Grievance Redressal

1. Purpose of the Grievance Redressal Mechanism

RupyPay is committed to addressing complaints and service concerns raised by customers, retailers, distributors, franchise partners and other users of our services.

This grievance mechanism provides a structured process for reporting service issues, transaction concerns, account matters and other complaints.

2. How to Raise a Complaint

Customers and partners may contact RupyPay through the available support channels.

3. Information Required for a Complaint

To help us investigate and resolve your complaint efficiently, please provide:

• Your name and registered mobile number.
• Transaction or reference number, if applicable.
• Date and approximate time of the transaction.
• Description of the issue or complaint.
• Relevant screenshots or supporting documents, where applicable.

Please avoid sending sensitive authentication information such as passwords, PINs or OTPs.

4. Grievance Resolution Process

Complaints are reviewed based on the information provided and the nature of the issue.

5. Resolution Timeline

We aim to acknowledge and investigate complaints as promptly as reasonably possible.

Resolution time may vary depending on the nature of the complaint, transaction type, involvement of third-party banks or payment networks, documentation requirements and applicable regulatory processes.

6. Escalation of Complaints

If you are dissatisfied with the response received from our support team, you may request escalation by contacting us through the grievance contact details provided below.

Please mention the earlier complaint/reference number when requesting escalation so that we can review the previous correspondence.

7. Fraud & Security Related Complaints

If you notice an unauthorized transaction or suspect fraudulent activity, contact RupyPay immediately through the available support channels.

• Do not share OTPs or PINs with anyone.
• Do not share your account password.
• Do not install unknown applications requested by strangers.
• Keep transaction/reference details available for investigation.

8. Grievance Contact

For grievance-related concerns, please contact: