Frequently Asked Questions

Rupeeflow Finance Private Limited is an innovative Indian fintech company that provides cutting-edge payment solutions designed for the modern economy. We offer four main products:

• Cross-Border UPI Gateway - Receive international payments directly in your UPI account

• Offline-First UPI for Bharat - Make UPI payments without internet connectivity

• Green Payment Gateway (Eco-Pay) - Eco-friendly payments with carbon tracking and tree planting rewards

• Smart Wallet for Gig Workers - Digital wallet with auto-generated billing and PFRC support

Yes! We operate under strict regulatory compliance:

• Registered with the Reserve Bank of India (RBI)

• Compliant with NPCI (National Payments Corporation of India) guidelines

• Follow PMLA (Prevention of Money Laundering Act) regulations

• Certified under ISO 27001 for information security

• PCI-DSS Level 1 compliant for payment processing

• Regular audits by CERT-In approved agencies

Your funds and data are protected by bank-grade security measures including 256-bit SSL encryption, multi-factor authentication, and 24/7 fraud monitoring.

Our services are available to:

• Freelancers & Consultants - Receive international payments easily

• Micro-Exporters & Small Businesses - Expand globally with cross-border payments

• Rural Merchants & Shopkeepers - Accept UPI payments without internet

• Gig Workers & Independent Contractors - Manage earnings and invoices

• D2C Brands & E-commerce - Offer sustainable payment options

• Individual Users - Anyone 18+ years old with a valid Indian bank account

For Mobile App:

• Android 6.0 or higher / iOS 13 or higher

• Active mobile number with SMS capability

• Internet connection (except for offline UPI payments)

• Minimum 100 MB free storage space

For Web Platform:

• Modern browser (Chrome, Firefox, Safari, Edge - latest 2 versions)

• Stable internet connection

• JavaScript enabled

For Offline UPI:

• NFC-enabled smartphone OR

• Basic phone with SMS capability OR

• Bluetooth-enabled device

📧 Email Support:

• General: support@rupeeflow.in

• Technical: tech@rupeeflow.in

• Refunds: refunds@rupeeflow.in

• Fraud Reports: fraud@rupeeflow.in

📞 Phone Support:

• Toll-Free: 1800-XXX-XXXX (24/7)

• International: +91-XXX-XXX-XXXX

💬 Live Chat:

• Available in-app and on website (9 AM - 9 PM IST)

Average Response Times:

• Live Chat: < 2 minutes

• Email: < 24 hours

• Phone: Immediate

Getting started is easy! Follow these steps:

Step 1: Download & Install

• Download the Rupeeflow app from Google Play Store or Apple App Store

• Or visit www.rupeeflow.in for web registration

Step 2: Basic Registration

• Enter your mobile number

• Verify with OTP

• Create a strong password

• Add your email address

Step 3: KYC Verification

• Upload PAN card

• Provide Aadhaar number (for eKYC)

• Take a live selfie for verification

• Enter bank account details

• Link your UPI ID

Step 4: Verification & Approval

• KYC verification typically completes in 5-10 minutes

• You'll receive confirmation via SMS and email

• Start using services immediately!

We offer three KYC levels based on your needs:

Level 1: Basic KYC (No Documents)

• Transaction Limit: ₹10,000 per month

• Features: Basic wallet, peer-to-peer transfers

• Verification: Mobile number + email only

Level 2: Standard KYC (Aadhaar + PAN)

• Transaction Limit: ₹1,00,000 per month

• Features: All products, domestic payments

• Verification: eKYC via Aadhaar

Level 3: Premium KYC (Full Documentation)

• Transaction Limit: ₹5,00,000 per month (or higher upon request)

• Features: Cross-border payments, merchant services

• Verification: Video KYC + business documents

No! Account creation is completely FREE.

What's Free:

• Zero registration fees

• No annual maintenance charges

• Free KYC verification

• Free basic wallet features

• Free customer support

Optional Premium Features:

• Cross-border payment fees: 1.5-3% per transaction

• Offline UPI hardware device rental: ₹300-500/month

• Premium merchant analytics: ₹999/month

• Bulk payment processing: Custom pricing

Our Cross-Border UPI Gateway makes receiving international payments as easy as domestic UPI!

