Grievance Redressal Policy

Purpose and scope

RupeeBiz aims to resolve complaints fairly, promptly and transparently. This policy applies to complaints from Partners and their authorised users, from end customers whose transaction was processed through our platform, and from any individual raising a concern about the handling of their personal data.

End customers should first raise the matter with the platform on which the transaction was made. The Partner owns the customer relationship and holds the customer's account context; RupeeBiz supports the Partner in investigating and responding.

What to include in a complaint

So that we can investigate without a further round of questions, please include:

• your name, the entity you represent and a contact email or phone number;
• the transaction reference and your own reference identifier, where the complaint concerns a transaction;
• the date, time, amount, operator or biller and identifier used;
• a clear description of the issue and what outcome you are seeking;
• copies of any relevant correspondence or screenshots, with sensitive details masked.

Escalation levels

Level 1 — Support

Raise the matter through the support channel notified to you, or by writing to sales@rupeebiz.com. Most issues, including transaction status and reconciliation queries, are resolved at this level.

Level 2 — Grievance Officer

If the response at Level 1 is unsatisfactory, or if no substantive response has been received within a reasonable time, escalate to the Grievance Officer.

Grievance Officer
Email: legal@rupeebiz.com
Postal address: TRUEHOST IT SERVICES PVT LTD., Office No. 1007A, Newa Bhakti Knowledge City, IT-06, Airoli Knowledge City, TTC Industrial Area, Airoli, Navi Mumbai, Maharashtra 400708, India.

Level 3 — Management review

If the matter remains unresolved after Level 2, it may be escalated for management review. The reviewer will be someone who was not involved in the earlier handling of the complaint.

Level 4 — External remedies

Nothing in this policy limits your right to approach the competent authority, ombudsman or court having jurisdiction over the subject matter of your complaint.

How we handle a grievance

• Acknowledgement. We acknowledge a complaint received through the correct channel and record it with a reference number.
• Assessment. We review the records available to us, including transaction logs and correspondence.
• Upstream enquiry. Where the outcome depends on a telecom operator, utility or biller, we take the matter up with them. Timelines in such cases are subject to the operator or biller.
• Response. We communicate the outcome and the reasoning to the complainant, and where a corrective action is due, we confirm what has been done.
• Closure. The complaint is closed once the outcome has been communicated. It may be reopened if new information becomes available.

We aim to acknowledge and resolve complaints as quickly as the circumstances allow. Fixed acknowledgement and resolution periods are not stated on this page until they have been confirmed.

Records and review

Grievance records are retained for the period required for audit and legal purposes and are reviewed periodically so that recurring issues can be addressed at their root. Retention periods are as described in our Privacy Policy.

Fair treatment

A complainant will not be disadvantaged for raising a genuine complaint in good faith. Complaints that are abusive, repetitive without new information, or made with the intent to harass may be closed with an explanation.