1. Which kind of bills can be paid with Spice Pay Mini- app?

Bill payments can be made for the following categories: Electricity, Gas, DTH, Telecom, Loan EMI,
Insurance, Water, NETC FASTag, Cable TV, Education Fees, Broadband Postpaid, Clubs & Association,
Credit Card, Health Insurance, Hospital Pathology, Housing Society, LPG Gas, Landline Postpaid, Life
Insurance, Loan Repayment, Mobile Postpaid & Prepaid, Municipal Services, Municipal Taxes,
Subscription & Water.

2. Why should I use Spice Pay Mini app to pay my utility bills and mobile recharge?

You get a single app to pay your various bills across 6000+ billers at zero convenience fees on Spice Pay –
Mini.

3. Will l be charged for the Bill Payments?

No, there will be no charges for bill payment done via Spice Pay – Mini app.

4. Is it possible to verify my bill details before the payment?

Yes, you can check the amount before paying the bill from your wallet account. Please note that all
billers will not display the amount due for bill payment.

5. How many payment modes are available for the Bill Payment?

You may make your Bill Payments currently with your wallet account – only. Spice Pay wallet account is
issued by Spice Money Ltd., a non-bank PPI issuers authorized by Reserve Bank of India.

6. What is the procedure for Bill Payments on BHIM UPI?

Select the biller for which you want to make a payment (the biller can be saved for future payments by
selecting ‘Add to My Bills’)

Enter your biller ID (subscriber ID, customer ID etc)

The next screen will contain the bill details like amount. Not all billers will display the bill amount

If the bill is not displayed, a confirmation screen will be displayed, else it will not be displayed.

Click on pay using your Wallet account (wallet balance will be shown)

Enter m-PIN or “Android PIN/pattern/biometric/FaceID”

You will receive a confirmation & receipt for the bill payment

7. Do I get confirmation for the payment immediately?

Yes. You will get an online confirmation for Bill Payment. Please note you can also check the status of
your transaction under the ‘Passbook’ section of Spice Pay – Mini app.
8. What is the maximum amount allowed for the Bill Payment?

Existing limit for Bill payments on Spice Pay – Mini app is Rs 10,000 per month.

9. If the bill payment fails and the money is debited from my wallet, when can I get it back?

As notified in Spice Pay – Mini, your money will be refunded in three working days.

10. For any concerns related regarding transactions, whom can I contact?

You can raise concern in “Need Help” section via the option available on Receipt of transaction. It is also
available in the ‘Passbook> Receipt> Need Help’ section. Additionally, you may write to
[email protected] with your concern.

Wallet account

11. Who can open a Spice Pay wallet account?

Any person who has a smartphone may open a Spice Pay wallet account by providing minimum details
like Mobile number verified with OTP and self-declaration of name and unique identification number of
any Mandatory document or Officially Valid Document (OVD). You can download the Spice Pay – Mini
app from Play Store.

12. Do I need a Bank account to open a Spice Pay wallet account?

No, you don’t require a Bank account to open Spice Pay wallet account.

13. What are the features of Spice Pay wallet account?

There are 2 types of Spice Pay wallet account:

A. Standard account (Small PPI with Cash loading facility)

i. Reloadable in nature

ii. The amount loaded during any month shall not exceed ₹10,000/-

iii. The total amount loaded during the financial year shall not exceed ₹1,20,000/-

iv. The amount outstanding at any point of time shall not exceed ₹10,000/-

v. The total amount debited during any given month shall not exceed ₹10,000/-

vi. These PPIs shall be converted into full-KYC PPIs within 24 months, and
vii. Loading / Reloading can be by cash or electronic means

B. Premium account (Full KYC PPI)

i. Reloadable in nature

ii. The amount outstanding shall not exceed ₹2,00,000/- at any point of time

iii. There are no limits prescribed for total credits or debits during a month

iv. They can be used for purchase of goods and services, cash withdrawal and funds transfer

v. The total amount debited during any given month shall not exceed ₹10,000/-

vi. Interoperability shall be enabled by allowing such PPIs to be linked with ‘UPI’ and ‘Card network’