How It Works:

1. Client abroad initiates payment in USD/EUR/GBP

2. Payment processed through our gateway partners

3. Currency automatically converted at competitive rates

4. Amount credited directly to your UPI-linked bank account

5. You receive payment in INR within 1-3 business days

Supported Currencies:

🇺🇸 USD, 🇪🇺 EUR, 🇬🇧 GBP, 🇨🇦 CAD, 🇦🇺 AUD, 🇸🇬 SGD

Key Benefits:

✅ No need for international bank accounts

✅ Competitive forex rates

✅ Transparent fee structure (1.5-3%)

✅ FEMA compliant

✅ Real-time payment tracking

Our pricing is transparent and competitive:

Transaction Fees:

• $0 - $500: 3% + $2 per transaction

• $501 - $2,000: 2.5% per transaction

• $2,001 - $5,000: 2% per transaction

• Above $5,000: 1.5% per transaction

Currency Conversion:

• Markup: 0.5% above interbank rates

• No hidden charges

• Live rates displayed before confirmation

Example: If your client sends $1,000:

• Transaction fee: 2.5% = $25

• Net amount: $975

• Converted to INR at rate: ₹82.50

• You receive: ₹80,437.50

Revolutionary payment solution for areas with poor or no internet connectivity!

The Problem We Solve:

Rural areas and remote locations often face weak mobile networks, no internet connectivity, and failed UPI transactions.

Our Solution - Make UPI payments completely offline using:

1. SMS-Based Payments

• Send payment via simple SMS command

• No internet required

• Works on basic feature phones

2. NFC (Near Field Communication)

• Tap phone to merchant device

• Instant payment processing

• No data connection needed

3. Bluetooth Technology

• Pair devices locally

• Transfer payment information

• Works in zero connectivity zones

Perfect For: Rural merchants, hill stations, underground markets, agricultural payments, door-to-door sales

Absolutely! Safety is our top priority with multiple security measures:

1. Transaction Limits

• SMS Payments: Maximum ₹500 per transaction

• NFC Payments: Maximum ₹2,000 per transaction

• Daily offline limit: ₹5,000

2. Device Authentication

• Unique encrypted device ID

• Biometric/PIN verification

• Device pairing required

3. Reconciliation Process

• All offline transactions verified upon sync

• Duplicate transactions automatically rejected

• Real-time fraud detection

4. Escrow Protection

• Funds held in secure escrow during offline period

• Released only after successful verification

Zero Liability: If you report unauthorized transactions within 24 hours

Eco-Pay is India's first eco-conscious payment gateway that rewards you for sustainable shopping!

How It Works:

Step 1: Shop with Eco-Pay

• Make purchases at partner D2C brands

• Use Rupeeflow's Green Payment Gateway

• Pay normally via UPI/card/wallet

Step 2: Earn Eco-Points

• Earn 1 Eco-Point for every ₹500 spent

• Bonus points for verified sustainable brands

• Track your carbon footprint reduction

Step 3: Redeem for Impact

• Plant Trees: 10 points = 1 tree planted

• Carbon Offset: Support verified projects

• Discounts: Use points at partner brands

• Donations: Contribute to environmental NGOs

Step 4: Track Your Impact

• View sustainability dashboard

• See total CO2 offset

• Get geotagged photos of trees

• Share impact on social media

Complete transparency! Every tree planted is documented:

Your Personal Forest Dashboard:

1. Tree Registry

• Each tree gets a unique ID

• Date and location of planting

• Species planted (native to region)

• Estimated CO2 absorption capacity

2. Geotagged Photos

• Photo at planting (Month 0)

• Growth updates (Month 6, Year 1, 2, 3)

• GPS coordinates visible

3. Impact Metrics

• Total trees planted by you

• Total CO2 offset (kg)

• Water conservation impact

Certificates & Proof:

• Digital tree certificate with your name

• Downloadable PDF report

• Shareable on social media

• QR code to verify authenticity

Planting Partners: Grow Trees, Sankalp Taru Foundation, Give Me Trees Trust, State Forest Departments

A digital wallet designed specifically for India's 15 million+ gig workers!

