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Message Policy

OwlX Fintech Solutions Pvt Ltd is committed to providing clear, transparent, and compliant communication through all messaging channels. This Messaging Policy outlines the rules and guidelines for sending SMS, emails, push notifications, and other digital messages to ensure the security, integrity, and respect of our users, merchants, and partners.

1. Purpose

The purpose of this policy is to define the standards for how OwlX Fintech Solutions communicates with its customers, merchants, and employees, ensuring that all messaging is secure, respectful of privacy, and compliant with applicable laws and regulations.

2. Scope

This policy applies to all forms of electronic communication, including but not limited to SMS, emails, in-app notifications, and push notifications. It covers both transactional and promotional messages sent to users, merchants, and other stakeholders interacting with OwlX Fintech Solutions Pvt Ltd.

3. Types of Messages

3.1 Transactional Messages
  • Purpose: Transactional messages are sent to keep users informed about activities related to their account or services. These messages are necessary for the functionality of the platform.
  • Examples:
    • Payment confirmation and receipts.
    • One-Time Passwords (OTPs) for secure logins.
    • Notifications about account changes, such as updates to profile information or security settings.
    • Alerts about suspicious activities or security issues.
  • Opt-Out: Transactional messages are essential and cannot be opted out of as they are crucial for account security and service functionality.
3.2 Promotional Messages
  • Purpose: Promotional messages inform users about new products, services, offers, or discounts. These are sent with the user’s consent.
  • Examples:
    • Special discounts or offers for merchants and customers.
    • Announcements of new features or services.
    • Marketing campaigns and events.
  • Opt-In/Opt-Out: Customers must opt in to receive promotional messages and can easily opt out at any time by using the “unsubscribe” option provided in emails or by replying “STOP” to SMS messages.
3.3 Service Notifications
  • Purpose: Service notifications are sent to inform users about updates to the platform, such as scheduled maintenance, service interruptions, or changes to policies.
  • Examples:
    • Planned maintenance notifications.
    • Changes in terms of service or privacy policy.
    • Security updates affecting user experience.
  • Opt-Out: These messages are essential for keeping users informed about critical service-related issues, and users cannot opt out of receiving them.

4. Message Content Standards

  • Accuracy and Clarity: All messages must provide accurate and clear information. Misleading, deceptive, or confusing content is strictly prohibited.
  • Respectful Language: Messages must always be respectful and free from offensive or inappropriate language.
  • Compliance with Laws: All messages sent by OwlX Fintech Solutions comply with applicable legal and regulatory requirements, including but not limited to the Telecommunications Regulatory Authority of India (TRAI) and international anti-spam laws such as the CAN-SPAM Act for email communications.

5. Consent and Preferences

  • Opt-In Policy: OwlX Fintech will only send promotional messages to users who have explicitly opted in. Consent for promotional communication will be collected at the time of account registration or through direct user interaction with the platform.
  • Opt-Out Policy: Users can easily opt out of promotional communications by clicking on the “unsubscribe” link in emails or replying “STOP” to SMS messages. For push notifications and in-app messages, users can adjust their preferences in the app settings.
  • Preference Management: Users are provided with options to manage their communication preferences through their account settings, allowing them to choose which types of messages they want to receive.

6. Frequency of Messages

  • Transactional Messages: These will be sent as needed based on user activity. There is no fixed limit on transactional messages, as they are essential for providing the services.
  • Promotional Messages: The frequency of promotional messages will be kept reasonable to avoid spamming users. Users can expect no more than 2-3 promotional messages per week unless they have expressed interest in receiving more frequent updates.

7. Security and Privacy

  • Data Protection: All messaging is conducted in compliance with OwlX Fintech’s Privacy Policy. User data, including contact details, will not be shared with third parties without explicit consent from the user.
  • Encryption: Any sensitive information sent through messages, such as OTPs or account updates, is protected using encryption protocols to ensure privacy and security.
  • Phishing Protection: OwlX Fintech will never ask for sensitive information like passwords or personal identification numbers (PINs) via messages. Users are encouraged to report any suspicious messages to [email protected].

8. Compliance with Regulatory Standards

OwlX Fintech Solutions complies with all applicable regulations and industry standards, including:

  • TRAI Regulations: All SMS communications adhere to the guidelines set by the Telecom Regulatory Authority of India (TRAI), including compliance with the National Do Not Disturb (NDND) registry.
  • CAN-SPAM Act: For email communications, OwlX Fintech follows the CAN-SPAM Act by providing clear sender information, a valid physical address, and easy opt-out mechanisms.
  • GDPR Compliance: OwlX Fintech ensures that all communications involving users from the European Union (EU) comply with the General Data Protection Regulation (GDPR), ensuring proper consent and data protection.

9. Message Monitoring and Accountability

  • Monitoring: All outgoing messages are logged and monitored to ensure compliance with this policy and applicable regulations.
  • Feedback Mechanism: Users can report any issues related to messaging practices or suspected spam by contacting our support team via [email protected] or by calling +91 96069 49055. Complaints will be addressed promptly, and corrective actions will be taken as necessary.

10. Policy Review and Updates

This Messaging Policy will be reviewed periodically (at least annually) to ensure compliance with regulatory changes and industry best practices. Any updates to the policy will be communicated to users in advance.

By adhering to this Messaging Policy, OwlX Fintech Solutions Pvt Ltd ensures responsible, respectful, and secure communication with all customers, merchants, and partners, promoting transparency, trust, and satisfaction across all interactions.