Pluxee Terms & Conditions

Pluxee India Pvt Ltd was formerly Sodexo SVC India Pvt Ltd which is the licensed PPI entity by RBI.

CONSUMER’S GUIDE FOR PLUXEE CARD

These Terms & Conditions apply to and regulate the issuance and usage of Meal and Benefits provided by Pluxee India Private Limited (Formerly known as Sodexo SVC India Private Limited) (hereinafter referred as ‘Pluxee’). These Terms & Conditions (the “Terms and Conditions”) shall be in addition to and not in derogation to any other terms as stipulated by Pluxee from time to time.

1. DEFINITIONS 

1.1 ‘Benefits’ is a package of employee Benefits services offered by Pluxee to the employees/ business associate of the Client operated on Scheme Network that includes Reward, Fuel, Telecommunication and Data, Office wear, Driver Salary and various other Benefits. 

1.2 ‘Celebrations’ & ‘Rewards’ are Scheme enabled electronic pre-paid instruments issued by Pluxee to the Client and also includes virtual and Exclusive (for Celebrations only) variants. 

1.3. ‘Consumer(s)’ shall mean an employee/ business associate of the Client who will be issued a valid Meal/ Benefits by Pluxee. 

1.4. 'Card' or 'Pluxee Card' refers to prepaid instruments, with or without EMV chip, that entitle the consumer to use all solutions/ variants or benefits offered by Pluxee from time to time. 

1.5  ‘Dining’ is an electronic pre-paid instrument issued to the Client by Pluxee that may be used for purchasing food and beverages and also includes virtual and Exclusive variants. ‘Client’ shall mean an organization which instructs ‘Pluxee’ to issue Meal/ Benefitfor the exclusive use of its employees/business associates etc. 

1.6 'Hybrid Card’ is a single card that is combination of 2 Cards, one is tagged to Meal and the other is tagged to Benefits issued by Pluxee whereby the Meal may be used through the Magnetic Stripe option at Pluxee’s Merchant Network and the Benefits may be used through the EMV chip option for other Benefits operated on a Scheme Based network 

1.7 ‘Merchant’ shall mean Pluxee’s Merchant or any participating outlet accepting Scheme Cards 

1.8 ‘Meal’ is meal benefits service offered by Pluxee that will be used for purchasing food and non-alcoholic beverages from Pluxee’s Merchant Network and includes Resto and Cafeteria. 

1.9 ‘Mobile App’ is a software application which allows a consumer to view and manage their cards/wallets using their mobile device. 

1.10 ‘Pre-Paid Payment Instruments’ shall include all the employee Benefits services provided by the Company pursuant to the authorisation certificate issued by Reserve Bank of India under Payment and Settlement Systems Act, 2007 and its rules, regulations and directions issued from time to time. 

1.11 ‘Pluxee’ or the ‘Issuer’ shall mean ‘Pluxee India Private Limited (Formerly known as Sodexo SVC India Private Limited)’ having its registered office at 503/ 504, B Wing, Hiranandani Fulcrum, Sahar Road, Andheri (East), Mumbai – 400 099 and its representatives, successors and assigns. 

1.12 ‘Pluxee’s Merchant' shall mean any person or entity that has an agreement with Pluxee to accept Meal against purchase of food and non-alcoholic beverages (excluding tobacco). 

1.13 ‘PIN' shall mean the identification number which will be required by the Consumer to authenticate a transaction and avail other services from time to time. 

1.14 ‘Scheme’ is the registered Payment Network operated by Rupay, Visa, Mastercard and others. 

1.15 ‘Tap & Pay’ – Tap and pay as a solution is selectively offered by Pluxee within a few Cafeteria premises. It is a mode of payment that allows the consumer to tap a Pluxee card having a Near-Field Communication (NFC) sticker against card reader provided to the Merchant by Pluxee to accept payment, instead of inserting/ swiping the card. No PIN or sign on receipt is required. 

1.16 ‘Terminal’ means devices deployed by Pluxee/ Pluxee’s partner Bank at the Premises of the MERCHANT for generating a Chargeslip, such as EDC machine and include Mobile POS and equipment(s) for manual generation of physical/ digital Charge slip. 

1.17 ‘Valid Card’ shall mean Card issued by Pluxee; not expired or mutilated or altered and conforms to Issuers guidelines or instructions issued from time to time. 

1.18 ‘Wallet(s)’ also can be termed as virtual card, is a pre-paid account for the services availed in which the money can be stored and used for any future transaction. 

