Grievance Redressal Policy

Remitverse Technologies Private Limited (InRemit)
Version 1.0
Effective Date: July 1, 2026

1. Introduction

Remitverse Technologies Private Limited ("InRemit" or the "Company") is committed to providing transparent, efficient, and customer-centric digital financial and technology services. This Policy establishes a framework for receiving, investigating, and resolving grievances in a fair and timely manner.

2. Objectives

• Provide an effective grievance redressal mechanism.
• Ensure timely complaint resolution.
• Maintain transparency and accountability.
• Improve customer experience and trust.
• Comply with applicable laws and regulations.

3. Applicability

• Customers
• Retail Partners and Merchants
• Business Partners
• Service Providers and Vendors
• Other stakeholders interacting with InRemit

4. Scope of Grievances

Transaction Issues

• Failed transactions
• Delayed settlements
• Refund disputes
• Incorrect debits or credits

Service Issues

• Technical problems
• Platform downtime
• Customer support concerns
• Onboarding delays

5. Grievance Registration Channels

6. Information Required

• Full Name
• Mobile Number
• Email Address
• Transaction Reference Number (if applicable)
• Description of Complaint
• Supporting Documents

7. Grievance Resolution Process

Level 1: Customer Support

Complaint Type	Resolution Timeline
General Queries	3 Business Days
Technical Issues	5 Business Days
Transaction Disputes	7 Business Days
Refund Requests	7–10 Business Days
Regulatory Complaints	15 Business Days

Level 2: Grievance Officer

Level 3: Management Escalation

If a grievance remains unresolved, it may be escalated to the Company's senior management. The Company shall endeavour to provide a final response within thirty (30) Business Days from the original complaint date.

8. Regulatory Escalation

Nothing in this Policy restricts any person from approaching competent regulatory authorities, consumer forums, or courts as permitted under Applicable Laws.

9. Principles of Grievance Handling

• Fair and transparent treatment.
• Confidentiality of customer information.
• Objective investigations.
• Proper maintenance of records.
• Continuous improvement through feedback.

10. Fraudulent Complaints

The Company may reject complaints that are malicious, fraudulent, or based on false information, subject to Applicable Laws.

11. Review and Amendments

The Company may update this Policy from time to time. The latest version shall be published on the official website.

12. Contact Information

© 2026 Remitverse Technologies Private Limited. All Rights Reserved.