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Welcome to IME Pay!

By installing and registering in IME Pay mobile app, you (“Customer”) agree to be legally bound by these Terms and Conditions (“Terms”), which govern your use of the services provided by IME Khalti Limited, a company incorporated under the laws of Nepal and licensed by NRB to operate as PSP, having its registered office Panipokhari-03, Kathmandu (hereinafter referred to as “IME Pay”).

By using our Services, you agree to the collection and use of your information in accordance with these Terms.

1. Definitions

  • IME Pay: The brand operated by IME Khalti Limited providing digital wallet and associated services.
  • Customer: A user who registers with IME Pay and holds an active wallet account.
  • Wallet: The digital account created and maintained in the name of a Customer.
  • Merchant: Authorized businesses that accept payments via IME Pay.
  • Authorized Representative: Authorized outlets providing wallet services on behalf of IME Pay.
  • PIN / Password: A 4-digit code or password set by the Customer to secure their account.
  • NRB: Nepal Rastra Bank, the regulatory authority governing digital payment systems in Nepal.

2. Account Registration and Security

  1. Customers must provide accurate and complete KYC information in accordance with NRB & AML/CFT guidelines.
  2. A customer should operate only one wallet linked to their KYC details. Use of false or third-party KYC details is prohibited and subject to account suspension.
  3. Customers are solely responsible for maintaining the confidentiality of their Wallet credentials (PIN/password). Any unauthorized transactions due to credential compromise shall be the Customer's liability.
  4. IME Pay must be notified immediately upon any suspicion of fraud or credential breach. Customers should provide verbal reports with a written request within 24 hours.

3. Use of Wallet Services

  1. Services are available 24/7 except during scheduled maintenance, with prior notice via the app or official channels.
  2. Transactions are subject to wallet balance and NRB imposed limits. Insufficient balance may result in transaction failure.
  3. IME Pay may reverse erroneous transactions or hold suspicious funds while investigating complaints.

4. Customer Responsibilities

  1. The Customer shall not operate multiple wallets using the same or fake credentials.
  2. Customers must ensure device safety and should not use more than one wallet account per device within a 30-day period.
  3. Misuse or violation of these terms may result in suspension, blocking, or reporting to regulatory bodies.

5. Disclosure and Privacy

  1. Customers authorize IME Pay to disclose relevant information to:
    • Regulatory bodies, NRB, and authorized government authorities.
    • Affiliates, service providers, and legal advisors.
  2. Personal information shall be handled per IME Pay's Privacy Policy (…………………………) and shall not be disclosed to third parties without consent unless required by law.

6. Charges and Fees

Commission and/or service charges shall be levied by IME Pay as applicable. Wallet accounts shall be subject to all relevant charges in accordance with IME Pay's prevailing schedule of charges, which may be revised from time to time at the sole discretion of IME Pay.

IME Pay reserves the right to recover any charges, expenses, service fees, commissions, mark-ups, penalties, or withholding taxes imposed by government authorities or regulatory bodies with or without prior notice to the Customer.

Charges and commissions associated with each type of transaction will be clearly displayed in the IME Pay app at the time of initiating the transaction, or can be accessed via the official IME Pay website under the Section IME Pay Service Charge.

7. PPI Bill Fetch

By using the Payment Prediction Intelligence (PPI) feature, IME Pay can access, retrieve, collect, and process billing, invoice, payment obligation, and related information from participating billers and service providers linked to your account.

IME Pay may use such information, together with the Customer's historical transaction and payment data, to identify, estimate, and notify the Customer of upcoming payment obligations, generate bill reminders, provide due-date alerts, recommend scheduled payments, and offer other payment management services. The Customer acknowledges and agrees that IME Pay may periodically fetch and update bill information from participating billers for these purposes.

The Customer further acknowledges that any reminders, alerts, predictions, or payment recommendations generated through PPI are provided for convenience only and do not constitute a confirmation, guarantee, or warranty regarding the accuracy, completeness, amount, or due date of any bill or payment obligation. The Customer remains solely responsible for verifying and making timely payments to the relevant biller or service provider.

8. Transaction Issues and Disputes

  1. Complaints related to failed or disputed transactions must be reported to Customer Support via app, email, or helpline.
  2. Refunds shall be processed within 24 hours when applicable, except in cases involving third parties or government bodies.
  3. Disputes with Merchants regarding goods or services must be settled between the Customer and the Merchant. IME Pay shall assist, but is not responsible for product/service-related claims.

