Consumer Charter

Adopted pursuant to IFSCA Circular No. F. No. IFSCA-LPRA/4/2025-Legal and Regulatory Affairs dated May 08, 2026 and in alignment with the IFSCA Consumer Charter published at ifsca.gov.in

1. Vision

   To be a trusted, transparent and responsible financial services entity in the IFSC ecosystem, committed to delivering fair, efficient and secure services that safeguards financial consumers’ interests while upholding the highest standards of consumer protection and regulatory compliance.

2. Mission

   • To act with integrity, accountability and in the best interests of our clients at all times.
   • To ensure fair and equitable treatment to all financial consumers we serve.
   • To conduct responsible business in accordance with applicable IFSCA regulations, circulars and guidelines.
   • To promote transparency through accurate and timely disclosures & awareness of financial products, and services.
   • To foster financial awareness so that customers can make informed decisions towards loans availed
   • To maintain confidentiality of client personal data and KYC information in accordance with applicable laws.
   • To benchmark financial consumer related procedures to global standards valuing consumer’s time and cost.
   • To facilitate timely and effective grievance redressal for all clients.

3. Rights of Customers

   As a customer of Avanse Global Financial IFSC Private Limited, you are entitled to
   • Fair and equitable treatment.
   • Quality of services that meet global benchmarks.
   • Transparent, accurate and timely information about products services, including information about associated risks, costs, terms & conditions.
   • Receipt of all transaction documents within the timelines specified in the regulations, circulars and guidelines notified by IFSCA.
   • Freedom of choice of products and right to exit a product/ service under fair and transparent terms.
   • Prompt response in respect of any queries relating to the products or services offered by us.
   • Timely Settlement along with details of various charges associated with the transaction, if any, deducted by us
   • Convenient and Secure Online Digital services including onboarding and transaction facilities.
   • Fair, transparent and timely redressal of grievances.
   • Right to seek information about potential conflicts of interests, if any, relating to the services offered by us.

4. Responsibilities of Customers

   We request customers to
   • Transact or engage with IFSCA regulated entities only. Check IFSCA Directory available on the website for verifying the registration.
   • Deal in financial products & services responsibly and avoid speculative or risky financial decisions without understanding the associated risks.
   • Be vigilant of financial scams including those circulated on social media platforms.
   • Familiarise themselves with our Grievance Redressal Mechanism.
   • Provide necessary complete, accurate and factual KYC information and documents as required under applicable laws.

5. Do’s for Customers

   We request customers to
   • Read all relevant documents carefully, including rights and associated risks, before signing.
   • Always maintain updated contact details and KYC information with us.
   • Preserve all transaction records, contract notes and communications received from us.
   • Use established and secure digital channels for transactions and fund transfers.
   • Regularly monitoring of your Statement of account.
   • Check IFSCA’s website ifsca.gov.in regularly for regulatory developments.
   • Report any suspicious activity immediately to us and to IFSCA.

6. Don’ts for Customers

   We request customers to
   • Do not share passwords, OTPs, account numbers or sensitive information with anyone — including persons claiming to represent us.
   • Do not make cash payment while dealing in any financial product and services in the IFSC.
   • Do not sign blank forms or rely on verbal promises from agents/ services providers.
   • Do not fall for schemes or apps or platforms promising unrealistic or guaranteed returns.
   • Do not fall for misleading advertisements which may be false, exaggerated, misleading, deceptive or based on assumptions.
   • Do not provide consent for usage of personal data or information for any unauthorized activity.
   • Do not deal with unauthorised persons or unregistered entities.

7. Grievance Redressal

   If you have any complaint or grievance with regard to our services, please reach out to us through our Grievance Redressal Mechanism https://www.avanseglobal.com/grievance-redressal-mechanism