.

h. Once you have advised us that your card has been lost or stolen, or your PIN or password disclosed, you will not be responsible for any unauthorised use of your card after that time. This protection will not apply if you have acted fraudulently or negligently.

i. In the case of a disputed transaction, we will give you more details if you ask us to do so. In cases where we do not accept your contention, it will be our responsibility to provide evidence of your having authorised the transaction in question.

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j. If you notify us of an incorrect, invalid or unauthorised transaction, we will investigate the matter. If the transaction is found to be incorrect, invalid or unauthorised we will reverse the transaction as per the chargeback process.

k. You will not be liable for losses before you receive your card or, if applicable, your PIN and password, provided you have notified us of your current address. In any dispute about receipt of a card, PIN or password that is not issued to you in person, we will not rely on proof of despatch to your correct address as proof that the card, PIN or password was received.

l. You will not be liable for loss caused by:

i. fraudulent or negligent conduct by our employees or agents or parties involved in the provision of electronic banking services;

ii. faults that occur in machines, cards or systems used, unless the faults are obvious or advised by message or notice on display;

iii. unauthorised transactions before you have received your cards, PIN or password;

iv. any other unauthorised transaction where it is clear that you could not have contributed to the loss.

m. You will be liable to pay not more than `10,000 (Rupees ten thousand only) for any loss that occurs before you notify us. However, this limit will not apply if:

i. you have acted fraudulently or negligently; or

ii. you have contributed to the unauthorised use of your card.

n. In the event that the clause above applies, your maximum liability will be the lesser of:

i. the actual loss at time of notification; or

ii. the maximum amount that you would have been entitled to withdraw from your account between the time your card was lost/stolen and the time you notified us.

o. You will have a limited time to dispute a transaction. We will inform you of this time in the terms and conditions. Failure to report the incorrect, invalid or unauthorised transaction within that time will mean that we cannot reverse the transaction and you will have to pay for it. There are limited circumstances under which we can reverse a credit card transaction, particularly where the rules of a credit card company apply. For example, we cannot reverse a credit card transaction where there is a dispute with the Merchant as to the quality of the goods and services, or you have changed your mind about the quality of the goods and services or an error has been made by you or the Merchant on a debit card transaction.

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p. We will display the telephone numbers of the help desk/contact persons of the ATM owning bank at ATM locations to enable you to lodge a complaint/seek redressal.

q. We will also display the name and telephone number of the officials with whom the complaint can be lodged.

r. We will reimburse amounts wrongly debited in failed ATM transactions within the prescribed time limit. For any delay beyond the prescribed time limit, we will pay compensation as prescribed, provided the claim is lodged with us i.e. the ATM card issuing bank within 30 days of the transaction.

s. In case of disputed ATM transactions, we will retain the relevant camera footage till the dispute is settled. Access to such footage will be available only if the dispute is raised within the prescribed preservation period of such records.

8.17.5 Credit card

a. When you apply for a credit card, we will explain the relevant terms and conditions such as fees, interest and other charges, billing and payment, method of computation of overdues, financial implications of paying only ‘the minimum amount due’, renewal and termination procedures, and any other information that you may require to operate the card.

b. We will give you a copy of the Most Important Terms and Conditions (MITC) at the time of application.

c. We will advise you of our targeted turnaround time while you are availing/applying for a credit card.

d. We may also issue a deactivated (not ready to use) credit card if we consider your profile appropriate for issuing credit card and such deactivated card will become active only after you convey your acceptance of the card and take steps for its activation as required and subject to such other conditions as may be specified.

e. In case we activate the card without your consent or bill you for the card for which you have not given your consent, we will not only reverse the charges forthwith but will also pay a penalty amounting to twice the value of the charges reversed.

f. We will extend a loan/credit facility or enhance the credit limit on your card only with your consent in writing. Consent received through electronic means where you specifically validate the transaction and having read the MITC and where digital records of such consent can be retrieved as a proof of consent will also be treated as consent.