CARD DELIVERY, ACTIVATION AND VALIDITY 

The Card delivered by Pluxee and accepted at the Client’s Premises or any other delivery address as may be specified by the Client shall be treated as valid delivery of the Card by Pluxee. Once the Card is delivered as per the agreed terms, Pluxee will not be liable if the Card is destroyed, damaged, lost, stolen regardless of whether it has been used or not. Pluxee shall not be liable for the failure of the Client or Consumer to use Card in accordance with the terms of the agreement, for any reason whatsoever. 

The Client who have agreed to subscribe Card through virtual medium, no physical card/ instrument will be issued and the recipient will need to use the virtual card/ instrument only. Card will be delivered to the Client or the Consumer in an inactive mode. Your Card must be activated before you can use it. You can activate your card online or via SMS.(Please refer to the FAQ section for more information on card activation) Once your Card is activated, it may be used until the “Validity” date printed on the Card. On that date, unless prohibited by applicable law, the Card and any available balance will expire, and you can no longer use the Card or access the available balance. 

The Cards issued are non-transferrable and should not be assigned or transferred in any way by the Consumer to any third party. Any Card assigned, sold or otherwise transferred in violation of this provision may be invalidated or cancelled. Unless prohibited by law, the Card once activated, may be used to make purchases until the ‘Validity” period printed on the Card has expired or the value becoming zero. Pluxee at its absolute discretion may terminate the Card. -

Once order is invoiced, the amount belongs to the Consumer and will be governed as per the terms and conditions agreed between Pluxee and the Consumer. 

CARD USAGE

The facility of balance transfer from one Card to another, cash withdrawal facility and the facility to make offline / MOTO transactions shall not be available on the Card. No interest shall be payable by Pluxee on the amount available/loaded on the Card. The Merchant will obtain authorization for the amount of your transaction. A transaction will not be authorized if it exceeds the available balance. In the event that such a transaction is authorized, due to systems malfunction or any other reason, you are liable for and agree to pay immediately the difference between the available balance and the transaction amount. However, in case if you do not have sufficient balance under one benefit then, the system will utilize your account balance followed with utilization of reimbursement account. This feature will not be available for Meal (Please refer to the FAQ section for more information) 

We may refuse to authorize a Card transaction if:

(a) the Card is reported lost or stolen; 

(b) we are uncertain whether the transaction is authorized by you; 

(c) the card has expired; 

(d) the available balance is insufficient; 

(e) the transaction PIN entered is incorrect; or 

(f) the transaction parameters do not meet the parameters defined by the Client 

We may temporarily “block” the Card and attempt to contact you if we note that your transactions are unusual or appear suspicious. You are responsible for safeguarding the Card and do not have the right to stop payment on any transaction originated by use of your Card. The Card will at all points of time remain the property of Pluxee and the Consumer needs to return the card to Pluxee whenever requested. In case the Consumer is in receipt of a lost or misplaced card, the same should be handed over to Pluxee immediately.

Once the transaction is initiated and authorized, no stop payment request may be raised on any transaction originated by use of your Card.

The Cardholder is responsible for safeguarding the Card. In case the Consumer is in receipt of lost or misplaced card, the same will be handed over to Pluxee.

Pluxee disclaims all representations and warranties with respect to the products and services provided under the Contract to Consumers including but not limited to any possible impact of such products and services on the Consumer, tax regime as well as the availability, the delivery and quality of the products and services purchased by the Consumer.

5.CARD SPEICIFIC TERMS

MEAL

(i) The Meal wallet linked to Pluxee card, issued by Pluxee shall be accepted only at the restricted Pluxee’s Merchant network against purchase of food and non-alcoholic beverages 

(ii) The Consumers who have availed Meal will receive Pluxee Hybrid Card that can be used through the Mag Stripe option by swiping the card at terminal or through its e-wallet on their mobile app. 

(iii) The Consumer can use the Meal wallet at Pluxee’s Merchant network available on the Pluxee Merchant Web Directory posted on the Pluxee website 'www.pluxee.in' or through Mobile App/ SMS based service. The list of Pluxee’s Merchants may get revised from time to time and it is the Consumer's responsibility to check whether the Merchant accepts Meal benefits. 

(iv)The Client may choose to restrict the acceptance of card on the selected Pluxee Merchant as per the instructions provided by them from time to time. 

BENEFITS 

(i) Benefits is a package of employee Benefits services offered by Pluxee to the employees/ business associate of the Client that includes Reward, Fuel , Telecommunication and Data, Office Wear , and various other Benefits. 

