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Customer Grievances Policy

In today's competitive era and constantly evolving business, we at Paul-Pay take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.

As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the organization. The feedback provided by our customers is treated as an asset to the organization, evaluated and customized to improve our products and services.

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.

Our Principles:
  • Customers remain the Key focus for all initiatives and strategies developed at Paul Pay
  • "Delighted" customers are a necessity for business growth and survival.
  • Our Customers and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.
  • We endeavour to simplify our customers life through our innovations and product offerings.
  • Constantly evolve and invest in our grievance redressing systems for a seamless service delivery.

Our Promise:
  • All grievances will be dealt with, promptly and courteously.
  • We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame.
  • All Service Level Agreements and turn around time for each third party transaction would be published on our website..
  • The company has a dedicated Customer Engagement Centre under the Customer Service Department (CSD) to manage customer queries and ease out grievances if any.
  • We Value your Feedback:

All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.

Our customers can inquire, insist, or complain through many mediums such as:

Phone - Customer Engagement Center: Our customers can call us at Help Line: 18001371333, seven days a week (excluding national holidays) from 10:00 am to 6:00 pm

Email - Customers can e-mail us at care@Paulpay.com.
  • Contact us (Contact Us section) - Customers have the facility of contacting us on 'Contact Us Section' at our website http://paulpay.in. There are also "Contact Us Sections" in our app (Android, iOS and Windows Phone
  • These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.
  • On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.

If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.

Note- escalations without a complaint reference number will not be treated as complaints

Customer Resolution Timelines

Sr. No Complaint Type Estimated Timelines (SLA)
1 Money Transfer - Load or Send Money 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
2 Successful transaction but beneficiary account not credited 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
3 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) 3 Working Days
4 Travel & Ticketing Related Concerns 3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turn around time
5 Bill payment Related Issues 3 Working Days
6 3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turn around time 3 Working Days
7 Wallet related issues 2-5 Working Days

  • Acknowledgement of Grievances:
    • Customer Engagement Centre team will acknowledge the grievance immediately on the receipt of complaint in the form of : -
    • Auto response in case of Emails or Contact us section, or
    • Answering the calls at the call center, or
  • In all the scenarios a reference number would be provided for all future communication around the particular complaint.
  • All complaints would be closed based on the customers feedback only and acceptance of closure

Customer Grievance Redress Escalation:

As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.

Escalation: Level 2

In case the customer is not satisfied with the

  • Resolution provided by Level 1 executives
  • Behaviour of any representative or staff member at Paul-Pay
  • The customer may choose to escalate the concern using the below mentioned methods

Write to us: Customer Service Department, Paul-Pay Merchants SCO 829-830, Sector 22 A, Chandigarh - 160022

  1. Email ID: care@Paulpay.com
  2. All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.

Escalation: Level 3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:

Write to us - Office Address: SCO 829-830, Sector 22 A, Chandigarh-160022

Regd. Office: DSM 335,336,337 3rd Floor DLF Tower, 15, Shivaji Marg,

Najafgarh Road, New Delhi-110015

1. Email ID: info@paulfincap.com

On receiving the escalation the complaint will get acknowledged within twenty four (24) working hours post acknowledgement, up to a maximum of seven (7) working days in special cases pertaining to third party transactions. Please remember that all complaint will be considered at this level only if the complaint number given in level 1 of the complaint is written in the complaint.