Grievance Policy

This policy outlines a structured grievance redressed mechanism available to customers, regulators, and other parties to obtain a proposal for increasing their grievances. Our complaints policy is designed to resolve customer complaints in a timely and efficient manner while treating our customers justly and courteously. Anpay strives to provide best-in-class service delivery and has a dedicated customer service team. Anpay will short out with all customer complaints in a transparent and punctual manner.

Principles Governing Company's policy

The Company's policy on grievance redressed is governed by the following principles:

• Customers shall be treated fairly at all times.
• Complaints raised by customers shall be attended to with courtesy and on time.
• Customers shall be fully informed of avenues for grievance redressed within the organization and their right to approach the Customers Grievance Redressed Committee in case they are not fully satisfied with the response of the Customer Support.

The Company's Officer-in-Charge of Customer Support must work in good faith keeping in mind this policy of the Company.

Process to handle Customer Grievances

• You can register your complaint with Anpay Customer Support by clicking on the (?) icon related to the Complain section on the side menu on the homepage of the Anpay App. In case you fall prey to such fraud or scam, kindly use the link provided to you by us or write to us atdispute@anpay.in or follow our grievance policy, in order to report the same to avoid further loss.
• We offer customer support service 7 days a week.

Customer Care

Contact Email : support@anpay.in

Resolution of Complaints:

We are committed to providing you with our first response within 48 hours of receiving the complaint.

We aim to resolve all Your complaints/queries within 7 business days.

Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.

In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues

Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

To Report Unauthorized Transaction

Block and Report Unauthorized Transaction on your Anpay Wallet Account Report via Anpay Website or App

Reporting Mail- dispute@anpay.in

To report Fraud on your Anpay account please keep the transaction details (Order Id, Amount, Date, and Time) handy for quick assistance.

To report Fraud performed via Debit/Credit Card, etc please share transaction details, Initial 6 & last 4 card digits, Transaction Date & Time.

Limited Liability in Unauthorised Transaction

In cases where the loss is due to negligence by a customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorized transaction to the PPI issuer. Any loss occurring after the reporting of the unauthorized transaction shall be borne by the PPI issuer.

PPI issuers may also, at their discretion, decide to waive off any customer liability in case of unauthorized electronic payment transactions even in cases of customer negligence

We at RECHARGEPOINT(ANPAY) caution the members of the public and our Users not to fall prey to fictitious offers and or unsolicited phone calls or emails asking for financial information or any other type of personal information. It has been observed that fraudsters have resorted to defraud the susceptible public by convincing them over a phone call to divulge details of their debit/credit card or their bank account information in order to commit cyber crimes. Recipients of such communication fall prey to frauds or scams perpetrated by individuals who impersonate to be employees of various financial institutions and end up compromising their confidential information and that which is later on used by such fraudsters on e-commerce and m-commerce platforms. We apprise you that Anpay will never ask for the details of your Account / PIN / Password / Full Debit / Credit Card number / Expiry Date / OTP / CVV / Confidential Bank Account details or any other security/personnel information.

Anpay has implemented a highly secured environment in order to avoid and check fraudulent transactions – however, it is important for customers to ensure that they exercise caution and refrain from compromising sensitive and personal information