1 Who these Terms apply to
These Terms govern the use of the Oneness Superapp website at https://onenesssuperapp.com and the services made available by Oneness Superapp Private Limited, referred to as Oneness, we, us or our. They also apply to an application or assisted service channel where we expressly make these Terms available. Our Privacy Policy explains the handling of personal information.
By actively accepting these Terms when registering or placing a request, you agree to the conditions relevant to that use. We will make the applicable price, service conditions and consent requirements available before confirmation. A separate written agreement may govern a retailer, distributor or other business relationship. Mandatory legal rights take priority over any inconsistent wording in these Terms or a provider's conditions.
2 Company and contact details
Legal entity: Oneness Superapp Private Limited. Corporate Identity Number: U82990MH2021PTC363437. Office address: Office No. 1205, Cyber One, Green Scape Group, Plot No. 4 & 6, Sector 30A, Vashi, Navi Mumbai, Maharashtra 400703, India.
Business correspondence: Office No. 1205, Cyber One, Green Scape Group, Plot No. 4 & 6, Sector 30A, Vashi, Navi Mumbai, Maharashtra 400703. Website: https://onenesssuperapp.com. Customer support: info@onenesssuperapp.com. Telephone: +91 9147223803. Support hours: Monday to Friday, 09:30 to 18:30 Indian Standard Time. These hours do not extend any legally applicable complaint or incident deadline.
3 Eligibility and acting for another person
You must be at least 18 years old and able to enter a binding contract to register and transact independently. A person acting for a business must have authority to bind it. An adult may request an eligible travel or other service for a minor where the provider permits it and the required parental or guardian authority has been obtained.
When entering another person's details, obtain the authority needed for that request and communicate the relevant service and privacy information to them. Do not impersonate another person or use their identity, account, authentication information or documents without permission.
4 Accounts verification and security
Provide accurate registration and transaction information and tell us when relevant details change. We or the relevant provider may require identity, business, beneficiary or other checks appropriate to the service and applicable law. A request may be held, declined or restricted while a required check remains incomplete; we will explain the available next step unless a legal or security restriction prevents disclosure.
Keep login credentials and authentication devices under your control. Enter a bank PIN, UPI PIN or authentication code only in the appropriate transaction flow. Do not send these credentials to our staff or retailers by message. Report suspected misuse promptly to us and, where relevant, the bank or payment provider. Use of credentials is not conclusive proof that a disputed transaction was authorised; applicable investigation and customer-protection rules continue to apply.
5 Our role and the relevant providers
Oneness makes the enabled services available through its platform or assisted channels and, where applicable, through banks, bill-payment participants, telecom operators, travel suppliers, application processors and courier providers. We will identify the relevant provider and explain the role performed by Oneness in the service information or confirmation.
Provider availability, eligibility checks, inventory and operating rules can affect fulfilment. Regulated functions must be performed through the appropriate provider and service channel. We remain responsible for the functions we undertake and for obligations imposed on us by law. A reference to a third-party provider does not remove that responsibility.
6 Prices instructions and confirmation
Review the service amount, taxes, our disclosed charges and any identified provider charges before authorising payment. Optional additions require your agreement. A quote may change before confirmation; an additional charge requires a disclosed basis and the authorisation required by law. Business commissions and settlement charges follow the separately agreed commercial terms.
Check every account number, subscriber identifier, passenger name, travel date and delivery address before submitting a request. A completed instruction may be difficult to correct once it reaches a provider or recipient. We will assist with available correction or recovery processes, without restricting remedies for our error or another legally actionable failure.
A payment acknowledgement, enquiry or pending status does not by itself establish successful recharge, transfer, ticket issuance, reservation or dispatch. Read the service confirmation and retain its reference. If the result is unclear, seek a status check before repeating the same request. We will not treat an unresolved status as a reason to disregard applicable reversal or compensation requirements.
7 Service conditions
The following conditions apply to the service you select, where that service is enabled. The booking or transaction information will supply the applicable provider details, price and any additional conditions.
Service 1 Mobile Recharge
Before authorising a recharge, verify the mobile number, operator, service area where requested, selected plan and amount. Benefits and activation depend on the operator’s current conditions.
A payment acknowledgement does not establish successful recharge. Once applied, changing the number or reversing the recharge may be unavailable. Report errors promptly for assessment; applicable payment-failure and consumer remedies remain available.
Service 2 DTH Recharge
Provide the correct subscriber or customer ID and confirm the operator and recharge amount. Account top-ups do not necessarily change the subscribed channel package; pack changes and activation follow the operator’s process.
Check the final service status and retain the reference. Requests to alter or reverse an applied recharge are assessed under the operator’s process and applicable law.
Service 3 OTT Subscriptions and Recharges
Check the platform, subscription period, device and viewing limits, account requirements and redemption deadline before purchase. Activate vouchers through the provider’s designated channel and protect unused codes.
