Simplifying Payment Collections for Your Business and co-operatives.
Indiconnect Paytech Private Limited, a company incorporated under the Companies Act 2013, having its registered office at Registered: Fl. No. 2, Pl. No. 61, Mangal-Murti Apartment, Basayye Nagar, Aurangabad- 431001 and Corporate Office at Office No. 412, Tower - 2, World Trade Center (WTC), Opp. EON IT Park, Kharadi, Pune – 411014, (hereinafter referred to as “Indiconnect”, “Company”) provides digital payment, banking, and verification solutions that help businesses collect, disburse, and manage funds.
Indiconnect enables business entities, including SMEs and Co-operatives (“Merchants”), to facilitate digital payment collections, disbursements, verification services, and related financial technology services through integrated payment channels and technology infrastructure. Certain payment, banking, settlement, or regulated services may be provided through regulated partner banks, financial institutions, payment system providers, or authorized third-party partners in accordance with applicable laws and regulatory requirements. Indiconnect As a customer-focused fintech service provider, Indiconnect is committed to maintaining transparent, efficient, and fair grievance redressal mechanisms for Merchants and end-users using its Services.
Accordingly, this Customer Grievance Redressal Policy (“Policy”) has been adopted to establish a structured framework for addressing, resolving, and escalating complaints or grievances relating to the Services provided through the Platform in accordance with applicable laws, regulatory requirements, and industry practices.
This Policy applies to payment, verification, API integration, banking facilitation, and allied fintech services offered or enabled by Indiconnect through its platform and partner ecosystem.
Indiconnect maintains internal processes and operational mechanisms for handling, monitoring, escalation, and resolution of grievances raised by Merchants and end-users in relation to the Services offered through the Platform.
Customer grievances may be reviewed periodically by the relevant operational, compliance, or support teams for improving service quality, grievance handling efficiency, and customer experience in accordance with applicable laws and regulatory requirements.
Records relating to customer grievances, disputes, communications, and complaint resolution may be maintained for such period as required under applicable laws, regulatory requirements, internal compliance practices, audit obligations, or legitimate business purposes. Appropriate backup and security measures may be implemented to ensure availability and integrity of grievance-related records.
Electronic records, transaction logs, audit trails, timestamps, communication records, API logs, system records, and authentication logs maintained by Indiconnect may be relied upon for grievance handling, dispute resolution, fraud investigations, compliance, and legal proceedings in accordance with applicable law.
"Customer(s)" means any end-user, individual, entity, or person using payment, verification, API integration, banking facilitation, or allied services enabled through the Platform’s banking or BizStack products.
"Merchant(s)" means any individual, business, institution, or entity using Indiconnect’s platform or services for acceptance, processing, facilitation, or management of transactions or related services.
"Complaint(s)" means any grievance, dispute, concern, service issue, operational deficiency, unauthorized activity, or transaction-related issue raised by a Merchant or Customer in relation to the Services offered or enabled through the Platform. Complaints may include, without limitation:
Merchants or Customers having any queries, feedback, concerns, or complaints relating to transactions processed or attempted through the Platform, or relating to Services enabled by Indiconnect, may contact Indiconnect through the support and grievance channels made available on the Platform or website.
Users may also refer to the FAQ and support sections available on the Indiconnect website for information relating to common issues, transactions, refunds, settlements or service related queries.
Upon receipt of a grievance or complaint, Indiconnect may generate a ticket or reference number for tracking purposes. Indiconnect shall endeavor to review and respond to grievances within reasonable timelines depending upon the nature, complexity, regulatory requirements, and dependency on banks, payment system providers, Merchants, or other third-party stakeholders.
If a Merchant or Customer remains dissatisfied with the resolution provided, the grievance may be escalated through the escalation mechanisms set out below. Customers may also approach their issuing bank, payment instrument provider, law enforcement agency, or other competent authority, wherever applicable.
Certain grievance resolutions, reversals, refunds, settlements, investigations, or dispute processes may depend upon banks, payment system providers, card networks, telecom operators, cloud infrastructure providers, regulators, Merchants, or other third-party stakeholders whose systems and operations are outside Indiconnect’s direct control.
Merchants or Customers may raise grievances or complaints by writing to:
Email:grievance@indiconnect.in
Upon receipt of a complaint or grievance, Indiconnect may generate a reference or ticket number for tracking purposes. Indiconnect shall endeavor to review and respond to grievances within reasonable timelines depending upon the nature of the complaint, availability of information, regulatory requirements, and dependency on banks, payment system providers, Merchants, or other third-party stakeholders.
Users may seek updates regarding the status of their complaint through the available communication channels. If dissatisfied with the resolution, the grievance may be escalated to Level 2.
