Our Commitment

Fair Practices Code Policy

This Fair Practices Code has been formulated in accordance with the guidelines issued by the Reserve Bank of India (RBI) for all Non-Banking Financial Companies (NBFCs), as per circular RBI/2015-16/16 DNBR (PD) CC.No.054/03.10.119/2015-16 dated July 1, 2015. This Code gives all stakeholders - especially borrowers - a clear understanding of the practices, standards, and principles Trivani Vinimay follows in its lending and customer service.

Objectives of the Fair Practices Code

Promote fair, transparent, and ethical practices in all dealings with customers

Establish and maintain a respectful, professional relationship between the customer and the Company

Ensure compliance with all applicable laws and regulatory guidelines, particularly on loan recovery

Provide a robust, efficient mechanism for handling and resolving customer grievances

1. Loan Application

We provide applicants with all necessary information about our products and services so they can make an informed decision. Every loan application is acknowledged, and applicants are informed, as far as possible, of the expected timeframe for processing. The application form clearly lists the documents required, and applicants are reasonably informed if additional documents are needed.

2. Loan Appraisal & Terms and Conditions

After assessing an application, we convey the approved loan amount, terms and conditions, and rate of interest in writing through a sanction letter or similar document, and record the customer's acceptance of those terms. All charges, including penal charges for late payment or prepayment, are clearly highlighted in the loan agreement. On execution, the customer receives a copy of the signed agreement with all annexures.

3. Loan Disbursement & Changes in Terms

Any change in terms - including interest rates, service charges, disbursement schedule, or prepayment terms - is communicated to the customer in English or the vernacular language where required. Changes in interest rates or charges apply prospectively only. Any decision to recall or accelerate repayment strictly follows the loan agreement. On full repayment, we release all securities, subject to any legitimate lien or set-off right, and inform the borrower with full details if a set-off is exercised.

4. Interest Rates & Charges

Our interest rates, processing fees, and other charges are determined through internal policy, considering cost of funds, operational overheads, risk profile, and market conditions. The current interest rate structure and risk gradation approach is displayed on our website and updated promptly on any change. All interest rates are expressed in annualised terms so borrowers clearly understand the cost of borrowing.

5. Post-Disbursement Conduct & Recovery

Recovery of dues is conducted fairly, without harassment, and only through channels and hours permitted by RBI guidelines. Borrowers are given reasonable notice before any change in terms and conditions.

6. Grievance Redressal Mechanism

We are committed to the timely, fair resolution of customer grievances. Complaints are examined promptly and responses sent as quickly as possible, through an internal Grievance Redressal Mechanism approved by our Board. Details of the escalation matrix and grievance process are on our Grievance Redressal page.

7. Force Majeure & Periodic Review

The commitments in this Code apply under normal operating conditions. In the event of Force Majeure circumstances - natural disasters, system failures, or other extraordinary events - Trivani Vinimay may be temporarily unable to meet certain obligations. To ensure continuous improvement, our Board of Directors reviews this Fair Practices Code annually.