Key Features:

1. Instant Payment Reception

• Receive payments from platforms instantly

• No waiting for weekly/monthly cycles

• Zero transaction fees for receipts below ₹10,000/month

2. Auto-Generated Invoicing

• Create professional invoices in seconds

• GST calculations automatic

• Customizable templates

• Invoice tracking (paid/unpaid/overdue)

3. PFRC (Provident Fund) Support

• Auto-calculate PF contributions

• Generate PFRC documentation

• Track lifetime contributions

• Export for tax filing

4. Billing & Subscription Management

• Track all platform subscriptions

• Payment reminders

• Expense categorization

5. Financial Wellness Tools

• Earnings dashboard

• Expense tracking

• Savings goals

• Income tax estimation

Say goodbye to manual billing forever!

Invoice Generation Process:

Step 1: Set Up Your Profile (One-time)

• Business name and logo

• GST number (if applicable)

• Contact details

• Terms & conditions template

Step 2: Create Invoice (30 seconds!)

• Enter client name and email

• Add work description/items

• Specify quantity and rate

• Tax automatically calculated

• Preview and send!

Step 3: Track Payment

• Invoice status: Sent → Viewed → Paid

• Automatic payment reminders

• Payment link embedded

• Receipt generation automatic

Smart Features:

• Auto-fill from previous work

• Multi-currency support (USD, EUR, GBP)

• GST compliance (IGST, CGST, SGST)

• Professional branding

• Accounting integration (Excel, Tally, QuickBooks)

Multiple layers of security protect your funds:

1. Regulatory Compliance

• RBI authorized payment service

• NPCI certified partner

• PCI-DSS Level 1 compliant

2. Insurance Coverage

• Transaction insurance up to ₹1 lakh

• Fraud protection guarantee

• Cyber insurance policy

3. Escrow Accounts

• Your funds held in separate accounts

• Partner banks: HDFC, ICICI, Axis

• DICGC insurance (up to ₹5 lakh)

4. Two-Factor Authentication (2FA)

• OTP verification for every payment

• Biometric authentication

• Device-based authentication

5. Real-Time Fraud Detection

• AI-powered anomaly detection

• Suspicious activity alerts

• 24/7 security monitoring

Zero Liability Policy: If you report unauthorized transactions within 24 hours, you get 100% refund

Act immediately! Every second counts:

Immediate Actions (Within 5 Minutes):

Step 1: Freeze Your Account

• Open app → Settings → Security → Emergency Freeze

• Or SMS "FREEZE" to 9XXXX-XXXXX

• Account locked instantly

Step 2: Report to Rupeeflow

• Call fraud helpline: 1800-XXX-XXXX (24/7)

• Email: fraud@rupeeflow.in

• In-app: Help → Report Fraud

Step 3: Notify Your Bank

• Call bank customer care

• Report compromised UPI/card

• Request transaction reversal

Within 24 Hours:

• File formal complaint

• Change all credentials

• Monitor your account

Investigation Timeline:

• Acknowledgment: Immediate

• Investigation: 7-15 days

• Resolution: Within 30 days

Refund Policy: Genuine fraud cases get 100% refund

Transparent pricing with no hidden charges!

Personal Transactions:

UPI Payments (Domestic): FREE

Wallet to Wallet: FREE (Rupeeflow to Rupeeflow)

Bank Transfers:

• IMPS: ₹5 per transaction

• NEFT: FREE

• RTGS: ₹25 per transaction

Card Payments:

• Debit cards: 0.5% (max ₹100)

• Credit cards: 1.5% + GST

Cross-Border Payments:

• $0-500: 3% + $2

• $501-2,000: 2.5%

• $2,001-5,000: 2%

• Above $5,000: 1.5%

Smart Wallet:

• Receive money: FREE (first ₹10,000/month)

• Above ₹10,000: 0.25%

• Withdrawal: FREE (above ₹500)

Account Maintenance: FREE forever

NO! We believe in 100% transparency.