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g. We may issue an add-on card(s) to the person(s) nominated by you. We will, at your request, set a credit limit (within the overall limit) for the add-on card(s) issued to you. You will be liable for all transactions made by such additional Cardholders.

h. If the limit on your credit card is proposed to be reduced, we will inform you immediately including the reason therefor, by SMS/e-mail followed by confirmation in writing.

i. We will ensure that we comply with your request for cancellation and confirm cancellation/closure of the credit card to you within 7 working days of the request being received in writing or through an e-mail ID registered with us, provided that the outstanding amount, if any, is settled/paid.

8.17.5.1 Credit card statements

a. To help you manage your credit card account and check details of purchases/cash withdrawals, we will send you a monthly statement, free of cost, with details of the transactions made with/using your credit card. The credit card statement will be dispatched on a predetermined date every month, by post/courier to your mailing address or, if you so desire, by e-mail to the address registered with us. The statement will also be made available for viewing on Internet Banking.

b. In the event of non-receipt of this statement, we expect you to get in touch with us so that we can arrange to resend the details to enable you to make the payment and highlight exception, if any, in a timely manner.

c. We will let you know/notify changes in schedule of fees and charges and terms and conditions. Normally, changes (other than interest rates and those which are a result of regulatory requirements) will be made with prospective effect after giving notice of at least one month. The changes will be notified along with the monthly statement of account or copy thereof.

d. Before reporting to Credit Information Company about default status of a credit Cardholder, we will adhere to a procedure approved by the Board, including issuing of sufficient notice to the Cardholder.

8.18 Third party products

We will undertake to sell third party products like mutual funds, insurance, etc. only if we are authorised to do so. We will have a Board approved policy regarding marketing and distribution of third party financial products.

a. We will inform you if we, as agents of any investment/asset management company or insurance company, offer any type of investment product including mutual funds or insurance products.

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b. We will ensure that all investment and insurance products we are selling are in accordance with extant rules and regulations.

c. When you avail a banking service or product from us, we will not compel you to purchase/subscribe to any third party product as a quid pro quo.

d. In the case of securities provided by you for loans availed from us, we will not insist on your obtaining insurance cover from any particular provider/same organisation. Obtention of insurance products if any offered by us will be purely on voluntary basis. You will be free to obtain insurance cover from a service provider of your choice.

e. We will, at regular intervals, educate you by way of advertisement/notice board/information on website/distribution of pamphlets etc. the benefit of the products being sold at our branches, unless you have opted not to receive such information.

f. We will ensure that all investment and insurance products sold at the branches will be explained to you by personnel who are duly qualified to sell the products.

g. We will apply appropriate customer due diligence measures before selling investment/insurance products to you.

h. We will sell a product to you if we believe it is suitable and appropriate for you.

i. We will obtain the requisite application and documentation for a product offered only after you have consented to subscribe/avail of the product, in writing or through authenticated electronic means/after necessary validation.

j. We will provide detailed terms and conditions of the product which is being offered to you.

k. We will ensure that the charges for related service for selling of various products will be displayed and made available to you.

l. We will ensure that the statement/policy documents will be delivered to you within 30 days from the completion of all the formalities (including medical examination) as per the scheme.

m. We will arrange to provide maximum possible ‘After Sales Service’ like reminder of SIP, latest NAV, date of maturity, due date of payment of premium, etc.

n. We will arrange for you to have at periodical intervals information on the performance of the scheme/products you have availed.

o. We will disclose details of all commissions/other fees received, if any, from mutual fund/insurance/other financial companies for marketing their products.

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8.19 Credit counselling facility

We will endeavour to provide credit counselling facility. Wherever such facility is available, we will display, at our branches in a particular centre, the address, timings, etc. of the counselling centres set up by any bank at that centre to enable you to avail of the service.

8.20 Getting records

We will, on request, make available to you, at a cost, records pertaining to your transactions, provided this is within the prescribed preservation period of such record.

9 Branch Closure/Shiftinga. If we plan to close our branch or if we move our branch or we are not able to

continue to provide banking services to you, we will give you:

i. Notice of two months if there is no branch of any bank functioning at that centre;

ii. Notice of one month in all other cases.

b. In case we shift the branch, we will inform you of the complete address of the new location of our branch.

c. We will inform you of any change in the timings of the working of the branch.

