Grievance Redressal Policy

1. Introduction

This Grievance Redressal Policy sets out the process by which Users of bigpaybharat.com ("Platform", "BigPayBharat"), operated by Weserv Techno Innovative Pvt Ltd ("Company", "we", "us", "our"), can raise complaints or concerns and have them addressed in a fair, transparent, and timely manner.

This Policy applies to all Users, including Retailers, Distributors, Master Distributors, and end customers availing services through our network, and should be read together with our Terms & Conditions, Privacy Policy, and Refund Policy.

2. Objective

The objective of this Policy is to:

• Provide Users with a clear and accessible mechanism to raise complaints regarding transactions, services, or conduct on the Platform
• Ensure grievances are acknowledged, investigated, and resolved within defined timelines
• Minimise instances of unresolved complaints through periodic review and escalation
• Maintain transparency and accountability at every level of the redressal process

3. Guiding Principles

Users are treated fairly and consistently at all times. Complaints are dealt with courteously and resolved within agreed timelines. Users are kept informed of the channels available to escalate a grievance, and all employees work in good faith and without bias while handling a complaint.

4. Channels to Raise a Grievance

A grievance may be raised through any of the following channels:

• The Support/Helpdesk section of your Retailer dashboard on the Platform
• Email to our support team at the address in Section 10
• Written communication addressed to our registered office at the address in Section 10
• Escalation directly to the Grievance Officer named in Section 7, where the matter has not been resolved by the first level of support

When raising a grievance, please provide your registered mobile number/User ID, the relevant transaction ID and date (where applicable), and a clear description of the issue, along with any supporting documents or screenshots.

5. Escalation Matrix

Level	Handled By	When to Escalate
Level 1	Support/Helpdesk team	First point of contact for all complaints
Level 2	Grievance Officer	If not resolved by Level 1 within the timeline in Section 6
Level 3	Designated Director / Senior Management	If not resolved by the Grievance Officer within the timeline in Section 6

Users are encouraged to allow each level a reasonable opportunity to resolve the grievance before escalating further.

6. Resolution Timelines

• Acknowledgement of a grievance: within 24–48 hours of receipt
• Resolution by Level 1 (Support/Helpdesk): typically within 7 working days
• Resolution on escalation to the Grievance Officer: typically within 15 working days of escalation
• Resolution on further escalation to senior management: typically within 30 days of the original complaint

Timelines involving reversal or reconciliation of funds may additionally depend on confirmation from our banking, NPCI, or payment gateway partners, as described in our Refund Policy.

7. Grievance Officer

In accordance with the Information Technology Act, 2000 and rules made thereunder, and applicable RBI/NPCI guidelines for payment system participants, the details of the Grievance Officer are provided below. If your complaint remains unresolved by our Support/Helpdesk team, you may escalate it to:

8. Record Keeping & Reporting

We maintain a record of all grievances received, including the date of receipt, nature of the complaint, action taken, and date of resolution. This record is reviewed periodically by senior management to identify recurring issues and improve our Services and internal processes.

9. Changes to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our practices, regulatory requirements, or internal processes. The updated version will be posted on this page with a revised "Last Updated" date. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.

10. Contact Us

For any grievance-related queries, please contact us at: