Ezetap Mobile Solutions Private Limited

Customer Grievance Redressal Policy

This Customer Grievance Redressal Policy formulated by Ezetap Mobile Solutions Private Limited aims at ensuring easy accessibility of the complaint facility by customers, and effective and timely redressal of customer complaints / grievances.

1. MODES OF COMPLAINT REGISTRATION

A customer may get in touch with the Company to submit his/ her complaint either in writing, through email or over post/courier in the following ways - .

• Via Web portal
  Customer may write to the ‘Nodal Officer’ of the Company by clicking here
• Via Email
  Customer may write to the ‘Nodal Officer’ of the Company using the following E-mail Portal: https://razorpay.com/pos-grievance-email/
• Via Post / courier
  To,
  Mr. Praveen Pandey
  The Nodal Officer
  Customer Grievance Redressal and Dispute Management
  Ezetap by Razorpay - Payment Solutions
  #153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102

2. ESCALATION MATRIX

2.1. Level 1 Escalation:Registering a Complaint with Customer Support Team

1. Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint through any of the modes mentioned in Section 7 of this policy. However, in case of any trouble faced by the customer in lodging an appropriate complaint, the Company shall endeavor to provide guidance to the customer in this regard.
2. Upon raising a complaint in the manner provided above, the customer shall receive acknowledgement and customer reference number of having received the complaint, within 24 hours of receipt of complaint via email.
3. Company shall send its first response / acknowledgement towards resolution of the complaint within 2 working days of the receipt of complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint. Maximum time to resolve the complaint would be 10 business days from the date of lodging the complaint.
4. In case the complaint is not resolved or customer is not satisfied with the resolution he may escalate the complaint as under –

2.2. Level 2 Escalation: Assistant Nodal Officer

1. In the event that the customer does not receive a proper response, within 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details:
   Ganesh R.
   Assistant Nodal Officer
   Customer Grievance Redressal and Dispute Management
   Ezetap by Razorpay - Payment Solutions
   #153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
   E-Mail Portal: https://razorpay.com/pos-grievance-email/
2. The Assistant Nodal Officer shall send his/her final response to the customer within 20 business days of lodging the complaint. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.

2.3. Level 3 Escalation: Nodal Officer

1. In the event that the customer does not receive a proper response, within 20 business days of lodging the complaint, it may approach the Nodal Officer of the Company, at the following contact details:
   Mr. Praveen Pandey
   Nodal Officer
   Customer Grievance Redressal and Dispute Management
   Ezetap by Razorpay - Payment Solutions
   #153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
   E-Mail ID: nodalofficer-pos@razorpay.com
2. The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
   Note: The customers can raise a complaint along with the TID/MID or the Device Serial number so that our team can track the transaction and provide the possible resolution from our end as early as possible within the given TAT.

Escalation Matrix

Level 1	Customer Support Team	10 business days of receipt of complaint
Level 2	Assistant Nodal Officer	20 business days of receipt of complaint
Level 3	Nodal Officer	30 business days of receipt of complaint

3. SLAs

Following is the illustrative list of overall time-frame to be taken by Ezetap in resolving various types of customer complaints:

Sr.No.	Mode of Complaint Registration	Maximum TAT for resolution
1	Via Web portal	10 days
2	Via Email	10 days
3	Via Post / Courier	10 days

GLOSSARY

1. “Payment Aggregator” or “PA” are entities “that facilitate merchants to accept various payment instruments from the customers for completion of their payment obligations without the need for merchants to create a separate payment integration system of their own. PAs facilitate merchants to connect with acquirers. In the process, they receive payments from customers, pool and transfer them on to the merchants after a time period.”
2. “Payment Gateways” or “PG” are entities “that provide technology infrastructure to route and facilitate processing of an online payment transaction without any involvement in handling of funds.”
3. “Customer Support Representative” is a customer support agent from the Customer support team, which serves as the first point of contact for a customer who wishes to reach out to Razorpay for assistance regarding a query / complaint.

---- end of document----