10 Financial Inclusiona. We will make available ‘Basic Savings Bank Deposit Account’ (BSBDA) without the

requirement of any minimum balance subject to compliance with the instructions on Know Your Customer (KYC)/Anti-Money Laundering (AML) for opening of bank accounts issued by RBI from time to time. We will also offer/provide minimum common facilities including the facility of ATM card or ATM-cum-Debit Card without any charges, which will be made known to you. The relevant details will be made known to you in a transparent manner at the time of opening of the account.

b. We will also extend the facility of opening such accounts on the basis of simplified KYC norms. However, such accounts will be additionally treated as ‘Small Accounts’ and subjected to restrictions which will be made known to you in an easy to understand manner and in the local language.

c. We will also prominently display in all our branches in bilingual/trilingual the requirements for opening ‘Basic Savings Bank Deposit Account’ and also the documentation required under simplified KYC norms for opening ‘Small Account’.

d. We will also take steps, including training, to create awareness about the above among our staff, particularly the frontline staff. We will make available, free of cost, basic banking facilities like maintaining of accounts with a specified number of withdrawals in a month, General Credit Card and transfer of benefits from State and Central Governments through electronic platforms.

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e. We will provide value added services, if so desired, by you either free of cost or with low charges, to be notified upfront in the language known and understood by you.

f. If there are any changes in the services, transactions or the charges, these will be made known at least one month prior to these becoming effective.

g. The changes, if any, will be communicated through means appropriate to you, such as by display in the Notice Board of the branch, or through the Business Correspondent or through letters, etc.

h. Where we do not have a branch, we will endeavour to have a Business Correspondent (BC)/Business Facilitator (BF) in unbanked areas as per guidelines and road map agreed to, if any, with Reserve Bank of India to enable the opening of accounts, deposit and withdrawal of money, subject to amount and number of transactions, balance enquiry, etc., as also to facilitate transfer of money from one place to another.

i. We will also endeavour to provide Mobile Banking facilities.

j. We will also endeavour to provide other modes of remittance including mobile phones, electronic platforms like ECS, NEFT, etc.

k. We will be responsible for all acts of omission and commission of the BC/BF and any complaint lodged against them will be investigated.

l. We will offer, in case of need, a credit facility at affordable cost, subject to terms and conditions which will be made known to you at the time of applying for the credit facility.

m. We will explain to you the various credit plans available, including minimum information which the Bank may need for processing your loan application, the most important terms and conditions applicable to such loans, the security which may be charged to the Bank, the manner and periodicity of application of interest, repayment procedure, etc.

n. We will not insist on collateral security for credit limits upto `1 lakh (excludes loans to MSE customers where higher collateral free limit of `10 lakhs is applicable).

o. In case you face any financial difficulty in relation to the credit facility availed by you, we will consider such cases sympathetically and positively.

p. You may keep us informed of any financial difficulty you may face, as above, to help us assist you overcome your difficulties.

q. We will endeavour to help you to overcome your difficulties by, where desirable, drawing up a revival package, if such package is considered desirable in the interest of both of us.

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r. We will educate and guide the accountholders the manner of operating bank accounts either under normal branch banking or through alternate channel including using devices under Information and Communication Technology (ICT) enabled platforms.

s. We will undertake financial literacy activities to educate customers.

t. We will organise camps, stalls and town hall events to promote the cause of financial inclusion in towns and villages with participation by the target group.

u. We will introduce a mechanism in the Bank to educate our staff across levels about the financial inclusion efforts in the country in general and in the Bank, in particular.

v. We will put in place a system of regular/ongoing visits by the Bank’s officials to the unbanked areas where financial inclusion initiatives have been undertaken to ensure end-implementation of the Bank’s efforts.

w. We will endeavour to attend promptly to your complaints, if any and resolve them at the earliest.

x. In case you have any grievance about the Bank or its BC/BF, we will make known the manner of lodging complaints and the mechanism in the Bank for resolution of complaints, as also the Banking Ombudsman Scheme, in case your complaint is not resolved or resolved to your satisfaction by the Bank.

y. We will give wide publicity to the financial inclusion programme and educate the customers about various products and services.

