Grievance Redressal Policy

This Grievance Redressal Policy outlines the process for addressing complaints, concerns, and grievances raised by customers, merchants, and partners of NOVAPAY Fintech Solutions Private Limited. Our objective is to ensure that all grievances are resolved in a fair, transparent, and timely manner.

This policy applies to all grievances related to products, services, and operations of NOVAPAY Fintech Solutions, including but not limited to:

• Payment processing issues
• Transaction failures or delays
• Merchant onboarding concerns
• Payout discrepancies
• Service quality issues
• Data privacy and security concerns

We are committed to resolving grievances within the following timeframes:

When filing a grievance, please provide the following information:

• 1Your full name and contact details
• 2Transaction ID or Reference Number (if applicable)
• 3Date and time of the incident
• 4Detailed description of the issue
• 5Supporting documents or screenshots (if any)
• 6Expected resolution or relief sought

Upon receipt of your grievance, we will provide an acknowledgment with a unique complaint reference number within 24 hours. This reference number should be used for all future correspondence regarding your complaint.

Our grievance resolution process includes:

• Thorough investigation of the complaint
• Regular updates on the status of your grievance
• Fair and impartial assessment of the issue
• Written communication of the resolution
• Implementation of corrective measures where applicable

All grievances and related communications are treated with strict confidentiality. Personal information provided during the grievance process will be used solely for the purpose of resolving your complaint and will be handled in accordance with our Privacy Policy.

If you are not satisfied with the resolution provided by NOVAPAY, you may escalate your grievance to the appropriate regulatory authority or ombudsman as per applicable laws and regulations. We will provide relevant information and assistance for such escalation upon request.

This Grievance Redressal Policy is reviewed periodically to ensure its effectiveness and compliance with regulatory requirements. Any updates to this policy will be communicated through our website and other appropriate channels.