(ii) The respective wallets linked to Pluxee Card will be loaded as per the instructions received from the Client from time to time. There are two options available for loading the Benefits viz; 

(a) Allowance : The respective wallet(s) will be loaded in advance as per the instructions received from the Client. The amount loaded in this wallet will be used only at the restricted Merchant network of the Scheme filtered basis the services availed by the Client from Pluxee. 

(b) Reimbursement – In this model, the Consumer will seek the reimbursement for the expenses incurred by uploading the copy of original bills through their mobile app. The bills will be verified and if legible, the amount will be credited when the client authorizes the claims and places a load order towards reimbursement. This money will be loaded on to the reimbursement wallet of the Consumer that may be used at the entire Merchant network of Scheme. 

(iii) The Consumers who have availed Benefits will receive Pluxee Card that can be used through the EMV Chip based option by dipping at the Terminal or through its e-wallet on their mobile app. 

(iv) Benefits can be used through Pluxee Card at the restricted network of Scheme Operator as per the services availed and instructions received from the Client.

INCENTIVES & RECOGNITION 

(i) There are different variants of Incentives & Recognition viz; 

a) ‘Celebrations’ will be issued either in physical or virtual medium, that is non-reloadable PIN-based instrument issued with validity of 1 (one) year and with maximum balance of INR 10,000/- or such other amount as may be prescribed by the Regulatory Authority (RBI) from time to time. 

b) ‘Exclusive’ means a non-personalized that is non-reloadable PIN-based instrument issued with validity of 1 (one) year and with maximum balance of INR 10,000/- or such other amount as may be prescribed by the Regulatory Authority (RBI) from time to time. 

c) ‘Dining’ is an electronic pre-paid instrument issued to the Client by Pluxee that may be used for purchasing food and beverages and includes ‘Dining’ and ‘Dining Exclusive’. 

d) ‘Rewards’ will be issued either in physical or virtual medium, that is reloadable PIN based instrument issued with validity of 3 (three) years and can have maximum balance of INR 2,00,000/- or such other amount subject to terms as may be prescribed by the Regulatory Authority (RBI) from time to time. 

(ii) In case of Celebrations, Dining and respective Exclusive variants, it is the obligation of the Client to ensure that not more than ten number of pre-paid instruments be issued to a single Consumer or as may be informed by Pluxee from time to time. 

(iii)Celebrations, Dining and Rewards can be activated only by the Consumer, but the activation process as defined by Pluxee may vary subject to availability of the feature at the time of placing order. However, Exclusive and Dining Exclusive can be activated only by the Client. 

(iv)Incentives & Recognition is accepted at all electronic Point-of-Sale Terminals or through Online Merchant website in India which have been enabled for Card Scheme acceptance. However, the Virtual Card/ instrument can be used to make purchases only through online Merchant websites enabled to accept Card Scheme.

APPLICABLE CHARGES

In consultation with our corporate clients, the following are standard charges applicable for cardholders unless agreed otherwise: 

Consumer Fees Instance Applicable For Fee (INR/ %)
Card Replacement Fees Per card Benefits, Celebrations (Physical & Virtual), Rewards (Physical & Virtual)  ₹150
Card Revalidation Fees Per card Benefits & Rewards ₹200
Inactivity* Fees Per month Benefits (90/180 days of inactivity), Celebrations & Rewards (270 days of inactivity) ₹20
Insufficient Fund Fee per transaction declined due to insufficient BOC Benefits, Celebrations & Rewards ₹2
Bank Transfer fee Per transaction from reimbursement wallet to consumer bank account Benefits (consumers with active reimbursement wallet and as contractually agreed with client) 2.5%

 

FUEL SURCHARGE 

(a) Fuel Surcharge levied, if any, on transactions at Fuel Stations is at the sole discretion of the Fuel station and the Bank whose terminal is used at the fuel station. Pluxee does not levy any surcharge to the cardholder. 

(b) If the bank levies surcharge on the fuel transaction, the same is debited from Cardholders balance. Pluxee accepts no responsibility for the surcharge debits to the balance available on the Card. 

MOBILE APP 

Pluxee will not generate any card statements (Physical/ PDF) to be sent across to the Consumer, but all registered Consumer can use the Mobile App to check their account balance, initiate payment, view transaction history, locate Pluxee’s Merchants, change PIN, raise reimbursement claims etc . SMS or e-mail alerts will be sent to the mobile number/ e-mail ID of registered Consumers. 

NOTIFICATION OF ERROR 

In case of any query or support required the Consumer can write to Pluxee on: consumer@india.Pluxee.com or call: 022-69196919/022-49196919 or visit: www.pluxee.in. In case of an erroneous transaction the Consumer must report the event within 3 days of transaction to Pluxee, failing which Consumer would be liable. We will immediately do a thorough investigation and revert with the findings, and our findings shall be final and conclusive. If Pluxee does not receive any information to the contrary within 3 days, it shall assume that the statement and the transactions are correct. 

SAFE KEEP OF THE CARD 

This Card is valid only in India. Keep your Card number and PIN in a safe place. Keep the PIN separate from your Card and do not give or otherwise make available to others your Card or PIN. You should sign on the reverse of the Card immediately upon receipt. Pluxee will NOT entertain any fraud or ZERO LIABILITY claims for Cards. 

SECURITY OF INACTIVE CARDS 

As a security measure. Pluxee will put balance on hold, for Inactive Pluxee Cards with no debit or credit transaction in 12 months. Cardholders can reach out to Pluxee within 36 months from the date of card expiry and such balances will be transferred back to cardholder account post verification of user details. Card Holders who do not activate their Pluxee Cards within 6 months from the date of Card issuance may need to contact customer support for additional verification. 

LOST OR STOLEN CARDS / CARD BLOCKING AND REPLACEMENT 

In case the Card is misplaced/ stolen, the Consumer can block the Card through Pluxee Web Portal or Mobile App or by calling on the help line number. The lost Card will be blocked and the available amount less charges and taxes would be issued to the Consumer through a new Card. Pluxee is not responsible for any loss before the Hybrid Card is blocked. 

CARD CANCELLATION/ CLOSURE AND REFUND 

The Card issued to you shall remain the property of Pluxee and shall be surrendered to Pluxee, on request. Once issued, a card can only be cancelled/closed on request by the Client Organisation. Any money remaining on the Card will be transferred back to the source account that it was loaded basis the Card Holder’s consent having been obtained. If a Client requests Pluxee to cancel/close an active card the same will be communicated to you. Once a card is cancelled/closed the Cardholder must destroy the card or return it to Pluxee. 

LIMITATIONS ON OUR LIABILITY 

11.1. The Merchant shall solely be responsible for the quality of product or services sold by the Merchant to the Consumer. It is distinctly understood that Pluxee bears no responsibility for the products and services sold by the Merchant. 

11.2. Pluxee is not responsible or liable for any special, indirect, incidental, consequential, punitive or exemplary damages, including, but not limited to, lost profits in connection with this arrangement. 

MODIFICATION, CANCELLATION AND WAIVER 

Except where prohibited by applicable law, we may cancel or modify any terms, conditions, or services related to use of Card with or without notice to you. We may delay or waive any right at any time but such delay or waiver shall not affect exercise of those rights in the future. You may visit https://www.Pluxee.in/terms-and-conditions the updated set of Terms and Conditions.

ADDRESS CHANGE 

The Customer is advised to submit to Pluxee any updates to their document submitted for KYC, within 30 days of the update to these documents for the purpose of keeping the KYC documents up to date on Pluxee's side in order to comply with the PMLA Rules.

COMPLIANCE WITH LAW 

The Card is governed by the Reserve Bank of India (“RBI”) under Payment and Settlement Systems Act, 2007 and its regulations and is subject to directions/instructions issued by the regulator from time to time. Pluxee is not responsible or liable for any violation of applicable laws by the Consumer. All transactions done by using Card are subject to applicable Indian laws. The Consumer shall not use the Card for any unlawful activity. By using this Card, the Consumer(s) hereby declares that his/ her name does not, at any time, appear in the consolidated list of Terrorist Individuals Organizations as circulated by the RBI from time to time. 

DATA PROTECTION AND PRIVACY 

During any Client Care service call, we may request for information such as your phone number and /or email, date of birth, and postal code that you have provided to Pluxee at the time of registration. We may also obtain personal information about you, including information 

(I) provided to us by the Client, such as your name and/or your address 

(ii) provided by you at the time of activation/ KYC submission or during Client service calls 

(iii) about purchases made with the Card, such as the date, the amount and the place of purchase. For purposes of fraud prevention and regulatory compliance, we may also obtain information from providers of identity verification and demographic information data. We will use this information to process Card transactions, provide Client service, enhance usage at Merchants, process claims for lost or stolen Cards and help protect against fraud. We may also use such Information for marketing purposes and to conduct research and analysis. We may provide certain Information to others outside of Pluxee as permitted by any law, such as to government entities or other third parties as for the purpose as stated herein. We may develop marketing programs and send you offers for products and services. We do not share Consumer Information including Consumer addresses and mobile numbers with other companies for them to market their own products and services. We may also be required to disclose information to the RBI or such other authority as may be required by the RBI or under any other applicable law, relating to you and/or to the transactions using the Card. You agree and provide your consent to share the above information including but not limited transaction history, card balance amount, usage pattern etc to your Employer/ our Client who has placed the order for your Card with Pluxee. 