11 Senior Citizens and Differently Abled Personsa. We will make our best efforts to make it easy and convenient for our special

customers like senior citizens, differently abled and illiterate persons to bank with us. This will include making convenient policies, products and services for such applicants and customers.

b. We will endeavour to develop systems and procedures to improve access to banking services by you.

c. We will endeavour to make physical access to our branches and ATMs convenient for you.

d. We will sensitise our staff interacting with you to assist you in carrying out your banking transactions.

e. In addition to all the other commitments made in this Code:

i. We will accord due priority to you. We will endeavour to provide you personalised services for banking transactions and redressal of grievances.

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ii. We will endeavour to provide seating arrangements in the banking hall.

iii. We will endeavour to provide you our services through a Single Window mechanism.

iv. We will permit withdrawal of your funds, upto the limits set by you, by persons authorised by you on production of the authorisation letter and passbook.

v. We will endeavour to provide ‘Doorstep’ banking (pickup of cash/instruments for credit to the account or delivery of cash/demand drafts against issue of cheque/requisition in writing) in special circumstances like ill health, inability to come to the branch, etc.

vi. We will issue a pension slip to you (pensioners) containing details of the pension credited to your account.

vii. We will endeavour to arrange to disburse the pension at the doorstep, in special circumstances.

viii. We will accept the Life Certificate that is required to be submitted by you (pensioners) at any branch of our bank.

ix. We will guide relatives/parents of disabled persons on how to appoint a legal guardian, under the National Trust Act, 1999, for disabled persons with autism, cerebral palsy, mental retardation and multiple disabilities who can then open and operate accounts for such persons.

x. We will ensure that all the banking facilities such as cheque book facility, ATM facility, Net banking facility, locker facility, retail loans, credit cards etc., are invariably offered to the visually challenged without any discrimination.

xi. We will endeavour to arrange regular meetings so that you may voice your concerns and benefit from collective experience.

12 Protecting Your Accounts12.1 Secure and reliable banking and payment systems

a. We will make best efforts to ensure that you enjoy secure and reliable banking and payment systems and which you can trust.

b. We will install CCTV, wherever feasible, for close surveillance as part of security arrangements.

12.2 Keeping us up-to-date

a. Please make sure you register your current address, phone number, mobile phone number and/or e-mail ID with us to enable us to send you necessary alerts.

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b. Please make sure you let us know, promptly, when you change your name, address, phone numbers and e-mail ID so that we are able to contact you when required.

12.3 Checking your account

a. We recommend that you check your statement or passbook regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can investigate the same. Regular checks on direct debits and standing orders will help you ensure the money is going where you want it to.

b. If we need to investigate a transaction on your account, you should co-operate with us and with the police/other investigative agencies if we need to involve them.

12.4 Taking care

Due care by you of your cheques, passbook and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

a. Do not

i. keep your cheque book and cards together.

ii. keep the blank cheque leaves signed.

iii. give your account details, password or other security information to anyone.

b. We will advise you what you can do to protect your card/cheque book from misuse.

c. In the event your cheque book, passbook or ATM/Debit card has been lost or stolen, or that someone else knows your PIN or other security information, we will, on your notifying us, take immediate steps to try to prevent these from being misused. You should also change your PIN/password if someone else knows them.

d. It is essential that you tell us as soon as you can if you suspect or discover that your cheque book, passbook, card has been lost or stolen or someone else knows your PIN, password or other security information.

e. You could tell us about the loss of the above by phone at our 24 hour toll free number given to you and send us a written confirmation to that effect immediately. Alternatively, you may advise us by e-mail to the address we have given you for this purpose.

f. You may be liable for misuses until the time that we have been notified.

