Fair Practice Code

01 Overview

In the spirit of responsible and transparent financial services, Dream Loans Financial Services ("Dream Loans", "we", "us", or "our") has enacted this Fair Practice Code (the "Code") for all its operations as a Direct Selling Agent and loan facilitator.

This Code applies to all offices, branches, employees, officers, directors, consultants, and channel partners of Dream Loans Financial Services. All personnel are bound by its provisions in their dealings with customers and prospective customers.

Registered Office: G-55, 3rd Floor, Royal Place, Above LG Showroom, Main Vikas Marg, Laxmi Nagar, Delhi – 110092.

02 Objectives

The objectives of this Code are to:

• Adopt best practices in all dealings with customers and prospective customers.
• Set high operating standards to ensure genuine customer satisfaction at every touchpoint.
• Follow transparent, fair, ethical, and legally tenable practices in conducting business.
• Provide accurate, complete, and honest information to customers and prospective customers to enable informed financial decisions.
• Build a sustainable base of satisfied customers while avoiding association with individuals of doubtful credentials or criminal background.
• Comply at all times with applicable RBI guidelines, TRAI regulations, and other relevant regulatory frameworks governing DSAs and financial intermediaries in India.

03 Our Commitments

Dream Loans Financial Services commits to the following standards in all customer interactions:

• Abide by all applicable laws, regulations, and guidelines issued by the Government of India, the Reserve Bank of India, TRAI, and other relevant regulatory bodies.
• Deliver efficient, professional, and courteous service to every customer.
• Continuously improve internally set benchmarks and practices to stay ahead of industry standards.
• Not discriminate against any customer on the grounds of religion, caste, gender, language, sexual orientation, or physical disability.
• Provide clear and complete information about loan products and services; never resort to misleading or misguiding advertising or publicity.
• Communicate in English or the local language as requested by the customer.
• Not take advantage of any unintentional or clerical error made by the customer.
• Maintain a robust Grievance Redressal Mechanism with a defined escalation matrix and prompt resolution timelines.
• Display this Code on our website and make a copy available to any customer upon request.
• Not share personal information of customers with unauthorised persons or third parties, except where required by law or regulation.

04 Loan Facilitation Process

As a DSA, Dream Loans acts purely as a facilitator between borrowers and partner lenders. Our process standards are as follows:

• Loan application forms and document checklists will be made available to all prospective customers free of cost. Acknowledgement of receipt will be provided in all cases.
• All relevant information relating to a loan — including eligible loan amount, applicable interest rate, processing fees, charges, and repayment terms — will be clearly disclosed by the partner lender before loan sanction. Dream Loans will assist customers in understanding this information.
• Customers will be informed upfront that Dream Loans is a facilitator, not a lender, and that all final decisions on loan approval, interest rate, tenure, and disbursement rest solely with the respective partner bank or NBFC.
• Dream Loans will not collect any payment or fee directly from customers. Any processing fees are collected by the partner lender as per their applicable schedule.
• Applications will be processed as quickly as practicable. In cases of rejection, the customer will be informed with the general reason to the extent permitted by the lender.
• Dream Loans will not alter, modify, or misrepresent any information provided by partner lenders in their loan sanction communications.

05 Marketing & Promotion

Dream Loans is committed to honest and responsible marketing of financial products:

• We will not deliberately promote any loan product with misleading claims, exaggerated promises, or information contrary to what has been disclosed by the customer about their requirements.
• All personnel engaged in marketing and customer interaction are trained and instructed to avoid misrepresentation of products, interest rates, or eligibility criteria.
• Interest rates communicated to customers are indicative figures provided by partner lenders, based on variables such as credit profile, income, loan amount, and prevailing market conditions. Final rates are determined by the lender.
• No marketing communication will imply or suggest that Dream Loans is a direct lender or NBFC.
• Promotional content across all channels — including WhatsApp, Google RCS, SMS, social media, and website — will be factually accurate and compliant with applicable TRAI DLT regulations.

06 Communications — WhatsApp, Google RCS & SMS

Dream Loans uses digital communication channels to keep customers informed and provide timely service. The following standards apply:

• All commercial communications via SMS are sent through TRAI DLT-registered headers and pre-approved message templates only.
• WhatsApp Business communications are sent through the official Dream Loans WhatsApp Business number (+91 98210 81926) and comply with Meta's Business Messaging Policy.
• Google RCS messages are sent through a verified, branded Dream Loans sender profile, ensuring customers can confirm message authenticity before acting on any communication.
• Customers are contacted only after providing explicit opt-in consent. Consent is captured digitally via our website consent form at dreamloan.in/consent and recorded with timestamp.
• Customers may opt out at any time by replying STOP to any message, emailing asad@dreamloan.in, or calling +91 89206 75766. Opt-out requests are processed within 24 hours.
• Dream Loans will never send communications at odd hours (before 9:00 AM or after 9:00 PM) and will not engage in spamming or bulk unsolicited messaging.

07 Recovery Practices

As a DSA, Dream Loans is not involved in direct loan recovery, which is the responsibility of the partner lender. However, the following principles govern any communication we facilitate in this context:

• Dream Loans will not engage in or encourage the use of coercive, threatening, or harassing measures toward any customer regarding loan repayment.
• Reminder communications (if any) will be sent only through legitimate, consent-based channels during permitted hours (9:00 AM to 9:00 PM).
• Dream Loans will not interfere in the private affairs of customers beyond what is necessary for loan facilitation purposes.
• Staff are trained to maintain a respectful, professional tone in all customer communications related to loan status or repayment.
• Any recovery-related activity by partner lenders is governed by the partner's own Fair Practice Code and applicable RBI guidelines, over which Dream Loans has no direct authority.

08 Grievance Redressal Mechanism

Dream Loans will implement all possible steps to prevent and minimise customer grievances. In the event that a customer has a complaint, the following escalation path applies:

09 Grievance Redressal Officer

In accordance with fair practice guidelines, Dream Loans Financial Services has designated the following Grievance Redressal Officer: