Grievance Redressal Policy

This policy is framed in line with the RBI's grievance-redressal expectations, the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023. It sets out a clear, escalating path so that your complaint is acknowledged and resolved promptly.

Principles

• Customers are treated fairly and complaints are handled with courtesy and in time.
• Every complaint receives an acknowledgement and a unique reference number.
• Escalation paths and timelines are transparent and published.

Level 1 — Customer Support

Write to support@payzoplus.com or call +91 98932 28615 (Mon–Fri, 10:00–18:00 IST). Most queries are acknowledged the same day and resolved within 1–3 working days.

Level 2 — Grievance Officer

If your complaint is not resolved within 5 working days, or you are dissatisfied with the resolution, escalate to our Grievance Officer:

• Name / Designation: Grievance Officer, Payzoplus Global Private Limited
• Email: grievance@payzoplus.com
• Phone: +91 98932 28615
• Address: Deep Tower, 100/2, Keladevi Road, Vikas Nagar, Mishrilal Nagar, Ganga Nagar, Dewas, Madhya Pradesh 455001, India
• Hours: Mon–Fri, 10:00–18:00 IST

The Grievance Officer acknowledges within 48 hours and provides a final response within 7 working days, in line with the IT Act and applicable rules.

Level 3 — Nodal / Principal Officer

Complaints not resolved at Level 2 may be escalated to the Principal Nodal Officer at nodal@payzoplus.com, who will provide a final disposition.

Level 4 — External escalation

1. RBI Ombudsman:If your complaint relates to a payment transaction and remains unresolved for 30 days, you may approach the RBI's Complaint Management System at cms.rbi.org.in.
2. Data Protection Board of India: For unresolved data-privacy concerns, you may approach the Board under the DPDP Act, 2023.
3. Consumer forums: You may also seek remedies under the Consumer Protection Act, 2019.