Grievance Redressal Policy
Objectives and Scope
Pay Money India is committed to delivering exceptional service to its customers and partners. This Grievance Redressal Policy has been established to provide a structured mechanism for effective resolution of all complaints received by PayMoney.
This policy outlines the escalation matrix for grievances and applies to all products and services offered by PayMoney. It aims to enhance customer experience through prompt and structured complaint resolution, proper escalation channels, and a responsive support system. Our dedicated customer care team operates 24x7 to handle and resolve complaints efficiently.
Redressal Matrix
| Type | Name & Contact Details | Remarks |
| Level 1 |
PayMoney Customer Care +91 88661 85661 customercare@paymoneyindia.com |
Our customer care team will acknowledge the grievance with a ticket number and share an estimated resolution time. If additional time is required, we will inform the customer accordingly with proper justification. |
| Level 2 |
Mr. Milan Solanki Head – Customer Experience milan.solanki@paymoneyindia.com |
If the resolution at Level 1 is unsatisfactory, the customer may escalate the issue to the Head – Customer Experience, referencing the original ticket number. First response within 2 business days. Final resolution depends on complaint type. |
| Level 3 |
Mr. Manish Punjani Grievance Officer grievance@paymoneyindia.com |
If Level 2 response is unsatisfactory, the matter may be further escalated to the Grievance Officer with the original ticket number. First response within 2 business days. Final resolution time depends on the complaint type. |
