Compliance
Fair Practices Code
The standards we hold ourselves to when we deal with you. We publish these voluntarily, so that you can hold us to them.
Last updated 7 September 2026
In short
A plain-English summary. The clauses below are what actually governs.
- We will always tell you we are a facilitator, not the lender.
- We will tell you which lending partner we are approaching before we approach them.
- We will tell you what we are paid and who pays us.
- We will never charge you a fee to submit an enquiry, and we will never ask for a payment to secure or speed up a loan.
- We will not pressure you, and we will tell you plainly if borrowing is not the right answer.
- We will explain terms in language you can understand, in English or Hindi.
Why we publish this
The Reserve Bank of India's Fair Practices Code binds banks and NBFCs. It does not bind an intermediary like us.
We publish this code anyway, because the standards in it are the ones a customer is entitled to expect from anyone involved in arranging their loan, and because a promise you can read is a promise you can hold us to.
We will be clear about our role
MoneyMitra is a facilitator. We do not lend, we do not approve, and we cannot promise you a rate. Every loan is made by an RBI-regulated bank or NBFC that makes its own decision on its own criteria.
We will state this at the start of our dealings with you, not in the small print at the end.
How we will communicate
- In plain language, in English or Hindi, whichever you prefer.
- Without jargon, and without technical terms we have not explained.
- At reasonable hours. We will not call you repeatedly or at unreasonable times.
- Honestly about what we do not know. If a partner has not told us something, we will say so rather than guess.
Charges, and how we are paid
We are paid a fee by the lending partner when a loan we introduce is disbursed. We will tell you that this is how we are paid.
We will never ask you for a payment in order to submit an enquiry, to get an approval, to speed up a decision, or to secure a better rate. Anybody asking you for such a payment in our name is not acting for us. Report it to us immediately.
Charges that the lending partner levies — processing fees, insurance, prepayment charges, penal charges — are set by the partner and disclosed to you in its Key Facts Statement. We will make sure you have seen them and understood them before you sign.
We will not pressure you
- We will not push you toward a larger loan than you asked for.
- We will not push a particular partner because it pays us more.
- We will tell you plainly if we think borrowing is not the right answer for you.
- We will accept no as an answer, at any stage, without consequence to you.
Conflicts of interest
We work with several lending partners, and their commission rates are not identical. Our recommendation to you will be based on which partner best fits your requirement, not on which pays us most. If you ask us what we are paid on a particular product, we will tell you.
Your information
We collect the minimum we need, we tell you before we share your details with a partner, and we do not sell your data to anyone. This is set out in full in our Privacy Policy.
Recovery
We have no role in collections or recovery, and we will never contact you about a missed payment. If someone contacts you about recovery in our name, they are not acting for us. Tell us and we will act.
Our people
Everyone who deals with customers on our behalf is trained on this code and on our privacy obligations, and is accountable under them. Our advisors identify themselves by name and tell you which organisation they are calling from.
Holding us to this
If we fall short of anything in this code, use our Grievance Redressal process. We would rather hear it from you than not hear it at all.