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Customer Grievance Redressal, Dispute Resolution and Refund Policy

1. Background

Juspay Technologies Private Limited (hereinafter referred as “Juspay” or “Company”) develops payment solutions for online merchants and financial institutions. It offers merchants an API unification layer to connect with multiple payment system providers. It also provides solutions like developing UPI PSP stacks for banks.

On 6-Feb-2024, Juspay Technologies Pvt Ltd received Certificate of Authorization from the RBI to operate the Payment Aggregation (PA) business. The company will operate the PA under the brand name of 'hyperpg' (website: Hyperpg.in)

Keeping the interest, safety and experience in mind, the Company has implemented separate grievance redressal policies for Merchants and Customers with the approval from its Board.

The Customer Grievance Redressal, Dispute Resolution and Return Policy (“Policy”) has been put in place with an objective of enabling resolution to complaints/ concerns of the Customer and minimizing the recurrence of similar complaints in the future. The Policy has been drafted in line with the objectives of the Company and the Guidelines on Regulation of Payment Aggregators and Payment Gateways (‘PA Guidelines’)

This Policy is made available on the website www.hyperpg.in ("Website")

2. Key Definitions

Board means Board of Directors of the Company

Customer(s)/ customer(s) means end-customer who will be purchasing goods /services from the merchants by making payment via different payment instruments.

Merchant(s)/ merchant(s) shall mean company(ies) with whom Juspay has entered into Contract (Merchant Agreement) for the purpose of providing payment aggregation services.

3. Grievance Redressal

The Company endeavors to resolve all complaints/ grievances of Customers and for this purpose, the Company has implemented a structured grievance redressal mechanism wherein the Customers will be able to register their complaints/grievances.

As per the Policy, the Company has provided multiple channels for Customers to lodge grievances and the Company has defined clear processes to address the complaints in a time-bound manner.

Official Channels for customer grievance:

  • Customer complaint form on hyperpg.in website
  • Nodal officer

I. Escalation levels, processes and TAT:

Level 1 - TAT: 5 Working Days

  1. Customer can register the complaint by completing the form on <link to hyperpg.in>
  2. Details collected by the customer (M - Mandatory fields, O - Optional fields)
    • Transaction ID/UTR/RRN (M)
    • Amount (M)
    • Transaction Date (M)
    • Issue Type - 5 types (M)
    • Payment mode (M)
    • Issue Details (M)
    • Support docs/mails (O)
    • Merchant complaint ID (O)
    • Customer Name (O)
    • Mobile Number (O)
    • Email id (M)
  3. The company will do checks on the entered details so to make sure only relevant customer's queries can file the complaint
  4. Upon successful submission of the complaint, a unique complaint id (ticket number) is created and complaint acknowledgement mail is sent to the customer
  5. The customer grievance team investigates the complaint and provides an appropriate response to the Customer within 5 working days from the date on which grievance was filed.
  6. The response is sent to the Customer over the email. If the Customer is not satisfied with the response then they are expected to respond to the same mail within 3 days, failing which the ticket is closed.
  7. Customer grievance team may seek additional information from the Customers as necessary for resolution of the complaint. Customer is expected to provide the details within 3 days, failing which the complaint is closed with remarks ‘insufficient info’.

Complaint Status: Customers can enter the complaint Id in the website and find out the status of the ticket any time.

Level 2 (Service Assurance Level) - TAT: 7 Working Days

Case 1: Customer can escalate the complaint to next level (i.e. L2 or Service Assurance Level) by entering details in escalation form provided at the Website even if the complaint is closed in Level 1

Data inputs collected on the escalation form (M - Mandatory fields, O - Optional fields):

  • hyperpg complaint tracking id (M)
  • Details (O)
  • Supporting Docs/mails (O)
  • Merchant complaint ID (O)
  • Email id (M)

Case 2: Any Level 1 tickets that are not resolved in 5 days are auto-escalated to Level 2

  1. The Company checks the entered details to ensure that only relevant Customer’s queries can file the complaint
  2. In both the above cases, an acknowledgement mail is sent to the customer informing about the escalation and a new ticket id (that can be used in future communication)
  3. The service assurance team puts their best effort to resolve the escalation complaint within 7 working days from the date on which the complaint is escalated from Level 1 to Level 2. The response is sent to the Customer over the email. If the Customer is not satisfied with the response then they are expected to respond to the same mail within 3 days, failing which the ticket is e closed.
  4. Service assurance team may seek additional information from the Customers as necessary for resolution of the complaint. Customer is expected to provide the details within 3 days, failing which the complaint is closed with remarks ‘insufficient info’

(Designated Service Assurance Officer oversees the process of resolving the complaints)

Complaint Status: Customers can enter the complaint Id in the website and find out the status of the ticket any time.

Level 3 (Nodal Officer) - TAT: 10 Working Days

  1. Any complaint that is not resolved within the TAT of Level 2 are auto-escalated to the Nodal Officer.
  2. An acknowledgement mail is sent to the Customer informing about the escalation and a new ticket id is generated (that can be used in future communication)
  3. The Nodal Officer with the support from the grievance redressal team attempts to resolve the complaint within 10 working days from the date on which complaint is escalated to Level 3. The response is sent to the Customer over the email. If the Customer is not satisfied with the response then they are expected to respond to the same mail within 3 days, failing which the ticket is closed.
  4. Nodal Officer may seek additional information from the Customers as necessary for resolution of complaint. Customer is expected to provide the details within 3 days, failing which the complaint is closed with remarks ‘insufficient info’

II. Nodal Officer:

The Company has designated a Nodal Officer who is responsible to provide timely resolution of the customer grievances and manage other incidental activities with respect to the grievances. If the Customer after following escalation matrices is not convinced/ satisfied with the resolution provided by the Company against their grievance or the complaint is still pending and unresolved, Customer may escalate the grievance to the Nodal Officer (details below):

Name: Talha Huma
Email: nodal.officer@juspay.in
Address: 444, 3rd and 4th Floor, Stallion Business Center, 18th Main Road, 6th Block, Koramangala, Bengaluru, Karnataka 560095
Contact: +91 9606864998

A Customer can reach out to the Nodal Officer over mail or call or through letter.

