Customer Grievance Redressal Policy

Framework: RBI Ombudsman Scheme, 2021 • Ref: CEPD.PR.No.684/13.01.001/2021-22

Version 3.8 (September 2026)

1 Objectives & Guiding Principles

ReffersPay FinCorp Private Limited believes that customer satisfaction and consumer trust are the cornerstones of sustainable digital financial inclusion. In accordance with Reserve Bank of India (RBI) guidelines on Customer Service and Dispute Resolution, we have instituted a comprehensive, transparent, and responsive 4-Tier Customer Grievance Redressal Mechanism.

Fair Treatment All customer and merchant complaints treated equitably without prejudice.

Time-Bound Redressal Strict adherence to statutory turnaround times at every escalation tier.

Clear Traceability Unique complaint Ticket Reference ID generated for real-time tracking.

Tier 1 Escalation TAT: 24 to 48 Hours

Level 1: 24x7 Customer Care Helpdesk

Customers and Merchants encountering transactional issues, pending settlements, or hardware errors should first register a ticket through our front-line care team:

Toll-Free Helpline: 1800 890 2470 (24x7 Multi-Lingual)

Customer Support Email: support@refferspay.world

Upon logging a complaint, an automated Ticket ID (e.g. RP-DIS-2026-9812) is dispatched via SMS & Email.

Tier 2 Escalation TAT: 7 Business Days

Level 2: Statutory Grievance Redressal Officer

If your complaint is not resolved within 48 hours at Level 1, or if you are dissatisfied with the response provided, you may escalate directly to our appointed Grievance Redressal Officer:

Name of Officer: Mr. Rajeshwar Sharma

Designation: Vice President - Regulatory Compliance

Direct Escalation Email: grievance@refferspay.world

Postal Address: Grievance Redressal Cell, ReffersPay FinCorp Private Limited, 6th Floor, Building 10C, DLF Cyber City, Phase 2, Gurugram, HR 122002

Tier 3 Escalation TAT: 15 Business Days

Level 3: Principal Nodal Officer / Head of Compliance

If the resolution at Level 2 is inconclusive or exceeds 7 business days, the grievance is reviewed by the Principal Nodal Officer:

Designation: Principal Nodal Officer (PNO)

Direct Email: nodal.officer@refferspay.world

Office Hours: Monday to Friday (10:00 AM – 6:00 PM IST)

Tier 4 Apex Escalation Statutory Regulatory Body

Level 4: Reserve Bank of India (RBI) Integrated Ombudsman Scheme

If your complaint remains unresolved within thirty (30) days of initial registration, or if you receive an unsatisfactory resolution from our Principal Nodal Officer, you may escalate directly to the RBI Integrated Ombudsman:

Online RBI Complaint Management System (CMS): https://cms.rbi.org.in

RBI Toll-Free Helpline: 14448 (9:30 AM to 5:15 PM)

Physical Mailing Address: Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017

6 Statutory Turnaround Time (TAT) Summary

Escalation Tier	Designated Authority	Mandatory Resolution TAT	Channel
Level 1	Customer Care Desk	24 to 48 Hours	1800 890 2470 / support@refferspay.world
Level 2	Grievance Redressal Officer	7 Working Days	grievance@refferspay.world
Level 3	Principal Nodal Officer	15 Working Days	nodal.officer@refferspay.world
Level 4	RBI Banking Ombudsman	Per RBI Ombudsman Procedure	cms.rbi.org.in / 14448

7 Information Required to File a Dispute

To ensure expeditious resolution, please have the following transaction details ready when submitting your grievance:

12-digit Retrieval Reference Number (RRN) from your transaction slip or SMS.
Date and precise timestamp of the transaction attempt.
Registered Merchant Terminal ID / BC Code and Customer Mobile Number.
Transaction Amount (₹) and Beneficiary Bank / Biller Name.
Screen recording or digital receipt of the error state, if available.

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