1. Chatbot - Terms and Conditions

Chatbot Terms & Conditions

These terms and conditions (“Terms”) apply to the Chatbot services offered by IndusInd Bank Limited as more particularly defined hereinafter (“Chatbot Services”). Users will be permitted to avail of Chatbot services subject to: (i) these Terms; and (ii) all applicable regulations, rules, circulars and/or guidelines of the Reserve Bank of India (“RBI”).

Chatbot is an interactive platform for Users to raise queries and receive automated response regarding banking services, facilities and products offered by IndusInd Bank Limited on its website www.indusind.bank.in. The Chatbot is solely for informational purposes and does not constitute financial advice or a substitute for official  Users’ service channels. It is designed to enhance User experience by providing general banking-related information; and it shall not be used for executing, authorizing, or processing financial transactions. The Bank does not guarantee the accuracy, completeness, or real-time availability of the information provided through the Chatbot.

  1. Definitions
    • "IBL/Bank" shall mean IndusInd Bank Limited, a company incorporated under the Companies Act, 1956, and a banking company within the meaning of the Banking Regulation Act, 1949.
    • "Chatbot" shall mean an interactive platform  offered to the users accessing the website, wherein  Users can chat on the IndusInd Bank’s website and/or the mobile app to seek assistance and clarity on various banking services and products.
    • "User" shall mean any natural persons (including legal entities), whose data information, personal information and queries  is either collected/ received/ possessed/ stored/ dealt in/ handled by the Bank/ who visit the site www.indusind.bank.in and provide information or interact to the Bank through the Chatbot.
    • "Personal information" shall mean any data or detail information that relates to any person, which either directly or indirectly, in combination with other information available or likely to be available with the Bank, is capable of identifying such person. 
    • "Privacy Policy" shall mean the Privacy Policy of the Bank as available on the website of the Bank www.indusind.bank.in
    • "Sensitive personal data or information"  of a person means such personal information which consists of information relating to:
      • Password
      • Financial information such as Bank account or credit card or debit card or other payment instrument details;
      • Physical, physiological and mental health condition;
      • Date of birth
      • Nominee details, etc.
      • Biometric information;
      • Any such details required to carry a financial transaction. 
        Provided that, any information that is freely available or accessible in public domain or furnished under the Right to Information Act, 2005 or any other law for the time being in force shall not be regarded as sensitive personal data or information for these purposes

  2. Benefit for Users
    • User friendly and accessible platform that allows seamless interaction with Bank banking services.
    • Users can resolve their instant queries of standard banking queries at their fingertips without the need  to visit a branch ensuring convenience and efficiency.
    • Cost-effective and time-saving alternative, reducing logistically viable option in terms of time, money and human effort.
    • Uninterrupted service availability, ensuring smooth resolution of queries and won’t be impacted due to pandemic or other like situations.

  3. Benefit for Organization
    • Enhanced  User outreach  through a user friendly and accessible platform.
    • Limits interaction with  Users for repetitive queries and allowing efficient allocation of resources to complex  User needs.
    • Logistically viable option in terms of time, money and human effort.
    • Responsibility towards  Users won’t be impacted due to pandemic or other like situations.

  4. Indemnity

    The User agrees to indemnify, without delay or demur, IBL and its directors, employees, officers, representatives and agents and keep IBL and its directors, employees,  officers, representatives and agents indemnified and harmless at all times from and against any and all claims, damage, losses, costs and expenses (including attorney fees) which IBL may suffer or incur, directly, arising from or in connection with IBL providing Chatbot facility to the Users, including but not limited to:

    • Any loss, mishandling, counterfeit, forged or misuse of the Chatbot.
    • Non-compliance with applicable laws or court or statutory order or any action by any statutory administrative or regulation body;
    • Any inaccuracy, error or omission of any data, information or message provided by the User;

    5. Bank shall not be liable for any loss, damage, or delay arising from reliance on information provided by the Chatbot. Users are advised to verify critical banking information through official channels before making financial decisions. The Bank reserves the right to modify, suspend, or discontinue the Chatbot service without prior notice. 

  5. Facility
    Chatbot would be an interactive platform wherein User will be able to chat on the IndusInd Bank’s website and/or the mobile app and seek clarity on various Banking Services and products including checking of Account balance, view last transactions etc.

    The Chatbot is designed to provide general banking-related information and facilitate certain non-financial services. The Bank does not guarantee the accuracy or real-time availability of information provided through the Chatbot. Any financial transactions, including fund transfers and fixed deposit bookings, shall be subject to separate authentication and approval processes as per the policies of Bank.

  6. User Privacy Policy
    Chatbot applies technical safety measures of the highest standards to protect the provided Personal Data against loss, destruction, misuse, unauthorized access or disclosure. Generally accepted industry standards are followed to protect the Personal Data both during transmission and once received by the Bank. No method of data transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, the absolute security cannot be guaranteed. No data transmission via the Internet, however, can guarantee 100% safety. However, all necessary steps and measures shall be taken to update and modernize its data protection system.
     The Bank value your relationship and will at all times strive to ensure your privacy. Kindly refer to the Privacy Policy (https://www.indusind.bank.in/in/en/personal/privacy-policy.html) which shall be applicable to the Chatbot.