Cancellation or replacement after activation depends on the disclosed product terms. Report invalid or undelivered products using the order reference; remedies for deficient supply remain available. Recurring billing requires separately disclosed terms and your authorisation.
Service 4 BBPS Bill Payments
Select the biller and enter the required consumer, connection or account reference accurately. Review fetched bill details or validated prepaid account information before authorising payment.
Keep the BBPS transaction reference and check the final status, particularly before the bill’s due date. A pending entry does not confirm biller credit. Applicable RBI requirements govern failed-payment reversals and compensation; these rights are unaffected by these Terms.
Service 5 Aadhaar Enabled Payment System AePS
Provide the bank selection and identifiers required for your eligible linked account. Authorise the specific service and amount before authentication; Aadhaar consent must be obtained through the prescribed process, separately from acceptance of these Terms.
Authentication must use the applicable authorised channel. Participating retailers must not copy or retain biometric samples. For withdrawals, count the cash and obtain acknowledgement. Report any debit without cash promptly; applicable reversal and compensation rights remain.
Service 6 Domestic Money Transfer DMT
Provide your verified mobile number, required identification and accurate beneficiary account details, including IFSC where required. Complete the prescribed sender verification and additional authentication for each transfer. A retailer may assist with your instruction but cannot replace the sender’s required consent or authentication.
Check the amount and charges before payment. Submission does not prove beneficiary credit. Recovery of a completed transfer to an incorrect account follows the bank’s process and applicable law.
Service 7 New PAN Application Assistance
Oneness Superapp Private Limited assists with preparing and submitting PAN applications through the relevant service channel; it does not allot or issue PAN. Provide accurate applicant details and required documents, and review them before submission.
Retain the acknowledgement for follow-up. Processing and issuance depend on the competent authority and designated provider. Existing PAN holders should use the appropriate correction or reprint route.
Service 8 Hotel Booking
Confirm the property, dates, guest count, room type and guest names. Review the selected rate’s inclusions, applicable taxes, deposits and cancellation deadlines. A booking request requires supplier confirmation.
The property may require accepted identification and compliance with disclosed check-in conditions. Changes, no-shows and early departures are assessed against the booked rate’s terms, without limiting mandatory consumer remedies.
Service 9 Flight Booking
Enter passenger names as required by the airline and verify the itinerary. Travel requires an issued ticket; a payment receipt alone is insufficient. Check fare-specific baggage, seat, meal and change provisions, and obtain required travel documents.
Cancellations, schedule changes and denied boarding remain subject to applicable airline terms and aviation requirements, including mandatory refund, assistance or compensation rights where applicable.
Service 10 Bus Booking
Check the operator, route, date, boarding point, reporting time and passenger details on the confirmation. Seats and amenities are those confirmed for the selected service, subject to applicable operator conditions.
Changes and cancellations must follow the stated process and deadlines. If the operator cancels or materially changes the service, contact support for the options available under the booking terms and applicable law.
Service 11 Cruise Booking
An enquiry or quotation does not reserve a cabin. Review the sailing, cabin category, passenger details, itinerary and deposit requirements before accepting a booking. Check which meals, excursions, transfers, taxes and onboard charges are included.
Supply required travel documents and passenger information by the provider’s deadlines. Confirmation, amendments and cancellation charges follow the disclosed booking conditions, subject to applicable law.
Service 12 Rail Ticket Booking
Provide accurate passenger details and review the train, boarding station, class, date and reservation status. Payment does not guarantee a confirmed seat or berth, or seating together for a group.
Retain the ticket and PNR and recheck status before travel. Cancellations, Ticket Deposit Receipt claims, refunds and travel eligibility follow applicable railway rules. Carry the valid identification required for your journey.
Service 13 Courier Services
Declare contents and value accurately, provide complete addresses and contact details, and meet the carrier’s packaging requirements. Do not tender prohibited articles or restricted articles without satisfying applicable conditions.
Charges may use actual or volumetric weight, with disclosed adjustments for verified measurements or additional services. Keep the consignment reference and supporting records for claims. Insurance applies only if offered and separately confirmed. Carrier terms remain subject to applicable law.
8 Failed payments cancellations and refunds
A failed payment is handled separately from cancellation of a successfully arranged service. If your account is debited but the payment does not complete, report the reference, date and amount. We will record the complaint and coordinate with the relevant participant. Applicable payment-system reversal and compensation rules remain available, and a general support estimate does not replace their deadlines.
For a cancellation, submit the request through the stated booking or support channel. Eligibility and lawful deductions depend on the service conditions disclosed when you booked, the provider's applicable rules and your legal rights. The point at which a request becomes irreversible differs across services. No general statement that a booking or recharge is confirmed removes a valid claim for deficient, misdescribed or unfulfilled service.
