Code of Conduct — Grow Money Capital

Section 1

Sales & Origination — what's expected.

Identification. Sales agents must carry a Grow Money Capital-issued photo ID and present it on request. They must clearly state at the start of any interaction that they represent Grow Money Capital or its named originating partner.
Transparent pricing. The full APR, processing fee, GST and other charges must be disclosed in writing before the customer signs any document. No hidden charges. No verbal promises that contradict the sanction letter.
No coercion. Customers must never be pressured into buying optional add-ons (insurance, value-added services). Bundled products must be disclosed as optional with the standalone loan price clearly stated.
Working hours. Sales calls and visits are permitted only between 8:00 AM and 7:00 PM, Monday to Saturday. No Sunday or public holiday outreach unless the customer explicitly requests it.
Language & dignity. All interactions in a language the customer understands. Polite, respectful conduct at all times. No derogatory language, ever.
Data privacy. Customer documents and bank statements must be handled per our Privacy Policy. Sharing customer data with third parties without explicit consent is grounds for immediate contract termination.

Section 2

Recovery Agents — what's expected.

Recovery practices follow the RBI Master Direction on Recovery Agents engaged by NBFCs (Master Direction – RBI (Non-Banking Financial Company–Scale Based Regulation) Directions, 2023).

Authorisation only. Only agents formally empanelled and authorised by Grow Money Capital may approach borrowers. The list of currently authorised recovery agencies is available on request.
Pre-visit notification. Customers will receive at least 1 written notice (SMS/email) before any field visit is initiated. Visit timing must be agreed in advance where possible.
Working hours strictly enforced. Recovery visits and calls only between 8:00 AM and 7:00 PM. No contact on declared holidays or after the customer requests cease-contact (in writing).
No intimidation. Threats, abusive language, public shaming, contact with neighbours/relatives/employer without customer consent, or display of customer information publicly — all strictly prohibited and grounds for immediate agency termination.
No undue physical presence. Recovery agents must not enter customer premises uninvited, must not block egress, and must leave the premises immediately if asked.
Verifiable identity. Customers can verify any recovery agent's authorisation by calling our customer care number (+91 96679 00421) and providing the agent's name and the loan account number.
Receipt for any payment. A printed/digital receipt must be issued for every payment collected — never cash without acknowledgement.

Section 3

Reporting violations of this code.

If any agent or representative has violated this code in their interaction with you, please report it. We investigate every complaint within 7 working days.