General Terms & Conditions

1. Overview

Welcome to novio Mobile App, owned and operated by Credilio Financial Technologies Private Limited ("Company"), a company incorporated under the provisions of the Companies Act, 2013, and having its registered office at 1001, Classic Pentagon, Western Express Hwy, Parshiwada, Chakala, Andheri East, Mumbai, Maharashtra 400053.

Use of the novio App is offered to you conditioned on acceptance of all the terms, conditions and notices contained in these terms, along with any amendments made by the Company at its sole discretion and posted on the novio App.

2. User Representation

By registering with novio and accessing the novio Services, the user represents and warrants that:

• They are 18 years of age or older;
• They are capable of entering into a legally binding agreement; and
• They are not barred or otherwise legally prohibited from accessing or using the novio App and novio Services. They agree that the Company and its partner entities may use the credit score of the User to determine the eligibility to access services.

3. Communications

The Company may use the information submitted by the user of the novio App ("user" or "you") to respond to any queries raised by you pursuant to your use of and access to the novio App. The Company may also use such information to send you WhatsApp, RCS, emails and SMS for administrative and marketing purposes, either through its own servers and systems or through third-party service providers. You may unsubscribe or opt out of such communications at any time.

4. User Obligations

You agree and undertake to use the novio App solely for accessing information relating to the Company, including the products and services offered by it. By way of example, and without limitation, you agree and undertake that while using the novio App, you shall not:

• Modify, alter, or otherwise make derivative uses of any content, trademarks, technology platform, underlying software, or any part thereof;
• Reverse engineer, modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information or software obtained from the novio App;
• Infringe or violate the rights of the Company, its users, or any third party;
• Download, copy, reproduce, or imitate any portion of the Company's technology platform, underlying software, content, user interface, or the novio App, except as expressly permitted by the Company;
• Aggregate, scrape, or extract any content, data, or other information from the novio App for display with material from other websites or on a secondary platform without the Company's prior written consent;
• Hyperlink to or deep-link to any portion of the novio App without the Company's prior written consent;
• Interfere with, attempt to access, or seek to obtain any data or information from or relating to the novio App without authorization;
• Engage in any fraudulent, unlawful, or corrupt activity, including but not limited to hacking, password mining, impersonation, misrepresentation of identity or affiliation, concealment of true identity or location (including through proxy servers), or submission of false, inaccurate, or altered information or documentation;
• Circumvent or attempt to circumvent any security measures or features intended to protect the novio App or its users;
• Use the novio App for any purpose other than its intended purpose, including for malicious, threatening, unethical, harassing, fraudulent, or illegal activities, or in violation of these terms of use;
• Upload any files or content protected by intellectual property laws unless you own or control the requisite rights or have obtained all necessary consents;
• Upload or distribute files containing viruses, malware, corrupted files, or other software or programs that may damage the operation of the novio App or any other user's device;
• Conduct or forward surveys, contests, pyramid schemes, or chain letters through the novio App;
• Falsify, delete, or alter any author attributions, legal notices, proprietary notices, or source identifiers in any content uploaded or transmitted;
• Violate any applicable code of conduct or guidelines relating to any service offered through the novio App;
• Violate any applicable laws or regulations in force in India or any other jurisdiction; or
• Violate any provision of these terms of use or any other terms and conditions governing the use of the novio App.

You shall be liable for ensuring that the credentials of your account are kept confidential. In the event, the credentials are shared with any third party, the Company shall not be responsible for any authorized or unauthorized actions of such third party, and the User alone shall be liable for all such actions.

Under no circumstances shall the Company be liable for any consequential, indirect, incidental, or remote loss or damage suffered by you or any third party, including your friends or family.

The Company shall have the right to suspend or terminate the account of the User for any breach of the obligations set out above or any terms set out herein. Upon termination for any reason, You agree to immediately stop using our services. Further, You agree that We may at any time and for any reason, terminate Your access to the Services, or restrict or suspend Your access to all or any part of the novio App at any time, for any or no reason, with or without prior notice, and without any liability. If there is a suspicion of untoward or illegal activity, fraud whether suspected or otherwise, We may suspend Your account immediately.

5. Intellectual Property

Unless otherwise indicated, or except where any proprietary material is owned by a third party and expressly identified as such, all intellectual property rights in and to the trademarks of the Company and the novio App are owned by the Company. This includes, without limitation, all rights, title, and interest in and to copyrights and related rights, patents, utility models, designs, know-how, trade secrets, inventions (including patent-pending inventions), goodwill, source code, meta tags, databases, text, content, graphics, icons, and hyperlinks.

You acknowledge and agree that you shall not use, reproduce, modify, distribute, display, or otherwise exploit any content belonging to the Company and available on the novio App without obtaining the prior written authorization of the Company.

Notwithstanding the foregoing, it is expressly clarified that you shall be solely responsible for any content that you provide, post, upload, transmit, or store while using any service through the novio App, including without limitation any text, data, information, images, photographs, audio, video, or other material made accessible by you through your use of the novio App.

6. Links to Third Party Sites

The novio App may contain links to third-party websites ("Linked Sites"). The Linked Sites are not under the control of the Company, and the Company does not assume any responsibility for the content of any Linked Site, including without limitation any links contained therein, or any changes or updates to such Linked Sites.

The Company is not responsible for any form of transmission whatsoever received by you from any Linked Site. Any links, including links to online advertisements, are provided solely for your convenience, and the inclusion of any link does not imply any endorsement, affiliation, or association with the Linked Sites, nor does it represent the advice, views, opinions, or beliefs of the Company.

You are solely responsible for verifying the accuracy, completeness, and usefulness of any information available on the Linked Sites before relying on it. If, by accessing the novio App or any Linked Site, you are exposed to content that you consider offensive, unlawful, or inappropriate, your sole remedy shall be to discontinue use of the novio App.

7. Disclaimer of Warranties and Liability

The Company has made reasonable efforts to ensure that the information available on the novio App is accurate. However, the Company does not warrant or make any representations, express or implied, regarding the quality, accuracy, completeness, reliability, or suitability of any data, information, products, services, or functionalities made available through the novio App.

To the maximum extent permitted under applicable law, the Company shall not be liable for any direct, indirect, incidental, special, punitive, or consequential damages, or any other damages whatsoever, arising out of or in connection with the use of, or inability to use, the novio App. This includes, without limitation, any delay or failure in performance, non-availability of the novio App, or any information, software, products, services, functionalities, or related graphics obtained through the novio App, whether based on contract, tort, negligence, strict liability, or otherwise.

The Company shall not be responsible for the non-availability of the novio App during scheduled maintenance, upgrades, or any unplanned suspension of access due to technical issues or any reason beyond the Company's reasonable control.

You acknowledge and agree that any material or data downloaded or otherwise obtained through the novio App is done entirely at your own discretion and risk, and you shall be solely responsible for any damage to your device, systems, or loss of data resulting from such download or use.

8. Consent in relation to access to credit information through Credit Information Companies

1. The user agrees to seek their credit score from Credit Information Companies ("CIC") using the novio App and disclose the said credit score to novio. novio may use the said credit score to determine the user's eligibility for access to various novio Services. novio may, at its sole discretion, prevent users from accessing the novio App. novio may collect PAN as information during registration. The purpose of the PAN will be to verify the user through CICs and also pull the CIC records.
2. The user agrees that the Company is his/her lawfully appointed agent and the Company has agreed to be his/her agent for the purposes, including, without limitation, to receive the credit score and other related information from CICs on the user's behalf and use it and the Company has granted its consent for being appointed for the aforesaid purpose.
3. The user hereby grants its unconditional consent to the Company to receive credit score and other related information from CICs on the user's behalf and the Company has granted its consent for being appointed for the aforesaid purpose. The user hereby represents and acknowledges that the terms in relation to the use of the credit score and other related information has been agreed between the user and the Company.
4. The user agrees that the user's consent may be stored by the Company on a permanent basis and may be verified from time to time. The user understands that the Company cannot access the credit score and other related information for more than six (6) months on the basis of a single consumer consent and that such consent is required to be refreshed every six (6) months. The Company may store the credit score and other related information only for (i) a limited period of six (6) months, or (ii) such period as is necessary to satisfy the purpose for which such information was provided, or (iii) until the user withdraws consent for storage of such credit score and other related information, whichever is earlier. Upon expiry of such period, the stored credit score and other related information shall be deleted, purged, or expunged by the Company.
5. The user shall not hold the CICs responsible or liable for any loss, claim, liability, or damage of any kind resulting from, arising out of, or in any way related to: (a) delivery of the user's credit score and other related information to the Company; (b) any use, modification, or disclosure by the Company of such credit score and other related information, whether authorized or unauthorized; or (c) any breach of confidentiality or privacy in relation to the delivery of the user's credit score and other related information to the Company.
6. The user agrees that consent may be required to be recorded or provided electronically, and in all such cases, the user understands that by clicking on the "I Accept" button, the user is providing "written consent" to the Company, authorizing the Company to obtain the user's credit score and other related information from the user's personal credit profile maintained with CICs. The user further authorizes the Company to obtain such information solely for the purpose of confirming the user's identity and displaying the credit score and other related information to the user. By checking the relevant box and clicking on the "Authorize" button, the user agrees to the applicable terms and conditions, acknowledges receipt of the privacy policy of the CICs, and confirms authorization for the Company to obtain the user's credit score and other related information.
7. The user understands that, in order to deliver the relevant product, the user hereby authorizes the Company to obtain the user's credit score and other related information from the CICs.
8. By submitting the registration form, the user understands and agrees that the user is providing express written consent for the Company to request and receive information about the user from third parties, including but not limited to consumer reporting agencies, at any time for so long as the user maintains an active account with the Company. The user further authorizes the Company to retain a copy of such information in accordance with its terms of use and privacy policy.
9. The user understands that the product is provided on an "as-is" and "as-available" basis, and the CICs expressly disclaim all warranties, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
10. The user agrees not to institute any suit or proceeding or otherwise make or present any demand or claim and irrevocably, unconditionally, and fully releases, waives, and forever discharges the Company, the CICs, their officers, directors, employees, agents, licensees, affiliates, successors, and assigns (collectively, the "Releasees") from any and all liabilities, claims, demands, losses, suits, costs, and expenses (including court costs and reasonable attorneys' fees), whether known or unknown, arising out of or in connection with the submission of the user's credit score and other related information and/or the authorization granted to the CICs to deliver such information to the Company. The user further agrees to defend, indemnify, and hold harmless the Releasees from and against any losses resulting from third-party claims arising in connection with this authorization.
11. The user agrees that this confirmation shall be governed by the laws of India and shall be subject to the exclusive jurisdiction of the courts located in Mumbai. The CICs shall be entitled to assign their rights hereunder to any third party without obtaining the prior written consent of the user.
12. The user hereby expressly authorizes and consents to the Company, its partner banks, financial institutions, fixed deposit issuers, KYC agencies, and other regulated entities to collect, access, verify, share, and process the user's personal, financial, and KYC information (including PAN, Aadhaar, bank account details, credit information, and fixed deposit–related details) for the purposes of onboarding, KYC verification, product eligibility assessment, servicing, regulatory compliance, and related communications. The user further consents to receive communications from such banks, financial institutions, or their authorized representatives, including in relation to account status, KYC, product updates, confirmations, or regulatory disclosures, through electronic or other permitted modes. The user undertakes to promptly notify the Company of any change in personal, contact, banking, or financial details, including but not limited to address, mobile number, email address, bank account status, or KYC information, and acknowledges that the Company and its partners shall be entitled to rely on the most recent information available with them unless duly updated by the user, and shall not be liable for any consequences arising from the user's failure to provide timely updates.

9. Indemnification

You agree to indemnify, defend, and hold harmless the Company from and against any and all losses, liabilities, claims, damages, costs, and expenses (including reasonable legal fees, disbursements, and any interest chargeable thereon) that are asserted against or incurred by the Company and that arise out of, result from, or are payable by virtue of any breach, non-performance, or violation of any representation, warranty, covenant, agreement, or obligation made or required to be performed by you under these terms of use.

