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Customer Services
 

At Airtel money, it is our endeavour to provide premium service to our customers. In order to address your queries and complaints up to your satisfaction, we have established 2 levels of support desks.

 
customer service contact details

Level 1 support

Getting in touch with us is very easy. In case you have any complaints, queries or requests, you can:

a. Call us

You can call us at our contact centre for any query, feedback or complaint you have. The support is available 365 days a year, from 7 am till 11 pm

Simply call 400 from your airtel number. In case you are calling from any other mobile or fixed line, just dial 8800012121 (standard calling charges apply). For complaints where a reference number has been generated, the period of resolution is 7 business days.

b. Mail us

You can also email your queries, suggestions, feedback or complaints to wecare@airtelmoney.com.

c. Visit our website

You can also register your complaints or share your suggestions/feedback on our website
http://www.airtel.in/forme/home/needhelp. Your complaints will be resolved within 7 business days.

 

Level 2 support

Grievance redressal
Airtel Money aims to resolve all your complaints as soon as you get in touch with us at the first point of contact. In case you don't get satisfactory resolution of your query/complaint at the customer service center, you can escalate the issue to our Grievance Redressal Officer with the complaint reference number and the details of grievance.

Mail us

Send in your complaints at grievance.officer@airtelmoney.in from 9:30 am to 6:30 pm (except on national holidays). We will resolve your query within 10 business days from the date of receipt.

Our postal address:
Airtel Payments Bank

Registered office:
Bharti Crescent, 1 Nelson Mandela Road,
Vasant Kunj, Phase II,
New Delhi – 110 070, India

 

Corporate office:
airtel Center, Plot No. 16,
6th floor, Udyog Vihar, Ph-4,
Gurgaon-122001, Haryana, India

 

Charges & Services
processing fee

Service Charge action
Register for Express Account Rs. 15 (Offer : NO processing fee is charged if you do your first load cash online) register now
Register or upgrade to a Power Account Rs.50 register now


In addition, specific transaction charges are as below:
Transaction charge
Telecom and DTH payments(except BSNL and MTNL) FREE
Utility payments(Electricity, Gas, Insurance, BSNL/MTNL) Free on *400# or Airtel Money App. Customers of WBSEDCL will be charged Rs 4.49 convenience fees for electricity bill payment.
Online travel booking 1% (max. Rs. 50)
Online Shopping FREE
Movie ticket booking FREE
Shops, restaurants etc FREE
Send money to Airtel Money Account FREE
Send money to bank account Slab wise pricing*
<=50 : Rs2
51 – 1000 : Rs20
1001 – 2000 : Rs40
2001 – 3000 : Rs60
3001 – 4000 : Rs80
4001 – 5000 : Rs100
Send money to Airtel Money Account FREE

 

Terms and conditions

By enrolling for the airtel money Services, the customer acknowledges that the customer has read, understood and agrees to be bound by these Terms and Conditions.

 
1. Definitions

1.1 Airtel Payments Bank Limited is a company incorporated under the Companies Act, 1956 with its registered office at Bharti Crescent, 1, Nelson Mandela Road, Vasant Kunj, Phase II, New Delhi - 110070, India and principle office at Airtel Center, Plot No. 16, Udyog Vihar, Phase-IV, Gurgaon-122015.

1.2 "Airtel Money Services" or "Services" refer to stored value card wallet services offered by Airtel Payments Bank under the certificate of authorisation issued by the Reserve Bank of India (RBI). Under Services, Airtel Payments Bank issues the Airtel Money Account.

Airtel Money Services are governed by:
(a) Regulations under the Payment and Settlement Systems Act, 2007
(b) Issuance and Operation of the Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 (RBI Guidelines)
(c) Instructions issued by the RBI from time to time with respect to the same

1.3 "Customer" shall mean an individual above the age of 18 years who has registered with Airtel Payments Bank for availing the Airtel Money Services and who has accepted these Terms and Conditions and owns a compatible mobile phone that supports the Airtel Money Services.

