Device Lock & Unlock Policy

This page sets out, in one place, the safeguards that must be satisfied before, during and after any device restriction. It restates and consolidates the policy already described on the EMI Protection page.

Required safeguards

  • Prior payment reminders must have been sent before a restriction is considered.
  • The retailer must give appropriate notice and a reasonable opportunity to resolve the overdue payment before any restriction is applied.
  • Any payment dispute (e.g. a customer who has paid but the payment has not been reflected) must be verified and, if genuine, corrected before or immediately after a restriction.
  • Reasonable protection against an incorrect device restriction - the amount and status must be verified against the dashboard record before a restriction is triggered.
  • Essential emergency functions must remain available at all times, including incoming calls and Emergency SOS/emergency dialing - a restriction never blocks these.
  • No access to the customer's private contacts, SMS, call logs, personal photos or other unrelated phone content - device management is limited to the registration, lock/unlock and check-in functions described on the EMI Protection page.
  • Prompt unlocking once the relevant payment is verified - the restriction is lifted automatically on the device's next check-in.
  • A complete audit log of every restriction and unlock event is kept against the device's record.

No automatic lock merely because a due date has passed

An EMI due date passing, on its own, does not trigger a full-device lock. The grace period, notice and dispute-verification steps above must all complete first, in line with the retailer's configured policy and applicable law.

Review

This policy is a technical and operational framework. Retailers are encouraged to have their actual device-restriction workflow, and the underlying installment sale agreement it is applied under, reviewed by a qualified Indian technology and commercial law practitioner for their specific business.

Last updated: 12 November 2026.