10. Other Terms

1. Before using the App, users must read all of these General Terms of Use including the ones set out above ("Terms") herein and the Privacy Policy provided on the App. By using novio's products, software, services, and the Website or by availing any products offered by novio's partner institutions or third parties ("Services"), users understand and agree that novio will treat their use of the Services as acceptance of these Terms from such point of usage. Users may not use the App if they do not accept the Terms. It is strongly recommended for users to return to this page periodically to review the most current version of the Terms in force. novio reserves the right at any time, at its sole discretion, to change or otherwise modify the Terms without prior notice, and the user's continued access or use of this App signifies their assent/ratification of the updated or modified Terms. If users object to these Terms or any subsequent modifications to these Terms in any way, their only recourse is to immediately terminate the use of the App. novio may require users to agree to additional terms (if any) between them and novio in connection with specific services that they may avail of from time to time. The service provided by novio through the App is available and appropriate only for use in India.
2. Additional Terms: In addition to these Terms, certain plans, offers, products, services, elements, or features may also be subject to additional terms, conditions, guidelines, or rules which may be posted, communicated, or modified by novio or applicable third parties at any time. The user's use of any such plan, offer, product, service, element, or feature is subject to those additional terms and conditions, which are hereby incorporated by reference into the Terms, provided that in the event of any conflict between such additional terms and the Terms, the Terms shall prevail.
3. App Permissions: The permissions collected in the app will serve the following purposes: They are 18 years of age or older; They are capable of entering into a legally binding agreement; and They are not barred or otherwise legally prohibited from accessing or using the novio App and novio Services.
4. Brand Packs: For all customers who have availed the Brand Packs, the ability to redeem the brand packs will be available inside the novio app if the brand packs has not expired.
5. novio Limited Period Offers: novio may run promotional offers for a limited time. These offers will be valid only for select customers who receive the offer through WhatsApp, Push Notifications, or any other authorized communication channel. In the event that the promised benefit is unavailable due to unforeseen circumstances, an alternative benefit of equal or higher value will be provided to the customer.
6. Account Deletion: Users can request for the account to be deleted by filling the details in the app under 'delete your account'. Once a request is received, novio will confirm the deletion status to the user within 10 working days.
7. novio is a product offered by Credilio Financial Technologies Private Limited – which acts as an authorized distributor for banks and NBFCs. Customers registered on Credilio will also be shown as registered on novio.

11. Miscellaneous

Failure to enforce any rights conferred by these Terms or any law shall not be deemed to be a waiver of any such rights or operate so as to the exercise or enforcement thereof at any subsequent time.

12. Governing Law

All claims, matters and disputes are subject to the exclusive jurisdiction of the competent courts in Mumbai only. These Terms and/or the use of the services provided by partner entities shall be governed by the laws of the Republic of India and no other nation. The user and the Company agrees to submit to the exclusive Jurisdiction of the Courts located in Mumbai, India as regards any claims or matters arising under these Terms and Conditions. The Company accepts no liability whatsoever, direct or indirect, for non-compliance with the laws of any country other than the Republic of India. In case any proceedings are initiated by or are against the Company, it shall be entitled to recover all legal expenses incurred in connection with the legal actions, including but not limited to costs, both taxable and non-taxable, and reasonable attorney fees.

13. Assignment

The Company may assign its rights and duties under these Terms without any notice to You. You will not assign or otherwise transfer Your rights or obligations under these Terms. The laws of India shall be applicable to these Terms.

14. Limitation of Liabilities

The Company shall not be liable for any claims that a User may have against the partner entities providing services in the novio App including in relation to credit cards or fixed deposits availed by the user with such entities. The Company merely acts as a technological partner of partner entities including banks and NBFCs.

To the maximum extent permitted by law, the Company and its partner entities shall not be liable for:

• Technical errors, system downtime, or communication failures;
• Indirect, consequential, or punitive damages arising out of your use of the services provided by the Company;
• Any issues faced by you vis-à-vis the usage of the card obtained through the novio App; and
• Any issues in relation to coupons or vouchers purchased by you through the novio App.

In any case, the liability of the Company in relation to a User shall not exceed the fees/commissions earned by it through the services provided to the User.

The Company shall not be liable for any claims instituted or brought against the Company (i) in relation to credit cards, after 1 year of obtaining a credit card through the novio App; (ii) in relation to any other services after 1 year of the initial usage of such service; and (iii) in relation to coupons, vouchers, or discount coupons, after 6 months of availing such coupon, voucher, or discount coupon.

15. novio Rewards Program Terms and Conditions (w.e.f. 25 Jul 2025)

15.1 Introduction

This novio Rewards Program (hereinafter referred to as the "Rewards") stipulates various reward schemes offered by Credilio Financial Technologies Private Limited having its registered office at 1001, Classic Pentagon, Western Express Hwy, Parshiwada, Chakala, Andheri East, Mumbai, Maharashtra 400053 (hereinafter referred to as "We", "Us", "Our", "Company" or "Credilio"), to its end user (hereinafter referred to as "You", "Your", "Customer") in relation to the use of the website www.novio.in and/or the mobile application 'novio App' available at Android/iOS platforms (collectively referred to as the "Online Platform").

15.2 Definitions

Except otherwise provided, these words will have the following meanings:

• "novio coins" mean the currency of Rewards. Customers are assigned novio coins in the manner set out below in Paragraph 15.3 (novio Rewards Program). novio coins assigned in above manner can be redeemed against options provided in novio app at the instant of redemption. These options can be modified from time to time at the sole discretion of the Company.
• "Gift Cards" or "Vouchers" mean the facility of purchasing gift cards offered on novio app. This is offered in partnership with our third-party/Vendors, who will be fully responsible for operating this facility. In case of any usage complaints, queries or issues will be managed by respective Vendors.
• "Services" means access to the Platform and services provided through it, our content, and any other product or service provided by us pursuant to these Terms; Through our Services, the user is allowed to redeem novio coins against various options provided.
• "Vendor" means a third-party marketplace, seller, Gift Card issuer or vendor whose goods or services you can avail through our Platform.

15.3 novio Rewards Program

Under the novio Rewards Program, users can earn novio coins through the following means:

• By undertaking eligible spends as per the terms communicated in the App and/or by the participating Bank/NBFC/lending partners ("Spend Rewards"). Spend Rewards do not have an expiration date unless otherwise communicated to the Users.
• By participating in activities or offers as communicated from time to time through the App, SMS, WhatsApp, push notifications, email, or any other authorized communication channel ("Promotional Rewards"). Promotional Rewards have an expiry date, which is communicated at the time of the offer and is also visible in the app once the coins have been credited. Users are advised to check the 'Rewards' section in the app to view the expiry of their Promotional Rewards. Users are also advised to keep checking terms of 'Rewards' to check the terms and conditions that are subject to vary from time to time. User acknowledges and agreed that the Company may at its sole discretion vary the terms and conditions from time-to-time.

Users' participation in any offer constitutes their understanding and agreement to the complete terms and conditions associated with each offer.

The earning, accumulation, redemption, validity, and expiry of novio coins are governed by the terms and conditions of the Rewards Program as updated and communicated periodically. novio coins have no monetary value unless specifically permitted for redemption as per the Rewards Program terms, and cannot be exchanged for cash or any other benefit unless explicitly communicated otherwise. There is no inherent value in novio Coins. The availability and nature of products, vouchers, discount coupons, or other benefits redeemable using novio coins shall be solely at the discretion of the Company.

novio coins shall be assigned in the manner set out above and transactions where refund has been initiated will not be considered or adjusted, wherever needed. In case we learn that a User is involved in manipulative behaviour or malpractices of any sort whatsoever, Credilio shall have the sole right to cancel any balance of novio coins and also disqualify such Users from all further offers/programs and benefits provided by Credilio.

Credilio reserves the right to:

• Change, alter, modify the mode of the accrual of coins, including the number of novio coins received in proportion to your activities;
• Determine the jurisdictions in which novio coins are made available, and restrict participation in it from certain jurisdictions;
• Disqualify you from receiving novio coins, if you don't meet the eligibility criteria or for any other reasons such as abuse of the rewards program or fraud or suspicious transaction/activity or as required under applicable law;
• Discontinue or change or issue any new form of novio coins at any time, at our sole discretion;
• Seek additional information from the User in case of a dispute, including the invoices against transactions and credit card statements.

The availability, nature, quantity, and eligibility criteria of products, vouchers, coupons, or services redeemable using novio Coins may be modified, suspended, or withdrawn by the Company at any time, with or without prior notice. The Company does not guarantee the continued availability of any specific reward, vendor, or redemption option.

In addition to the terms set out hereunder, the usage of the novio coins shall also be governed by the terms and conditions of the product, voucher, or discount coupon which is being purchased by the user.

novio Coins are not transferable, not redeemable for cash, and cannot be exchanged, sold, or refunded for money or monetary consideration under any circumstances.

15.4 Usage and Redemption of novio coins

Users may use their accumulated novio coins, subject to availability, for purchasing select brand goods or services as displayed and offered in the novio App at the time of redemption. Redemption of novio coins may require additional payment by the user.

The redemption of novio coins is operated by Vendors engaged by Credilio.

15.5 Disclaimer and Limitation of Liabilities for the Rewards Program

While Credilio facilitates access through vendors, the Company does not manufacture, provide, control, or guarantee any such products or services and shall not be responsible or liable for the quality, merchantability, fitness for a particular purpose, delivery, pricing, availability, after-sales support, or any claims, disputes, losses, or damages arising out of or in connection with such third-party offerings.

Any redemption of novio Coins in respect of third-party products or services shall be subject to the applicable terms and conditions of the respective third-party vendors. The Company does not make any representations or warranties, express or implied, in relation to such third-party offerings and does not endorse or assume responsibility for the acts, omissions, or defaults of any vendor.

Any dispute, claim, or issue arising between a user and a third-party vendor in connection with the redemption or use of novio Coins shall be resolved solely between the user and such third-party vendor, and the Company shall not be a party to such dispute.

All fulfilment, delivery, performance, warranties, guarantees, refunds, exchanges, and customer support in relation to products or services redeemed using novio Coins shall be the sole responsibility of the respective third-party vendors. The Company shall not be responsible for delays, non-delivery, defective products, deficient services, or failure by any vendor to honour a voucher, coupon, or service.

15.6 Taxes and other costs

Any taxes, duties, levies, or other statutory charges arising from the accrual, redemption, or use of novio coins or any associated rewards shall be borne solely by the user. The Company shall not be responsible for determining, collecting, or paying any such taxes on behalf of the user, except as required under applicable law.

15.7 No agency or partnership

Nothing contained in these terms of use shall be deemed to create any partnership, joint venture, agency, or employment relationship between the Company and any third-party vendor. The Company acts solely as a facilitator for enabling redemption of novio Coins and does not act on behalf of, or bind, any vendor.

15.8 Other Terms

In case of any issues with the purchase, users may reach out to customer support at care@novio.in, and we will endeavour to assist in resolving the issue with the third-party provider. However, Credilio's liability is limited to coordinating with the Vendor, and any claims regarding the gift card/services/product itself are subject to the terms of the issuing brand and/or third-party provider.

The list of goods/services available for redemption, as well as the rates at which gift cards or goods/services are offered, are determined by Credilio at its sole discretion and are subject to change at any time without prior notice. Credilio does not guarantee the availability of any specific brand, denomination, or discount rate at any given time.

In case of any dispute relating to the Rewards Program, including earning, redemption, or brand availability, the decision of Credilio shall be final and binding.

15.9 Additional FAQs for Rewards

16. Promotional Offers Terms & Conditions

All promotional offers, benefits, rewards, discounts, cashback, vouchers, coins or similar incentives ("Offers") mentioned herein are promotional in nature and are extended on a best-effort basis for customer acquisition and engagement purposes only. Availability of any Offer is not guaranteed and is subject to applicable eligibility criteria, partner availability, technical feasibility, internal policies, and other conditions as determined by Credilio from time to time.

Credilio reserves the right, at its sole discretion, to modify, suspend, substitute, limit, or withdraw any Offer (in whole or in part), including its terms, eligibility criteria, duration, fulfilment mechanism, or benefits, at any time without prior notice. Customers shall have no claim, right, or entitlement against Credilio for non-availability, modification, or withdrawal of any Offer.

Receipt of promotional communication or visibility of an Offer on any platform does not constitute a guarantee of fulfilment. Actual fulfilment remains subject to satisfaction of all applicable conditions and successful validation. Credilio shall not be liable for any loss, inconvenience, reputational impact, or dissatisfaction arising from non-availability or change of any Offer.

16.1 BookMyShow Offer

1. Buy 1 Ticket, Get 1 Free (worth up to ₹250) on Movies or Non-Movies.
2. Valid on novio credit card bookings only.
3. Minimum booking value: ₹500 (excluding convenience & additional charges)
4. Minimum 2 tickets must be booked to avail the offer.
5. Offer valid all days of the week.
6. Offer can be availed once per card per month.
7. Offer subject to availability.

16.2 Amazon Offer

1. Up to ₹1000 instant discount on all eligible categories.
2. Minimum transaction value:
   1. ₹100 off on ₹2,000
   2. ₹250 off on ₹5,000
   3. ₹500 off on ₹10,000
   4. ₹1,000 off on ₹20,000
3. Under this Offer, any Cardholder who, during the Offer Duration, makes any purchase of products Mobiles, TV, Appliances, Fashion, Electronics, Home, Kitchen and Furniture from Amazon.in and makes the payment using the Credit Card will be entitled to receive flat instant discount on credit card during the Offer Duration.
4. A customer can avail a maximum discount of ₹1,000 per month on min ₹20,000 transactions.
5. Offer not applicable on Grocery purchases.
6. Offer subject to availability.
7. Cardholders who fulfil the aforementioned criteria will be provided with a flat instant discount, subject to a maximum of INR 100 per card on Credit card non-EMI transactions during the Offer Duration.
8. The purchase of the product(s) will be governed by the terms of sale, including terms of exchange (wherever available), applicable to the sale of the product(s) on Amazon.in. This Offer will also be applicable on purchase of product(s) by the Cardholders under an exchange offer.
9. The Instant Discount would not be applicable on payment made by Cardholders using the 'Cash on Delivery' payment option. The Offer is not applicable on Credit card EMI transactions. In case there are multiple items in a purchase order, the item-wise savings/discount may vary. However, the overall savings/discount on the purchase order will be equivalent to maximum savings/discount the Cardholder is eligible for under this Offer.
10. In the event the order is returned or cancelled by the Cardholder, seller or Amazon Seller Services Private Limited, for any reason whatsoever, and subsequently the order/purchase transaction value falls below INR 2,000 for Credit Card Non-EMI transactions the order will not qualify for this Offer and the participation of the Cardholder will be deemed withdrawn.
11. If Instant Discount is availed on any purchase, and the transaction is subsequently cancelled, the refund amount of such orders will be post adjusting the instant discount amount availed on the purchase.
12. Under no circumstances, will the cashback being offered under this Offer be settled in cash in lieu thereof by Amazon.
13. By participating in this Offer, every Cardholder expressly agrees that Amazon or any of its affiliates will not be liable or responsible for any loss or damage whatsoever that a Cardholder may suffer, directly or indirectly, in connection with this Offer, including but not limited to that associated with his/her use or delivery or misuse of any product purchased on Amazon.in.
14. Offer subject to availability.

16.3 Zepto Offer

1. Up to ₹150 off (₹50 off on ₹499 or above - applicable up to 3 times per customer per month) with novio Credit Card on novio app.
2. Applicable on total payable amount ₹499.
3. Offer is exclusive to novio Credit Card holders.
4. Offer can be availed 3 times per user per month during the offer period.
5. Discount will be applied instantly at checkout when the eligible card and coupon code are used.
6. Offer valid till 30th June 2026.
7. Offer subject to availability.

16.4 Swiggy Offer

1. Enjoy 20% off on your Swiggy orders using code NOVIO100.
2. Get up to ₹100 off on a minimum order value of ₹499.
3. Offer can be availed once per month.
4. Offer applicable only on food delivery orders.
5. Offer is subject to availability.

17. novio Refer & Earn Program – Terms & Conditions

17.1 Program Overview

The novio Refer & Earn Program allows existing users ("Referrer") to invite new users ("Referee") to the novio platform and earn rewards subject to fulfillment of the eligibility criteria defined herein.

17.2 Eligibility Criteria

1. The Referee must be a new subscriber to novio credit card by clicking on the Refer-And-Earn link shared by the respective Referrer and must not be previously registered with novio credit cards.
2. The Referee must successfully complete the process and have a novio card issued.
3. The Referrer must have a valid and active novio app account.

17.3 Referral Rewards

17.3.1 Referrer Reward

The Referrer reward shall be based on the active campaign at the time of referral and may vary.

17.3.2 Referee Reward

The Referee shall receive ₹250 cash + 250 novio coins, subject to eligibility criteria and as announced from time to time.

17.4 Rewards Based on Fixed Deposit (FD) Amount

1. For FD amount greater than ₹5,000: ₹500 cash + 500 novio coins.
2. For FD amount less than ₹5,000: ₹250 cash + 500 novio coins.

Note: Reward values are subject to change based on the campaign running during a specific period.

17.5 UPI Registration Requirement

1. Users must register on novio UPI with a valid bank account to receive cash rewards.
2. UPI registration must be completed within 1 month from the date of card issuance.
3. Failure to complete UPI registration within the specified timeline will result in disqualification from the program.

17.6 Reward Disbursement

1. Rewards will be credited in the subsequent month following successful referral and UPI registration.
2. The payout will be processed as per working business days.

Example:

• Card Issuance Date: 3rd April
• UPI Registration Date: 10th April
• Payout Date: 31st May (subject to business days)

17.7 Mode of Payment

1. Cash rewards will be credited to the user's linked bank account via novio UPI.
2. Users must ensure that their bank account is correctly linked to receive payouts.

17.8 Coins and Expiry

1. novio coins awarded under this program are redeemable within the novio app.
2. The validity/expiry of coins may vary depending on the campaign.

17.9 Ineligibility Conditions

Users shall not be eligible for rewards under the following conditions:

1. The Referee is already registered with novio.
2. The referral does not result in successful card issuance.
3. The Referee fails to register for novio UPI within the stipulated time.
4. The referral lead expires.

17.10 Referral Tracking

Users can track the status of their referrals through the Referral History section within the novio app.

17.11 Modification & Termination

novio reserves the right to modify, alter, amend, or withdraw the Refer & Earn Program or any of its terms at any time without prior notice.

17.12 General Conditions

1. Participation in the program constitutes acceptance of these Terms & Conditions.
2. Rewards are subject to verification and compliance with program rules.
3. Any misuse, fraud, or suspicious activity may result in disqualification.

18. 1000 novio Coins – Joining Bonus Terms & Conditions

18.1 Eligibility

• The 1000 novio Coins joining bonus is available exclusively to new users registering on the novio app.
• Each user is eligible for the reward only once, upon first successful registration.

18.2 Reward Credit

• 1000 novio Coins will be automatically credited to the registered novio account after successful registration. The coins may take up to 24 hours to appear in the user's rewards balance in case of network or processing delays.

18.3 Usage of Coins

• novio Coins can be used only within the novio app to redeem offers, benefits, or partner rewards available under the Rewards section.
• Coins cannot be exchanged for cash or monetary value. Redemption options may vary from time to time at novio's discretion.

18.4 Validity

• The 1000 novio Coins are valid for a limited period from the date of credit (3 months).
• Expired coins will be automatically forfeited and cannot be reinstated.

18.5 Non-Transferability

• novio Coins are non-transferable and cannot be gifted, sold, or assigned to another user or account.

18.6 Misuse or Fraud

• novio reserves the right to withhold or revoke the welcome reward if any fraudulent activity, misuse, or violation of app terms is detected.
• Accounts found in breach may face suspension or permanent deactivation.

18.7 Modification or Withdrawal

• novio reserves the right to change, modify, or withdraw this offer or its terms at any time without prior notice.
• Any such changes will be updated in the app or on the official website.

18.8 Dispute Resolution

• In case of any dispute, novio's decision will be final and binding.
• Users can reach out to novio Support via the Help section or customer support for any queries or clarifications.

19. Secured Credit Card – Terms & Conditions

• Guaranteed approval, subject to the bank’s internal KYC policies.
• Please read the bank’s important documents—MITC, KFS, and the Credit Card Agreement—carefully before applying for the credit card.

20. novio UPI – Terms & Conditions

20.1 Introduction

• If you are availing the Unified Payments Interface ("UPI") services on the novio platform, please ensure that you have read and understood these Terms and Conditions before proceeding.
• UPI is a payment platform built by the National Payments Corporation of India ("NPCI") that enables instant online payments between bank accounts. UPI offers an architecture and a set of standard API specifications to facilitate these online payments. We are a Third-Party Application Provider ("TPAP") authorized by the NPCI to facilitate instant online UPI payments through our sponsor Payment Service Provider ("PSP") bank, DCB Bank Limited, on the UPI payment platform ("novio UPI"). novio UPI is an online payment service facilitator that allows you to make and receive payments using your bank accounts.
• We are a service provider in the UPI payment ecosystem and participate in UPI through our PSP bank, DCB Bank Limited.

20.2 Registration

• You may use novio UPI services only if you are a resident of India, hold an active and authorized bank account with a participating bank, and your bank account is linked to your mobile number. In order to use novio UPI, you must create a profile through the novio App ("App"). The registration process is standardized and governed by the NPCI. We, as a TPAP, are responsible for implementing the process as notified by the NPCI, which may undergo changes from time to time.
• You will need a mobile, internet, or any other supported device that meets certain system and compatibility requirements, which may change from time to time, in order to use novio UPI. Your ability to use novio UPI and the performance of the App may be affected by these factors. You agree that you are responsible for such requirements, including any applicable changes, updates, fees, and all other terms under your agreement with your mobile device and telecommunications provider. We shall not be responsible for any claims arising as a result of the same.
• The registration process may include access to your mobile network and the sending of a unique SMS from your phone to verify, validate, register, and link your bank account and/or RuPay credit card on the novio platform, and to create a unique Virtual Payment Address ("VPA") — i.e., your UPI identification number in the format mobilenumber@nvdcb. Please ensure that correct and up-to-date information is provided; any errors or omissions on your part may hinder the creation of the VPA.
• We do not store any account-related information such as bank account numbers or credit card numbers when creating the VPA. Personal information shared by you as part of the novio UPI registration process, including banking information, will be shared with and stored in a secure database by our PSP bank and the NPCI. By using novio UPI services, you consent to allowing us to fetch information in relation to bank accounts linked to your mobile number, and to enabling our PSP bank and NPCI to store such information for enabling UPI services. All confidential data pertaining to your transactions, bank account details, and other sensitive personal information will be protected using best available security standards as described in our Privacy Policy.
• Once registered, you can utilize UPI services on the App, including: initiating UPI transactions, checking account balance, setting and resetting UPI PIN for bank accounts, and setting a primary account.
• In case you are re-linking an already enabled VPA with another bank account previously linked on the App, we retain the exclusive right to assign unique VPAs to each bank account linked by you, with prior intimation via the App. You can view your VPA of your linked accounts under My Accounts section.
• You further agree and specifically consent to being onboarded on the centralised mapper operated by the NPCI (i.e., the Numeric UPI ID Mapper). Your registered mobile number will be your default 'UPI Number'. By agreeing to this onboarding, you will be able to send and/or receive funds on the App using your 'UPI Number'. The onboarding process will be in accordance with NPCI guidelines and directions. You may choose to delink the default mapping of your UPI Number at any time from the UPI Number section under UPI Profile in the App.

20.3 How to Use novio UPI

• novio UPI enables you to make payments to individuals or businesses for buying products and services online or offline. You can use novio UPI to scan QR codes at merchant locations via the App and make payments.
• Your UPI PIN must be entered on your mobile to authorize every novio UPI payment. You must also ensure that you have a strong and stable internet connection to enable UPI payments to be processed. All transactions are also subject to approval of our PSP bank.
• UPI transactions are subject to minimum and maximum transaction limits that may be set by us as per instructions of our PSP bank, NPCI, or as prescribed under applicable law. As the UPI ecosystem involves various entities including various banks, all transactions may be subject to the policies and limits set out by such entities.
• Our PSP bank reserves the right to reject, block, or suspend any transaction initiated through novio UPI if there is any suspicion of fraudulent or illegal activity.
• Your transaction records can be reviewed within the novio App under the "Transaction History" section. You are required to review all transactions and, in case you identify any error or unauthorised transaction, notify us as per the Dispute Redressal Mechanism set out in Section 20.8 below.

20.4 Charges

• We do not charge any fee for registering on the novio App or for usage of novio UPI services. However, we reserve the right to change the fee policy from time to time, subject to applicable laws. We may introduce fees for any new services or amend fees for existing services. All such changes shall be displayed on the App and shall become applicable from the date on which such fees are introduced.
• Your bank may charge a nominal transaction fee for UPI transfers. Please check with your respective bank for any such charges.

20.5 User Responsibility & Obligations

While registering and transacting using novio UPI, you are required to ensure the following:

• You are solely responsible for ensuring that your bank account is linked to your registered mobile number on your novio UPI account.
• It is your responsibility to keep your novio UPI account secure and not to share your bank account details or UPI PIN with anyone. We will never ask you for your UPI PIN. Sharing such information with others may lead to unauthorised usage, for which we shall not be responsible.
• You are solely responsible for all payments made using novio UPI. Please ensure that QR codes and VPAs of intended recipients are complete and accurate. We will not be responsible for any losses that you may incur as a result of your own errors.
• Please ensure that sufficient funds are maintained in your bank account linked to novio UPI to avoid failed or incomplete transactions.
• You agree that if any information provided by you is untrue, inaccurate, incomplete, or not current, or not in accordance with these Terms, we shall have the right to indefinitely suspend, terminate, or block access to novio UPI services.
• You agree that novio UPI, our PSP bank, or any other system participant in the UPI ecosystem shall not be liable for any delay in completion of funds transfer or any loss on account of errors in execution of funds transfer by you.
• You are required to ensure availability of sufficient funds in UPI-linked bank account(s) to avoid transaction declines and any charges levied by your issuer bank.

• We may review your activity and transactions on the platform to identify high-risk transactions. In case any transaction or activity is believed to be suspicious or unusual, we may temporarily or permanently suspend your access to novio UPI services. We further reserve the right to investigate and may suspend or terminate your account, and report the transaction and account details to legal enforcement agencies or other regulatory authorities as applicable or notified by law.

20.6 UPI Participant Roles and Responsibilities

• The roles and responsibilities of each participant in the UPI ecosystem — including the NPCI, PSP banks, and TPAPs — are defined by the NPCI and are available at: https://www.npci.org.in/what-we-do/upi/roles-responsibilities

20.7 UPI Lite

20.7.1 What is UPI Lite?

• UPI Lite is a service enabled by the NPCI on novio UPI through which you can carry out low-value transactions using an on-device wallet. The following terms apply to and govern the UPI Lite feature on the novio App. Please read these terms carefully before accessing or using UPI Lite. By enabling and/or using UPI Lite on the App, you acknowledge that you have read, understood, and agreed to be bound by these terms.

20.7.2 Enabling UPI Lite

• To enable UPI Lite, tap on the relevant section in the novio App and add funds from your linked bank account using your UPI PIN. No UPI PIN is required to make payments via UPI Lite. Any amount added to UPI Lite is non-interest bearing. You can track the status of each UPI Lite transaction on the App.

20.7.3 Transaction Limits

• Maximum amount per UPI Lite transaction: ₹1,000
• Maximum balance that can be held in UPI Lite at any one time: ₹5,000
• The above limits may be modified by NPCI without prior notice.

20.7.4 Disabling UPI Lite

1. Before changing your mobile device, you must disable UPI Lite from your current device as per the steps prescribed on the App, and move your UPI Lite balance funds to your linked bank account. If you fail to do so, you can reach out to your issuer bank for assistance. We shall not be liable in this regard.
2. You may disable UPI Lite at any time by following the steps on the App. Once disabled, the balance funds will be credited into your linked bank account.
3. All other novio UPI terms apply to UPI Lite. In case of conflict between these UPI Lite terms and the general novio UPI Terms and Conditions, the UPI Lite terms shall prevail. Disputes in relation to UPI Lite transactions shall be dealt with as per the novio UPI Dispute Redressal Mechanism.

20.8 Dispute & Grievance Redressal

• We shall be the first point of contact for all novio UPI-related grievances and complaints. You may raise a query in relation to any UPI transaction directly on the novio App.
• In case the complaint or grievance remains unresolved, the next level of escalation will be our PSP bank, followed by the bank where you maintain the account, and then the NPCI. If your complaint still remains unresolved, you may approach the Banking Ombudsman and/or the Ombudsman for Digital Complaints, as applicable.
• Complaints can be raised for both fund transfer transactions and merchant transactions.
• We shall ensure that you are kept updated on the status of your complaints through the novio App or any other available means of communication.

20.9 Indemnity & Limitation of Liability

• You agree to indemnify, defend, and hold harmless novio and its officers, directors, employees, partners, and vendors from and against any and all losses, liabilities, claims, damages, demands, costs, and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by novio that arise out of, result from, or may be payable by virtue of, any breach of any obligation to be performed by you pursuant to these Terms, or your use of novio UPI or the novio App, or any third-party claims arising from any transaction made utilizing novio UPI.
• In no event shall novio and its officers, directors, employees, partners, or vendors be liable to you or any third party for any special, incidental, indirect, consequential, or punitive damages whatsoever, including those resulting from loss of use, data, or profits, whether or not foreseeable or whether or not novio has been advised of the possibility of such damages, or based on any theory of liability including breach of contract or warranty, negligence or other tortious action, or any other claim arising out of or in connection with your use of novio UPI. The maximum aggregate liability of novio for any claims arising from these Terms shall be ₹5,000.

20.10 Disclaimers

• You understand that the terms of availing the UPI payment facility using the NPCI platform, our PSP bank, and novio shall not create any contractual obligation against any NPCI system participant, and downloading or using the novio App does not automatically entitle you to novio UPI payment facility.
• We do not make any warranties and make no representation about the quality and availability of the UPI payment facility. The novio App and novio UPI services are provided on an "as is" basis without any representations or warranties, express or implied, except as otherwise specified in writing. We are not responsible for any loss or damage that you may suffer as a result of using the service.
• Your transaction records and other logs maintained with us shall be final and binding as proof of this facility and transactions.

21. novio Coins on UPI – Frequently Asked Questions

22. Travel with novio – Terms & Conditions (w.e.f. 01.05.2026)

These Terms and Conditions ("Terms") govern your access to and use of 'Travel with novio' — including novio's website, mobile applications, and any related services for the search, booking, and management of travel products including flights, hotels, buses, trains, holiday packages, visa services, travel insurance, ancillary travel services, and any other travel products launched by novio from time to time (collectively, the "Platform"). Please read these Terms carefully before using 'Travel with novio'. By accessing or using 'Travel with novio', you confirm that you have read, understood, and agree to be bound by these Terms.

22.1 Definitions

In these Terms, unless the context requires otherwise:

• "novio", "we", "us", or "our" refers to Credilio Financial Technologies Private Limited, the operator of the 'Travel with novio' and the consumer-facing travel marketing brand under which travel booking services are offered to Users.
• "OnArrival" refers to OnArrival Travel Technology Pvt. Ltd., an IATA-accredited travel infrastructure provider that powers 'Travel with novio's travel inventory, ticketing, payment processing, and post-booking operations. OnArrival is the merchant of record for all Bookings made through 'Travel with novio'.
• "Suppliers" refers to airlines, hotels, bus operators, train operators, Global Distribution Systems (GDS), aggregators, visa service providers, insurance providers, and other third-party providers from whom travel inventory is sourced and through whom travel services are delivered.
• "User", "you", or "your" refers to any individual accessing 'Travel with novio', including registered users and guest users completing Bookings.
• "Booking" refers to a confirmed travel reservation (flight, hotel, bus, train, holiday package, visa service, insurance, or any other travel service offered) made by a User on 'Travel with novio', evidenced by a valid Passenger Name Record (PNR), Booking ID, or equivalent confirmation reference.
• "Convenience Fee" refers to any platform service fee charged by novio (including OnArrival's bundled service charge) in addition to the base fare or service cost of the Booking.
• "Travel Services" refers collectively to all travel products and ancillary services offered through 'Travel with novio' from time to time, including but not limited to flights, hotels, bus bookings, train bookings, holiday packages, visa facilitation, travel insurance, airport transfers, activity bookings, and any future products launched by novio.
• "Rewards" refers to novio Coins, cashback, credits, vouchers, promotional benefits, travel credits, or any other loyalty or incentive mechanism offered by novio under any programme from time to time.
• "Force Majeure Event" has the meaning ascribed to it in Section 22.16 of these Terms.
• "Account" refers to the registered user account created by a User on 'Travel with novio' to access the Platform and its services.
• "Fare Rules" refers to the terms, conditions, restrictions, and penalties stipulated by the relevant Supplier in connection with a specific Booking, including but not limited to cancellation charges, change fees, and refund eligibility.

22.2 Scope of Services

• 'Travel with novio' enables Users to:
  1. search and compare travel options across multiple modes and Suppliers;
  2. make and manage Bookings for Travel Services;
  3. make payments via supported methods;
  4. access booking confirmations, e-tickets, vouchers, and post-booking support; and
  5. access ancillary and add-on services including travel insurance, seat selection, meal preferences, and similar services.

• novio operates 'Travel with novio' and is the consumer-facing brand. novio markets 'Travel with novio', owns the User relationship, manages communications, and provides front-line customer service.

• OnArrival is the merchant of record and the underlying travel technology and fulfilment infrastructure powering 'Travel with novio'. OnArrival is responsible for inventory access, ticketing, payment processing as merchant of record, supplier settlement, and back-office travel operations.

• The actual contract for travel services (including air carriage, hotel accommodation, bus/train transport, or other services) is between the User and the relevant Supplier, and is governed by the Supplier's Fare Rules, conditions of carriage or service, and applicable laws and regulations.

• Neither novio nor OnArrival operates aircraft, hotels, buses, trains, or other transport or accommodation facilities, nor directly provides any travel services.

• The scope of 'Travel with novio' may be expanded or modified by novio from time to time to include new Travel Services, new product categories, new technology integrations, or new Supplier relationships. These Terms shall automatically apply to all such expanded or modified services unless separate terms are expressly stated.

• novio reserves the right, at its sole discretion and without liability, to withdraw, suspend, or modify any Travel Service, feature, or product offering at any time, including withdrawing access to specific Suppliers or service categories.

22.3 'Travel with novio': Role & Status of Parties

• 'Travel with novio' is a travel facilitating service offered by novio. OnArrival is the licensed travel technology provider and merchant of record.

• Bookings made through 'Travel with novio' are subject to:
  1. the relevant Supplier's Fare Rules, conditions of carriage or service, and policies;
  2. applicable aviation, transport, immigration, customs, and other applicable regulations; and
  3. these Terms.

• Neither novio nor OnArrival shall be liable for:
  1. Supplier service delivery, schedule changes, delays, or cancellations;
  2. Supplier operational decisions, denied boarding, overbooking, or service quality;
  3. acts or omissions of any Supplier or third party, except to the extent required by applicable law and subject to the limitations in Section 22.14 (Limitation of Liability).

