Grievance Redressal Policy

1. Purpose & principles

YouPay Wallet is committed to resolving user complaints fairly, promptly and transparently. This policy sets out how a complaint travels through our organisation and what you can expect at each stage.

Our commitments:

• Every complaint is logged and given a unique ticket number.
• Every complaint is acknowledged within 48 hours of receipt.
• You are told the outcome, including the reason, not just the decision.
• Escalation is always available and never depends on our discretion.
• Complaints are handled without discrimination and with confidentiality.

2. What this covers

You may raise a grievance about any of the following:

• a transaction that failed, is stuck as pending, or was debited without the service being delivered;
• a refund that has not been received within the timelines in our Refund & Cancellation Policy;
• an incorrect fee or charge;
• unauthorised or suspicious activity on your account;
• the handling of your personal data under our Privacy Policy;
• the conduct or responsiveness of our support team; or
• any other aspect of the Service.

3. Level 1 — Customer support

Your first point of contact for everything.

Most matters are resolved at this level. If your issue depends on a third party, we will tell you that, and keep you updated while we chase it.

4. Level 2 — Nodal officer

Escalate here if your complaint is not resolved within the Level 1 timeline, or if you are not satisfied with the resolution offered.

The Nodal Officer reviews the case independently of the agent who handled it at Level 1.

5. Level 3 — Grievance officer

The final internal stage. The Grievance Officer is appointed in accordance with the Information Technology Act, 2000 and the rules made under it, and also handles complaints relating to the processing of personal data.

The Grievance Officer will give you a written decision setting out the findings and the reasons for them.

6. Timeline summary

Where a complaint depends on a third party — a bank, Operator or Biller — resolution may take longer than the target. In such cases we will tell you why, and give you an expected date rather than leaving the ticket silent.

7. What to include in your complaint

Complaints are resolved much faster when they arrive complete. Please include:

• your registered mobile number;
• the YouPay transaction reference number, and the date, time and amount;
• the service involved and the number, consumer ID or beneficiary details used;
• for wallet top-up issues, the bank reference (UTR / RRN) and a screenshot of the bank statement entry;
• any previous ticket number, if you are escalating; and
• a short description of what you expected to happen and what actually happened.

8. When a complaint is closed

A complaint is treated as closed when:

• the issue has been resolved and you have been informed of the outcome;
• we have explained, with reasons, why the matter cannot be resolved in your favour; or
• we have requested information necessary to investigate and received no response within 15 working days — in which case you may reopen the ticket at any time by replying with the information.

9. External escalation

If your complaint remains unresolved after Level 3, or if you are dissatisfied with the final decision, you may pursue the matter through:

• the grievance mechanism of the bank or payment partner that processed the transaction, whose details we will provide on request;
• the appropriate consumer redressal forum under the Consumer Protection Act, 2019;
• the National Cyber Crime Reporting Portal for fraud-related matters; or
• any other authority having jurisdiction over the subject matter.

We will co-operate fully with any such proceeding and supply the transaction records required.

10. Contact details