We will explain the calculation of an accepted refund, including any justified deductions. Our own charges are refundable where required by law or by the terms disclosed for that service. Refunds will be processed through the original payment route where available and lawful; any permitted alternative will be explained and agreed where consent is required. We will not require acceptance of a voucher or platform credit in place of a cash refund that is legally due.
We will provide the applicable processing period or a reasoned estimate and follow up on a delayed refund. A provider-related delay does not excuse a legal deadline or a responsibility that rests with us. Cancellation charges and any corresponding obligation when we cancel will comply with the rules applicable to our role. A chargeback or bank complaint is subject to the relevant process; tell us about parallel claims so the same amount is not recovered twice.
9 Retailers distributors and other business users
A retailer or distributor may offer only the services and access expressly assigned under its agreement. It must follow the applicable onboarding, verification, customer-consent, recordkeeping and security requirements; communicate disclosed charges accurately; and provide the customer with the available transaction acknowledgement.
Business users must not share access, create an unapproved sub-agent network, represent themselves as a bank or government office, retain prohibited authentication data or collect payments outside an authorised process. Commission, advance funding, ledger balances, settlement, reversals and business termination require separate written terms. A platform ledger entry is not, by itself, a representation that the customer has a bank deposit or a regulated wallet.
Whether a person has consumer rights depends on the relevant transaction and law. Describing an account as a business or retailer account does not settle that question.
10 Permitted use and ownership
Use the platform for lawful service requests. Do not submit false documents, interfere with systems, bypass access controls, introduce malicious software, manipulate transaction records or use the services to facilitate fraud or another prohibited activity. Automated or API access requires the permission and conditions supplied for that channel.
Software, page content and brand assets belong to their respective owners or licensors. You may use the material needed to understand and manage your transactions. Other commercial reuse requires permission unless the law allows it. Supplying a document or personal information for a service does not give Oneness unrestricted rights to publish or use it for unrelated purposes.
11 Privacy and communications
We handle personal information under the Privacy Policy and the service-specific notices supplied at collection. Accepting these Terms is not blanket consent for unrelated marketing, optional tracking or Aadhaar authentication. Each requires the notice and choice appropriate to the purpose and applicable law.
We may send communications needed for a request, account security, receipts, complaint handling or a legally required notice through the contact channels relevant to your service. Promotional communication will follow the applicable consent and preference requirements. You may change marketing preferences without losing access to essential transaction messages.
12 Interruptions restrictions and closure
Maintenance, connectivity issues, provider outages, emergencies or lawful directions can affect availability. We will take reasonable steps within our control to communicate a material disruption and address affected requests. An interruption does not automatically cancel an accrued refund or compensation obligation.
We may proportionately restrict access for a material breach, suspected fraud, an unresolved eligibility issue or a legal requirement. Where appropriate and lawful, we will give notice, reasons and a route to raise a query. Urgent security action may precede notice. Any hold on funds must have a lawful or contractual basis; account suspension is not a general right to forfeit money.
You may request account closure through support. We will address pending transactions and reconcile amounts due, subject to applicable checks, disputes and lawful holds. Records may remain where retention is necessary or required, as explained in the Privacy Policy.
13 Responsibility and legal remedies
Each party is responsible for its own obligations under the relevant agreement and applicable law. We do not promise that every provider, route or service will always be available. We remain accountable for our own actionable errors, misrepresentations and failures to perform the responsibilities we have accepted.
These Terms do not reduce any refund, return of customer money, compensation or remedy that the law requires. They do not exclude liability that cannot lawfully be excluded. Any valid allocation of business risk in a separate signed agreement must be read subject to those limits.
14 Complaints and escalation
For a service complaint, contact info@onenesssuperapp.com or +91 9147223803 with the relevant reference and a description of the issue. Do not include passwords, PINs or biometric data. For grievance assistance, email info@onenesssuperapp.com or call +91 9147223803. Correspondence may also be sent to the business address in section 2, marked for grievance assistance.
Where the Consumer Protection E-Commerce Rules apply to us, we will acknowledge a consumer complaint within 48 hours and redress it within one month of receipt. Any shorter or different mandatory sector-specific requirement will be followed where applicable. Complaint-handling periods are separate from payment reversal and refund deadlines.
You may also approach the relevant bank, bill-payment participant or service provider. Where eligible, statutory consumer forums and the applicable regulator or ombudsman remain available. A regulated provider's complaint procedure and the current scheme's coverage and eligibility rules govern that escalation. These Terms do not require you to give up an available legal remedy.
15 Applicable law and changes to these Terms
Indian law governs these Terms, subject to any mandatory law applicable to the transaction. A dispute may be brought before a court, consumer commission or other forum that has legal jurisdiction. No clause selects a venue that removes a mandatory right to approach another competent forum.
We will display the effective date of an updated version and communicate material changes where required. Revised terms apply prospectively unless the law or a valid agreement requires otherwise. A policy update does not itself authorise a new use of personal information that needs fresh consent. If a provision is unenforceable, the remaining provisions continue to the extent permitted by law.