Grievance Redressal

1

Overview

This Grievance Redressal Policy ("Policy") has been established by Techpaylogic Technologies Pvt Ltd ("Paylogic") in accordance with:

The Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
The Reserve Bank of India (RBI) Master Directions on Payment Aggregators and Payment Gateways
The Consumer Protection Act, 2019 and applicable rules thereunder
The Digital Personal Data Protection Act (DPDP), 2023

Paylogic is committed to resolving every genuine complaint fairly, promptly, and transparently. We view grievances as opportunities to improve our service and maintain the trust of our merchants and their customers.

Our Commitment

Every complaint logged with Paylogic receives a unique reference number. We acknowledge all complaints within 48 hours and aim to resolve them within 30 business days. For urgent financial matters (transaction failures, wrong debits), we prioritise resolution within 7 business days.

2

Scope of Grievances

This Policy covers complaints and grievances related to Paylogic's services, including but not limited to:

Transaction Issues

Failed payment not refunded
Payment debited but not credited
Wrong amount charged
Duplicate transaction
Refund not processed

Payout & Settlement

Settlement amount mismatch
Delayed settlement
Settlement on hold without notice
Payout failed to beneficiary
Incorrect payout deductions

Account & KYC

Account blocked/suspended
KYC rejection without clear reason
Incorrect merchant details
Onboarding delays
API access issues

Data & Privacy

Unauthorised use of personal data
Data access or deletion requests
Breach notification concerns
Consent-related complaints
Marketing opt-out issues

Service Quality

Delayed or unhelpful support response
Dashboard or API technical issues
Miscommunication or incorrect advice
Billing or fee disputes
Product feature complaints

Compliance & Legal

Terms of Service disputes
Chargeback handling complaints
Merchant agreement breaches
Regulatory compliance concerns
Fraud or security incidents

3

How to Raise a Grievance

You may submit a grievance through any of the following channels. Please include as much detail as possible to help us resolve your complaint quickly.

Email — Recommended

Send your complaint to our dedicated grievance email. Use the subject line: "Formal Grievance – [Your Name / Merchant ID]"

letstalk@paylogic.in

Acknowledged within 48 hours

Phone Support

Call our dedicated support line. Please have your Merchant ID, transaction reference, or account details ready.

+91 848 485 3305

Mon–Fri, 9 AM – 7 PM IST

Contact Form

Use the contact form on our website. Select "Formal Grievance" as the enquiry type to ensure it's routed to our Grievance Officer.

Submit Online Form

Acknowledged within 48 hours

Written / Post

Send a formal written complaint to our registered office. Address it to "The Grievance Officer, Paylogic".

20th Floor, Oberoi Commerz II, International Business Park, Oberoi Garden City, Goregaon East, Mumbai – 400063, Maharashtra

Acknowledged within 5 business days of receipt

What to Include in Your Complaint

For faster resolution, please provide: (1) Your full name and Merchant ID / registered email; (2) Nature of the grievance with specific details; (3) Transaction ID, date, and amount (if applicable); (4) Steps already taken and reference numbers; (5) Desired resolution / outcome; (6) Supporting documents, screenshots, or statements.

4

Three-Level Escalation Framework

Paylogic follows a structured three-level escalation framework to ensure every grievance is reviewed at the appropriate level of authority. Each level has defined timelines and responsible officers.

Level 1

Customer Support Team

First Point of Contact

All complaints are first handled by our trained Customer Support team. They have authority to resolve the majority of issues — transaction disputes, account queries, settlement delays, and technical issues.

Acknowledge within 48 hours
Resolve within 7 business days (financial) or 15 business days (other)
Provide unique complaint reference number
Send interim updates every 3 business days

letstalk@paylogic.in

Escalate if unresolved after Level 1 SLA

Level 2

Nodal / Grievance Officer

Senior Escalation Authority

If your complaint is not resolved at Level 1 within the stipulated timeframe, or if you are unsatisfied with the resolution, you may escalate to our designated Nodal Officer / Grievance Officer. This officer is empowered to override Level 1 decisions and take corrective action.

Acknowledge escalation within 24 hours
Resolve within 15 business days of escalation
Provide written resolution with reasoning
Available during business hours (Mon–Fri, 9 AM – 7 PM IST)

letstalk@paylogic.in (Subject: "Escalation – Nodal Officer")

Escalate if unresolved after Level 2 SLA

Level 3

Regulatory & External Redressal

External Regulatory Authorities

If your grievance remains unresolved after exhausting our internal escalation process, you have the right to approach the appropriate regulatory authority. Paylogic fully cooperates with all regulatory investigations and implements regulatory directives without delay.

RBI Integrated Ombudsman Scheme — for payment-related complaints
Data Protection Board of India — for data privacy complaints
Consumer Forum / NCDRC — for consumer protection disputes
NPCI Dispute Resolution — for UPI / IMPS / NEFT related issues

cms.rbi.org.in — RBI Ombudsman Portal

5

Resolution SLA Timelines

The following timelines govern our grievance resolution commitments. These are our maximum resolution targets — we aim to resolve most complaints well within these periods.

