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 received Certificate of Authorization from the RBI to operate the online Payment Aggregation (PA) business. Company will operate the PA under the brand name of hyperpg (website: Hyperpg.in)

Company has implemented two distinct / separate grievance redressal policies for merchants and customers with the approval from its Board of Directors (the Board).

The Policy has been put in place with an objective of enabling resolution to complaints/ concerns of the merchants. . 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 Merchant Grievances Redressal Policy is made available on www.hyperpg.in (“the 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. Objective

The objective of the Policy is to list down key procedures to be followed while receiving, handling and responding to any grievance raised by Merchant against the company with respect to its payment aggregation services.

The key objectives of the Policy are outlined as follows :

1. To promote good and fair practices by setting standards in managing merchant’s complaints
2. Complaints raised by merchants are dealt with courtesy and without undue delay
3. All complaints are dealt efficiently and fairly to avoid any damage to Company’s reputation and business
4. Ensure objectivity in the complaint handling proces
5. Ensure visibility and accessibility of complaint handling process to all merchants

4. Registration of Grievance/Complaints

The Company endeavours to resolve all complaints/ grievances of their Merchants arising out of the payment aggregation services provided by the Company. For this purpose, the Company has implemented a structured redressal mechanism.

Dedicated email id(s) are considered as acceptable channels for merchants to raise any complaints or support requirements.

The company will communicate the support/grievance mail id(s) and escalation metrics along with contact details will be shared with the merchant during the on-boarding stage. The same details are included in the merchant agreement.

5. Processing of Complaints

1. For complaints raised through any channel, a ticket (containing tracking number) will be created and the same will be communicated to the Merchant. The Merchant can use the ticket (containing tracking number) for the tracking and escalations
2. The timeline for resolution of the complaints/grievances will be governed by the Service Level Agreements executed between the Company and the Merchant (“SLAs”).
3. Complaint will be registered by the Company subject to availability of appropriate details which may include the transaction reference number/ other relevant reference number, details about the complaint, supporting documents or logs, wherever applicable.
4. In case the information is not appropriately shared by the Merchant, the Company will contact the Merchant to provide the adequate information in order to assess the issue. Complaint/Grievance will be considered as closed in case the Merchant does not respond back within 2 working days of the receipt of the response from the Company for seeking further details.
5. Complaints can be escalated to the next/higher level as per the escalation matrix provided to the merchant as part of the agreement
6. If the complaint is not related to the deficiency at the company’s end, the company shall suitably inform and guide the Merchant to the appropriate party in the payments ecosystem.

6. Resolution and Closure of Grievances/ Complaints

1. Upon successful resolution of their complaint, the Company will provide intimation to the Merchant.
2. The Company will aim to resolve every grievance within a period of 30 working days of its registration with the exception of cases that -
   • require resolutions from banks/card networks/clearing houses
   • which are not within the reasonable control of the Company.
3. The Company will maintain all the records of grievance / complaint received along with the details of resolution provided, if required under the applicable laws.

7. Exclusions

The Company will consider the complaint as closed and disposed-off in case of any of the following instances:

1. Anonymous complaints without proper supporting details
2. complaints raised on social media or emails to employees that are directly not involved in providing the services
3. Matters involving decisions in which the Merchant has not been affected either directly or indirectly
4. Matters that are sub-judice or where any judicial authority has passed an order
5. Cases which have been reported as fraud and/or are under investigation by government authority like Police, Tax authorities, etc. or where the authority has already taken a view on the subject matter, after investigation.

8. 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, war, terrorist attack, embargo, act or failure to act of any governmental authority, epidemics, pandemics, systems failure, technical mishaps or strikes.

9. 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.