• novio acts solely as an intermediary facilitating access to Supplier inventory and does not guarantee the availability, quality, fitness, safety, or suitability of any Travel Service offered by any Supplier. Any representations regarding Supplier services are made by the Supplier and not by novio.

• OnArrival's role as merchant of record is limited to payment processing, ticketing, and back-office fulfilment operations. OnArrival does not guarantee or warrant the performance of any Supplier.

• Where novio engages third-party aggregators, API providers, GDS providers, or technology intermediaries to source inventory or facilitate Bookings, novio shall not be liable for errors, omissions, mis-pricings, or data inaccuracies originating from or attributable to such third-party systems.

22.4 Eligibility & User Account

• To use 'Travel with novio', you must:
  1. be at least 18 (eighteen) years of age;
  2. be legally capable of entering into a binding contract under the Indian Contract Act, 1872; and
  3. provide accurate, current, and complete information about yourself and all passengers.

• You agree not to:
  1. make fraudulent, speculative, or duplicate Bookings;
  2. use 'Travel with novio' to resell tickets or Travel Services or in violation of any applicable law;
  3. impersonate any other person or misrepresent any passenger detail.

• novio reserves the right (and may instruct OnArrival on its behalf) to refuse service, cancel Bookings, or suspend or terminate your access to 'Travel with novio' where misuse, fraud, or breach of these Terms is reasonably suspected, without any prior intimation or without the need to provide any justification whatsoever.

• Where you create an Account on novio or 'Travel with novio', you are solely responsible for: (a) maintaining the confidentiality of your account credentials; (b) all activities conducted through your Account; and (c) immediately notifying novio of any unauthorised access or suspected compromise of your Account. novio shall not be liable for any loss or damage arising from unauthorised use of your Account.

• Each User is permitted to maintain only one (1) Account on novio or 'Travel with novio'. Creation of multiple Accounts for the purpose of exploiting promotions, circumventing suspensions, accumulating disproportionate Rewards, or gaining any other unfair advantage is strictly prohibited. novio reserves the right to identify, merge, or permanently delete duplicate Accounts and forfeit all associated Rewards, credits, and Bookings without notice.

• 'Travel with novio' is intended solely for personal, non-commercial use by individual consumers. Use of the Platform for commercial resale, travel agency operations, bulk ticket purchasing, sub-agency activities, automated price monitoring, or any other commercial purpose is strictly prohibited.

• You represent and warrant that you are not (a) identified on any government list of prohibited, sanctioned, or restricted parties; (b) located in a country subject to a government embargo or trade sanctions; or (c) otherwise prohibited by applicable law from transacting with novio. novio reserves the right to cancel any Booking and reject any payment where sanctions compliance concerns arise.

• novio employs automated and manual mechanisms to detect and prevent abuse, fraud, and platform misuse. You acknowledge and consent to novio monitoring usage patterns, transaction data, and platform interactions for the purposes of fraud detection, security, and compliance. Detected abuse may result in immediate account suspension, cancellation of Bookings without refund, forfeiture of Rewards, and reporting to law enforcement authorities.

• 'Travel with novio' is not intended for use by persons under 18 years of age. Where a Booking includes travel by a minor, the User represents that they are the parent or legal guardian of the minor and accepts full legal responsibility for compliance with all airline and Supplier policies applicable to minor travellers, including unaccompanied minor rules and applicable documentation requirements.

22.5 Booking Process & Confirmation

• A Booking is confirmed only when:
  1. full payment is successfully received; AND
  2. a valid PNR, Booking ID, or equivalent confirmation reference has been issued by the Supplier and communicated to you by email, in-app notification, or any such communication mode.

• Until both conditions above are satisfied, no Booking shall be deemed confirmed and no contract for Travel Services shall arise.

• Fares and prices displayed on 'Travel with novio' are dynamic and may change up until the moment of confirmed Booking. Inventory is also subject to real-time availability.

• novio reserves the right to offer certain benefits, fares, and loyalty points on a conditional basis linked to ownership or usage of novio credit cards, novio UPI, or any such services offered by novio from time to time.

• In the event of an obvious pricing or technical error (including, without limitation, fares displayed materially below market rates due to system or feed errors), novio and/or OnArrival reserve the right to: (a) decline or cancel the affected Booking; and (b) issue a full refund of all amounts paid, as the User's sole and exclusive remedy.

• It is the User's sole responsibility to verify the accuracy of all Booking details, including passenger names, dates, travel origin and destination, Supplier selection, and service class, prior to completing payment. novio and OnArrival shall not be responsible for errors in Bookings resulting from inaccurate information submitted by the User.

• In the event that confirmed inventory becomes unavailable after Booking confirmation due to Supplier overbooking, system synchronisation errors, or other Supplier-side issues, novio's liability shall be limited to processing a full refund of amounts paid. novio shall have no further liability for consequential losses, alternative accommodation, or onward travel costs.

• Where a fare displayed on the Platform does not match the fare confirmed by the GDS or Supplier at the time of ticketing due to API or data latency, novio reserves the right to: (a) notify the User of the corrected fare and offer the User the option to proceed or cancel; or (b) cancel the Booking and issue a full refund, at novio's sole discretion. No claim shall lie against novio for the difference in fares in such circumstances.

• novio and OnArrival have no control over Supplier overbooking practices. In the event a User is denied boarding or denied check-in as a result of Supplier overbooking, the User's remedies lie exclusively against the Supplier under applicable consumer protection or aviation regulations.

• In the event a User inadvertently creates duplicate Bookings for the same travel itinerary, novio's obligation is limited to refunding amounts in accordance with the applicable Fare Rules. Convenience Fees paid on duplicate Bookings are non-refundable. novio shall not be liable for any losses arising from the User's failure to identify or cancel duplicate Bookings.

22.6 Payments & Merchant of Record

• Merchant of Record: OnArrival is the merchant of record for all Bookings made through 'Travel with novio'. Payments made by Users for Bookings are settled to OnArrival, which in turn settles with Suppliers through the IATA Billing and Settlement Plan (BSP) or directly with the corresponding Supplier as applicable. The User's bank or card statement may reflect "OnArrival" or "Credilio Financial Technologies Private Limited" or "Travel with novio" or a substantively similar descriptor as the merchant for the transaction.

• Payment Methods: Bookings may be paid using: (a) credit and debit cards; (b) Unified Payments Interface (UPI); (c) net banking; and (d) any other payment methods made available on 'Travel with novio' from time to time.

• Authorisation: By submitting payment details, you authorise novio and/or OnArrival (acting as merchant of record) to charge the full amount payable in respect of your Booking, including base fares, applicable taxes, surcharges, and any Convenience Fee.

• Convenience Fee: A Convenience Fee may be charged per Booking. The Convenience Fee shall be: (a) clearly disclosed to you prior to payment; and (b) non-refundable, except where the Booking fails to confirm or where the Supplier cancels the service in its entirety prior to departure or service commencement.

• Payment Failures: Where payment is debited from a User's account but a Booking does not confirm: (a) the debited amount will be refunded automatically to the original payment instrument within 5 to 7 business days of the failed transaction; and (b) timelines may extend due to bank or payment gateway processing, which is outside novio's and OnArrival's control.

• Currency: International Bookings may be billed in foreign currency. Currency conversion charges, foreign transaction fees, and bank charges levied by the User's card issuer are the User's responsibility.

• Where a payment transaction is initiated by a User but fails to complete due to payment gateway error, bank decline, OTP failure, session timeout, or any technical issue, novio and OnArrival shall have no obligation to hold, reserve, or guarantee the availability of the relevant inventory. Prices and availability may change between payment attempts.

• Where a User is charged more than once for the same Booking due to a technical error, the duplicate charge will be identified and refunded to the original payment instrument within 7 to 10 business days, subject to confirmation from the payment gateway. Users must report suspected duplicate charges to novio's customer support within 30 days of the transaction date.

• novio and OnArrival actively monitor and contest chargebacks and payment disputes. Users are strictly prohibited from initiating chargebacks or payment reversals with their bank or card issuer in respect of confirmed Bookings without first raising a formal complaint with novio's grievance redressal mechanism. Fraudulent, malicious, or unjustified chargebacks shall result in: (a) permanent suspension of the User's Account; (b) forfeiture of all Rewards; (c) cancellation of all pending Bookings without refund; and (d) legal action to recover losses including processing fees, chargeback penalties, and legal costs.

• If you believe a transaction has been made on your payment instrument without your authorisation, you must: (a) immediately notify your bank or card issuer to report the unauthorised transaction; and (b) notify novio's customer support. novio shall cooperate with investigation requests from your bank, but shall not be liable for unauthorised transactions resulting from the User's failure to safeguard payment credentials, account details, or OTPs.

• novio engages third-party payment gateways and processors to facilitate transactions. novio shall not be liable for payment failures, delays, errors, or data security incidents attributable to third-party payment gateway providers.

• All payment processing in connection with Bookings made through 'Travel with novio' shall be conducted in compliance with applicable Reserve Bank of India (RBI) regulations, including the Payment and Settlement Systems Act, 2007, and applicable RBI circulars and guidelines governing domestic and cross-border payment transactions.

22.7 Taxes

• Prices displayed on 'Travel with novio' are inclusive of applicable Goods and Services Tax (GST) on the Convenience Fee and on OnArrival's services.

• Travel service fares (air transport, hotel stay, bus transport, train transport, and other services) carry their own tax structure determined by the respective Suppliers and applicable jurisdictional rules.

• GST invoices for 'Travel with novio' services shall be issued by OnArrival in its capacity as merchant of record under SAC code 998551 (or such other applicable SAC code), in compliance with the Central Goods and Services Tax Act, 2017 and the rules made thereunder.

• Users seeking GST invoices for business expense purposes must ensure their GSTIN is accurately provided at the time of Booking. novio and OnArrival shall not reissue invoices or amend GST details after a Booking has been confirmed.

• Users are solely responsible for their own tax compliance obligations, including income tax, TDS, and GST filings, arising from their use of Travel Services. novio and OnArrival provide no tax advisory services.

22.8 Cancellations, Changes & Refunds

• Rules Govern: All cancellations, date or routing changes, name corrections, and refund eligibility are governed primarily by the Fare Rules and policies of the Supplier in respect of the relevant Booking.

• Refund Timelines: Wherever a refund is payable, as per the terms and conditions of the corresponding Booking:
  1. Refund will be processed in accordance with Supplier timelines, which typically range from 7 (seven) to 45 (forty-five) business days depending on the Supplier and route;
  2. the refund will be credited to the original payment instrument used at the time of Booking.

• Non-Refundable Components: The following are not refundable:
  1. Convenience Fees, except where the Booking fails to confirm;
  2. Cancellation, change, or no-show fees imposed by the airline, hotel, bus operator, train operator, or other Supplier;
  3. any non-refundable fares as designated by the Supplier at the time of Booking;
  4. novio Coins or any such Rewards availed by the User at the time of Booking; and
  5. any insurance premiums, visa facilitation fees, or ancillary service charges that are non-refundable by the respective service provider.

• No-Show: No-shows are governed strictly by the Supplier's policies. Where the Supplier does not refund any portion of the fare in case of a no-show, no refund shall be available from novio or OnArrival.

• Supplier-Initiated Cancellations: Where the Supplier cancels or materially reschedules a Booking:
  1. novio and OnArrival will use commercially reasonable efforts to notify you and to facilitate either a refund or rebooking, in line with the Supplier's policies;
  2. the final remedy available to you is determined by the corresponding Supplier; and
  3. where the Supplier offers a refund, OnArrival, in its capacity as merchant of record, will process the refund to the original payment instrument once received from the Supplier.

• Refund timelines communicated by novio and OnArrival are estimates based on standard banking and Supplier processing cycles. Actual refund credit to the User's account is subject to the processing timelines of the User's bank, card network, or UPI provider, which are outside novio's control. novio shall not be liable for delays in refund credit attributable to banking system processing.

