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Dear Customer,

Our vision at IDFC FIRST Bank is to build a technology-driven bank that always puts customer first. We are constantly working on ways to serve you better, which is why IDFC FIRST Bank provides you with multiple channels to access your account details & provide the support you need.

Here are the channels you can use to bank with us:

Login to
Mobile App

Login to
Net Banking

Send us Hi on WhatsApp

For a prompt response, you can raise request here

If you are raising a query for the first time, you can also reach out via our assisted channels:

In case you are dissatisfied with the resolution provided and want to escalate an unresolved issue, below are the channels for escalation :

Nodal Officer

Principal Nodal officer

If you are not a customer, or have an issue that is not related to any of our products or services, Click here

Please note that we will only commit to a turnaround time if you use the channels mentioned above for raising a request or query.

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Terms and Conditions

These Terms and Conditions apply to and regulate the provision of Tag facility provided by IDFC FIRST Bank Limited. These terms and conditions the "Terms and Conditions", shall be in addition to and not in derogation to any other terms as stipulated by IDFC FIRST Bank third party from time to time.

DEFINITIONS

In these Terms and Conditions, unless there is anything repugnant to the subject or context thereof, the following words /expressions shall have the meaning as stated herein under;

"Affiliate” means and includes any company which is the holding or subsidiary company of IDFC FIRST Bank, or a person under the control of or under common control with IDFC FIRST Bank, or any person in more than

26% of the voting securities of which IDFC FIRST Bank has a direct or beneficial interest or control. For the purpose of this clause, "control” together with grammatical variations when used with respect to any person, means the power to direct the management and policies of such person, directly or indirectly, whether through the ownership of the vote carrying securities, by contract or otherwise howsoever; and “person" means a company, corporation, a partnership, trust or any other entity or organization or other body whatsoever.

“Application" or the "Tag Application" shall refer to the application made by a customer to IDFC FIRST Bank for the issuance of a Tag. The Application shall be in the form of a written or application made in the manner and format prescribed by IDFC FIRST Bank, and shall form an integral part of these Terms and Conditions.

"Concessionaire" refers to the person/entity that has been granted the right to construct, maintain, and toll the Highway by the National Highways Authority of India.

"Highway" shall mean all the National and State Highways where ETC program is active. Disclaimer: Bank reserves the right to modify, alter, add or delete Toll Plazas from the list "FasTag" refers to the prepaid IDFC FIRST Bank Tag issued by IDFC FIRST Bank using the RFID technology.

"Tag Account" shall mean the account opened in the name of the Tag Member and maintained by IDFC FIRST Bank for the purpose of usage of the Tag as per the Terms and Conditions contained herein.

"Tag Member/s" shall mean the individual or corporates who makes an Application for the issuance of and to whom the Tag has been issued by IDFC FIRST Bank subject to such term and conditions as may be specified by IDFC FIRST Bank, and who is authorized to hold and use the Tag.

"IDFC FIRST Bank FasTag Website” refers to www.idfcbank.com, which is owned, operated and maintained by IDFC FIRST Bank.

"Toll Plaza" shall mean such establishments maintained by the Concessionaire, wherever located, whereby users are required to pay the toll amount applicable on a vehicle for usage of the Highway.

"Transaction" shall mean any Tag transaction/s carried out by the Tag Member/s as permitted by these Terms and Conditions, including but not limited to, loading or reloading of funds to a Tag; Tag balance enquiries and/or such other uses as IDFC FIRST Bank may permit in writing from time to time.

“Customer Care” refers to the telephonic customer service facility provided by IDFC FIRST Bank 24*7 to Tag Member/s for any Tag related queries.

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INTERPRETATION

All references to singular include plural and vice versa and the word "includes" should be construed as "without limitation"
Words importing any gender include the other gender.
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.
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 and Conditions.
The rules of interpretation as set out in the General Clauses Act shall, unless it be repugnant to the subject or context thereof, apply to these Terms and Conditions as if incorporated herein.

APPLICABILITY OF TERMS

The Tag Member shall be deemed to have unconditionally agreed to accepted these Terms and Conditions by submitting the Application for the Tag or by performing a Transaction or by accepting the Tag, in the form and manner prescribed by IDFC FIRST Bank from time to time.

ISSUANCE OF TAGS

IDFC FIRST Bank may Issue the Tag to a customer on the request of the customer and pursuant to the customer making an application for the Tag and agreeing to the applicable terms and conditions in the form and manner prescribed by IDFC FIRST Bank in this regard. IDFC FIRST Bank shall maintain records of these applications and other transactions in such manner as may be deemed suitable by IDFC FIRST Bank.

The Tag Issued by IDFC FIRST Bank to the Tag Member shall be mandatorily affixed by the authorised representative of the Bank on the vehicle of the Tag Member with the license plate number specified by the Tag Member in the Application. The Tag is not transferable and may only be used with respect to the vehicle on which the Tag has been affixed by the authorized representative of the Bank. The Tag member permits the authorised representative to capture an image of the vehicle post tag affixing for bank's audit purposes.

At the time of making the Application for issuance of the Tag, the Tag Member shall be required to pay an amount of, 100/- (Rupees One hundred only) towards tag fee + service tax levied, a security deposit as per the type of the vehicle and a maximum amount of INR 49,999/- {Rupees Forty Nine Thousand Nine Hundred Ninety Nine only) or such other limit as may be specified by IDFC FIRST Bank subject to internal policy and applicable regulatory and statutory guidelines. The Tag can neither be reloaded (subsequent cash toads) thereafter nor such Initial loaded funds be accessed by the Tag Member until IDFC FIRST Bank has activated the Tag.

The Tag can be reloaded to post activation of the Tag subject to a maximum Tag balance of Twenty Thousand (20,000 INR). The tag holder shall be able to use the Tag only to the extent of the amount available on the Tag Account at any given point of time.

The Tag shall be activated subject to approval of the application by the Bank and a minimum amount being loaded on the Tag by the Tag Member. Such funds shall be loaded on the tag after deduction of the applicable charges/fees etc. payable by the Tag Member to IDFC FIRST Bank for availing the Tag.

The tag holder shall be bound to comply with these Terms and Conditions and all the policies stipulated by IDFC FIRST Bank from time to time in relation to the Tag. IDFC FIRST Bank may, at its sole discretion, refuse to accept the Application and to Issue the Tag to the Tag Member.

FEATURES OF TAG

The Tag may be used for the purpose of making applicable toll payments (as may be required by the relevant authorities) at participating Toll Plazas on the Highway through the ETC lane provided at such Toll Plazas. The list of participating Toll Plazas will be updated on the FasTag Website by IDFC FIRST Bank from time to time. No interest shall be payable by IDFC FIRST Bank on the amount available/loaded on the Tag. A User ID and password will be provided to the Tag Member to allow him/her to reload the Tag through the Tag Website. The Tag member must not disclose this User ID and password to anyone else.

The Tag Members may load and reload the Tag at Point of Sale locations Kiosks subject to verification of their identity and any other mandatary requirements as prescribed by the Bank from time to time and/or using the payment gateway available to the Tag Members after they log in to Tag Website using the User ID and password provided to them. Limitations regarding minimum amount, maximum amount, annual load limit and frequency of loading and reloading shall be applicable as prescribed by the Bank from time to time. The cash loading/ reloading facility is subject to the relevant applicable fees. Funds loaded on a Tag after activation by IDFC FIRST Bank are immediately available for the Tag Member to use.

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