Overview
UniWeb operates a merchant technology platform. Live payments are routed through licensed banking and payment partners. We manage merchant onboarding and KYC, reconciliation tools, and grievance intake. We do not independently hold an RBI Payment Aggregator licence unless that is disclosed on the Trust centre. We do not offer a consumer PPI wallet or an NBFC lending product.
Responsibility Matrix
| Activity | UniWeb | Merchant | Partner | Customer |
|---|---|---|---|---|
| Merchant onboarding & KYC | ● | ● | — | — |
| Business verification | ● | ● | — | — |
| Payment page hosting | ● | — | ● | — |
| Card/UPI data security (PCI-DSS) | — | — | ● | — |
| Transaction routing | ● | — | — | — |
| Payment success/failure notification | ● | ● | — | — |
| Settlement to merchant bank account | ● | — | ● | — |
| Refund initiation | ● | ● | ● | — |
| Refund processing to customer | — | — | ● | — |
| Chargeback handling | ● | ● | ● | — |
| Dispute evidence submission | — | ● | — | — |
| Reconciliation & settlement matching | ● | — | ● | — |
| Risk scoring & fraud detection | ● | — | ● | — |
| Velocity checks & block | ● | — | — | — |
| Rolling reserve hold | ● | — | — | — |
| Grievance redressal | ● | ● | ● | ● |
| AML / sanctions screening | ● | — | ● | — |
| Data privacy (customer data) | ● | ● | ● | ● |
| Compliance reporting (RBI) | ● | — | — | — |
| QR code generation & management | ● | ● | — | — |
| Payment link creation | — | ● | — | — |
| Customer support (first response) | — | ● | — | — |
| Technical support (platform issues) | ● | — | — | — |
| Bank-side issues (failed transfers) | — | — | ● | ● |
| Providing correct bank details | — | ● | — | ● |
● = Responsible — = Not responsible
UniWeb responsibilities
- Merchant onboarding, KYC verification, and ongoing monitoring
- Transaction routing to appropriate payment partners
- Settlement processing and reconciliation
- Risk scoring, fraud detection, velocity checks
- Rolling reserve management
- AML/sanctions screening and compliance reporting
- Grievance redressal as per RBI guidelines
- Platform uptime, security, and data protection
- Providing merchant dashboard, analytics, and reporting tools
Merchant responsibilities
- Providing accurate business and KYC documents
- Maintaining valid bank account details
- Delivering goods/services as promised to customers
- Initiating refunds when applicable
- Submitting chargeback evidence within timelines
- Providing first-level customer support
- Complying with applicable laws and regulations
- Not using the platform for prohibited businesses
- Maintaining accurate product/service descriptions
Payment Partner responsibilities
- PCI-DSS compliant card data processing
- Payment authorization and processing
- Settlement to UniWeb's nodal account
- Refund processing to customer accounts
- Chargeback arbitration and resolution
- Bank-side technical infrastructure
- Providing settlement files and reconciliation data
Customer responsibilities
- Providing accurate payment information
- Keeping card/UPI credentials secure (never sharing OTP, PIN, CVV)
- Raising disputes promptly for unauthorized transactions
- Providing correct bank account details for refunds
- Contacting their bank for bank-side issues
Escalation path
- Level 1: Merchant provides first-level support to customer
- Level 2: UniWeb support team (via ticket or email)
- Level 3: UniWeb Grievance Officer (support@uniweb.co.in)
- Level 4: Payment Partner (for gateway/bank-side issues)
- Level 5: RBI Ombudsman (if unresolved after 30 days)
Liability
Each party is liable for their respective responsibilities as defined above. UniWeb's liability is limited to the transaction amount in dispute and does not extend to indirect or consequential damages. For details, see our Terms of Service and Merchant Agreement.
Company and grievance contact
Uniweb Technologist PVT LTD
CIN: U46522UT2024PTC018164 · GST: 05AADCU6903A1ZT
356 NH344, Village Saliyar Salhapu, Rudrapur, Haridwar, Uttarakhand 247667, India
support@uniweb.co.in · +919837456654 · Registered office map