14. How can I load my Spice Pay wallet?

You can top-up (load/re-laod) your wallet account using any of the following options:

i. Load wallet using electronic means namely,

a. Debit card

b. Credit Card (a CCF will be applicable)

c. Net Banking, and iv) UPI

ii. Transferring funds from your Internet Banking/ UPI app to an allotted Bank account number & IFSC

iii. By paying cash to Spice Money Adhikari at a Spice Money Smart Banking Point

15. What are the monthly cash-loading limit applicable on Spice Pay wallet account?

You may add money into your spice pay wallet account, by paying cash to an Adhikari at your nearest
Spice Smart Store. The monthly limit are:

a. In case of Standard account (Small PPI with Cash loading facility) cash loading of PPIs is limited to ₹
10,000/- per month subject to overall limit of the PPI

b. In case of Premium account (Full KYC PPI) cash loading of PPIs is limited to ₹ 50,000/- per month
subject to overall limit of the PPI

16. What is the validity/expiry of Standard account (Small PPI with Cash loading facility)
A Standard account (Small PPI with Cash loading facility) can be held for a maximum period of 24 months
only. The 24 months shall be counted from the day of opening such a wallet account. Within this period
of 24 months, it has to be converted into a Premium account (Full KYC PPI) failing which, no further
credit in such PPI shall be allowed. However, you ( PPI holder) shall be allowed to use the available wallet
balance.

17. What will happen to a wallet account that is not used for a certain period?

A Wallet account with no financial transaction for a consecutive period of one year shall be made /
treated “Inactive” after sending a notice on SMS alert to you (PPI holder). Your wallet account will be
reactivated only after validation and applicable due diligence.

18. How can I get my Wallet account statement?

Your wallet account statement with details like date of transaction, debit / credit amount, net balance
and description of transaction shall be available in Passbook section. You (PPI holder) will also get an to
generate / receive account statements for at least past 6 months

19. I am having a Standard account (Small PPI with Cash loading facility), but Spice Pay – mini app is not
allowing interoperability enabled through “UPI” and/or “Card network”. Why?

Interoperability enabled through “UPI” and/or “Card network” is allowed only for Premium account (Full
KYC PPI). We will soon be enabling the process for converting Standard account (Small PPI with Cash
loading facility) to Premium account (Full KYC PPI) using v-cip or e-KYC.

20. Is Spice Pay – Mini app safe?

Unauthorized charges If there are ever unauthorized Spice Pay charges in your wallet account, you can
dispute the charge with us. You must notify us as quickly as possible and no later than 7 days after the
date of the transaction. Unless you've acted fraudulently or with negligence, you may not be held
responsible for the charge. You are covered under RBI Customer Protection – Limiting Liability of
Customers in Unauthorised Electronic Banking Transactions.

Transaction disputes If you submit payment for a product or service and you don't receive the item or if
it is materially different than advertised by the merchant, you can dispute the transaction and request
reimbursement. You can raise dispute in “Dispute” section via ‘Passbook> Receipt> Need Help > Dispute ’
section. Additionally, you may write to [email protected] with your concern.

21. Is my Spice Pay wallet account safeguarded by 2FA?

All wallet account transactions involving debit to the wallet, including cash withdrawal transactions, are
permitted only by validation through a 2FA. The 2FA for Recharge & Bill Pay using wallet account are i)
Device + Sim auth, and ii) “m-PIN or “Android PIN/pattern/biometric/FaceID”

22. How shall the refunds in case of failed / returned / rejected / cancelled transactions be dealt with?
Refunds in case of failed / returned / rejected / cancelled transactions shall be applied to the respective
Wallet account immediately, to the extent that payment was made initially by debit to the wallet
account, even if such application of funds results in exceeding the limits prescribed for that type /
category of PPI.

23. How do I get an alert of transactions in Spice Pay – Mini app?

You will get SMS alert or any payment transaction in your Wallet account. In addition, an e-mail alert
may also be sent, wherever registered. The transaction alert shall have a contact number and / or e-mail
id on which the you (PPI holder) can report unauthorised transactions or notify the objection.

24. How do I close my Spice Pay wallet/PPI account?

An existing PPI holder (User) may close his/her wallet by following these steps. Alternatively, User may
email the request for closure of wallet on [email protected]

1- In the profile section User selects CLOSE WALLET option

2- User selects reason for Wallet closure

3- Is the wallet balance “nil”

I. AFA confirmation for closing wallet

II. Close PPI & deactivate wallet

4- Is the wallet balance >= Rs 1.

I- User to complete KYC (v-cip/eKYC)

II- User to use Send Money / add beneficiary option and transfer available wallet balance

III- AFA confirmation for closing wallet

IV- Close PPI & deactivate wallet

TAT for wallet closure is 7 days after submission of request by customer

25. Can I “lock” or “unlock” debit on my Wallet account?

Yes, you can “lock” and “unlock” debit to your wallet account. You can do so either based on your i)
preferred timing or ii) lock it until the next “unlock”.