1.4 "Access Channel" shall mean the method used by the Customer to access the Airtel Money account which includes USSD, IVR, SIM STK or the smartphone application available on the Google Play Store and the App Store.

1.5 "Airtel Money account" shall mean the prepaid payment Instrument issued by Airtel Payments Bank Limited including Express Account and Power Account.

1.6 "Charge(s)" or "Service Charge" shall mean the charges which Airtel Payments Bank may levy upon the Customer in consideration for enrolling for the Airtel Money Services.

1.7 "Card-to-Card Transfer" refers to a facility provided by Airtel Payments Bank Limited an Airtel Money Account can transfer funds from an Airtel Money Account to any other Airtel Money Account issued by Airtel Payments Bank.

1.8 "Card-to-Bank Transfer" refers to a facility provided by Airtel Payments Bank whereby an Airtel Money Account can transfer funds from an Airtel Money Account to a savings or current bank account.

1.9 "Domestic Money Transfer" refers to Card-to-Card Transfer and Card-to-Bank Transfer.

1.10 "Merchant Establishment" shall mean and include physical merchants, remote merchants, electronic commerce merchants, mobile commerce merchants and/or any other merchants (including financial services) who have been authorised by Airtel Payments Bank Limited to accept payment for goods or services using the Airtel Money Account.

1.11 "USSD" means Unstructured Supplementary Services Data and refers to a method of accessing and using the Airtel Money Account, i.e. by dialing a specified short code from the registered Airtel Money mobile number.

1.12 "Enrollment Form" shall mean the form to be completed in writing by the Customer along with necessary supporting documents, as required by Airtel Payments Bank Limited for enrolling for the Airtel Money Services.

1.13 "Express Account" shall mean an Airtel Money Account classified as semi-closed system payment instrument issued by Airtel Payments Bank by accepting minimum customer details, which can be used for purchase of goods or services at all identified merchant establishments including financial services and Domestic Money Transfers as per the RBI guidelines.

1.14 "Power Account" shall mean an Airtel Money Account classified as semi-closed system payment instrument issued by Airtel Payments Bank by accepting full KYC document approved under Rule 2(d) of the PML Rules 2005, as amended from time to time, which can be used for purchase of goods or services at all identified merchant establishment including financial services and Domestic Money Transfers as per the RBI guidelines.

1.15 "KYC" stands for Know Your Customer and refers to the various norms, rules, laws and statutes issued by RBI from time to time under which Airtel Payments Bank Limited is required to procure personal identification details and proof of documents from the Customer as may be required at the time of enrolling for Airtel Money Services and/ or on a later date, for availing and/or continuation of the Airtel Money Services.

1.16 "mPIN" shall mean the secret numeric password used to secure Airtel Money applications, without knowledge of which the Airtel Money Account may not be operable.

1.17 "Transaction" shall mean any debit of money balance in the customer's Airtel Money Account including but not limited to payment for purchase of goods or services at all identified merchant establishments including financial services or Domestic Money Transfers.

 

2. INTERPRETATION

2.1 All references to singular include plural and vice versa and the word “includes” should be construed as “without limitation”.

2.2 Words importing any gender include the other gender.  

2.3 Reference to any statute, ordinance or other law includes all regulations and other instruments and all consolidations, amendments, re-enactments or replacements for the time being in force.

2.4 All headings, bold typing and italics (if any) have been inserted for convenience of reference only and do not define limit or affect the meaning or interpretation of these Terms.

 

3. DOCUMENTATION

3.1 The collection, verification, audit and maintenance of correct and updated Customer information is a continuous process and Airtel Payments Bank Limited reserves the right, at any time, to take steps necessary to ensure compliance with all relevant and applicable KYC requirements. Airtel Payments Bank Limited reserves the right to discontinue services / reject applications for Airtel Money Services at any time if there are discrepancies in information and/or documentation provided by the Customer.