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12.5 Cancelling payments

a. To stop payment of a cheque or cancel standing instruction given, or cancel a direct debit instruction, you must tell us in writing.

b. We will accept any instruction on withdrawal of mandate by you without necessitating you to obtain the prior concurrence/approval for withdrawal from the beneficiary/user institution.

c. It may not be possible to cancel payments if you do not give notice of your decision to cancel.

d. Cancellation of credit card payments will be subject to other terms and conditions as may be stipulated.

12.6 Liability for losses

If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care, which results in losses, you may be responsible for them.

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Annex – GlossaryThese definitions explain the meaning of words and terms used in the Code. They are not precise legal or technical definitions.

ATM

An Automated Teller Machine (ATM) is a machine in which a customer can use his card along with PIN to get cash, information and other services.

Banking Ombudsman

An independent dispute resolution authority set up by the Reserve Bank to deal with disputes that individuals and small businesses have with their banks.

Card

A general term for any plastic card, which a customer may use to pay for goods and services or to withdraw cash. In this Code, it includes debit, credit, smart and ATM cards.

Credit Card

A Credit Card is a plastic card with a credit facility, which allows you to pay for goods and services or to withdraw cash.

Cheque Collection Policy

Cheque Collection Policy refers to the policy followed by a bank in respect of the various local and outstation cheques and instruments deposited with the Bank for credit to an account. The policy inter alia deals with:

• cheque purchase requests

• timeframe for credit of cheques

• payment of interest in case of delay in collection of cheques

• instant credit of local and outstation cheques

• cheques/instruments lost in transit and charges for such collection

Customer

A person who has an account (including a joint account with another person or an account held as an executor or trustee or as a Karta of an HUF, but not including the accounts of sole traders/proprietorships, partnerships, companies, clubs and societies) or who avails of other products/services from a bank.

Current Account

A form of demand deposit wherefrom withdrawals are allowed any number of times depending upon the balance in the account or upto a particular agreed amount.

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Deceased Account

A Deceased account is a deposit account in which case either the single accountholder has deceased or in case of joint accounts one or more of joint accountholders has/have deceased.

Demat Account

A Demat account refers to dematerialised account and is an account in which the stocks of investors are held in electronic form.

Deposit Accounts

• ‘Savings deposit’ means a form of demand deposit which is subject to restrictions as to the number of withdrawals as also the amounts of withdrawals permitted by the Bank during any specified period

• ‘Term deposit’ means a deposit received by the Bank for a fixed period withdrawable only after the expiry of the fixed period and includes deposits such as Recurring/Double Benefit Deposits/Short Deposits/Fixed Deposits/Monthly Income Certificate/Quarterly Income Certificate etc.

• ‘Notice deposit’ means term deposit for specific period but withdrawable on giving at least one complete banking day’s notice.

Equity

Equity means a part of capital of a corporate entity which is represented by the shares of the company whether in physical or in dematerialised form.

Electronic Clearing Service

It is a mode of electronic funds transfer from one bank account to another bank account using the services of a Clearing House.

Fixed Rate of Interest

Fixed Rate of Interest on a loan means that interest rate is fixed for the entire period of the loan or it may be revised after the first few years depending upon the terms and conditions of loan.

Floating Rate of Interest

Floating Rate of Interest on a loan means that interest rate is not fixed but is linked to Reference Rate and would vary with changes in the latter.

Guarantee

A promise given by a person.

Government Bond

Government bond means a security created and issued by the Government for the purpose of raising a public loan.

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Inoperative/Dormant Account

An inoperative/dormant account is a savings bank or current account in which there are no transactions for over a period of two years.

Mail

A letter in a physical or electronic form.

NEFT

National Electronic Funds Transfer (NEFT) system is a nationwide funds transfer system to facilitate transfer of funds from one bank branch to any other bank branch in the country.

Nomination facility

The Nomination facility enables the Bank to: Make payment to the nominee of a deceased depositor, of the amount standing to the credit of the depositor; return to the nominee the articles left by a deceased person in the Bank’s safe custody; release to the nominee of the hirer, the contents of a safe deposit locker, in the event of the death of the hirer.

Out-of-date (stale) Cheque

A cheque, presented for collection, three months after the date of issue of the cheque.

