GRIEVANCE REDRESSAL POLICY
PRIMEPAY

1. Introduction

This Grievance Redressal Policy defines the mechanism for addressing user complaints and disputes for services offered through PrimePay operated by Prime Finverse Private Limited

Registered Address OU 727, 7th Floor, Esplanade One, Rasulgarh, Khorda, Bhubaneswar, Odisha, 751010, India

Head Office Building 4, North Wing, NESCO IT Park, WEH, Goregaon East, Mumbai, 400063, India

Website www.primepay.co.in

Grievance Email grievance@primepay.co.in

2. PLATFORM ROLE

• UPI payments
• BBPS bill payments
• Recharges
• Loans via banks and NBFCs
• Insurance via insurers
• Travel bookings
• PrimePay does not directly provide financial or travel services. All services are executed by third party partners.

3. REGULATORY ALIGNMENT

• This policy is aligned with.
• Guidelines of the National Payments Corporation of India.
• Framework of the Bharat Bill Payment System.
• Applicable RBI regulations .

4. OBJECTIVE

• To ensure efficient resolution of user complaints.
• To provide a transparent grievance handling system.
• To comply with regulatory requirements.

5. TYPES OF GRIEVANCES

• Users may raise complaints related to.
• Failed or delayed UPI transactions .
• BBPS bill payment issues.
• Recharge failures.
• Incorrect deductions or duplicate transactions .
• Cashback or reward disputes.
• Account related issues.
• Unauthorized transactions .
• Technical or service related issues .
• For loans insurance and travel services .
• Complaints related to approval pricing or service delivery will be redirected to respective partners

6. GRIEVANCE REDRESSAL PROCESS

Step 1

• User raises complaint via email
• Email grievance@primepay.co.in
• User should include
• Registered mobile number
• Transaction details
• Date and issue description

Step 2

• Acknowledgment
• Complaint will be acknowledged within 24 to 48 hours

Step 3

• Resolution
• Resolution timelines
• UPI and payment issues 3 to 5 working days
• BBPS complaints as per BBPS guideline
• General issues 5 to 7 working days
• Partner dependent issues may take longer based on partner response

7. ESCALATION MECHANISM

If user is not satisfied with the resolution.

User may request escalation through the same email.

PrimePay will review and provide final response.

For payment system complaints.

Users may approach relevant banking partner or regulatory channels if required .

8. THIRD PARTY RESPONSIBILITY

PrimePay acts as a facilitator

• For complaints related to
• Loan approvals .
• Insurance policies.
• Travel bookings.
• Users must contact respective service providers .
• PrimePay will assist in forwarding complaints but is not responsible for final resolution.

9.FRAUD AND UNAUTHORIZED TRANSACTIONS

Users must:

• Users must report unauthorized transactions immediately.
• Delay in reporting may affect resolution.
• nvestigation will be conducted in coordination with banks and partners.

10. RECORD KEEPING

• All complaints and resolutions are recorded for .
• Regulatory compliance .
• Audit purposes .
• Service improvement .

11. LIMITATION OF LIABILITY

• PrimePay shall not be liable for.
• Delays caused by banks NPCI BBPS or partner systems.
• Decisions made by third party providers.
• Losses due to user negligence or delayed reporting.

12. POLICY UPDATES

• This policy may be updated periodically .

13. GOVERNING LAW AND JURISDICTION

• This policy is governed by laws of India .
• Courts in Khorda Odisha shall have exclusive jurisdiction .