Grievance Redressal Policy

1. Introduction

UPITranzact is committed to providing a seamless and trustworthy experience for all its users and merchants. We take customer concerns seriously and aim to resolve all grievances efficiently and transparently in a timely manner.

This policy outlines the framework for addressing complaints, disputes, and grievances related to services offered by UPI Tranzact.

2. Scope

This policy applies to:

• All users and merchants using UPITranzact's payment services
• Grievances related to transaction failures, settlement issues, unauthorized charges, service dissatisfaction, or technical support

3. Grievance Officer Details

As per regulatory compliance under the Information Technology Act, 2000 and applicable payment guidelines, the designated Grievance Officer is:

4. Grievance Submission Process

Users may raise their concerns through any of the following channels:

4.1 Contact Channels

• Email: Send your complaint with full details to aaryan.singh@upitranzact.com
• Customer Care: Reach our support team at the contact number available on our website
• Contact Form: Submit an inquiry via the support/contact page on www.upitranzact.com

4.2 Required Information

Please include the following in your complaint:

• Registered mobile number or email
• Transaction ID or reference number (if applicable)
• Description of the issue

5. Escalation Matrix

If a user is not satisfied with the resolution provided, they may escalate the matter to the compliance officer or management team by writing to:

• Email: escalation@upitranzact.com (if applicable)
• Expected Resolution Time: Within 7 working days

6. Our Commitment

We are dedicated to resolving customer grievances in a timely and transparent manner. Our policy is built on the principles of fairness, accessibility, and responsiveness.

7. Grievance Redressal Mechanism

Customers can raise a grievance through the following steps:

Step 1: Customer Support

For any initial queries or complaints, please contact our customer support team. Most issues can be resolved at this stage.

• Email: support@upitranzact.com
• Phone: +91 92863 38898
• Contact Form: Use the form on our Contact Us page.

Our support team will acknowledge your complaint within 24 business hours and aim to resolve it within 3-5 business days.

Step 2: Escalation to Grievance Officer

If you are not satisfied with the resolution provided by our customer support, you may escalate your complaint to our designated Grievance Officer.

• Name: Aaryan Singh
• Email: aaryan.singh@upitranzact.com
• Address: UPITranzact Grievance Cell, 83, DARAULI, ZAMANIA, Zamania Bazar, Zamania, Ghazipur- 232329, Uttar Pradesh

The Grievance Officer will review your complaint and provide a resolution within 7-10 business days of receiving the escalated complaint.

Step 3: Further Escalation

If your grievance remains unresolved after escalating to the Grievance Officer, you may have further avenues for redressal as per applicable laws and regulations. We will provide you with information on these options upon request.

8. Timelines

• Initial response to complaint: within 24 business hours
• Resolution by Customer Support: 3-5 business days
• Resolution by Grievance Officer: 7-10 business days
• Grievance Officer Response Time: Within 72 business hours from receipt of grievance
• Escalation Resolution: Within 7 working days

We strive to resolve all complaints as quickly as possible, and these timelines are indicative. Complex issues may require more time.

9. Review & Compliance

This policy is reviewed periodically to ensure compliance with applicable laws and regulatory requirements. Updates, if any, will be published on our website.

10. Contact Information

For more information about our services, please refer to our Privacy Policy and Terms and Conditions.