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By using our website, you hereby consent to our Privacy Policy and agree to its Terms and Conditions

Dispute Resolution and Grievance Policy

We value your trust & understand that there may be situations where you need to address concerns or grievances. This Customer Grievance Policy outlines our commitment to addressing and resolving grievances in a transparent and efficient manner.

The purpose of this policy is to:

• Define the process for customers to raise grievances.
• Ensure timely and fair resolution of grievances.

Customers can submit grievances through the following channels:

• Email: Send an email to (_______Email ID_______)
• Phone: Contact our merchant support team at (_______Contact number_______)
• Online portal: Utilize our dedicated online portal for grievance submission. (if applicable)

When submitting a grievance, please provide the following information:

• Details of the service/ product for which the payment was made/ initiated.
• A clear description of the grievance, including relevant transaction details like Order ID/ Reference number.
• Any supporting documents or evidence including images of the product etc.
• We will never ask you for credit card details, OTP, Password etc. Please do not share it with anyone even if claiming to be our representative.

Upon receiving a grievance, we will follow these steps:

• Acknowledgment: We will promptly acknowledge receipt of your grievance within (_______No. of hours_______) hours/days.
• Investigation: Our dedicated grievance resolution team will thoroughly investigate the matter, including reviewing transaction records, communication history, and any supporting documents.
• Resolution: We will work diligently to resolve the grievance as quickly as possible and keep you informed.
• Communication: We will keep you informed throughout the resolution process, providing updates and the expected time frame for resolution.
• Closure: Once the grievance is resolved, we will notify you of the outcome and actions taken.

Escalation: If you are not satisfied with the resolution provided, you have the option to escalate the grievance to a higher authority within our organization as per details below:

• Name of grievance officer: (_______Name of officer_______)
• Email ID of grievance officer: (_______Contact number_______)

While escalating the matter to the Grievance Officer, you are requested to share complete details of grievance raised with the Support/ Help-Desk team and resolution provided.

Feedback: We value your feedback on our grievance resolution process. Your input is essential in helping us improve our services and prevent similar grievances in the future. You can share your feed-back with us at (_______Email ID_______)