Purpose

The Grievance Policy for PayFlex ("Policy") serves to outline the process through which customers can express concerns, feedback, or grievances regarding our payment gateway services. PayFlex is dedicated to addressing grievances in a fair and timely manner.

Scope

This Policy is applicable to all customers and users of PayFlex.

Submission of Grievances

Customers wishing to raise a concern or grievance should adhere to the following steps:

• Send an email to info@payflex.in, detailing the nature of the grievance.
• Include relevant transaction details, account information, and any supporting documentation
• Communicate with users regarding transactions and account updates.

Review and Resolution

• PayFlex will acknowledge receipt of the grievance within 24-48 business hours.
• Our team will conduct a thorough review of the grievance, considering all pertinent information.
• We aim to provide a resolution within 2-3 business days of acknowledging the grievance. If additional time is required, the customer will be notified, along with an estimated resolution date.

Escalation

• Should the customer remain dissatisfied with the initial resolution, they may escalate the grievance by contacting the Nodal Officer at info@payflex.in.
• The escalated review will be undertaken by a designated senior representative

Communication

• PayFlex will communicate the resolution to the customer via email or another agreed-upon method.
• The communication will include an explanation of the resolution and any necessary steps to be taken.

Confidentiality

All grievances and related information will be treated with utmost confidentiality, with access limited to personnel directly involved in the grievance resolution process.

No Retaliation

Customers raising grievances will not face any form of retaliation or negative consequences for doing so.

Feedback & Improvements

• PayFlex values customer feedback and grievances as opportunities for improvement.
• We may utilize anonymized feedback to enhance our services, processes, and customer experience.

Record Keeping

PayFlex will maintain records of all grievances, including details of the grievance, the resolution process, and the outcome.

Governing Law

This Policy shall be governed by and construed in accordance with the laws of Gurugram Jurisdiction.

Contact Information

For inquiries or concerns regarding these Terms, please contact us at info@payflex.in
Address: Navisa Fintech Pvt Ltd, NEEL KANTH ENCLAVE, B/P, Badshahpur, Gurgaon, Badshahpur, Haryana, India, 122101