Customer Grievance Redressal Policy
1. Introduction
At Finacus Solutions Private Limited, we are committed to providing a seamless and
secure online payment experience for our customers. However, we understand that issues
may arise, and we take customer grievances seriously. This policy outlines our grievance
redressal mechanism to ensure prompt resolution of customer complaints related to our
payment processing services.
2. Scope
This policy applies to :
- Merchants using our payment aggregation services.
- End customers making payments through our platform.
- Any individual or entity experiencing issues related to transactions, refunds, chargebacks, security, fraud, or service quality.
3. How to Raise a Grievance
Customers can register grievances through the following channels :
3.1 Email Support
Email us at [support@finacus.co.in] with below information:
- detailed description of the issue,
- including transaction details,
- registered email ID along with relevant screenshots (if applicable).
3.2 Customer Care Helpline
Call our 24/7 Customer Support Number: +91-22-6689 4444
4. Grievance Resolution Process
| Grievance Type | Acknowledgment Time | Resolution Time |
|---|---|---|
| Transaction Failure | Within 24 hours | 3-5 business days |
| Refund / Chargeback Issues | Within 24 hours | 7-10 business days |
| Unauthorized Transactions / Fraud | Within 24 hours | Up to 15 business days |
| Technical Issues (Website/App) | Within 24 hours | 3-7 business days |
| Merchant Account Issues | Within 24 hours | 5-7 business days |
| Other Complaints | Within 24 hours | Case-by-case basis |
Note : Resolution times may vary depending on the nature of the grievance, involvement of
third parties (banks), and regulatory requirements. Customers will be informed of delays, if
any.
5. Escalation Process
If a customer is not satisfied with the response received, they can escalate their grievance
as follows:
5.1 Level 1 – Grievance Officer
- Email: grievanceofficer@finacus.co.in
- Phone: +91-22-6689 4424
- Response Time: 48 hours
5.2 Level 2 – Nodal Officer (Regulatory Complaints)
- If the grievance is not resolved at Level 1, customers may escalate the issue to the Nodal Officer.
- Email: nodalofficer@finacus.co.in
- Response Time: 5 business days
6. Customer Rights & Responsibilities
6.1 Customer Rights
- Right to fair and transparent grievance handling.
- Right to receive timely updates and resolution.
- Right to escalate complaints if unsatisfied with the response.
- Right to data privacy and secure handling of personal information.
6.2 Customer Responsibilities
- Provide accurate details (transaction ID, email, mobile number, etc.).
- Avoid sharing sensitive information (passwords, OTPs) with anyone, including customer service agents.
- Cooperate with our team during the investigation and provide necessary documents when required.
7. Fraud Prevention & Security Advisory
- Finacus Solutions Private Limited will never ask for passwords, OTPs, or confidential banking details.
- If you suspect fraud, report it immediately to fraud@finacus.co.in or call +91-22-6688 4444.
- Customers are encouraged to regularly monitor their transaction history and report discrepancies.
8. Review & Policy Updates
This policy is subject to periodic review to ensure compliance with regulatory requirements
and industry best practices. Any updates will be communicated via our website and email
notifications.
9. Contact Information
For any queries related to this policy, you may reach out to:
Finacus Solutions Private Limited is committed to providing a secure and user-friendly payment experience. Your feedback is valuable, and we strive to resolve all concerns with the highest level of efficiency and professionalism.