TELEPHONE MONITORING/RECORDING 

From time to time we may monitor and /or record telephone calls between you and Client Care Executive to assure the quality of our Client service or as required by applicable law. 

CARD MERCHANT USAGE 

The Consumer can use the Meal/ Benefits either through the Hybrid Card or through its e-wallet on their mobile app in the following manner: 

a) MEAL: The Consumer can use Meal at Pluxee’s Merchant network available on the Pluxee Merchant Web Directory posted on the Pluxee website ‘pluxee.in’ or through Mobile App/ SMS based service. The list of Pluxee’s Merchants may get revised from time to time and it is the Consumer’s responsibility to check whether the Merchant accepts Meal. 

b) BENEFITS: The Benefits can be used at restricted network of scheme based operator as per the services availed and instructions received from the Client. 

You may also use your card at various online Merchant that have an arrangement with Pluxee. While onboarding and enrolling yourself with the online Merchant, you may share various personal information on their respective website, the same will be subject to their Privacy Policy as listed on their respective website. Pluxee is not responsible or can be held responsible for any information shared by you with the online Merchant at the time of registration or placing the order. 

NO WARRANTIE 

We are not responsible or liable to you: 

(a) for any loss or misuse of the Card, 

(b) for any interruption of Card service, 

(c) for the quality, safety, legality, or any other aspect of the food and non-alcoholic beverages purchased from any Merchant with the Card. 

If a Merchant fails to honour the Card or provide special offers given to other Bank Consumers, please notify Client Care Services at 022-69196919 / 022- 49196919 or write to us at Consumer@india.Pluxee.com to report the incident immediately. If you have a complaint with any purchase made with the Card, or a dispute with a Merchant, you must try and directly resolve the same with the Merchant involved to the best of your ability. However, the Consumer should notifyPluxee of this complaint immediately. We will do a thorough investigation and revert with the findings and our findings shall be final and conclusive. 

APPLICABLE LAW AND JURISDICTION 

These Terms and Conditions and the Card, and all questions about their legality, enforceability and interpretation, are governed by Indian laws and shall be subject to the sole and exclusive jurisdiction of Mumbai courts only.

YOUR AGREEMENT TO BE BOUND BY THESE TERMS AND CONDITIONS 

By obtaining the Card or by signing the back of the Card or by using the Card, you agree to be bound by these Terms and Conditions in their entirety and agree to comply with applicable law at all times. The Card must be signed before use. The primary responsibility to ensure compliance with these Terms & Conditions shall lie with the Consumer of the Card. 

CARDHOLDER LIABILITY 

Cardholder liability arising out of an unauthorised payment transaction will be limited to:

Serial No: Particulars Maximum Consumer Liability
1 Contributory fraud / negligence / deficiency on the part of the Pluxee, irrespective of whether or not the transaction is reported by the Cardholder Zero
2 Third party breach where the deficiency lies neither with Pluxee nor with the Cardholder but lies elsewhere in the system, and the Cardholder notifies Pluxee regarding the unauthorised payment transaction. The per transaction Client liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the Cardholder from Pluxee and the reporting of unauthorised transaction by the Cardholder to Pluxee  
  a.Within three days# Zero
  b.Beyond three days# Transaction value or ₹10,000/- per transaction, whichever is lower
3 In cases where the loss is due to negligence by the Cardholder, such as where he / she has shared the payment credentials, the Cardholder will bear the entire loss until he / she reports the unauthorised transaction to Pluxee. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Pluxee.  
4 Pluxee may also, at their discretion, decide to waive off any Cardholder liability in case of unauthorised electronic payment transactions even in cases of Cardholder negligence.  

 

Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems  

Sl. no. Description of the incident Framework for auto-reversal and compensation Compensation payable 
    Timeline for auto-reversal  
a Card to card transfer
  Card account debited but the beneficiary card account not credited. Transaction to be reversed (R) latest within T + 1 day, if credit is not effected to the beneficiary account  ₹ 100/- per day of delay beyond T + 1 day.
b Point of Sale (PoS) (Card Present) including Cash at PoS
  Account debited but confirmation not received at merchant location i.e. charge-slip not generated Auto-reversal within T + 5 days. ₹ 100/- per day of delay beyond T + 5 days.
c Card Not Present (CNP) (e-commerce)
  Account debited but confirmation not received at merchant’s system  Auto-reversal within T + 5 days. ₹ 100/- per day of delay beyond T + 5 days.