Customer Onboarding (Platform)
Last Updated On: 25th August 2025
1. Introduction
Nehat Business Services Private Limited (the ‘Company’ or ‘our’ or ‘we’ or ‘us’) has put in place this Onboarding Policy (the ‘Policy’) to ensure adequate due diligence is performed on the Customers that intend to avail the services of the Company.
The Policy is to be read in conjunction with the KYC AML CFT Policy adopted by the Company.
2. Definitions
- Customer means individuals or legal entities with whom the Company has entered into a contract for the purpose of providing payment solutions.
- Officially Valid Document (OVD)means the passport, the driving license, proof of possession of Aadhaar number, the Voter's Identity Card issued by the Election Commission of India, job card issued by NREGA duly signed by an officer of the State Government and letter issued by the National Population Register containing details of name and address.
- Equivalent e-document means an electronic equivalent of a document, issued by the issuing authority of such document with its valid digital signature including documents issued to the digital locker account of the customer as per rule 9 of the Information Technology (Preservation and Retention of Information by Intermediaries Providing Digital Locker Facilities) Rules, 2016.
3. Customer Onboarding Process
The Company will ensure the proposed process flow for facilitating its Services for existing Customers as well as new Customers:
I. Customer Management
Customer Onboarding will entail a three-step process during the life cycle of the Customer and will comprise of the following steps therein:
- Onboarding / Registration
- Continuous Monitoring
- Exit / Termination
II. Onboarding / Registration
- Obtaining of the requisite details from the Customer either with self-attested scanned copies of Customer documents via web/mobile interface or digitally verifying/obtaining equivalent e-documents with Aadhar based validation and e-signing by the Customer. (Refer to Annexure 1)
- Verification and scrutinization of the information received and the requisite documents by the onboarding team. The company will verify the documents and information received from digital sources wherever applicable and verifiable from digital sources.
- Granting of approval for onboarding of the Customer by the Company upon satisfaction of checks and authenticity of the information / documents provided by the Customer.
- Agreement of the terms and conditions between both the parties i.e., the Company and the Customer, and finalization of the commercials by way of executing a customer agreement.
- Registration of the Customer upon successful completion of all the above steps and sharing of the activation details / credentials for login.
III. Continuous Monitoring
A registered Customer will be continuously monitored and supervised by the Company in order to prevent any unlawful or malicious activity. Such evaluation and ongoing due diligence is typically based on risk categorization assigned to any Customer or its business model, etc. These business rules for monitoring / identification vary depending on the risk category of the Customer.
4. Exit / termination process of the Customer agreement
Termination of the agreement with the Customer can be initiated by either of the parties
i.e., the Company or the Customer upon giving prior notice to the other party. The exit / termination process of the Customer can occur in two scenarios:
- Termination requested by the Customer
- Company chooses to terminate the Customer
- Termination requested by the Customer
In case the Customer wishes to culminate his contract with the Company, the same may be done by giving a notice to the Company. The Company assesses the account of the said Customer and checks for any pending / outstanding dues. The Company also verifies any chargebacks / refunds pending on the Customer’s account. Successful verification of the termination notice and the account of the Customer will entail settlements of due with the Customer and subsequent termination of the Customer ID.
- The Company chooses to terminate the Customer
The Company at its own discretion can terminate the Customer agreement with immediate effect in certain scenarios (listed below) and as deemed fit:
- Customer has indulged in a fraudulent activity; or
- Customer is involved in criminal or illegal activity; or
- Customer has misused the platform.
5. Review of Policy
The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board. Any such updates/ changes to this Policy will be approved by the Board and communicated to the relevant Customers/ staff/ stakeholders.
6. Annexure 1
General Information & List of KYC
Below listed are the set of documents or *equivalent e-document and information collected and validated from the Customers.
*For collection of electronic equivalents of documents including ID Proof & Address Proof (PAN Account number, Aadhaar Number or any OVD), the company has opted for non-face-to-face OTP verification process where Customers will receive a unique link via email channel on registered email id to authorize the company or technology partner.
Using the link, Customers will login to digilocker account using registered mobile or username or aadhar number followed by OTP generated on registered number and secret pin.