3.2. Any information provided to Airtel Payments Bank Limited with the intention of securing airtel money Services shall vest with Airtel Payments Bank Limited, and may be used by Airtel Payments Bank Limited, for any purpose consistent with any applicable law or regulation, at its discretion.

3.3. If the particulars provided by the Customer in the KYC documents do not match with details mentioned in the enrollment Form, then Airtel Payments Bank Limited has the right to close the account and forfeit the balance therein.

4. GENERAL CONDITIONS OF AIRTEL MONEY SERVICE

4.1 The Customer will be issued, Express Account immediately after successful registration. The account can be upgraded to a Power Account after the Customer submits KYC documents at the time of registration itself or on a later date and the same are verified and approved by Airtel Payments Bank. Power Account shall ordinarily be activated within twenty one (21) working days of receipt and verification of the associated documentation.

4.2 The Customer may credit the airtel money Account through any of the methods mentioned at www.airtel.in/money. The list of cash-in outlets, limits and methods of crediting airtel money Account are subject to change as per discretion of Airtel Payments Bank without any prior intimation to the Customer.

4.3 The Customer may note that withdrawing cash and refunds from airtel money Account is not allowed. Any outstanding credit in the airtel money Account must be utilised only to make payments for bona-fide Transactions.

4.4 airtel money Services are available only to resident Indians who have attained the age of 18 years and are competent to contract.

4.5 airtel money Services for Bharti Airtel Limited mobile connection holders is available on all the Access Channels subject to the Customer’s mobile handset supporting these Access Channels. airtel money Services for other telecommunications service provider mobile connection holders is available only on the smartphone application available on the Google Play Store and the App Store.

4.6 airtel money Services are not transferable.

4.7 The maximum monetary value that can be stored at any point of time in an airtel money Power Account is INR 1, 00,000 (Rupees One Lac Only). The maximum permitted value of all Transactions in a single day for airtel money Power Account is INR 50,000 (Rupees Fifty Thousand Only).

4.8 The maximum monetary value that can be stored and utilised in a month in an Express Account is INR 10,000 (Rupees Ten Thousand Only).

4.9 The maximum monetary value that can be transferred under Domestic Money Transfer for an Express Account in a single month is INR 10,000 (Rupees Ten Thousand Only) and is also subject to a per transaction limit of Rs. 5,000 (Rupees Five Thousand Only).

4.10 The maximum monetary value that can be transferred under Domestic Money Transfer for an Power Account in a single month is INR 25,000 (Rupees Twenty Five Thousand Only) and is also subject to a per transaction limit of Rs. 5,000 (Rupees Five Thousand Only).

4.11 For Transactions through USSD, the maximum permitted value of a single Transaction is INR 5,000 (Rupees Five Thousand Only).

4.12 These limitations stated in clauses 4.7, 4.8, 4.9, 4.10 & 4.11 may be reviewed and modified at the discretion of Airtel Payments Bank without prior intimation to the Customer.

4.13 Airtel Payments Bank reserves the right to suspend/discontinue airtel money Services at any time, for any cause, including, but not limited, to the following:

(a) For any suspected discrepancy in the particular(s), documentation or Enrollment Form provided by the Customer
(b) To combat potential fraud, sabotage, willful destruction, threat to national security or for any other force majeure reasons etc.
(c) If the same is due to technical failure, modification, upgradation, variation, relocation, repair, and/or maintenance due to any emergency or for any technical reasons
(d) If the same is due to any transmission deficiencies caused by topographical and geographical constraints/limitations
(e) If the mobile connection with which the airtel money Account is related ceases to be operational or in the Customer’s possession or control
(f) For any suspected violation of the rules, regulations, orders, directions, notifications issued by RBI from time to time or for any violation of the Terms and Conditions mentioned herein
(g) If Airtel Payments Bank believes, in its reasonable opinion, that cessation/ suspension is necessary

4.14 Airtel Payments Bank may as per its discretion introduce appropriate controls including but not limited to revised airtel money Account limits. Airtel Payments Bank may further request the Customer / beneficiaries of the airtel money Services to submit additional KYC documents as part of ongoing monitoring and customer due diligence.

