Grievance Redressal Policy

Effective Date: [Insert Date]

This Grievance Redressal Policy ("Policy") is framed in strict compliance with:

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• Digital Personal Data Protection Act, 2023 (DPDP Act)
• Applicable consumer protection laws of India

This Policy applies to the mobile application and website (the "Platform") operated by U Pay Digital India Private Limited ("Company", "we", "our", "us").

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1. Purpose of the Policy

The purpose of this Policy is to:

• Provide users with a transparent and effective grievance redressal mechanism
• Ensure timely resolution of complaints and disputes
• Fulfil statutory obligations under Indian law
• Comply with Google Play Store and Apple App Store requirements

2. Applicability & Scope

This Policy covers grievances relating to:

• Recharge and bill payment transactions
• Flight and train ticket bookings
• Failed, pending, or disputed payments
• Refunds and cancellations
• Unauthorized, erroneous, or fraudulent transactions
• Data protection, privacy, and consent-related issues
• App functionality, service availability, or user experience

3. Appointment of Grievance Officer (Statutory Requirement)

In accordance with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and other applicable laws, the Company hereby appoints the following Grievance Officer:

The Grievance Officer is responsible for acknowledging, handling, and resolving grievances in accordance with this Policy and applicable laws.

4. How to File a Grievance

Users may file a grievance through any of the following channels:

• In-App / Website Support: Use the “Help & Support” or “Report an Issue” section within the Platform.
• Email: Send a detailed complaint to the Grievance Officer at [Grievance Email].
• Postal Mail: Write to the address mentioned above (please include your registered mobile number/email for faster resolution).

To help us resolve your grievance quickly, please provide:

• Full name and registered contact details
• Transaction ID / Order ID (if applicable)
• Clear description of the issue and expected resolution
• Any supporting screenshots or documents

5. Resolution Timeline & Process

• Acknowledgment: The Grievance Officer shall acknowledge receipt of the grievance within 24 hours.
• Resolution: The Company shall endeavour to resolve the grievance within 15 days from the date of receipt, as mandated under the Information Technology Rules, 2021.
• Escalation: If the user is not satisfied with the resolution, they may escalate the matter to the designated appellate authority or seek redressal through appropriate legal forums.

6. Data Protection & Privacy Complaints

Grievances related to personal data processing, consent withdrawal, or breach of privacy shall be handled in accordance with the Digital Personal Data Protection Act, 2023 and the Company’s Privacy Policy. Users may contact the Grievance Officer for any data protection concerns.

7. Non-Discrimination & Good Faith

The Company ensures that no user shall face discrimination for filing a grievance. However, baseless, frivolous, or repeatedly vexatious complaints may be rejected after due examination.

8. Changes to the Grievance Policy

The Company reserves the right to modify, amend, or update this Policy at any time to remain compliant with legal requirements and platform guidelines. The updated Policy will be published on the Platform with the revised effective date.

9. Contact Information

• Company Name: U Pay Digital India Private Limited
• Support Email: [support@example.com]
• Registered Address: [Registered Office Address]
• Grievance Officer Email: [grievance@example.com]