  7. Security
    The Bank has taken reasonable measures to protect security and confidentiality of the User’s Information and its transmission through the World Wide Web.  The User is required to follow the Terms (https://www.indusind.bank.in/in/en/personal/terms-and-conditions.html) while using this Website including the instructions stated therein and as part of Dos and Don’ts  (https://www.indusind.bank.in/content/dam/indusind-corporate/Other/PrivacyPolicyDos-Donts.pdf) in respect of security and confidentiality of your Log-in and Password.

  8. Changes to Policy
    Please note that this policy will be reviewed, and may change, from time to time. The revised policy will be posted to this page so that you are always aware of the information the Bank collects, how we use it and under what circumstances we disclose it. The Bank reserves the right to modify, suspend, or discontinue the Chatbot service without prior notice.

  9. Customer Undertaking
    • User agrees and acknowledge that the Chatbot Services is an interactive platform designed solely for addressing standard banking and queries. The Bank, including its directors, employees, officers, representatives and agents shall not be held accountable or liable for the accuracy, completeness, or reliance placed on any information provided by the Chatbot.
    • The Users declare/undertake not to disclose or share any Sensitive Personal Data or information on the Chatbot and acknowledge that the Bank shall not be responsible for any consequences arising from such disclosure.
    • The Users undertake that the platform shall only be used by the User to seek redressal  of banking queries.
    • The Users acknowledge that the Chatbot is an informational tool and does not replace customer service channels for dispute resolution, grievance redressal or transactional authorizations. The Bank shall not be liable for any errors, omissions, or misinterpretations of information provided by the Chatbot. Further, any misuse of the platform, including attempts to conduct unauthorized transactions, shall be subject to legal and regulatory action.

  10. Use and Protection of Intellectual Property Rights
    The Chatbot, including its software, algorithms, content, interface, and all related services, is the proprietary property of the Bank and is protected by applicable copyright, trademark, patent, trade secret, and other intellectual property laws of India. No part of the Chatbot, including but not limited to its responses, interactions, source code, reports generated, and trademarks, may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any form without the Bank’s prior written consent.

  11. Force Majeure
    A "Force Majeure Event" shall mean any event beyond the Bank’s reasonable control, including but not limited to system failures, cyberattacks, data breaches, technical glitches, software malfunctions, power outages, regulatory restrictions, acts of God, natural disasters, or any unforeseen circumstances affecting the availability or functioning of the Chatbot. The Bank shall not be liable for any failure, delay, or interruption in Chatbot services arising due to a Force Majeure event, and its obligations shall remain suspended for the duration of such an event.

  12. Disclaimer
    The Chatbot services, including all responses, information, and functionalities, are provided on an "as-is" and "as-available" basis. The Bank makes no representations or warranties regarding the accuracy, authenticity, reliability, completeness, or correctness of the Chatbot’s responses, as they are AI-generated and may evolve over time based on learning algorithms. The Bank does not guarantee that the Chatbot’s responses will always be up to date or free from errors.

    The User acknowledges that the Chatbot’s responses are based on predefined data, AI models, and available information at the time of interaction, and such responses do not override or replace official banking records, policies, or communications from the Bank. Users are advised to verify critical banking information through official channels before acting on any response received via the Chatbot.

    The User agrees that the IndusAssist Chatbot shall be used solely for lawful and intended purposes. Any unauthorized, fraudulent, misleading, or unlawful use of the Chatbot, including but not limited to misrepresentation, manipulation of responses, or reliance on AI-generated content for illegal purposes, shall not hold the Bank liable in any manner. The Bank shall not be responsible for any consequences arising from such misuse, and the User expressly waives any claims against the Bank in this regard.

  13. Governing Law
    These Terms shall be governed by and interpreted in accordance with the laws of the Republic of India. Any disputes, legal action and/or proceedings arising out of these Terms shall be subject to the exclusive jurisdiction of courts or tribunals located in Mumbai.

  14. Consent to Use, Share, and Disclose Information
    • By using the Chatbot, the User explicitly consents to the Bank’s collection, processing, and storage of their personal data, including chat interactions, for the following purposes:
    • Providing customer support and responding to queries.
    • Enhancing chatbot functionalities through AI training and analysis.
    • Ensuring compliance with legal and regulatory requirements.
    • Conducting research, feedback collection, and promotional communication related to Bank products and services.

  15. The User further acknowledges that:
    • Chat Data Storage: Conversations with the Chatbot may be recorded and archived for quality control, compliance, and service improvement.
    • Regulatory Compliance: The Bank may share User information with statutory or regulatory authorities, credit bureaus, law enforcement agencies, or any other governing body as required under applicable laws.
    • Minor’s Data Protection: If the User is a minor, their interaction with the Chatbot should be under the supervision and consent of an adult guardian, as per the provisions of the Digital Personal Data Protection (DPDP) Act 2023.
    • Aadhaar Consent: If applicable, the User voluntarily consents to share their Aadhaar details with the Bank for KYC compliance, subject to regulatory requirements.
    • The User may withdraw consent for data sharing by notifying the Bank; however, such withdrawal may impact the availability of certain Chatbot services.