Unresolved grievances may be escalated to the designated support or compliance team at:
ADDRESS: Indiconnect Paytech Private Limited, Office No. 412, Tower - 2, World Trade Center (WTC), Opp. EON IT Park, Kharadi, Pune – 411014, Maharashtra, India
E-MAIL: grievance@indiconnect.in
Indiconnect shall endeavor to review escalated grievances and provide appropriate responses or updates within reasonable timelines, subject to operational, regulatory, and third-party dependencies.
Where applicable, and in accordance with relevant RBI regulations or applicable grievance redressal mechanisms, Users may approach the appropriate regulatory authority, issuing bank, payment system provider, or competent authority for further grievance resolution.
For grievances falling within the scope of the RBI Integrated Ombudsman Scheme, details may be accessed at: https://cms.rbi.org.in/
Indiconnect may maintain internal mechanisms for handling and monitoring customer grievances in accordance with applicable laws, regulatory requirements, partner ecosystem obligations, and industry practices. Indiconnect
Where applicable, Indiconnect may cooperate with regulated partners, payment system providers, banks, governmental authorities, or regulatory bodies in relation to grievance handling, reporting obligations, investigations, or compliance requirements.
A dispute or “chargeback” may arise when a Customer raises a claim or dispute through the issuing bank, card network, payment system provider, or other authorized entity in relation to a transaction processed or facilitated through the Platform. Chargebacks may arise for reasons including, without limitation:
Applicable timelines, eligibility criteria, and processes for raising disputes or chargebacks shall be governed by the relevant card network rules, banking partner requirements, payment system guidelines, and applicable laws.
In the event of a dispute or chargeback:
Indiconnect shall not be liable for chargebacks, reversals, penalties, deductions, losses, or dispute outcomes arising from Merchant conduct, Customer disputes, fraudulent transactions, network decisions, banking partner actions, or third-party failures.
Merchants shall remain solely responsible for:
Outcomes include:
| Possibility | Outcome |
|---|---|
| Acceptance | Where a chargeback is accepted by the Merchant or determined in accordance with applicable banking partner, card network, or payment system rules, the disputed amount may be debited, reversed, adjusted, or withheld from the Merchant’s settlement, reserve balance, or other payable amounts, subject to applicable contractual arrangements and regulatory requirements. |
| Contestation/Representation | Where a Merchant contests a chargeback, the Merchant may submit supporting documents, transaction records, proof of delivery, utilization records, customer communications, or other relevant evidence for review by the acquiring bank, issuing bank, card network, payment system provider, or other authorized entities. |
| Deemed Accepted | Where the Merchant fails to respond or provide adequate supporting documents within the prescribed timelines under applicable network rules or partner requirements, the chargeback may be treated as accepted and the disputed amount may be debited, adjusted, withheld, or reversed accordingly. |
Customers may request refunds from Merchants in accordance with the Merchant’s applicable refund, cancellation, or return policies. Refunds, where applicable, may be processed through the original payment method or such other mode as permitted under applicable laws, banking requirements, or payment network rules.
Refund processing timelines may vary depending upon the payment method, banking channels, acquiring partners, card networks, operational dependencies, regulatory requirements, or third-party stakeholders involved in the transaction lifecycle.
Indiconnect acts as a technology platform facilitating payment processing and shall not be responsible for delays, failures, reversals, or refund disputes attributable to Merchants, banks, payment system providers, network participants, or circumstances beyond its reasonable control.
In accordance with applicable RBI guidelines relating to Turn Around Time (“TAT”) for failed transactions and reversal processes, a failed transaction may include transactions that remain incomplete or unsuccessful due to technical issues, system interruptions, network failures, timeouts, delayed responses, or other operational reasons not attributable to the Customer.
Reversals, refunds, or settlement adjustments relating to failed transactions shall be processed in coordination with the relevant banks, payment system providers, acquiring partners, card networks, or other authorized entities in accordance with applicable RBI directions, network rules, operational dependencies, and prescribed timelines.
Applicable compensation, where required under law or regulatory directions, shall be governed by the relevant RBI guidelines, banking partner obligations, payment system rules, and applicable contractual arrangements.
Users and Merchants are solely responsible for maintaining the confidentiality and security of their login credentials, devices, OTPs, API keys, authentication details, and account access mechanisms. Indiconnect shall not be liable for losses arising from phishing, credential compromise, social engineering, malware, SIM swap fraud, unauthorized access attributable to user negligence, or circumstances beyond Indiconnect’s reasonable control.
Indiconnect shall not be responsible for delays, failures, interruptions, or inability to process transactions, reversals, refunds, disputes, or grievances arising from system outages, cyber incidents, banking network failures, internet disruptions, force majeure events, regulatory restrictions, or failures attributable to third-party infrastructure providers.
Where Indiconnect receives alerts, notices, requests, or communications from law enforcement agencies, governmental authorities, regulatory bodies, banks, payment system providers, or authorized agencies relating to suspected unauthorized, fraudulent, suspicious, or unlawful transactions, Indiconnect may take such actions as considered necessary or appropriate in accordance with applicable laws, regulatory requirements, network rules, contractual obligations, or directions received from the relevant authorities.