9. Risk Management and Indemnification

  1. As part of its risk management practices, IME Pay shall periodically monitor customer transactions. IME Pay reserves the right, at its sole discretion, to:
    • Terminate wallet membership;
    • Temporarily or permanently hold, block, or restrict access to the wallet;
    • Withdraw any privileges or services attached to the wallet;
    • Request the Customer to surrender the wallet;
    • Report suspicious activity to authorities without prior notice.
  2. IME Pay shall provide customer information to investigative authorities or law enforcement agencies upon a lawful request, in compliance with applicable laws and regulations.
  3. IME Pay shall not be liable for any inconvenience, loss, or damage arising from such preventive or investigative actions taken in good faith.
  4. IME Pay shall not be liable for any transactions conducted through jailbroken or rooted mobile devices, as such devices are prone to security vulnerabilities, including malware, unauthorized access, and data breaches, which may result in fraud or unauthorized activity.

10. Wallet Discontinuation

Wallets in IME Pay that remain inactive for a longer specified period shall be classified as inactive, which may result in the wallet being blocked or locked at IME Pay's discretion. The account can only be reactivated after the customer contacts IME Pay's head office and completes the re-verification of their KYC.

Definitions and Interpretations

  • ATM: refers to Automatic Teller Machine.
  • POS: refers to the Electronic Point of Sale Terminals used to process card transactions.
  • Card: refers to the Visa or any other cards issued by IME Khalti Limited to the cardholder.
  • Prepaid Card: refers to a payment card which is linked to IME Pay Wallet.
  • Virtual Card: refers to a digital payment card that exists only online, offering a temporary or reusable card number for secure online transactions.
  • Cardholder: refers to the person to whom the Card is issued.
  • PIN: refers to the Personal Identification Number being used for doing card transaction.
  • Account & Accountholder: refers to the bank account and respective authorized operator of the wallet maintained with IME Khalti Limited.
  • Visa: refers to the card brand issued and acquired by IME Khalti Limited pursuant to agreement with Visa Worldwide Pte Ltd., Singapore.
  • Merchant: refers to the outlets which accepts card as mode of payment for the sales of goods and services.
  • NFC: refers to contactless technology that enables users to make payments by simply tapping their card near an NFC-enabled payment terminal within the limits prescribed by NRB.
  • 3D Secure: refers to authentication protocol used by online merchants to add an extra layer of security during online card transactions as per NRB Regulations.

Terms

  1. IME Khalti Limited's card may be used for various transactions, including purchases, cash withdrawals, bill payments, e-commerce transactions and contactless payments.
  2. Facilities of Cash Withdrawal through ATM and purchase of goods/services through Point of Sales (hereinafter referred to as "POS") at the Merchant locations accepting the IME Khalti Limited's Prepaid Card (hereinafter referred to as "Card.") are available through the use of the Card for the person(s) to whom the IME Khalti Limited has issued the Card (Hereinafter referred to as "Cardholder"). IME Pay may from time to time change/amend/add facilities in the Card with or without giving prior notice to the cardholder.
  3. IME Pay Prepaid/Virtual Card (Card) is the property of the IME Khalti Limited at all times.
  4. The Card is non-transferable.
  5. If the information submitted by Cardholder is found to be false and/or the Card has been misused, IME Pay reserves the right to seize/cancel the Card issued to any Cardholder.
  6. IME Pay shall debit the Account(s), designated by the Cardholder for all transactions initiated including cash withdrawals by using the Card. For this purpose, the Cardholder irrevocably authorizes IME Pay to debit his/her Nominated Account(s) with the amount of transaction(s) effected through the use of the Card.
  7. IME Pay shall debit the Nominated Account(s) for all fees and charges associated with the Card and the services provided, as determined by IME Pay. Details of fees and charges that will be levied can be accessed via the official IME Pay website under the section IME Pay Service Charge.

  8. Card-related transactions shall be subject to the transaction limits prescribed from time to time as detailed below.

    Transaction Type Per Transaction Daily Transaction Monthly Transaction
    ECOM & POS 200,000 500,000 10,00,000
    ATM 5,000 25,000 25,000
    Contactless Payment 5,000 5,000 50,000

    IME Pay reserves the right to review and revise the transaction limits for Card-related transactions at any time in accordance with business and regulatory requirements.

  9. Wrong input of PIN for three continuous attempts while making transactions at ATM or POS will block the PIN automatically. In such case customer cannot perform additional transaction where PIN is required and the Cardholder should use their IME Pay application to re-activate the card for further use by unlocking the card and changing the PIN.

