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Grievance Policy

Last Updated: September 21, 2025

1. Introduction

At EverSafePay, we are committed to providing exceptional service to our customers. This Grievance Policy outlines our approach to addressing and resolving customer complaints in a fair, transparent, and timely manner, in compliance with the Reserve Bank of India's guidelines for payment system operators.

We value customer feedback and consider it an opportunity to improve our services. This policy establishes the framework for handling grievances received from our customers regarding our products, services, or staff behavior.

2. Objectives

The objectives of this policy are to:

  • Provide a transparent and fair mechanism for grievance redressal
  • Ensure timely resolution of customer complaints
  • Maintain records of all complaints and their resolution
  • Identify systemic issues and implement corrective measures
  • Comply with regulatory requirements set forth by the Reserve Bank of India
  • Enhance customer confidence in our services

3. Scope

This policy applies to all complaints received from:

  • Merchants using our payment gateway services
  • End customers making payments through our platform
  • Business partners and stakeholders
  • Any other individual or entity with a legitimate grievance regarding our services

The policy covers complaints related to:

  • Transaction disputes and failed transactions
  • Service quality and performance issues
  • Charges and fee discrepancies
  • Settlement and payout delays
  • Data privacy and security concerns
  • Website or application functionality issues
  • Staff behavior and customer service

4. Grievance Redressal Process

We follow a structured process for addressing customer grievances:

1

Submission of Complaint

Customers can submit complaints through multiple channels including email, phone, web form, or directly through their dashboard.

2

Acknowledgment

We will acknowledge receipt of the complaint within 24 hours of receiving it, providing a unique reference number for tracking.

3

Investigation

Our grievance officer will investigate the complaint thoroughly, which may involve reviewing transaction records, system logs, and communication history.

4

Resolution

We aim to resolve complaints within 7 working days. For complex issues requiring more time, we will provide interim updates every 3 days.

5

Closure

Once resolved, we will communicate the outcome to the customer and close the complaint with their confirmation. Unresolved complaints will be escalated as per our escalation matrix.

5. Channels for Complaint Submission

Customers can register their grievances through any of the following channels:

5.1 Online Channels

  • Dashboard: Registered merchants can raise tickets directly from their dashboard
  • Email: support@eversafepay.com
  • Web Form: Complaint form available on our website
  • Mobile App: In-app support feature (when available)

5.2 Offline Channels

  • Phone: +91-XXXXXXXXXX (Available during business hours)
  • Postal Mail: xxxx Area, Maharastra, India
  • In-Person: By prior appointment at our office

Note: For faster resolution, please include your merchant ID, transaction ID (if applicable), and complete details of the issue when submitting your complaint.

6. Timelines for Resolution

We are committed to resolving complaints within defined timelines as per RBI guidelines:

6.1 Standard Complaints

  • Acknowledgment: Within 24 hours of receipt
  • Resolution: Within 7 working days

6.2 Complex Complaints

  • For complaints requiring detailed investigation, resolution may take up to 15 working days
  • We will provide interim responses every 3 working days
  • If resolution exceeds 15 days, we will seek an extension from the customer with justification

6.3 Transaction-related Complaints

  • Failed transaction complaints: Resolution within 3 working days
  • Chargeback disputes: Resolution as per card network guidelines (typically 30-45 days)
  • Fraud complaints: Immediate acknowledgment and investigation within 24 hours

7. Escalation Matrix

If a customer is not satisfied with the initial resolution, they may escalate the complaint through the following levels:

Level 1: Customer Support Executive

  • Initial point of contact for all complaints
  • Resolution timeframe: 3 working days

Level 2: Senior Support Manager

  • Escalation if unresolved at Level 1
  • Resolution timeframe: 4 additional working days

Level 3: Grievance Officer

  • Final escalation within the organization
  • Resolution timeframe: 5 additional working days

Level 4: RBI Ombudsman

  • If unresolved after 30 days from initial complaint
  • If dissatisfied with our final resolution
  • Customers can approach the RBI Ombudsman for payment and settlement systems

RBI Ombudsman Contact: The Reserve Bank of India, Consumer Education and Protection Department, Central Office, Mumbai. Website: https://rbi.org.in

8. Grievance Officer

As required by the Information Technology Act, 2000 and Rules thereunder, we have appointed a Grievance Officer to oversee the complaint redressal mechanism:

Name: Mr. M.K Mehta
Designation: Grievance Officer
Email: support@eversafepay.com
Phone: +91-XXXXXXXXXX
Address: xxxx Area, Maharastra, India

The Grievance Officer is responsible for:

  • Overseeing the grievance redressal process
  • Ensuring timely resolution of complaints
  • Maintaining records of all complaints received and resolved
  • Providing periodic reports to management on complaint trends
  • Liaising with regulatory authorities as required

9. Record Keeping

We maintain records of all customer complaints for a minimum period of 8 years, which includes:

  • Customer details and contact information
  • Nature of the complaint
  • Date and time of receipt
  • Action taken and resolution provided
  • Date of resolution
  • Customer feedback on resolution

These records are used for:

  • Quality improvement and service enhancement
  • Training purposes
  • Compliance with regulatory requirements
  • Analysis of complaint trends and patterns

10. Submit a Grievance

If you have a complaint or grievance, please fill out the form below:

Alternatively, you can email us directly at support@eversafepay.com or call us at +91-XXXXXXXXXX.

11. Policy Review

This Grievance Policy is reviewed annually or as needed to incorporate changes in regulatory requirements and business processes. The latest version of this policy is always available on our website.

We reserve the right to modify this policy at any time. Customers will be notified of significant changes through appropriate channels.

Note: This policy has been formulated in compliance with the Reserve Bank of India's circular on "Ombudsman Scheme for Digital Transactions" and other applicable guidelines for payment system operators.