4.15 The value stored in the airtel money Account shall NOT be refunded under ANY circumstances. The Customer must utilise the value stored in the airtel money Account to make payments for bona-fide Transactions.

4.16 The Customer is permitted to maintain and operate only one airtel money Account. Any suspected non-conformity with this requirement shall be just cause for the suspension/ discontinuation of any/all airtel money Accounts associated with the Customer by Airtel Payments Bank.

4.17 In case the Customer applies  for an airtel money axis bank super account on the same mobile phone connection, the Customer hereby unconditionally authorise Airtel Payments Bank to close the existing airtel money Account and  transfer the outstanding balance (if any) to the newly created airtel money axis bank super account.

 

5. BILLING AND PAYMENT

5.1 The Customer shall pay the Service Charges prescribed by Airtel Payments Bank Limited in the form and manner prescribed for such payment. Airtel Payments Bank Limited may at its discretion, change, amend, increase, modify or reduce the Service Charges from time to time without prior intimation to the Customer. For schedule of Service Charges please refer company website (www.airtel.in/money) or call the Airtel Money customer care center.

5.2 Any value in the Airtel Money Account that is utilised towards making payments for any Transaction shall be automatically debited from the Airtel Money Account. Airtel Payments Bank's responsibility is limited to the debiting of the Airtel Money Account and subsequent payment to any Merchant Establishment including financial services or transfer to the bank. Airtel Payments Bank Limited does not endorse, promote, champion or warrant any goods and/or services that might be bought/availed or proposed to be bought/availed using the Airtel Money Services.

5.3 Airtel Payments Bank Limited reserves the right to recover funds for transactions processed from the balance in the Customer’s Airtel Money Account. 

 

6. CUSTOMER OBLIGATIONS

6.1 Airtel Money Services availability is subject to the maintenance of an active mobile phone connection with a telecommunications service provider and a mobile phone handset supporting Access Channels on which Airtel Money Services run. The Customer is solely responsible for all liability arising from the unavailability of the Airtel Money Services due to non-maintenance of an active mobile phone connection with the telecommunications service provider or a mobile handset not supporting the Access Channels.

6.2 The Customer must ensure the availability of sufficient funds before executing any transaction from the airtel money Account.

6.3 The Customer shall be solely responsible for the confidentiality, safety and security of the mPIN. The Customer shall be the sole owner of the mPIN and shall be responsible for the consequences arising out of disclosure of the mPIN and/or the unauthorised use of airtel money Service. In case the mPIN is lost or misplaced, the Customer shall promptly inform Airtel Payments Bank Limited by calling at the customer care numbers where after the mPIN will be barred and a new mPIN will be issued to the Customer after necessary validation. In case the mobile phone/ SIM card associated with the Airtel Money Services is lost/stolen/misplaced/ no longer in the Customer’s control or possession or operational, the Customer shall promptly inform Airtel Payments Bank.

6.4 The Customer shall only use the Airtel Money Services for Transactions with the approved Merchant Establishment including financial services and banks. The list of Merchant Establishments including financial services and banks is available at www.airtel.in/money and is subject to change at Airtel Payments Bank's discretion without prior intimation.

6.5 The Customer shall intimate Airtel Payments Bank Limited about change in any information, including but not limited to change in address etc. within one week along with such proof of change as per the KYC documents and further provide any information and document that Airtel Payments Bank Limited may request from time to time.

6.6 The Customer shall not use Airtel Money Services for any purpose that might be construed as contrary or repugnant to any applicable law, regulation, guideline, judicial dicta, Airtel Payments Bank Limited policy or public policy or for any purpose that might negatively prejudice the goodwill of Airtel Payments Bank.

6.7 The Customer acknowledge and understand that Airtel Money Services are linked to the mobile phone connection and the Customer shall be solely responsible for any liability arising out of the loss/ theft / misuse of the mobile phone number or deactivation of mobile connection by the telecommunications service provider.

