1.0 Introduction

We, at TRADE PE TECH PVT. LTD. (“Trade Pe Tech” or “We” or the “Company”) hold our Customers and Merchants (jointly referred to as “Users”) in high regard and commit to a genuine and open approach with all stakeholders. To enhance the User convenience and provide optimal assistance, we have established a redressal system for grievances and introduced this board approved Grievance Redressal Policy (“Policy”) in compliance with applicable regulations for Payment Aggregator – Cross Border (“PA-CB”) such as Harmonisation of TAT, Online Dispute Resolution, Integrated Ombudsman, etc.

The objective of this Policy is to resolve grievances and reduce their occurrences by employing a structured approach and evaluation process, ensuring timely resolution.

We acknowledge that User grievances may arise from various circumstances, including but not limited to, discrepancies between promised and actual service levels, as well as genuine technical or communication errors within the system.

Users are fully empowered to provide feedback or lodge a complaint if they are dissatisfied with the services provided by TRADE PE TECH. Should a user's issue remain unresolved within the specified timeframe or if they are unsatisfied with the solution offered by TRADE PE TECH, they are entitled to escalate their complaint through our structured redressal system.

To enhance the effectiveness and significance of TRADE PE TECH's redressal channels, a systematic framework has been implemented to ensure that complaints are addressed promptly and within the agreed-upon timeframe.

2.0 Definitions

As per the provisions of this Policy

• A ‘Customer’ shall mean the end buyer, a final consumer who will acquire goods/services from the Merchants by effecting payment through a distinct payment instrument.

• A ‘Merchant’ Is a beneficiary of Trade Pe Tech services provided by Trade Pe Tech Private Limited for receiving diverse payment instruments from the Customers to fulfill their payment commitments.

• A ‘Grievance or Complaint’ pertains to any discrepancy including but not limited to the committed and actual service standards, which could include technical or communication-related inaccuracies.

• ‘User’ includes both Customers and Merchants.

  
  

3.0 Objective

The objectives of this customer grievance redressal policy are as following

• Users are to be consistently treated with fairness and impartiality at all times.

• Users complaints are to be handled with courtesy and resolved promptly.

• Users are informed about the channels available for escalating their complaints within the organization of Trade Pe

• Customers are informed about their rights to pursue alternative remedies if they are not completely satisfied with the Merchant's response or resolution to their complaints.

• Refunds and chargebacks are processed promptly and in compliance with the timelines and obligations prescribed by the Reserve Bank of India (RBI).

  
  

4.0 Channels for registering grievances

We prioritize addressing our Users' Grievances promptly and effectively. To ensure that every concern is heard and resolved, we offer multiple channels for registering Complaints:

• Support Hotline: Users can reach us at +91-8655457878 from 10:00 am to 7:00 pm, Monday to Friday. Our representatives are trained to handle all types of grievances and provide immediate assistance.

• Email Support:Users can email their complaints to [email protected]. Users are required provide detailed information about their issue, including any relevant documentation. Our team strives to respond to all emails within 24-48 hours.

• Postal Mail:Users can send a detailed written complaint via postal mail to the following address:

  
  

  TRADE PE TECH

  61 Mittal Chambers

  Barrister Rajni Patel Marg, Nariman Point Mumbai, Maharashtra- 400021

  
  

5.0 Non Responsiveness of Merchants to Customers

• Upon the completion of a successful transaction, TRADE PE TECH provides a transaction confirmation to the Merchant/Customer on the Merchant's website/transaction page.

• The orders related to the merchant's products/services are managed by the Merchant, and the Merchant should be contacted for updates on the status of the Customer's order delivery.

• The Customer has the right to report any issues to TRADE PE TECH. The company has provided a hyperlink on its website for Customers to lodge complaints or grievances regarding transactions conducted using TRADE PE TECH’s platform.

Reasons of Dispute

• Unreasonable delay or non-delivery by the Merchant of goods/services for which transactions were processed through TRADE PE TECH.

• Unauthorized electronic fund transfers not initiated by the customer.

• Excessive delay in refunding the transaction amount beyond the communicated timeframe.

• Failure to comply with Reserve Bank of India instructions, circulars, or applicable laws by TRADE PE TECH and/or the merchant or any other issue related to transactions processed by TRADE PE TECH.

Where the Company is dependent on the Merchant for resolution, it will direct the same to the concerned Merchant

6.0 Grievance Redressal Process

• TRADE PE TECH has put in place a centralized grievance tracking system which consolidates all User grievances, updates their status in real-time, and facilitates seamless communication with the User.

• Once a complaint is registered with the Company, a unique identifier or reference number is assigned to each grievance in order to facilitate seamless tracking and retrieval throughout the resolution process.

• An acknowledgement of the receipt of the complaint along with the unique identifier or reference number will be communicated to the User within 1 working day of receiving the complaint.

• The complaint is then assigned to the Relationship Manager (part of the grievance redressal team) to investigate the grievance thoroughly, identify root causes, and undertake appropriate remedial actions. In case the User is not satisfied with the redressal provided, they can resort to the escalation matrix outlined in the section below.

• The Company will ensure that the User is provided with regular updates regarding the status of their grievance and feedback will be sought on proposed solutions.

• In case there is a possibility of delay in resolution timelines (as outlined in the escalation matrix below), then the User will be duly informed of the same.

  
  

7.0 Record maintenance & training

• TRADE PE TECH will ensure that records of all its grievances (and their lifecycle processes) are well documented and maintained in a central repository on an annual basis in order to improve our processes/operations based on feedback.

• TRADE PE TECH will endeavor to provide ongoing training and development opportunities for its personnel to enhance their skills in communication, problem-solving, and conflict resolution, for an enhanced service.

  
  

8.0 Review Mechanism

The Company will regularly review the complaints received by analyzing them based on the following criteria:

• Number of Escalations

• Adherence to TAT

• Frequency of a particular nature of complaint

• Complaints escalated to the Integrated Ombudsman

• Any shortcoming in complaint management

Based on this analysis, the Company will implement necessary changes to the Grievance Redressal Process, which will be reflected in the Policy updates. This review aims to ensure that similar complaints do not recur.

9.0 Escalation Matrix

Level 1

Relationship Manager

• Once a complaint is registered, it is assigned to the Relationship Manager, who is the first point contact to our Users. The Relationship Manager will resolve the User's grievance within 4-5 working days from the date of receipt of complaint.

• In case the grievance is not resolved within the said timeline or the User is not satisfied with the resolution, he may escalate the complaint to Level 2.

Level 2

Operations Head

• If any user desires to escalate their complaints or grievances further, the same would be received and looked into by the Operations Head. The Operations Head will resolve the complaint within 4-5 working days from the date of receipt of complaint.

• In case the operations head requires more time for resolution, the user will be kept informed about the same. If the user still remains dissatisfied with the response, they have the option to escalate the matter to the next level.

Level 3

Nodal Officer

• In case the user receives an unsatisfactory response from Level 2, they may approach the Nodal Officer. The Nodal Officer will resolve the complaint within 10 working days of receiving the complaint.

• Details of the Nodal Officer appointed by the Company are mentioned below: Name – Avinash Mishra

  Designation – Manager Finance & Accounting
  Contact number – +91-8655457878

  Email id: - [email protected]

Level 4

Integrated RBI Ombudsman

• Users have the option to contact the Integrated Ombudsman if their complaints are not handled satisfactorily even after reaching Level 3.

• The RBI - Integrated Ombudsman Scheme outlines the process for submitting a complaint to the Integrated Ombudsman, as well as the resolution and appeal processes related to such complaints and the enforcement mechanism.

• The contact details and procedure for approaching the Ombudsman under Integrated Ombudsman Scheme, 2021 can be referred to here: https://cms.rbi.org.in/.

  
  

10.0 Timelines to dispose Merchant complaints

Listed below is the indicative time taken to respond and clarify the User’s complaints. While the Company endeavors to resolve the grievances in a reasonable time, resolution of certain complaints may be tedious and time-consuming owing to the dependency of external stakeholders.

However, in any case, a complaint will be closed maximum within 30 days from the date of its receipt. 'The Company will ensure compliance with TAT for failed transactions (as may be applicable for the payment method) outlined in RBI's directions dated September 20, 2019, on 'Harmonisation of Turn Around Time (TAT) and Customer compensation for failed transactions using authorized Payment Systems.

11.0 Review of the Policy

• This Policy shall be reviewed and approved by the Board of Directors of the Company on an annual basis.