• novio reserves the right to refuse, withhold, or reverse refunds where there is reasonable suspicion of fraudulent activity, misuse of refund policies, manipulation of cancellation systems, or repeated abuse of the cancellation and refund process. Any amount wrongfully obtained through fraudulent refund claims shall be recoverable by novio, including through legal proceedings.

• Users who exhibit patterns of speculative Booking followed by cancellation, repeated no-shows, or systematic abuse of Supplier cancellation policies may have their access to 'Travel with novio' suspended or terminated. novio reserves the right to apply a platform-level cancellation fee in cases of identified abuse, in addition to applicable Supplier penalties.

• In the event a Supplier becomes insolvent, ceases operations, or is unable to deliver booked services, novio and OnArrival shall use commercially reasonable efforts to assist Users in seeking refunds from the Supplier or relevant regulatory bodies. However, novio and OnArrival shall bear no financial liability for amounts not recovered from an insolvent Supplier.

22.9 Supplier Operations & Disruptions

• Suppliers are solely responsible for:
  1. service schedules, operations, and equipment;
  2. delays, diversions, cancellations, and rebookings;
  3. service quality, onsite operations, and ancillary services; and
  4. compensation, where applicable under the Supplier's policies or applicable law.

• novio will, on a commercially reasonable efforts basis, notify Users of material schedule changes or service disruptions received from Suppliers via email, SMS, or in-app notification. The accuracy and timeliness of such communications depend on data received from the Supplier.

• Neither novio nor OnArrival shall be liable for:
  1. missed connections;
  2. downstream travel disruptions; or
  3. any loss, damage, expense, or inconvenience arising from Supplier operational issues.

• Where a Supplier modifies a Booking schedule, the User may have options available under the Supplier's policies including re-routing, rebooking, or refund. novio will facilitate communication of available options to the User but the ultimate decision and implementation lies with the Supplier. novio and OnArrival shall not be liable for failure to communicate schedule changes that were not notified to novio by the Supplier.

• In the event a User is denied boarding, denied check-in, or faces involuntary downgrades due to overbooking, the User's rights and remedies lie against the Supplier under applicable consumer protection or sector-specific regulations (including DGCA regulations for domestic aviation). novio and OnArrival shall provide commercially reasonable assistance in facilitating the User's claim against the Supplier but shall bear no independent liability.

• Where a Supplier fails to deliver booked services due to operational failures including technical issues, staffing shortages, equipment failures, or regulatory actions, the User's remedies lie exclusively against the Supplier. novio and OnArrival shall use commercially reasonable efforts to facilitate rebooking or refund processing but shall bear no liability for Supplier operational failures.

22.10 Travel Documentation & User Responsibilities

• You are solely responsible for:
  1. holding valid government-issued identification, passport, visa, transit permits, health/vaccination certificates, and any other documentation required for your travel;
  2. ensuring compliance with the Supplier's policies on minors, infants, persons with reduced mobility, special meals, and special baggage requirements; and
  3. ensuring that the names and personal details of all passengers entered on 'Travel with novio' exactly match the corresponding government-issued identification documents.

• Failure to comply with travel documentation requirements may result in denied boarding, denied check-in, deportation, or other consequences, with no refund or remedy available from novio, OnArrival, or the Supplier.

• Users are solely responsible for obtaining all necessary visas, transit visas, and entry permits required for their itinerary, including transit stops. 'Travel with novio' provides no visa advice and is not responsible for visa refusals, entry denials, or transit complications. Where visa facilitation services are offered on the Platform, such services are provided by third-party service providers and novio accepts no responsibility for visa outcomes.

• Any error in passenger name or personal detail resulting from inaccurate information provided by the User shall be the User's sole responsibility. Name correction charges imposed by Suppliers, or denial of travel resulting from name mismatches, shall be borne entirely by the User. novio and OnArrival shall not be liable for any costs, losses, or inconvenience arising from passenger name or detail errors.

• novio strongly recommends that Users obtain comprehensive travel insurance prior to travel, covering trip cancellation, medical emergencies, baggage loss, travel delays, and personal accidents. The availability of travel insurance products on the Platform does not constitute advice or a warranty regarding coverage.

• Users are solely responsible for: (a) completing check-in within the timelines and through the channels prescribed by the Supplier; (b) arriving at the departure point within the time stipulated by the Supplier; and (c) ensuring all passengers comply with Supplier check-in, boarding, and security requirements. novio and OnArrival shall not be liable for any consequences arising from the User's failure to comply with check-in requirements.

• Baggage allowances, restrictions, prohibited items, special baggage requirements, and excess baggage charges are governed exclusively by the Supplier's policies. Users are responsible for ensuring compliance with baggage requirements prior to travel. novio and OnArrival shall not be liable for baggage charges, confiscations, or losses arising from non-compliance.

22.11 Ancillary & Add-On Services

• Check-in must be completed within the timelines and through the channels prescribed by the Supplier.

• Baggage allowances, restrictions, prohibited items, and excess baggage charges are governed by the Supplier's policies.

• Ancillary services (including but not limited to seat selection, additional baggage, in-flight meals, lounge access, priority boarding, room upgrades, and similar services) are provided by the Supplier. Charges and availability are determined by the Supplier.

• Where travel insurance is offered as an add-on service through 'Travel with novio', it is provided by a third-party licensed insurance company regulated by the Insurance Regulatory and Development Authority of India (IRDAI). novio acts solely as a facilitator of insurance enquiries. The insurance contract is between the User and the insurance provider. All claims, coverage disputes, and policy matters are to be resolved directly with the insurance provider. novio shall not be liable for claim rejections, coverage limitations, or any dispute arising under the insurance policy.

• Where visa facilitation services are offered through 'Travel with novio', such services are provided by third-party visa service agencies. novio acts solely as a facilitator. The outcome of visa applications is determined by the respective embassy, consulate, or immigration authority. novio and OnArrival shall not be liable for visa refusals, delays, or any costs incurred in connection with visa applications.

• Where novio offers holiday packages comprising combinations of flights, hotels, transfers, activities, and other services, the terms governing each component of the package shall be those of the respective Supplier. In the event of disruption to one component of a package, novio shall not be obligated to provide substitute arrangements for other components unless expressly agreed in writing. Package pricing is subject to availability and may change prior to confirmed Booking.

• Seat selection, meal preferences, wheelchair assistance, and other special service requests facilitated through 'Travel with novio' are subject to Supplier confirmation and availability. novio does not guarantee fulfilment of any special service request and shall not be liable if a Supplier fails to accommodate a confirmed special request.

22.12 novio Rewards, Credits & Promotions

• novio may, from time to time and at its sole discretion, offer Users Rewards. Rewards are subject to the specific terms of the relevant programme.

• Rewards:
  1. hold no monetary value, are non-transferable, and cannot be exchanged for cash;
  2. may be subject to validity periods, usage caps, and category restrictions; and
  3. may be modified, suspended, or withdrawn by novio without prior notice.

• novio reserves the sole and irrevocable right to forfeit Rewards in cases of fraud, abuse, or breach of these Terms.

• Rewards, including novio Coins, travel credits, cashback, and promotional benefits, shall be subject to validity periods as communicated at the time of issuance. Expired Rewards shall automatically lapse and cannot be reinstated. novio shall not be obligated to notify Users of imminent Rewards expiry.

• Promotional fares, discount codes, promo vouchers, and limited-time offers available on 'Travel with novio' are subject to specific terms and conditions communicated at the time of the offer. Promotions are: (a) non-transferable and for single use only unless expressly stated otherwise; (b) not combinable with other offers unless explicitly stated; (c) applicable only for specified Booking windows and travel dates; and (d) subject to inventory availability and may be withdrawn at any time without notice.

• Misuse, duplication, sharing, or automated generation of promotional codes is strictly prohibited. novio reserves the right to: (a) invalidate misused or duplicate promotional codes; (b) cancel Bookings made using misused promotional codes without refund; (c) recover the value of any discount or benefit wrongfully obtained; and (d) permanently suspend accounts engaged in promotional misuse.

• Rewards earned or applied in connection with a Booking that is subsequently cancelled, refunded, or reversed shall be automatically reversed from the User's account. novio reserves the right to deduct reversed Rewards from any future Reward balance or refund amount.

• novio employs automated systems to monitor Reward accumulation and redemption patterns. Unusual or suspicious Reward activity may result in temporary or permanent suspension of Reward privileges and Account access pending investigation.

• novio reserves the right to modify, restructure, suspend, or discontinue any Rewards programme at any time without prior notice. Users shall have no vested right in any Rewards programme structure, earn rate, or benefit level.

• Rewards are personal to the User and may not be transferred, gifted, sold, or pledged to any third party. Any purported transfer of Rewards shall be void.

22.13 Intellectual Property & Platform Security

• All Platform branding, content, design, copy, marketing material, and User-facing interfaces operated under the novio and 'Travel with novio' brand are the sole and exclusive property of novio. The User is granted no right, title, or interest of any kind in novio's intellectual property.

• All travel technology, software, application programming interfaces (APIs), micro-frontends, integration components, transaction systems, supplier integrations, and associated platform infrastructure provided or operated by OnArrival shall remain the sole and exclusive property of OnArrival. The User is granted no right, title, or interest of any kind in OnArrival's intellectual property.

• You are not permitted under any circumstances to:
  1. copy, scrape, reverse engineer, decompile, or attempt to derive source code or algorithms from any part of 'Travel with novio';
  2. use any automated means (including bots, crawlers, scripts, or similar tools) to access, test, or interact with 'Travel with novio' other than as expressly permitted;
  3. resell, redistribute, or commercially exploit Bookings, fare data, inventory, or any output; or
  4. misuse 'Travel with novio' in any manner that may damage the rights or reputation of novio, OnArrival, or any Supplier.

• The use of bots, spiders, crawlers, scrapers, price comparison scripts, automated booking tools, screen-scraping software, or any other automated technology to access, extract, or interact with 'Travel with novio' is strictly prohibited.

• Systematic extraction, data mining, or aggregation of fare data, inventory data, pricing data, or any other data from 'Travel with novio' for any purpose is strictly prohibited without novio's prior written consent.

• You shall not attempt to bypass, circumvent, or defeat any security feature, authentication mechanism, or access control implemented on 'Travel with novio'. Any attempt to gain unauthorised access to the Platform, its systems, databases, or infrastructure constitutes a violation of the Information Technology Act, 2000 and may result in criminal prosecution.

• You shall not upload, transmit, or introduce to 'Travel with novio' any virus, malware, ransomware, trojan, worm, or other harmful or disruptive code. Violations may result in immediate Account termination and legal action.

22.14 Limitation of Liability

• To the maximum extent permitted by applicable law, the aggregate liability of novio and OnArrival, individually or jointly, to the User in connection with any Booking and these Terms shall not exceed the total Convenience Fee paid by the User in respect of the Booking giving rise to the claim.

• In no event shall novio or OnArrival be liable for:
  1. Supplier service failures, delays, cancellations, or rescheduling;
  2. loss, damage, theft, or delay of baggage;
  3. personal injury, illness, or loss of life arising from travel; or
  4. any indirect, incidental, special, consequential, exemplary, or punitive damages of any kind, including loss of profits, business opportunity, goodwill, or data, even if advised of the possibility of such damages.

• Without prejudice to the generality of the above, novio and OnArrival shall not be liable for: (a) loss of revenue, income, or profits; (b) loss of anticipated savings; (c) business interruption or loss of business opportunities; (d) emotional distress or psychological harm; (e) missed connections or onward travel disruptions; (f) costs of alternative transport, accommodation, or travel arrangements; (g) loss arising from missed events, appointments, occasions, or commercial engagements; or (h) any other indirect, remote, or speculative loss, whether foreseeable or not.

• Nothing in these Terms shall exclude or limit liability for fraud, gross negligence, wilful misconduct, or any liability that cannot be excluded under applicable law.

• Nothing in this Section shall override or diminish the User's statutory rights under the Consumer Protection Act, 2019 or any other applicable mandatory law that cannot be contractually excluded.

