At Abrus Krishna Finance, we believe that transparency, fairness, and customer dignity form the foundation of ethical lending. As a fully registered Kerala Money-Lending (KML) institution, we adhere to all statutory obligations and maintain a structured customer service framework to ensure that every borrower understands their rights and responsibilities clearly.

This Customer Charter outlines what every customer can expect from us, and what we expect from our customers, so that lending remains secure, transparent, and lawful at all stages.

1. CUSTOMER RIGHTS

1.1 Right to Fair & Transparent Lending

Customers have the right to receive:

• Clear, written information regarding interest rates, service charges, valuation fees, and any other applicable costs.
• A legally compliant loan agreement prepared strictly under KML rules.
• Transparent communication without hidden terms or misleading representations.

1.2 Right to a KML-Compliant Agreement

Every customer is entitled to:

• A copy of the executed loan agreement.
• Clear explanation of all clauses before signing.
• Proper stamping and documentation as mandated under the Kerala Money-Lenders Act, 1958.

1.3 Right to Privacy & Data Protection

Customers’ personal data, KYC documents, financial details, and pledged asset information will be:

• Stored securely.
• Accessed only for legitimate statutory and operational purposes.
• Never sold, misused, or shared with unauthorized parties.

(Full details available in the Privacy Policy page.)

1.4 Right to Safe Custody of Gold & Assets

For gold loan customers, the following rights are guaranteed:

• Gold is sealed in tamper-proof packets in the customer’s presence.
• Photographing and barcoding for full traceability.
• Storage in high-security vaults with dual-control access.
• Accurate maintenance of statutory Gold Registers under KML.

1.5 Right to Know Loan Terms Before Borrowing

Customers have the right to:

• Understand interest structure (flat / reducing balance).
• Know repayment schedule (daily/weekly/monthly).
• Be informed of the consequences of delay in repayment or default.

1.6 Right to Fair Valuation

Especially for gold loans:

• Valuation is performed using certified purity testing tools.
• Loan amount is determined using industry-standard benchmarks without undervaluation.
• Customer may request re-verification of purity before sealing.

1.7 Right to Receive Receipts & Statements

Customers are entitled to:

• Receipts for every repayment.
• Statement of account upon request.
• Pre-closure calculation details at any time.

1.8 Right to Speedy Grievance Redressal

Customers have the right to:

• Report concerns through phone, WhatsApp, email, or in-branch.
• Receive acknowledgement within 48 hours.
• Obtain resolution as per published timelines in our Grievance Redressal framework.

1.9 Right to Respect & Non-Discrimination

We ensure that:

• No customer is discriminated based on caste, religion, gender, occupation, or income.
• Collection agents follow strict ethical standards without harassment or threats.
• All communication is professional, courteous, and lawful.

2. CUSTOMER RESPONSIBILITIES

To maintain lawful and smooth financial operations, customers are expected to meet the following responsibilities:

2.1 Provide Complete & Accurate Information

Customers must:

• Submit correct KYC documents (ID & address proof).
• Disclose true income and business details for micro loans.
• Provide accurate information on ownership of pledged gold.

Failure may result in loan rejection, legal action, or termination of the agreement.

2.2 Understand Loan Terms Before Signing

Customers are responsible for:

• Reading the loan agreement thoroughly.
• Seeking clarification when needed.
• Signing only after fully understanding the terms.

The branch visit is mandatory under KML for this reason.

2.3 Ensure Timely Repayment

To avoid penalties, customers must:

• Repay on the assigned schedule (daily/weekly/monthly).
• Inform the branch in advance in case of payment difficulty.
• Avoid intentional delays that may trigger default procedures.

2.4 Maintain Contact Information

Customers should:

• Update phone numbers, address, and communication details promptly.
• Keep repayment reminders and notifications active.

2.5 Use Loans for Stated Purpose

Loans such as:

• Micro Business Loan
• Micro Home Loan
• Consumer Goods Loan
• Micro Finance Loan

must be used strictly for the declared purpose during the loan application.

2.6 Keep Receipts & Documents Safely

Customers must preserve:

• Copies of loan agreements.
• Receipts for repayments.
• Gold packet seal numbers & barcodes (for gold loans).

2.7 Adhere to Ethical Conduct

Customers must not:

• Provide forged documents.
• Attempt to pledge stolen or disputed gold.
• Engage in fraudulent borrowing behaviour.

2.8 Follow Legal Procedures for Loan Closure

To complete closure, customers must:

• Clear outstanding dues.
• Visit the branch for gold release or closure documentation.
• Present original receipts or ID verification for safety.

3. ABRUS KRISHNA FINANCE’S COMMITMENT

We commit to:

• Full compliance with the Kerala Money-Lenders Act, 1958.
• Maintaining ethical and transparent lending practices.
• Ensuring customer dignity, privacy, and security at all times.
• Providing fair, professional, and responsible financial services across all our products:
  • Gold Loan
  • Doorstep Gold Loan
  • Micro Business Loan
  • Micro Personal Loan
  • Micro Home Loan
  • Micro Finance
  • Consumer Goods Loan