Such actions may include seeking transaction details, temporarily restricting settlements or transactions, requesting supporting documents from Merchants, cooperating with investigations, sharing information with authorized entities, or taking risk-based preventive measures, wherever considered necessary and legally permissible.
Indiconnect may cooperate with law enforcement agencies, banks, payment system providers, regulators, or governmental authorities in relation to fraud monitoring, investigations, dispute handling, recovery efforts, cybersecurity incidents, or compliance requirements in accordance with applicable laws and regulatory directions.
For law enforcement or cyber-related communications, Users may contact:
ADDRESS:
Indiconnect Paytech Private Limited
Office No. 412, Tower - 2, World Trade Center (WTC), Opp. EON IT Park, Kharadi, Pune – 411014, Maharashtra, India
E-MAIL: grievance@indiconnect.in
Indiconnect reserves the right to temporarily suspend, restrict, hold, investigate, reverse, decline, or terminate access to Services, settlements, transactions, or Merchant accounts where fraudulent, suspicious, unauthorized, high-risk, unlawful, or non-compliant activities are identified or reasonably suspected.
This Policy may be reviewed, modified, updated, or revised periodically in accordance with applicable laws, regulatory requirements, operational practices, industry standards, or business requirements.
Indiconnect shall maintain reasonable confidentiality of Merchant and Customer information in accordance with applicable laws, contractual obligations, internal security practices, and regulatory requirements.
Information may be disclosed where required:
Indiconnect does not disclose personal or transaction-related information for unauthorized marketing or cross-selling purposes without appropriate consent or lawful basis, where applicable.
Indiconnect reserves the right to reject, close, restrict, or take appropriate legal action in relation to complaints that are false, malicious, misleading, abusive, repetitive, fraudulent, or unsupported by reasonable evidence.
Indiconnect acts primarily as a technology platform and intermediary service provider and shall not be liable for indirect, incidental, consequential, punitive, special, or third-party losses arising from Merchant conduct, banking partner actions, payment network decisions, regulatory actions, customer disputes, transaction failures, cybersecurity incidents, or events beyond Indiconnect’s reasonable control.
This Policy shall be interpreted and implemented in accordance with applicable laws, regulatory requirements, industry standards, partner ecosystem obligations, and relevant RBI directions or payment system guidelines, wherever applicable.
Relevant frameworks may include:
Any amendment, modification, clarification, re-enactment, or replacement of such laws, regulations, or guidelines shall be deemed incorporated into this Policy from time to time.
This mechanism enables Customers, Merchants, stakeholders, or authorized persons to report suspected fraudulent, suspicious, unauthorized, unethical, or prohibited activities relating to transactions or Services facilitated through the Platform.
Reports or complaints may be submitted through:
Upon receipt of a complaint or fraud report, Indiconnect may review the matter internally and may seek supporting documents, transaction details, screenshots, communications, or additional information wherever necessary.
Indiconnect may undertake reasonable review, investigation, escalation, risk mitigation, or preventive actions in accordance with applicable laws, regulatory requirements, internal policies, and operational practices.
Indiconnect may maintain reasonable confidentiality of the information and identity of the reporting person, subject to applicable laws, regulatory requirements, investigations, operational needs, or lawful disclosure obligations.
False, malicious, misleading, abusive, or fraudulent complaints may be rejected and may attract appropriate legal or corrective action wherever applicable.
Indiconnect is committed to maintaining a fair, transparent, secure, and responsible grievance redressal environment in accordance with applicable laws, regulatory requirements, and industry practices. All grievances, fraud alerts, disputes, and complaints received through the designated channels may be reviewed and addressed in accordance with applicable internal processes, operational practices, and regulatory obligations.
Indiconnect may undertake appropriate corrective, preventive, risk mitigation, account-level, transactional, operational, or legal measures wherever fraudulent, suspicious, unauthorized, abusive, or non-compliant activities are identified or reasonably suspected.
Indiconnect also reserves the right to cooperate with banks, payment system providers, regulatory authorities, law enforcement agencies, and other authorized entities for investigation, fraud prevention, dispute handling, cybersecurity, compliance, or legal purposes in accordance with applicable laws and regulatory requirements.
Indiconnect does not guarantee uninterrupted availability, error-free operation, or continuous accessibility of the Platform, payment systems, banking channels, APIs, or third-party infrastructure.
412, 4th Floor, Tower 2, World Trade Center (WTC), Kharadi, Pune - 411014, India
Fl No.2, Pl No. 61, Mangal Murti Apartment, Bassaye Nagar, SambhajiNagar (Aurangabad), Maharashtra - 431001
CIN: U62099MH2023PTC399289
An indifly ventures group of companies
