1. Loan Applications & Processing

• All loan applications will be acknowledged in writing or electronically upon receipt.
• We will clearly communicate the documents required for processing a loan application upfront, so borrowers are not asked for additional documents repeatedly.
• We will verify the loan application and inform the applicant of the decision within a reasonable time. If rejected, we will convey the reason for rejection.
• We will not discriminate on grounds of sex, caste, or religion in the matter of lending.
• We will conduct field investigations in a manner that respects the dignity and privacy of the applicant.

2. Loan Appraisal & Terms

• Before disbursement, we will convey in writing the amount of loan sanctioned, the rate of interest, the method of application of interest, and the processing and other charges applicable.
• A Key Fact Statement (KFS) containing all key loan terms will be provided to the borrower prior to execution of the loan agreement.
• The loan agreement will be in a language understood by the borrower.
• The borrower will be given adequate time to review the terms before signing.
• We will not impose any terms that are not mentioned in the sanction letter or loan agreement.

3. Interest Rates & Charges

FinCV adopts an interest rate policy that is transparent and non-discriminatory. Rates are determined based on the borrower's credit risk profile, vehicle type, and loan tenure.

All applicable charges will be disclosed in the sanction letter and the KFS before loan execution. No charges will be levied without prior written intimation to the borrower.

4. Disbursement of Loans

• Loans will be disbursed only after all documentation is complete and the loan agreement is executed.
• Any changes to the terms and conditions after disbursement will be communicated to the borrower in writing with adequate notice.
• The mode of repayment (NACH / PDC / ECS) will be agreed upon at the time of loan execution.
• A disbursement receipt or confirmation will be provided to the borrower.

5. Post-Disbursement Supervision

• We will not interfere in the affairs of the borrower except for the purposes provided in the terms and conditions of the loan agreement.
• In the event of any deterioration in the financial condition of the borrower, we will not resort to undue harassment such as persistently bothering the borrower at odd hours or using muscle power for recovery of loans.
• Our field collection staff are trained to conduct themselves in a courteous and professional manner at all times.
• In case of receipt of request from the borrower for transfer of borrowal account, the consent or otherwise shall be conveyed within 21 days from the date of receipt of request.

6. Recovery of Loans

• We will follow a respectful and lawful recovery process. Our collection staff will carry identity cards and will not visit borrowers before 8:00 AM or after 7:00 PM.
• Repossession of vehicles will be done only in accordance with the loan agreement and applicable law. Borrowers will be given prior notice before repossession is initiated.
• After repossession, the borrower will be given an opportunity to repay dues and reclaim the vehicle before it is sold.
• If the vehicle is sold, any surplus after recovering dues will be returned to the borrower.

7. Grievance Redressal

FinCV has a structured grievance redressal mechanism. Borrowers may raise complaints through any of the following channels:

• Grievance Redressal Officer: Anil S, COO
• Email: grievance@loanzen.in

Complaints will be acknowledged within 2 working days and resolved within 30 days of receipt.

If the complaint is not resolved to the borrower's satisfaction within 30 days, the borrower may escalate to the RBI Integrated Ombudsman:

• Online: cms.rbi.org.in
• Toll-free: 14448
• Email: crpc@rbi.org.in
• Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

8. General

• FinCV will not engage in any practice that is unfair, deceptive, or coercive.
• Copies of the loan agreement, KFS, and this Fair Practices Code will be provided to the borrower upon request.
• This Fair Practices Code is reviewed and approved by the Board of Directors of FinCV and is subject to periodic review.
• The CEO is responsible for the implementation of this Code.