Grievance Type	Acknowledgement	Level 1 Resolution	Level 2 Resolution
Transaction failure / wrong debit	48 hours	7 business days	10 business days
Settlement delay / mismatch	48 hours	7 business days	10 business days
Refund not received	48 hours	10 business days	15 business days
Account suspension / KYC rejection	48 hours	10 business days	15 business days
Data privacy / access requests	48 hours	15 business days	20 business days
API / technical issues	24 hours	5 business days	10 business days
Billing / fee disputes	48 hours	15 business days	20 business days
General service complaints	48 hours	15 business days	15 business days

Business Days

"Business days" means Monday through Friday, excluding national public holidays in India. Timelines begin from the date the complaint is formally acknowledged with a reference number — not the date of first contact.

6

Nodal Officer & Grievance Officer

In compliance with the IT (Intermediary Guidelines) Rules, 2021, the RBI PA/PG Master Directions, and the Consumer Protection Act, Paylogic has designated a Nodal Officer / Grievance Officer to handle escalated complaints and ensure regulatory compliance in our grievance process.

Nodal Officer — Paylogic

Designated under IT Act Rules & RBI PA/PG Guidelines

Organisation Techpaylogic Technologies Pvt Ltd

Address 20th Floor, Oberoi Commerz II, International Business Park, Oberoi Garden City, Goregaon East, Mumbai – 400063, Maharashtra

Email (Escalations) letstalk@paylogic.in

Phone +91 848 485 3305

Availability Monday – Friday, 9:00 AM – 7:00 PM IST

Response SLA Acknowledgement within 24 hours · Resolution within 15 business days

When escalating to the Nodal Officer, please include your original complaint reference number, the date of your Level 1 complaint, a summary of the unresolved issue, and your desired resolution.

7

RBI Integrated Ombudsman Scheme

If your payment-related grievance is not resolved by Paylogic within 30 days of lodging the complaint with us, or if you are not satisfied with our response, you may escalate to the Reserve Bank of India (RBI) Integrated Ombudsman.

RBI Integrated Ombudsman

Complaint Management System — Reserve Bank of India

Online Portal cms.rbi.org.in ↗

Toll-Free Helpline 14448 (9 AM – 5 PM, Mon–Fri)

Email crpc@rbi.org.in

Address Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

Eligibility for RBI Ombudsman

You can approach the RBI Ombudsman if: (1) Your complaint has been pending with us for more than 30 days without resolution; OR (2) You are dissatisfied with our resolution; AND (3) The complaint relates to payment services governed by RBI (payments, payouts, settlements). The Ombudsman scheme is free of charge.

8

IT Act & DPDP Grievance Officer

Under Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Paylogic has designated a Grievance Officer for complaints relating to data privacy, content, and intermediary obligations.

For complaints specifically related to:

Personal data processing, access, or deletion — under DPDP Act, 2023
IT Act / intermediary guideline violations — under Section 79 of IT Act, 2000
Content or misinformation — relating to information hosted on Paylogic's Platform

Please write to our Grievance Officer using the contact details in Section 6. For DPDP-specific escalations, you may also approach the Data Protection Board of India once it becomes operational, or MeitY in the interim.

Grievance Officer (IT Act / DPDP)

Techpaylogic Technologies Pvt Ltd

letstalk@paylogic.in — Subject: "IT Act Grievance" or "DPDP Request"

+91 848 485 3305

IT Act complaints acknowledged within 24 hours · Resolved within 15 days as required by law

9

Tracking Your Complaint

Every complaint logged with Paylogic is assigned a unique Grievance Reference Number (GRN). You can use this number to track the status of your complaint at any time.

01

Complaint Received

Your complaint is registered in our system and you receive an acknowledgement email with your GRN within 48 hours.

02

Under Investigation

Our team reviews your complaint, gathers evidence, contacts relevant teams, and communicates with banking partners if required. You receive updates every 3 business days.

03

Resolution Communicated

We send you a written resolution explaining our finding, the action taken, and the reasoning. For financial corrections, the credit is reflected within 2 business days of the resolution.

04

Closed or Escalated

If you accept the resolution, the complaint is closed. If unsatisfied, you may escalate within 10 business days of receiving the Level 1 resolution. All complaint records are retained for 5 years.

To check the status of your complaint, reply to your acknowledgement email quoting your GRN, or call +91 848 485 3305 with your GRN handy.

10

Policy Updates

This Grievance Redressal Policy is reviewed annually and updated to reflect changes in applicable law, regulatory guidelines, or our internal processes. Any material updates will be communicated to registered Merchants via email and published on this page with an updated "Last Updated" date.

In the event of regulatory changes — such as new RBI directives on payment aggregator grievance handling — this Policy will be updated within 30 days of the effective date of such changes.

For any questions about this Policy, please write to us at letstalk@paylogic.in.