GRIEVANCE REDRESSAL POLICY

Last Updated: February 1, 2026 | Effective Date: September 9, 2024

In accordance with Rule 3 of the Information Technology (Intermediary Liability and Digital Media Ethics Code) Rules, 2021, as amended from time to time, and in full compliance with applicable Reserve Bank of India (RBI) guidelines and circulars, PAYCLOUD INFOTECH SOLUTIONS PRIVATE LIMITED has established this Grievance Redressal Policy ("GRP").

This Policy provides a transparent, accessible, and structured mechanism for the receipt, investigation, and resolution of complaints raised by Users of the Platform www.ezypayment.in. The Company is committed to resolving all grievances in a fair, impartial, timely, and transparent manner.

1. Nodal Grievance Officer

The Company has appointed a Nodal Grievance Officer responsible for receiving, investigating, coordinating, and communicating the resolution of all grievances.

Designation: Nodal Grievance Officer
Company: PAYCLOUD INFOTECH SOLUTIONS PRIVATE LIMITED
Email: grievance@ezypayment.in
Response Time: Within 24 hours of receipt
Target Resolution Time: Within 15 calendar days
Maximum Resolution Time: Within 30 calendar days (as per RBI guidelines)

Office Address:
PAYCLOUD INFOTECH SOLUTIONS PRIVATE LIMITED
A-6, 2nd Floor, Luv Kush Tower,
Exhibition Road, Bank Road (Patna),
Patna, Phulwari, Bihar, India – 800001

2. How to Raise a Grievance

Users may raise grievances through any of the following channels:

Email: Send a detailed email to grievance@ezypayment.in with Transaction ID or Account Number in the subject line.
In-App Support: Log in to your account and submit a grievance through the Help Centre or Support section.
Written Complaint: Send a written complaint by registered post or courier to the Company’s registered office.
Telephone: Contact the Company’s support helpline during business hours and obtain a complaint reference number.

3. Information to Be Provided

To ensure prompt resolution, Users should provide:

Full legal name as per the registered account
Registered email address and/or mobile number
Account number or User ID (if available)
Transaction ID or reference number (if applicable)
Date and time of the transaction or issue
Detailed description of the complaint
Supporting documents or evidence
Desired resolution or outcome

Incomplete information may delay resolution. The Company may request additional details during investigation.

4. Grievance Resolution Process

4.1 Acknowledgment

Acknowledgment shall be sent within 24 hours with a unique reference number and expected resolution timelines.

4.2 Initial Review & Triage

An initial assessment shall be conducted within 2 business days.

4.3 Investigation

A detailed investigation shall be carried out in coordination with relevant internal departments and Merchants (where applicable).

4.4 Resolution

Complaints shall be resolved within 15 calendar days, extendable to a maximum of 30 calendar days in exceptional cases.

4.5 Communication of Outcome

The outcome shall be communicated in writing, including findings, actions taken, and escalation options.

4.6 Closure

The complaint shall be considered closed unless further action is requested within 7 business days.

5. Service Level Agreement (SLA)

Activity	Timeline	Applicable To
Acknowledgment of Complaint	Within 24 hours	All complaints
Initial Review & Triage	Within 2 business days	All complaints
Investigation Completion	Within 10 business days	All complaints
Target Resolution	Within 15 calendar days	All complaints
Maximum Resolution	Within 30 calendar days	Exceptional cases
Communication of Outcome	Within 2 business days	All complaints
Appeal Decision	Within 15 business days	Escalated complaints

6. Escalation

Internal Escalation: Email legal@ezypayment.in
RBI Ombudsman: As per RBI Ombudsman Scheme
Consumer Disputes Redressal Commission: As per Consumer Protection Act, 2019
Law Enforcement: Cyber Cell / Police in case of fraud or crime
Data Protection Authority: For data protection related issues

7. Confidentiality

All grievances shall be treated as confidential and disclosed only as required by law or for resolution purposes.

8. Record Keeping

Records of all complaints shall be maintained for a minimum period of five (5) years and made available to regulators upon request.

9. Feedback & Continuous Improvement

Users may provide feedback after resolution. The Company periodically reviews feedback to improve grievance handling and service quality.