22.15 Indemnity

• You agree to indemnify and hold harmless novio, OnArrival, and their respective officers, directors, employees, and agents from and against any claims, losses, damages, liabilities, costs, and expenses (including reasonable attorney's fees) arising from:
  1. your breach of these Terms;
  2. your fraudulent or unlawful use of 'Travel with novio';
  3. inaccurate or false information submitted by you;
  4. any third-party claim resulting from your acts or omissions in respect of any Booking;
  5. cancellation or modification done to Bookings by you; and
  6. your violation of any applicable law in connection with your use of the Platform or travel services.

• You specifically agree to indemnify novio and OnArrival for all losses, chargeback fees, penalty charges, legal fees, and administrative costs incurred by novio or OnArrival as a result of any fraudulent, unjustified, or abusive chargeback, payment reversal, or dispute initiated by you in connection with a confirmed Booking.

• You agree to indemnify novio and OnArrival against any regulatory action, fine, penalty, or proceeding initiated against novio or OnArrival by any governmental or regulatory authority arising from your breach of these Terms, your non-compliance with applicable laws, or your misuse of the Platform.

22.16 Force Majeure

• novio and OnArrival shall not be liable for any failure or delay in performance arising from causes beyond their reasonable control, including:
  1. acts of God, natural disasters, earthquakes, floods, fires;
  2. wars, hostilities, civil unrest, terrorism;
  3. epidemics, pandemics, public health emergencies, government quarantine measures;
  4. actions of governments, regulators, or aviation authorities (including airspace closures, sanctions, and travel restrictions);
  5. Supplier strikes, technical failures, fuel shortages, or operational disruptions originating with Suppliers;
  6. failure or unavailability of GDS, ticketing systems, payment networks, or other critical third-party infrastructure; or
  7. cyber-attacks, internet outages, or telecommunications failures.

• In the event of a Force Majeure Event, novio shall use commercially reasonable efforts to assist Users in securing refunds, alternative arrangements, or other remedies available from the Supplier. However, the User acknowledges that the availability of any remedy is dependent on the Supplier's policies and applicable law, and novio shall bear no independent liability for losses arising from Force Majeure Events.

• Where a Force Majeure Event continues for a period exceeding 30 (thirty) days and materially affects novio's ability to perform under these Terms, novio reserves the right to suspend or terminate affected services without liability, and shall use reasonable efforts to facilitate refunds of amounts paid to the extent recoverable from Suppliers.

22.17 Privacy & Data Protection

• novio is the primary Data Fiduciary in respect of personal data collected from Users on 'Travel with novio'. OnArrival processes such personal data as a Data Processor on novio's instructions in connection with Booking fulfilment, and acts as an independent Data Fiduciary solely for transaction records that OnArrival is legally required to maintain (including IATA/BSP, GST, and audit obligations).

• Personal data processed includes name, contact details, government identification (where required by Suppliers), date of birth, gender, payment information, travel history, and any other information necessary for Booking fulfilment.

• Personal data is processed for the following purposes:
  1. creating, confirming, and managing Bookings;
  2. communicating with the User in respect of Bookings, schedule changes, and customer support;
  3. compliance with legal, regulatory, and tax obligations;
  4. fraud prevention and platform security; and
  5. (where the User has consented separately) marketing and personalisation.

• Personal data may be shared with:
  1. Suppliers, GDS providers, and aggregators, to the extent necessary to fulfil the Booking;
  2. payment service providers and acquiring banks, to process payments; and
  3. governmental authorities and law-enforcement agencies, where legally required.

• By making a Booking, you consent to the cross-border transfer of personal data necessary to fulfil the Booking, in accordance with applicable law including the Digital Personal Data Protection Act, 2023.

• You have rights of access, correction, erasure (subject to legal retention), grievance redress, and nomination as provided under the Digital Personal Data Protection Act, 2023. Requests may be addressed to novio's Grievance Officer at the contact details set out in Section 22.18.

• novio's data processing practices are governed by the Digital Personal Data Protection Act, 2023. novio shall: (a) process personal data only for lawful purposes and with appropriate consent; (b) implement reasonable security safeguards to protect personal data; (c) notify affected Users of significant data breaches in accordance with applicable law; and (d) not retain personal data beyond the period necessary for the stated purpose or as required by law.

• Full details of personal data handling are available in novio's Privacy Notice, which forms part of these Terms by reference.

22.18 Customer Support & Grievance Redress

• novio is the User's first point of contact for all support queries. Support is available through: (a) in-app or in-platform chat; (b) email at travel@novio.in; and (c) telephone at +91 8655900119.

• For queries relating to ticketing, refunds, Supplier coordination, and payment reconciliation, novio may route the query to OnArrival for resolution. The User remains the customer of novio for all support purposes.

• Issues relating to onboard or onsite service quality, baggage, operational disruptions, or compensation under applicable regulations must be raised directly with the Supplier. novio and OnArrival will assist on a best-efforts basis but do not control Supplier service decisions.

• In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, novio has appointed a Grievance Officer. Users may contact the Grievance Officer for complaints and grievances at: Name: Shraddha Makwana; Designation: Grievance Officer; Email: gro@novio.in, care@novio.in; Address: Credilio Financial Technologies Private Limited, 1001, Classic Pentagon, Western Express Highway, Parshiwada, Chakala, Andheri East, Mumbai, Maharashtra 400053; Telephone: +91 8655900119. All grievances shall be acknowledged within 48 (forty-eight) hours of receipt and resolved within 30 (thirty) days, unless the nature of the grievance requires additional time.

• Nothing in these Terms overrides or limits the User's statutory rights under the Consumer Protection Act, 2019. Users have the right to approach the Consumer Disputes Redressal Commission at the appropriate level (District, State, or National) for resolution of consumer disputes. novio's grievance mechanism is a supplementary internal remedy and does not replace statutory consumer rights.

• Where a User's complaint is not resolved to their satisfaction at the first level of support within the stipulated timeframe, the User may escalate the complaint to novio's Grievance Officer. Escalated complaints will be reviewed and a final response communicated within 15 (fifteen) business days of escalation.

22.19 Communications & Consent

• By creating an Account or making a Booking on 'Travel with novio', you consent to receiving electronic communications from novio, including: (a) Booking confirmations, e-tickets, and itineraries via email; (b) booking status updates and schedule change notifications via SMS, email, or in-app notification; (c) customer support communications via email, chat, or telephone; and (d) marketing and promotional communications (subject to separate marketing consent).

• Certain actions on 'Travel with novio', including payment authorisation and Account changes, may require One-Time Password (OTP) authentication. You are responsible for safeguarding OTPs received on your registered mobile number. novio shall not be liable for any transaction completed using a valid OTP authenticated through your registered mobile number.

• novio may use WhatsApp or other messaging platforms approved by the Telecom Regulatory Authority of India (TRAI) to communicate Booking confirmations, updates, and support messages. By providing your mobile number and making a Booking, you consent to receiving such communications. You may opt out of non-essential messaging communications at any time by contacting novio's support team.

• You are responsible for maintaining accurate and up-to-date contact information in your Account. novio shall not be liable for failure to deliver notifications, alerts, or communications due to inaccurate or outdated contact details provided by the User.

• novio complies with the Telecom Regulatory Authority of India (TRAI) regulations on unsolicited commercial communications. Where Users are registered on the DND (Do Not Disturb) registry, novio shall comply with applicable restrictions on commercial communications, except for transactional messages related to confirmed Bookings.

22.20 Dispute Resolution & Governing Law

• These Terms and any dispute arising under or in connection with them shall be governed by and construed in accordance with the laws of India.

• Subject to the below, the courts at Mumbai shall have exclusive jurisdiction over any dispute arising under or in connection with these Terms.

• Nothing in these Terms shall prevent a User from approaching consumer dispute redressal forums under the Consumer Protection Act, 2019.

• Prior to initiating any legal proceedings against novio in any court or tribunal, the User must: (a) raise a formal written complaint with novio's Grievance Officer as specified in Section 22.18; and (b) allow novio a minimum period of 30 (thirty) days from receipt of such written complaint to respond or resolve the dispute. This pre-litigation notice requirement shall not apply where the User seeks urgent interim relief.

• Subject to consumer forum rights and the pre-litigation notice requirement, any commercial dispute, difference, or question arising between novio and a non-consumer User under or in connection with these Terms shall, at novio's election, be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996 (as amended). The seat of arbitration shall be Mumbai. The language of arbitration shall be English.

• Any claim or dispute arising under or in connection with these Terms must be brought within 12 (twelve) months from the date on which the User first became aware of the facts giving rise to the claim. Failure to bring a claim within this limitation period shall constitute a complete waiver of such claim.

22.21 Modifications to These Terms

• novio may amend these Terms from time to time and at its sole discretion without the need to give any advance intimation whatsoever to any of the parties involved including the Users.

• Continued use of 'Travel with novio' by the Users after the effective date of any amendment constitutes acceptance of the amended Terms.

• Notwithstanding the above, where novio makes changes to these Terms that materially affect Users' rights or obligations, novio shall use commercially reasonable efforts to notify Users of such changes through in-app notification, email, or platform announcement at least 7 (seven) days prior to the effective date of such changes.

• novio shall maintain a record of previous versions of these Terms. The current version effective date shall be displayed at the top of these Terms.

22.22 Prohibited Activities

• You shall not:
  1. make fraudulent, speculative, or duplicate Bookings;
  2. abuse promotional offers, vouchers, or Rewards;
  3. attempt to circumvent, manipulate, or interfere with 'Travel with novio's technical operations or security; or
  4. use 'Travel with novio' in violation of any applicable law, including aviation, immigration, anti-money laundering, and consumer protection laws.

• Violations may result in:
  1. cancellation of affected Bookings without refund;
  2. suspension or termination of access to 'Travel with novio'; and
  3. legal action and reporting to law-enforcement authorities.

• Without limiting the above, Users are specifically prohibited from:
  1. exploiting technical glitches, system errors, or pricing errors to complete Bookings at incorrect fares;
  2. initiating unjustified chargebacks or payment reversals in respect of confirmed Bookings;
  3. creating multiple Accounts to circumvent access restrictions or accumulate disproportionate Rewards;
  4. using the Platform for commercial resale, bulk purchasing, or agency operations;
  5. scraping, harvesting, or extracting data from the Platform through automated means;
  6. manipulating cancellation policies through systematic Booking and cancellation activity;
  7. misusing no-show claims to obtain refunds to which the User is not entitled; or
  8. facilitating or assisting any third party in any of the foregoing activities.

• Upon detection of prohibited activity, novio may, without prior notice: (a) immediately suspend or permanently terminate the User's Account; (b) cancel all pending and affected Bookings without refund; (c) forfeit all accrued Rewards and credits; (d) recover from the User the value of any benefit wrongfully obtained, including through deduction from any refund due; (e) report the matter to relevant law enforcement authorities; and (f) pursue civil legal action to recover losses.

22.23 Platform Rights

• novio reserves the right to temporarily or permanently suspend all or any part of 'Travel with novio' for reasons including but not limited to scheduled maintenance, emergency technical issues, security incidents, regulatory compliance, or commercial reasons. novio shall not be liable for any loss arising from such suspension.

• novio may, at its sole discretion, discontinue, modify, or withdraw any feature, product category, or service offering within 'Travel with novio' at any time. novio shall endeavour to provide advance notice of discontinuation where operationally practicable.

• novio and OnArrival reserve the right to reject, decline, or cancel any Booking at any time and for any reason, including but not limited to: (a) suspected fraud or misuse; (b) pricing or inventory errors; (c) failure of Supplier confirmation; (d) sanctions or compliance concerns; (e) technical failures; or (f) commercial reasons. In the event of such rejection or cancellation, the User's sole remedy shall be a full refund of amounts paid.

• novio reserves the absolute right to refuse service to any User, with or without cause, where permitted by applicable law. Refusal of service shall not give rise to any claim or liability against novio, except for a refund of any amounts paid in respect of confirmed Bookings that are cancelled consequent to such refusal.

• novio reserves the right to place confirmed Bookings on hold, delay fulfilment, or request additional verification in respect of Bookings that exhibit suspicious transaction patterns. novio shall not be liable for any inconvenience or loss arising from transaction holds implemented in good faith for fraud prevention purposes.

• novio reserves the right to modify the Convenience Fee structure at any time. The applicable Convenience Fee shall be that disclosed to the User at the time of Booking confirmation.

22.24 General

• Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.

• No Waiver. No failure or delay in exercising any right under these Terms shall operate as a waiver of that right.

• Assignment. novio may assign or transfer its rights and obligations under these Terms to any affiliate or successor entity. The User may not assign these Terms without novio's prior written consent.

• Third-Party Beneficiary. OnArrival is an express third-party beneficiary of these Terms and is entitled to directly enforce all provisions stated for its benefit, as if it were a party to these Terms.

• Entire Agreement. These Terms, together with novio's Privacy Notice and any additional terms applicable to specific products, constitute the entire agreement between you and novio in respect of 'Travel with novio' and supersede all prior understandings.

• Language. These Terms are drawn up in the English language. In the event of any conflict between an English version and any translation of these Terms, the English version shall prevail.

• Electronic Execution. By using 'Travel with novio' and completing a Booking, you acknowledge that your acceptance of these Terms constitutes a valid and binding electronic signature in accordance with the Information Technology Act, 2000 and shall be legally binding to the same extent as a physical signature.

• Notices. Any formal notices to novio under these Terms shall be sent in writing to novio's registered office address or such other address as novio may notify from time to time, with a copy to the Grievance Officer at the email address specified in Section 22.18. Notices shall be deemed received within 3 (three) business days of delivery.

• Applicable Laws. These Terms are subject to and shall be interpreted in accordance with applicable Indian laws including but not limited to: (a) the Indian Contract Act, 1872; (b) the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020; (c) the Information Technology Act, 2000; (d) the Digital Personal Data Protection Act, 2023; (e) the Payment and Settlement Systems Act, 2007; (f) the Central Goods and Services Tax Act, 2017; (g) the Foreign Exchange Management Act, 1999; and (h) applicable aviation, transport, and sector-specific regulations.

Offer Terms and Conditions for SBM novio Credit Card

Welcome Offer (Applicable from 1 July 2024)

1. Eligibility

To qualify for the Welcome Offer, customers must meet the following criteria within the first 30 days of card issuance:

• Activate the Card from SBM novio Credit Card app.
• Complete at least one transaction using the SBM novio Credit Card.
• Spend a total amount of INR 1000 on the SBM novio Credit Card.

2. Welcome Offers

If the customer meets the eligibility criteria, they will receive a WhatsApp/SMS asking for consent to redeem the vouchers. Customer has to share the consent within 7 days of the receipt of the message. Membership IDs will be shared within 15 days of the receipt of customer's consent. In case consent is not received within 7 days, welcome package will not be shared. Welcome package consists of a mix of gift cards and discount vouchers. The specific brands mentioned in the welcome offer communication are indicative. Credilio reserves the right to offer an equivalent offer in case of any fulfilment issues outside Credilio's control.

3. Terms of the Offers

• The welcome offers are non-transferable and cannot be exchanged for cash.
• Consent messages and Membership IDs required to claim the welcome offers will be sent to customers via WhatsApp through Credilio's official business account or SBM novio's account.
• If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
• Credilio is not responsible for the delivery of codes if these attempts are unsuccessful due to factors beyond its control.
• Membership IDs will be blocked if the customer becomes delinquent or closes the card.

4. Terms Specific to eVouchers

• The eVouchers are subject to the terms and conditions of the respective brands issuing them.
• The validity of the eVouchers will be available on the redemption portal.

5. Communication of Offers

Credilio will strive to ensure that the welcome offers communicated to customers are accurate and consistent with the promotions advertised. These offers may also be visible in advertisements or other promotional materials.

6. Modification and Termination

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

7. General Terms

• Cardholders are not bound in any way to participate in the offer. Any such participation is voluntary and is being made available purely on a 'best effort basis'.
• The offer shall be fulfilled within 45 days of meeting the eligibility criteria of the SBM novio Credit Card.
• The mode of fulfilment will be WhatsApp/SMS, and the cardholder shall be communicated at their Registered Mobile Number.
• It will be the cardholder's responsibility to ensure that the latest and valid mobile number is updated in the records of Credilio to enable the fulfilment of the offer.

8. Customer Contact Details

For any grievances or escalations, customers can contact Credilio's customer care number at +918655900119 or email us at care@novio.in. Grievances related to offer redemption should be reported within 15 days of offer fulfilment.

Cashback Wali Diwali Offer

Applicable from 19th October to 10th November 2024

1. Cashback Eligibility

If your WhatsApp message says you're eligible for ₹2,000 cashback, you need to spend at least ₹50,000 to qualify. Spending less than that means you won't be eligible for any cashback related to this offer.

2. Eligibility for Offer

To qualify for the Cashback Wali Diwali offer, customers must complete the conditions by 10th November, 2024. This offer is valid only for customers who receive the WhatsApp offer message and it is non-transferable.

3. Communication of Offers

Credilio will strive to ensure that the offers communicated to customers are accurate and consistent with the promotions advertised.

4. Mode of Communication

Customers will receive WhatsApp messages + push notifications regarding weekly offers. Customers are requested to turn on notifications to not miss out on any communication.

5. Modifications and Changes

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

6. Support and Limitations

While Credilio will provide full support to customers for any queries regarding the credit of the cashback, it does not guarantee resolution of issues that may arise from technical problems or other unforeseen circumstances.

7. Delivery of Cashback

1. Cashback will be calculated based on eligible spends done from 19th October to 10th November, 2024 only. Any spend made before or after these days will not be considered within this offer.
2. Cashback will be credited within 90 days after transactions are validated and post full bill payment.
3. Cashback confirmation will be sent via WhatsApp through SBM Credilio's official business account.
4. If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
5. Credilio is not responsible for the delivery if these attempts are unsuccessful due to factors beyond its control.

The Cashback Express Offer

Applicable from 7th December to 31st December, 2024

1. Cashback Eligibility

If your WhatsApp message says you're eligible for ₹2,500 cashback, you need to spend at least ₹50,000 to qualify. Spending less than that means you won't be eligible for any cashback related to this offer. To qualify for The Cashback Express offer, customers must complete the conditions by 31st December, 2024. This offer is valid only for customers who receive the WhatsApp offer message and it is non-transferable.

2. Communication of Offers

Credilio will strive to ensure that the offers communicated to customers are accurate and consistent with the promotions advertised.

3. Mode of Communication

Customers will receive WhatsApp messages + push notifications regarding weekly offers. Customers are requested to turn on notifications to not miss out on any communication.

4. Modifications and Changes

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

5. Support and Limitations

While Credilio will provide full support to customers for any queries regarding the redemption of the vouchers, it does not guarantee resolution of issues that may arise from technical problems or other unforeseen circumstances.

6. Delivery of Cashback

1. Cashback will be calculated based on eligible spends done from 7th December to 31st December, 2024 only. Any spend made before or after these days will not be considered within this offer.
2. Cashback will be credited within 90 days after transactions are validated and post full bill payment.
3. Cashback confirmation will be sent via WhatsApp through SBM Credilio's official business account.
4. If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
5. Credilio is not responsible for the delivery if these attempts are unsuccessful due to factors beyond its control.

Jan Jackpot Offer

Applicable from 7th January to 31st January, 2025

1. Cashback Eligibility

If your WhatsApp message says you're eligible for ₹2,500 cashback, you need to spend at least ₹50,000 to qualify. Spending less than that means you won't be eligible for any cashback related to this offer. To qualify for The Jan Jackpot offer, customers must complete the conditions by 31st January, 2025. This offer is valid only for customers who receive the WhatsApp offer message and it is non-transferable.

2. Communication of Offers

Credilio will strive to ensure that the offers communicated to customers are accurate and consistent with the promotions advertised.

3. Mode of Communication

Customers will receive WhatsApp messages + push notifications regarding weekly offers. Customers are requested to turn on notifications to not miss out on any communication.

4. Modifications and Changes

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

5. Support and Limitations

While Credilio will provide full support to customers for any queries regarding the redemption of the vouchers, it does not guarantee resolution of issues that may arise from technical problems or other unforeseen circumstances.

6. Delivery of Cashback

1. Cashback will be calculated based on eligible spends done from 7th January to 31st January, 2025 only. Any spend made before or after these days will not be considered within this offer.
2. Cashback will be credited within 90 days after transactions are validated and post full bill payment. Vouchers will be sent 10 days after transactions are validated.
3. Cashback confirmation will be sent via WhatsApp through SBM Credilio's official business account.
4. If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
5. Credilio is not responsible for the delivery if these attempts are unsuccessful due to factors beyond its control.

Other Promotional Offers

1. Eligibility for Offer

These offers are only valid for customers who receive a customised WhatsApp offer message and offer is non-transferable. Customers are eligible for redemption of offer only after full bill payment. Customers are eligible for the ₹250 Amazon voucher only if they have received the offer message on their registered WhatsApp number & have paid their credit card bill in full by 15th March 2025. If eligible, voucher code will be shared by 25th Mar '25, post payment validation, via WhatsApp/SMS.

2. Communication of Offers

Credilio will strive to ensure that the offers communicated to customers are accurate and consistent with the promotions advertised.

3. Mode of Communication

Customers will receive WhatsApp messages + push notifications regarding weekly offers. Customers are requested to turn on notifications to not miss out on any communication.

4. Modifications and Changes

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

5. Delivery of Rewards

1. Rewards will be calculated based on eligible spends done in the defined period only. Any spend made before or after these days will not be considered within this offer.
2. Rewards will be credited within 90 days after transactions are validated and post full bill payment.
3. Rewards confirmation will be sent via WhatsApp through SBM Credilio's official business account.
4. If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
5. Credilio is not responsible for the delivery if these attempts are unsuccessful due to factors beyond its control.

Love, Ishq aur Rewards Offer

Applicable from 5th February to 28th February, 2025

1. Cashback Eligibility

If your WhatsApp message says you're eligible for ₹2,500 cashback/vouchers, you need to spend at least ₹50,000 to qualify. Spending less than that means you won't be eligible for any cashback related to this offer. To qualify for this offer, customers must complete the conditions by 28th February, 2025. This offer is valid only for customers who receive the WhatsApp offer message and it is non-transferable.

2. Communication of Offers

Credilio will strive to ensure that the offers communicated to customers are accurate and consistent with the promotions advertised.

3. Mode of Communication

Customers will receive WhatsApp messages + push notifications regarding weekly offers. Customers are requested to turn on notifications to not miss out on any communication.

4. Modifications and Changes

Credilio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.

5. Support and Limitations

While Credilio will provide full support to customers for any queries regarding the redemption of the vouchers, it does not guarantee resolution of issues that may arise from technical problems or other unforeseen circumstances.

6. Delivery of Rewards

1. Rewards will be calculated based on eligible spends done from 5th February to 28th February, 2025 only. Any spend made before or after these days will not be considered within this offer.
2. Cashback will be credited within 90 days after transactions are validated and post full bill payment.
3. Rewards confirmation will be sent via WhatsApp through SBM Credilio's official business account.
4. If delivery via WhatsApp fails, Credilio will attempt to resend the message up to two additional times, followed by an attempt through SMS.
5. Credilio is not responsible for the delivery if these attempts are unsuccessful due to factors beyond its control.

• March Mela:
  • Active upto 10x
  • Active upto 5x
  • Inactive
• April Rewards Yatra:
  • Active
  • Inactive
• Swipe May-nia:
  • Active upto 10x
  • Active upto 5x
  • Inactive

Modification of Terms

novio reserves the right to modify, alter, change, or cancel any or all of these terms and conditions at any time without prior notice. This includes replacing this offer with another offer, whether similar or not, or withdrawing it entirely. Changes may be made as needed without prior communication.