The following terms of use are the terms of a legal agreement (“Agreement”) between you (“you” or “your”) and Neem Exponential Financial Services (Private) Limited, its subsidiaries, affiliates, agents, and assigns (collectively, “Neem”, “we”, “us”, or “our”).  This Agreement sets forth the terms and conditions for your use of Neem’s website, available at www.neem.io , as well as the products and services offered, operated or made available by Neem through the website, APIs, mobile app, and SDKs (collectively, the “Services”).

How to contact us:

• You can contact us through the live-chat feature in your Neem app/ partner platform app.
• You can also reach out to us via support@neem.io for further support.
• Send a letter to: Neem, The Hive at Nishat, 3rd Floor, 19-C Khayaban e Nishat, Ittehad Commercial, DHA Phase 6 Karachi, Karachi, Sindh 75600, Pakistan

How we will contact you:

We will contact you in English or Urdu via the Neem app, or through your registered email, phone or home address. Please let us know if you would like to change any personal details. We also send you instant notifications when you spend or receive money.

Neem’s Banking Services

Neem is a financial technology company and not a bank. All the banking services are provided by Neem's bank partners.

To access the services of Neem, you must create an account on the Neem’s Platform (“Neem ID”), including the creation of a Login ID and password and become a user (“User”). You agree to provide accurate, current, and complete information—such as your name, phone number, email, email address—as may be prompted during account registration, in connection with your use of the Services, or as otherwise requested by Neem (“User Information”). As part of the registration process, you will also need to accept these Terms of Use and you must be at least eighteen (18) years of age.

Should you believe or have reason to believe that any of your User Information, including your Login ID and/or password, has been compromised, or that another person is or may be accessing your Neem ID, you agree to change your password and notify us as soon as possible at support@neem.io

Making Payments:

You need enough money in your account to make payments. We may block or reverse any transaction, even after funds have been credited to your account in the following cases;

• Your instructions are unclear
• We suspect fraud or criminal activity on your account
• We’re not allowed to make the transfer by law
• In compliance with a court order, or other government or regulatory order
• It goes over your payment limits (you’ll find these in your app; they may change over time).
• If we block or reverse a payment, we’ll let you know as soon as possible, using one of our usual channels (see ‘How will we contact you’ above).
• You can find information on all your transactions in your feed.

Using your card abroad:

Your Neem card should work anywhere around the world where Mastercard is accepted. When you use your card to make a payment in a foreign currency, we aim to offer you the best exchange rate in the country.

Replacement card:

You will be able to order a replacement card if your card expires, is faulty upon receiving, has been lost or stolen, has been captured by an ATM, or we have canceled your card because we are concerned about fraud.

There is no limit to the number of times you may order a replacement card. However, we reserve the right to reject re-issuance and/or suspend/close your account.

User responsibility:

We encourage users to monitor their account activity, ensure sufficient funds, and promptly address any issues leading to card declines. By using Neem services, users agree to adhere to this fair usage policy regarding transactions.

This fair usage policy is in place to sustain a reliable and cost-effective service for all our users. We appreciate your understanding and cooperation.

You agree to us using your information:

By accepting these terms, you agree to us using your information to send and receive payments on your account. If you’re not willing for us to use or store your information, we reserve the right to close your account. We may keep your personal data and use it where we have lawful reasons to do so (see our Privacy Policy).

If something goes wrong:

Please keep your phone, card and PIN safe at all times. If we discover any security issues affecting your account, we’ll contact you as soon as possible in the most secure way, using one of our usual channels (see ‘How will we contact you’ above).

If your card is lost or damaged, or you see transactions in the app that look wrong, please freeze your card in the app and tell us as soon as possible.

We’ll usually refund you any money if:

• It was taken after you froze your card in the app, unless you acted fraudulently or were negligent
• Any money you lost due to our mistakes or inaccuracies

But you won’t be able to claim back money you’ve lost if:

• You gave us incorrect instructions or we can prove that the bank we sent your payment to received it (although we’ll still try to help you recover your money)
• You purposefully didn’t keep your phone, card or PIN safe, you were negligent in not keeping them safe, your account is in overdraft, or you gave them to someone else
• You acted fraudulently

Closing your account:

You can close your account at any time. If you’d like to, please get in touch with us. You’ll need to repay any money you owe us before we can close your account. Once we’ve closed it, your card will be inactive and you won’t be able to access your account.

We can suspend or close your account. However, we may close your account or stop you from using your card and app immediately if we believe you have:

• Broken the terms of this agreement
• Broken the law or attempted to break the law
• Put us in a position where we might break the law
• Undertaken any activity or transaction which poses a threat to the Neem account or application security
• Given us false inaccurate or un-authorised information at any time
• Used your Neem account to pay for any illegal or abusive activities, engage in unlawful or fraudulent activities, exploit or get around any usage restrictions set by a service provider your Neem account is registered with
• A direct or indirect link with accounts associated with any fraudulent activity
• Any suspicious account activity
• If the user attempts to damage the reputation or goodwill of Neem , anyone at Neem or a member of our community
• Misused or abused any of our services in any manner whatsoever including the app, website or your Neem card

Moreover, monitoring suspicious transactions is essential to our function. You must comply with any request to provide additional information concerning any transaction that you have carried out, within a reasonable time frame. Failure to do so may result in suspension or closure of your account. If we exercise our rights to limit or refuse your access to our services, we will not be responsible for any consequences of our refusal, including any delay, damage or inconvenience you may suffer as a result.

How to make a complaint?

If you have a complaint, please contact us at support@neem.io and we’ll do our best to fix the problem (see ‘How to contact us’ above).

Making changes to this agreement:

These terms & conditions  will always be available in the app and on our website. We can make changes to it from time to time and we’ll notify you on any of our channels. You should check this Agreement on the Website periodically for changes. All changes shall be effective upon posting, and we will also revise the “last updated” date stated above. Neem may terminate, suspend, change, or restrict access to all or any part of the its Services at any time without notice or liability in its sole discretion.

If you don’t agree to the change implemented, you may notify us, upon which we will close your account. Any outstanding debts owed to Neem must be settled. In the absence of communication from you, we will consider your acceptance for the modifications. By continuing to use the platform, you acknowledge acceptance of any revised terms.

The laws of Islamic Republic of Pakistan apply to these terms & conditions and any disputes will be settled by the courts of Pakistan.