6.8 Information submitted by the Customer for availing the Airtel Money Services or information submitted while using Airtel Money Services may be shared with third parties (including but not limited to Bharti Airtel Limited) by Airtel Payments Bank Limited, inter alia, to facilitate the provision of Airtel Money Services.

6.9 Information submitted by the Customer for availing the mobile connection of Bharti Airtel Limited or information submitted by the Customer while using the mobile connection of Bharti Airtel Limited, can be requested from Bharti Airtel Limited and used by Airtel Payments Bank Limited to facilitate the provision of Airtel Money Services.

6.10 The Customer shall ensure that the Airtel Money Services are not used for Transactions in foreign currency.

7. CONFIDENTIALITY

7.1 Privacy of communication is subject to the terms of the certificate of authorization granted by the RBI and RBI notifications/directives etc. The Customer specifically agree that in order to facilitate the provision of Airtel Money Services, Airtel Payments Bank Limited may be required to disclose any information or particulars pertaining to the Customer to any authority, statutory or otherwise.

7.2 The user interfaces, graphics, logos, design, compilation, information, computer code (including source code and object code), products, software, services, and all other elements of the Airtel Money Service provided by the Airtel Payments Bank Limited (the “Materials”) are protected by copyright, designs, patent, and trademark laws, international conventions and other applicable intellectual property and proprietary rights of either Airtel Payments Bank Limited and/or its related parties.

7.3 Any information relating to the Customer is generally used to provide the Airtel Money Services, improve the Airtel Money Services and otherwise. For a detailed overview of what kind of information Airtel Payments Bank Limited collects, stores, uses, shares, please go through the privacy policy available on the company’s website. 

 

8. DISCLAIMER OF LIABILITY

8.1 Airtel Payments Bank Limited makes no express or implied warranty, guarantee, representation or undertaking whatsoever regarding the Airtel Money Services, which are not expressly mentioned herein.

8.2 Airtel Payments Bank Limited shall not be responsible for any acts or omissions of any third party including distributors/retailers/merchants etc., with regard to services which are not expressly authorised by Airtel Payments Bank Limited.

8.3 Airtel Payments Bank Limited shall not be liable to any person for any delays, loss of business, profit, revenue or goodwill, anticipated savings, damages, fees costs, expense, etc. or for any indirect or consequential loss, howsoever  arising, on Airtel Money Account being unavailable/usage of the Airtel Money Services or otherwise.

8.4 Airtel Payments Bank Limited shall not be liable to any person for injuries or damages resulting from omissions, interruptions, delays, errors in transmission, failures or defects in equipment, or disconnection of the mobile services by Bharti Airtel Limited or any other cause including but not limited to the failure to transmit, or any other causes beyond the control of Airtel Payments Bank Limited or for any reason whatsoever.

8.5 The Terms and Conditions herein shall be subject to the notifications/ guidelines issued by RBI, from time to time.

8.6 Airtel Payments Bank Limited will do its best to ensure that customer Transactions and information remain secure and confidential. Airtel Payments Bank Limited makes no warranty or representation of any kind in relation to the system and the network or their function or performance or for any loss or damage whenever and howsoever suffered or incurred by the Customer or by any person resulting from or in connection with the use of the Airtel Money Services.

9. INDEMNITY

9.1 The Customer agree to indemnify, defend and hold Airtel Payments Bank Limited and/or related parties harmless from any and all claims, losses, damages, and liabilities, costs and expenses, including and without limitation legal fees and expenses, arising out of or related to the use or misuse of the Airtel Money Services, any violation of these Terms and Conditions, or any breach of the representations, warranties, and covenants.