26. Where can I “lock” my account?

You can “lock” your account by selecting the Lock Account option from the Home dashboard.

Grievance Redressal
27. How shall the refunds in case of failed / returned / rejected / cancelled transactions be dealt with?

Refunds in case of failed / returned / rejected / cancelled transactions shall be applied to the respective
PPI immediately, to the extent that payment was made initially by debit to the PPI, even if such
application of funds results in exceeding the limits prescribed for that type / category of PPI.

28. What is the grievance redressal mechanism available for a customer of Spice Pay?

The greivenace redressal of Spice Pay is available on the website with link
https://www.spicemoney.com/assets/pdf/customer-grievance-redressal.pdf

To Register a complaint:

1. Transactions effecting debit/credit to PPI balance: Click on “Having Issues”/ “Dispute” section in Spice
Pay app

2. Customer can also email their queries, suggestions, feedback or complaints: Mail us on
[email protected]

Each customer will be allotted a Unique Ticket Number (UTN) which will be used to identify the
customer, retrieve all history pertaining to the complaint, and help in faster resolution of the grievance.

29. What is the TAT for customer grievance refressal?

The TAT to resolve any customer complaint / grievance expeditiously, preferably within 48 hours and
endeavour to resolve the same not later than 30 days from the date of receipt of such complaint /
grievance.

Unauthorised/fraudulent transaction and compensation

30. Where can the customer report an unauthorised/fraudulent transaction in his / her PPI account?

Customer can report any unauthorized activity/transaction by blocking your PPI account by Mail us on
[email protected]

Or

Raise ticket on this URL : www.spicemoney.com/customergrievance.php#unauthorizedtxn (link is also

31. Is the customer protected against any unauthorised transaction after he / she has reported to the
issuer about such transactions or loss of instrument?

On reporting of an unauthorised payment transaction Spice Money shall take immediate action to freeze
any subsequent debit to customer PPI to prevent further unauthorised payment transactions in the PPI
account of the customer.

32. Is the customer protected against a contributory fraud / negligence / deficiency on the part of the
non-bank PPI issuer?

The liability of a customer in cases of contributory fraud / negligence / deficiency on the part of the non-
bank PPI issuer is zero.

33. How will the liability of the customer be fixed in cases of third party breach where the deficiency lies
neither with Spice Pay nor with the customer but lies elsewhere in the system, and the customer notifies
Spice Pay regarding the un-authorised payment transaction?

The ‘per transaction customer liability’ in such cases will depend on the number of days lapsed between
the receipt of transaction communication by the customer from Spice Pay and the reporting of
unauthorised transaction by the customer to Spice Pay. If the issue is reported within three days’ of
receiving of communication, the customer liability will be zero. Similarly, for any such transaction
reported between four and seven days of receiving of communication, the customer liability will be
limited to actual transaction value or ₹ 10,000 per transaction, whichever is lower. Reporting beyond
seven days’ time will be limited to actual transaction value.

The number of days mentioned above shall be counted after excluding the date of receiving the
communication from Spice Pay.

34. In cases where the loss is due to negligence by the customer, such as where he / she has shared the
payment credentials, who will bear the loss and to what extent?

In cases where the loss is due to negligence by the customer, such as where he / she has shared the
payment credentials, the customer will bear the entire loss until he / she reports the unauthorised
transaction to Spice Pay.

35. Who will bear the loss on the unauthorised transactions carried after reporting of same to the
issuer?

Any loss occurring after reporting of the unauthorised transaction shall be borne by Spice Pay.

36. After how many days will the eligible amount be credited to the customer’s account?

Spice Pay shall credit (notional reversal / shadow reversal) the amount involved in the unauthorised
electronic payment transaction to the customer’s PPI within 10 days from the date of such notification
by the customer. Such reversal has to be effected even if it breaches the maximum permissible limit
applicable to that type / category of PPI. The credit shall be value-dated to be as of the date of the
unauthorised transaction.

37. When can one use the notional credit so received?

The notional credit so received can be used on resolution of complaint and establishing the liability of
the customer by the non-bank PPI issuer. However, in any circumstances, this period cannot exceed 90
days from the date of receipt of the complaint.
38. When can one use the notional credit so received?

The notional credit so received can be used on resolution of complaint and establishing the liability of
the customer by the non-bank PPI issuer. However, in any circumstances, this period cannot exceed 90
days from the date of receipt of the complaint.