Our Promise - What You See Is What You Pay:

• Fee shown before every transaction

• Breakdown of charges available

• GST clearly indicated

• No post-transaction surprises

We NEVER Charge:

❌ Undisclosed currency conversion markups

❌ Hidden payment gateway charges

❌ Surprise annual fees

❌ Minimum balance penalties

❌ Dormancy charges without warning

❌ Customer support charges

Third-Party Charges (Out of Our Control):

We inform you about:

• Bank charges (your bank may levy)

• Telecom charges (SMS costs)

• Currency fluctuation

• International recipient fees

Price Lock Guarantee: Fee displayed = Fee charged (valid for 15 minutes)

Simple 3-step process:

Step 1: Identify the Transaction

• Open app → Transactions → Select transaction

• Note transaction ID and details

Step 2: Initiate Refund Request

Via App (Fastest):

1. Select transaction

2. Tap "Report Issue"

3. Choose reason (wrong recipient, duplicate charge, etc.)

4. Add description and proof

5. Submit request

Via Email: refunds@rupeeflow.in

Via Phone: 1800-XXX-XXXX

Via Live Chat: In-app support

Step 3: Track Your Refund

• Status updates: Received → Under Review → Approved → Processed → Completed

• App → Refunds → Refund ID

• Email/SMS notifications

Refund Timeline:

• Duplicate charge: 4-7 days

• Failed transaction: 5-7 days (automatic)

• Merchant cancellation: 7-10 days

• Fraud investigation: 30-90 days

Depends on the reason and payment method:

Standard Refund Timelines:

Automatic Refunds (Failed Transactions):

• Total time: 5-8 days maximum

Manual Refunds (Request-Based):

• Fast Track: 4-10 days

• Standard: 10-18 days

• Complex Cases: 30-120 days

By Payment Method:

• UPI Refunds: 24-48 hours (fastest)

• Credit/Debit Card: 5-7 business days

• Net Banking: 3-5 business days

• Wallet: Instant upon approval

• International Cards: 10-15 business days

Why Delays Happen:

• Bank holidays/weekends

• High volume periods

• Incomplete information

• Merchant verification required

• International banking procedures

Our Commitment: Compensation (₹100 per week) if delayed beyond committed timeline

Quick troubleshooting guide:

Common Issues & Solutions:

1. App Won't Open / Crashes

• Force close and restart

• Clear app cache

• Update to latest version

• Free up storage (need 500 MB)

• Check compatibility (Android 6.0+ / iOS 13+)

2. Cannot Login

• Verify credentials (case-sensitive)

• Reset password

• Check internet connection

• Request OTP resend

3. Payment Failing

• Check sufficient balance

• Verify transaction limits

• Stable internet required

• Verify recipient details

4. Slow Performance

• Close background apps

• Clear cache regularly

• Update app

• Restart phone

Still Not Working?

📞 Call: 1800-XXX-XXXX

📧 Email: tech@rupeeflow.in

💬 Live Chat: In-app support

Temporary Solution: Use web version at www.rupeeflow.in

Yes! Multiple ways to reach us 24/7:

📞 Main Customer Care:

• Toll-Free: 1800-XXX-XXXX

• Availability: 24/7 (All days)

• Languages: English, Hindi, Tamil, Telugu, Kannada, Bengali

• Wait Time: < 2 minutes average

Specialized Helplines:

• Fraud & Security: 1800-XXX-XXXX (Option 2) - 24/7

• Technical Support: +91-XXX-XXX-XXXX - 24/7

• Cross-Border Payments: +91-XXX-XXX-XXXX - 9 AM-9 PM

• Merchant Support: 1800-XXX-XXXX (Option 3) - 9 AM-7 PM

📧 Email Support:

• General: support@rupeeflow.in (< 24 hours)

• Technical: tech@rupeeflow.in (< 12 hours)

• Refunds: refunds@rupeeflow.in (< 24 hours)

• Fraud: fraud@rupeeflow.in (Immediate)

💬 Live Chat:

• In-app & website chat (9 AM - 9 PM IST)

• WhatsApp: +91-XXX-XXX-XXXX

📱 Social Media:

• Twitter: @RupeeflowSupport (< 2 hours)

• Facebook Messenger (< 4 hours)