10. ADDITIONAL T&Cs

10.1 Any dispute with or complaint against any Merchant Establishment including financial services or banks must be directly resolved by the Customer with the Merchant Establishment or financial services company or bank. It is clarified that Airtel Payments Bank Limited shall not be responsible or liable for any deficiency in goods and/or services purchased using Airtel Money Services. This exclusion of liability shall apply even for goods and/or services made available by Airtel Payments Bank Limited under promotional schemes. The Customer is instructed to satisfy themselves regarding the quality, quantity and fitness of any good and/or service before purchasing the same.

10.2 Any amount transferred erroneously by the Customer to any Merchant Establishment including financial services or bank account shall not be refunded to the Customer by Airtel Payments Bank Limited in any circumstances.

10.3 In the event of any dispute, Airtel Payments Bank Limited records shall be binding as the conclusive evidence of the transactions carried out through use of Airtel Money Services.

10.4 Airtel Payments Bank Limited shall send all customer communications by SMS and the SMS shall be deemed to have been received by the Customer after they have been submitted for delivery to the mobile phone operator. Airtel Payments Bank Limited, at its own discretion, may also contact the Customer, for all purposes necessary for providing & improving the Airtel Money Services and suggesting any additional services.

10.5 The Customer agrees to receive all commercial messages including transactional messages from Airtel Payments Bank Limited.

10.6 Additional Terms & Conditions for linking your Airtel Money Account with Uber:

By proceeding with linking their Airtel Money Account with Uber, the Customer agrees to be bound by the below mentioned additional Terms & Conditions. If you do not agree to these terms, please do not proceed with linking your Airtel Money Account with Uber.

1. The Customer hereby gives consent to Airtel Payments Bank Limited to link the Airtel Money Account with the Uber account and debit the Airtel Money Account to the tune of the value of the Uber ride.
2. Once linked, the Customer can take Uber rides for a span of 3 years or 1000 rides (whichever expires before).
3. The Customer can delink the Airtel Money Account from the Uber account or increase the number of rides by sending a request to the Uber Customer Care: help.uber.com
4. For any queries relating to Uber account/services, the Customer can contact Uber Customer Care: help.uber.com

11. CHANGE OF TERMS

11.1 Airtel Payments Bank Limited has the sole discretion to change, add / or delete these Terms and Conditions.

11.2 Airtel Payments Bank Limited may modify, terminate and/or suspend Airtel Money Services to the Customer anytime with or without prior notice, due to any changes in internal policies, rules, regulations and laws set by relevant authorities/regulators.

11.3 Any amendment of these Terms and Conditions proposed by the Customer shall not be effective unless it shall be reduced to writing through an amendment form and accepted by Airtel Payments Bank Limited . Amendments made under this clause shall be deemed to be a part of these Terms and Conditions and in case of any contradiction the amendment form shall prevail.

11.4 Changed Terms and Conditions will be displayed on the Airtel Payments Bank Limited website or sent through SMS, USSD etc. This communication shall be valid and be considered as proper intimation. By continuing to use the Airtel Money Service, the Customer will be deemed to have accepted the changed Terms and Conditions.

 

12. SEVERABILITY

12.1 If any part of Terms and Conditions is adjudged illegal or inoperable for any reason, the same shall be severed from the remainder of the document and only that portion of this document that is specifically adjudged illegal or inoperable shall cease to govern the relationship between Airtel Payments Bank Limited and the Customer.

 

13. JURISDICTION

13.1 The Courts at New Delhi shall have exclusive jurisdiction in respect of any dispute regarding the use of Airtel Money Service including the interpretation and execution of  Terms and Conditions or any other document executed by the Customer or Airtel Payments Bank Limited with respect to Airtel Money Service.

 

14. CONTACT INFORMATION

14.1 Call center: For Airtel Money registered customers:400; for other operators: 08800012121 (standard calling rates apply)

14.2 Email: wecare@airtelmoney.com

14.3 Website: www.airtel.in/money

 

Customer Grievance Redressal Policy
To know more about our Customer Grievance Redressal Policy, click here
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Send Money Through airtel Money Airtel Money Services are offered by Airtel Payments Bank Limited.