Company: GrootsPay by GROOTS TECHNOEDGE PRIVATE LIMITED

At GrootsPay, we put your satisfaction and trust at the heart of everything we do. We are committed to resolving any concerns or complaints you may have in a transparent, timely, and fair manner. This Grievance Redressal Policy ensures that every issue is addressed with the seriousness it deserves.

1. Your Voice Matters

We value your feedback and take all grievances seriously — whether related to services, transactions, privacy, or support experience. This policy ensures:

• A fair and clear grievance resolution process
• Timely acknowledgment and resolution of concerns
• Protection of your rights and privacy at every step

2. Who Can Raise a Complaint?

This policy applies to all users of GrootsPay services, including:

• Retailers and distributors
• Business partners
• Individual users

You can raise a concern for issues related to:

• Service quality
• Account or transaction errors
• Unauthorized activity or technical problems
• Refunds, cancellations, or returns
• Privacy and data protection

3. How to Reach Us

You can raise your grievance through any of the following channels:

• Email (Grievance Officer): grievance@grootspay.com
• Customer Support: info@grootspay.com
• Phone: +91-9784 777 188
• Address: K-A-24, Mangalam JTM Mall, Jagatpura, Jaipur - 302017, Rajasthan, INDIA
• Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)

4. Our Grievance Redressal Process

Step 1: Acknowledgement

We acknowledge all complaints within 48 hours of receiving them.

Step 2: Investigation

Our dedicated grievance team reviews your concern and may contact you for additional information to understand the issue.

Step 3: Resolution

We aim to resolve most grievances within 7 working days. Complex issues may take up to 15 working days, and we’ll keep you informed throughout.

Step 4: Closure

Once resolved, we’ll send a detailed communication with the resolution outcome and any corrective measures or compensations, if applicable.

5. Escalation Support

If you're not satisfied with the initial resolution, you may escalate your concern to the next level:

Level 1: Grievance Officer

• Name: Kapil Mishra
• Email: kapil.grievance@grootspay.com
• Phone: +91-9784 777 188

Level 2: Senior Management

(Accessible via written request if not resolved at Level 1)

6. Privacy & Confidentiality

We treat all grievance information with strict confidentiality:

• Only authorized personnel handle grievance-related information
• Personal and complaint-related data is protected under applicable data protection laws
• No information is shared with external parties without consent

7. Policy Review & Updates

We may periodically review this policy to incorporate:

• Regulatory changes
• Service improvements
• Customer feedback

The latest version will always be available on our official website with an updated “Effective Date.”

8. Need Help?

For any queries or help regarding this policy, please contact:

• Email: grievance@grootspay.com
• Phone: +91-9784 777 188
• Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)