  10. In the case of transaction from the ATM, the Cardholder should take in his/her possession all the money for which s/he has used the Card as soon as the money is dispensed by the ATM. If the money is not taken by the Cardholder within 30 seconds of the money dispensed, the cardholder's account will be debited but the money will be retained by the ATM where the amount will only be refunded if there is extra cash found upon respective bank ATM reconciliation.
  11. IME Pay reserves the right to terminate membership, withdraw the privileges attached to the Card or not renew the expired Card at any time and to call upon the Cardholder to surrender the Card.
  12. Use of the Card after notice of withdrawal of the privileges of the termination of the membership is fraudulent and may be subject to legal action by IME Pay in accordance with the prevailing law.
  13. Upon termination of membership or withdrawal of privileges of the Card for any reason whatsoever, the card shall be returned to IME Pay within 7 days from the date of receipt of notice. The Cardholder shall be liable for payment of the bills arising out of use of the Card till the Card is not surrendered to IME Pay.
  14. The card shall be offered on a subscription basis with a quarterly subscription cycle. Cardholders may unsubscribe from the card at any time through the Card section of the IME Pay app or by submitting an unsubscribe request via email to card@khalti.com.
  15. The Card and Personal Identification Number (PIN) setup by the Cardholder is entirely at the cardholder's risk and responsibility. The Cardholder shall not disclose the PIN or permit possession of the Card to any other person. The Cardholder undertakes full responsibility for any and all transactions made by the use of the Card whether or not made with his/her knowledge or authority.
  16. The Cardholder must immediately inform IME Pay if the Card is lost, stolen, damaged, or used without authorization. The Cardholder may report such incident by sending an email to card@khalti.com, blocking the Card through the IME Pay application, or by calling IME Pay's customer support team to request immediate blocking of the Card. Once IME Pay receives the request, the Card will be blocked as soon as possible. However, the Cardholder will be responsible for all transactions made on the Card before the Card is successfully blocked after the report is received.
  17. IME Pay shall not be responsible in any way for non-availability of services from ATM or Point of Sale terminals (POS) at Merchant outlets for any reason whatsoever and howsoever arising as a result of malfunctioning of the Card or ATM or POS, insufficiency of funds in such machine, mechanical or power supply failure or otherwise.
  18. Any dispute related to a transaction performed through a card must be notified to IME Pay within 15 days of transaction for processing chargeback.
  19. It is the cardholder's responsibility to check the statement from time to time to confirm correctness of transactions.
  20. The Cardholder undertakes to indemnify IME Pay against all losses, costs, or expenses incurred and sustained by IME Pay arising out of Cardholder's failure to observe any of the terms and conditions herein mentioned.
  21. The domestic card is not valid for use in other countries except Nepal.
  22. The Cardholder is restricted from using the card for payment of Capital Expenditure or for payment of any goods and services prohibited by the existing laws of the country.
  23. NFC facilitates secure, contactless transactions, permitting users to authorize payments or data exchanges via NFC-enabled devices, thereby ensuring efficient and convenient transactions in retail, transportation, and similar environments. 3D Secure enhances transaction security by requiring cardholder authentication for online payments, reducing fraud and ensuring authorized transactions.
  24. NFC transactions may be vulnerable to unauthorized access or skimming if the device is compromised, while 3D Secure may introduce authentication failures or false declines, potentially affecting the validity of transactions and user access. Both systems require diligent user security practices to mitigate fraud and unauthorized usage.
  25. On demand by IME Pay, the Cardholder should submit necessary details, bills, or invoices in relation to the payment made through POS for the purchase of goods and services.
  26. IME Pay reserves the right to restrict the card transaction or provide details of the cardholder to Nepal Rastra Bank for necessary action in case the cardholder fails to comply with the terms and conditions in relation to transactions in foreign currency.
  27. IME Pay reserves the right to amend these Terms and conditions along with fees and charges without prior notice to the Cardholder and such amendments shall be binding on the Cardholder.

12. Grievance Redressal

Customers may contact IME Pay's Information and Grievance Handling Desk for assistance:

  • Phone: 01-5970017 / 01-4217601
  • Toll Free Number: 1660-01-5-8888 / 1660-01-6-1616
  • Email: support@khalti.com / compliance@khalti.com

Complaints shall be addressed within 72 hours. In case of transaction failure, verified refunds will be processed promptly.

13. Modifications to Terms

IME Pay reserves the right to amend these Terms at any time. Updated Terms will be made available via the website or app and shall be binding upon continued use of the service.

14. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of Nepal. Any disputes arising shall fall under the exclusive jurisdiction of the courts in Kathmandu.

By registering and using IME Pay, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.