PAN

The Permanent Account Number is an all India unique number having ten alphanumeric characters allotted by the Income Tax Department, Government of India. It is issued in the form of a laminated card. It is permanent and will not change with change of address of the assessee or change of Assessing Officer.

Password

A word or numbers or a combination on an access Code, which the customer has chosen, to allow him to use a phone or Internet Banking service. It is also used for identification.

PIN (Personal Identification Number)

A confidential number, use of which along with a card allows customers to pay for articles/services, withdraw cash and use other electronic services offered by the Bank.

RTGS

The acronym ‘RTGS’ stands for Real Time Gross Settlement. RTGS system offers the fastest means of transfer of funds through banking channel. Settlement of transactions under RTGS takes place on one-to-one basis, which is termed as ‘Gross’ settlement and in ‘real time’ i.e. without any waiting period.

Reference Rate

It is the benchmark rate of interest of a bank to which interest on loans sanctioned under floating rate of interest is linked. The Reference Rate of interest is determined/modified by individual banks in accordance with their policies.

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Senior Citizen

Senior Citizen is a person of over sixty years of age.

Smart Card

A Smart Card is a plastic card about the size of a credit card, with an embedded microchip which can process data. It provides a secure way of identification, authentication and storage of data. It can be used for telephone calling, electronic cash payments, and other applications.

Tariff Schedule

A schedule detailing charges levied by a bank on the products and services offered by it to its customers.

Unpaid Cheque

This is a cheque, which is returned ‘unpaid’ (bounced) by the Bank.

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The Code has been evolved by the Banking Codes and Standards Board of India (BCSBI) in collaboration with the Reserve Bank of India, Indian Banks’ Association and member banks. The central objective of the Code is promoting good and fair banking practices, setting minimum standards, increasing transparency, achieving higher operating standards and above all, promoting cordial banker-customer relationship which would foster confidence of the common man in the banking system.

BCSBI was set up in February 2006 as an autonomous institution ‘to monitor and ensure that the Banking Codes and Standards adopted by the Banks are adhered to in true spirit while delivering their services’.

BCSBI has evolved two sets of Codes – Code of Bank’s Commitment to Customers and the Code of Bank’s Commitment to Micro and Small Enterprises. These Codes have been adopted by member banks of BCSBI which include scheduled commercial banks, urban co-operative banks and regional rural banks.

BCSBI by its design and mandate is not a grievance redressal forum. However, BCSBI looks at complaints with a view to identifying systemic deficiencies, if any, in terms of gaps in policies, procedures and practices at the Banks and initiates action for their rectification.

For further information about BCSBI please log on to the website www.bcsbi.org.in

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HSBC Advance PhoneBanking numbers in India (Toll Free numbers)

1800 102 2208 or 1800 267 3456

HSBC Advance PhoneBanking numbers for NR customers

Calls to India from overseas: 040 - 6717 3404 \ 080 - 4908 9634

Australia : 1300 787 414 (Local Rates)

Canada : 1 877 NRI HSBC 1 877 674 4722 (Toll Free)

Hong Kong : 852 2822 3986 (Free from landline) 852 2822 2767 (Free from landline)

India : 1800 102 2208 or 1800 267 3456 (Toll Free)

Singapore : 65 6533 5462 (Local Rates)

United Kingdom : 080 03285902 (Local Rates) 080 00851264 (Local Rates) 080 03893587 (Local Rates)

Middle East : Bahrain 973 1756 9645 (Local Rates) Kuwait 965 2223 0727 (Local Rates) Oman 968 2476 2727 (Local Rates) Qatar 974 4432 8325 (Local Rates) Saudi Arabia 9661 276 4163 (Local Rates - Riyadh, Alkhobar, Dammam and Jeddah) United Arab Emirates 800 4393 (Toll Free - Dubai, Sharjah, Ajman, Fujairah, Al Ain, Ras Al Khaimah, Umm Al Quwain)

United States of : 1 877 NRI HSBC America 1 877 674 4722 (Toll Free)

Issued by The Hongkong and Shanghai Banking Corporation Limited, India. Incorporated in Hong Kong SAR with limited liability.

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