On successful authorization, valid documents will be collected, issued by the issuing authority of such a document with its valid digital signature as per rule 9 of the Information Technology Rules, 2016.
| S No | Document/Info Type | Document/Info Name |
|---|---|---|
| 1 | Business Identifier | GSTIN/Company PAN Number |
| 2 | Admin/User Details | Name, Email ID, Mobile |
| 3 | Bank Details | Bank Account Number and IFSC Code |
| 4 | Agreement | Agreement for products/services |
| 5 | Declarations | If Any |
7. Annexure 2
List of Restricted businesses:
- Adult Goods & Services - Pornography, other sexually suggestive materials; Escort/Prostitution services. Personal Massagers/sex toys.
- Alcohol or Alcoholic beverages.
- Body Parts, including organs - Live, cultured, preserved or from cadaver. This Prohibited Products And Activities List Is Not Exhaustive And Finite And Enkash May At Any Time Include Other Products Into This List Or Change The List Without Your Consent.
- Bulk marketing tools - email lists, software or other products enabling unsolicited emails/sms.
- Cable TV descramblers & black boxes intended to obtain cable & satellite signals for free.
- Child Pornography in any form.
- Copyright unlocking devices - Mod chips or other products designed to circumvent copyright protection.
- Copyrighted Media - unauthorized copies of books, music, movies and other licensed or protected materials.
- Copyrighted Software which includes unauthorized copies of software, videogames and other licensed or protected materials including OEM or bundled software.
- Counterfeit and unauthorized goods - replica or imitation of designer goods; fake autographs; counterfeit stamps.
- Drugs & Drug paraphernalia which includes illegal drugs and drug accessories including herbal drugs.
- Drug test circumvention aids, includes drug cleansing shakes, urine test additives and related items.
- Endangered species - includes plants, animals or other organisms.
- Gambling/Betting - lottery tickets, sports bets, enrolments in online gambling sites.
- Government ID or documents which includes fake IDs, passports.
- Hacking & Cracking materials which includes manual, how-to-guides, equipment enabling illegal access to software servers or protected property.
- Illegal goods and goods/services promoting/enabling illegal acts.
- Miracle cures, which are marketed as quick health fixes.
- Offensive goods, which includes literature, products and other materials that defame or slander any person or group of person, encourage violent acts, promote intolerance or hatred.
- Offensive goods, crime which includes crime scene photos or items, such as personal belongings associated with criminals.
- Prescription drugs or herbal drugs of any kind of online pharmacies which includes drugs / other products requiring a prescription by a recognised & licensed medical practitioner in India or anywhere else.
- Pyrothenic devices & hazardous materials which includes firework & other toxic/radioactive goods.
- Regulated goods, regulated by government agency.
- Securities, which includes stocks, bonds, mutual funds or related financial products or investments.
- Tobacco & cigarettes, chewing tobacco and related products.
- Traffic devices which includes radar detectors / jammers, license plate cover, traffic signal changers and related products.
- Weapons which include knives, brass knuckles, gun parts and other armaments.
- Wholesale currency which includes discounted currencies or currency.
- Live animals or animal parts / products.
- Multi-level Marketing schemes / Pyramid / matrix scheme sites.
- Any intangible goods and services or aggregation business.
- Drop-Shipped Merchant.
- Web based telephony/e-mail/sms/fax/calling cards/bandwidth/data transfer or allied services.
- Crypto or Crypto based services.
- Any act/services/product/people/entity/place/country defined illegal or sanctioned or in negative list by RBI or other regulators.
- DMT
- Money Transfer Services / Card To Cash
- Any other service product activity described as illegal as per RBI or other regulators.
- Violation of any of the Enkash terms of use.
- WMD (Weapon of mass destruction)
- Drop Shipping
- Illegal arms trading
- Smuggling
- Child abuse
- Human trafficking
- Pornography
- Hawala
- Organs trading
- Extortion
- Illegal trading of animals
- Illegal drugs supply and handling
- Mystery Boxes / Get Risk Schemes / Betting
- Gaming LOB where company type is Individual or Sole proprietor.
***** END OF POLICY *****