  1. All complaints received by the Nodal Officer is entered manually into a complaint tracking tool.
  2. The Nodal Officer attempts to respond within 10 working days from the date on which grievance was filed. The response is sent to the Customer over the email. If the Customer is not satisfied with the response then they are expected to respond to the same mail within 2 days, failing which the ticket is closed.
  3. Customers may request for an update on the grievance in case any grievance requires more than the specified time period. Customers are kept updated on the status of their grievance(s).
  4. Customer shall provide the following details while raising the grievance with the Nodal Officer: any complaint id (ticket number) provided by Company, Transaction ID/UTR/RRN, date of the transaction, transaction amount, Customer’s name, address and contact details, details about the complaint, name of the Merchant, date of first filing grievance with the Company and the response provided at various levels (Level 1 and Level 2, if applicable), copies of supporting documents (wherever applicable).

III. RBI Ombudsman:

If the Customer remains dissatisfied with the response or the reply from Juspay or the complaint is unresolved post escalations across the three levels mentioned above, then they may directly approach the Reserve Bank of India for redressal of their complaints under the RBI Ombudsman Scheme at below link -

Reserve Bank of India - https://cms.rbi.org.in/

You can find more about the RBI Ombudsman Scheme here.

4. Dispute Resolution

Customers may have queries related to or grievances for the reasons such as Product defective / damaged / not as advertised, Merchandise / Service not delivered, fraud claims, cancellation of orders, Refunds, Returns i.e. matters beyond the scope of the Company. In such cases, Customers should visit the website/App of the relevant Merchant and raise the complaint with the Merchant for appropriate action and procedure.

Since hyperpg is an online payment aggregator, it only facilitates online payments for Merchants and does not handle Merchant’s products, shipping or order dispatch. Further the refunds can only be initiated from Merchant's end as per Merchant’s refund policies.

If the Customer is not satisfied with the response provided by Merchant or does not get any response from the Merchant within the timelines as agreed between the Customer and the Merchant, then the Customer can raise a complaint on the Website and the Company will attempt to mediate the issue and amicably resolve the same and provide the response as per the escalation process defined above.

A Customer can also raise a chargeback claim with the issuing bank for the purchase/transaction that was made on their account and the Company will facilitate the resolution of the same.

Supporting Documents accepted for Dispute Resolution

The Company may require a set of supporting documents from Merchants for resolving disputes. These could include, but are not limited to:

  1. proof of delivery records
  2. cancellation policy
  3. refund details

Dispute Resolution Status

Disputes can have only 3 status:

  1. Open - Where the dispute is being investigated and no decision has been reached on the correctness or otherwise of the complaint
  2. Closed in favor of Customer - This status shows that the dispute has been resolved in favor of the customer
  3. Closed in favor of Merchant - This shows that the dispute has been resolved in favor of the merchant.

The closed statuses are the final and cannot be changed.

If the Customer is not satisfied with the result of the dispute then can escalate to the next level by contacting his/her issuing bank.

5. Failed Transactions and Reversals

The Company strictly follows RBI instructions on Turn Around Time (TAT) for resolution of failed transactions issued vide DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019. Failed transactions mean those transactions for which the Company will have a credit in its accounts, however the status of the transaction will be marked as failed in the Company’s system.

6. Communication With Customer

The Company always communicates with the Customer over email. Even in the cases where a Customer calls the Nodal Officer, the complaint is received over the call but response is communicated over email.

The Company’s employees never call Customers seeking any personal and confidential information. The Company only seeks information that is necessary to complete the investigation to provide the resolution.

The Company does not provide the support to Customers who use abusive or violent language in their communication or in any manner. The Company may initiate appropriate action against such individuals including legal proceedings.

7. Other Initiatives

With the aim of educating the Customers, the Company has listed Frequently Asked Questions (FAQs) on the Website.

Also, the Company has built a chat based option where a Customer can select the problem, receive clarification and initiate an action.

8. Exclusions

Company shall not take up or dispose of the following instances as ‘Customer Complaint’:

  1. Anonymous complaints without proper supporting details;
  2. Matters involving decisions in which the complainant has not been affected either directly or indirectly;
  3. Matters that are sub-judice or where any judicial authority had passed an order;
  4. Cases which have been reported as fraud with governmental authorities and/or is under investigation by government authority like Police Authority, Tax Authority etc. or where the authority has already taken a view on the subject matter, after investigation;
  5. A complaint which has already been disposed by Juspay
  6. Complaint raised through channels which are not supported - Social Media, Direct complaint to any employee

9. Force Majeure Events

Company shall not be liable for any failure or delay in its performance under this Policy due to force majeure events including but not limited to fire, flood, lightning, explosion, acts of God, war, embargo, act or failure to act of any governmental authority, epidemics, pandemics, systems failure, technical mishaps or strikes.

10. Policy Review

The Board will periodically review the Policy and take steps to address any changes as appropriately required by relevant regulations. The Board will review the Policy at least once in a year.