Grievance Policy
Grievance Policy
PayKosh application developed by PFL Technologies, a company incorporated under the Companies Act, 1956 with its registered office at D-38/A, Ashok Marg, near Ahinsa Circle, Panch Batti, C Scheme, Ashok Nagar, Jaipur, Rajasthan 302001, India.
We at PayKosh value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.
Grievance redressal
We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.
We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through PayKosh App.
Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.
Service Levels
Service Levels for Recharge, Bill Pay, PayKosh Wallet, PayKosh Gift Cards, UPI (Unified Payments Interface), Stores, Investments, PayKosh Switch and Vouchers.
Level 1
- • You can register your complaint with PayKosh Customer Support by clicking on the (?) icon on the home page of the PayKosh App.
- • We offer customer support service 24 hours a day and 7 days a week
- • We are committed to providing you with our first response within 24 hours of receiving the complaint.
- • Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
- • We aim to resolve all Your complaints/queries within 3 business days.
- • Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
- • In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
- • Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.
- • Register a complaint on
- • Call our customer support center on +(91)-8447648628.
- • We are committed to providing a first response within 24 hours of receiving the complaint./li>
- • We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to you.
1. Complaints Registration:
2. Resolution of Complaints:
Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level
2, if User is not satisfied.
Level 2
1. Complaints Registration: You can access any of the following channels to escalate your complaint.
2. Resolution of Complaints :
Limitation of Customer Liability
A customer’s liability arising out of an unauthorized payment transaction will be limited to:
| Sr.No. | Particulars | Maximum Liability of Customer |
|---|---|---|
| 1 | Contributory fraud/negligence/deficiency on the part of the PayKosh,(irrespective of whether or not the transaction is reported by the customer) | Zero |
| 2 | Third-party breach where the deficiency lies neither with PayKosh nor with the customer but lies elsewhere in the system, and the customer notifies PayKosh regarding the unauthorized payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from PayKosh and the reporting of unauthorized transactions by the customer to PayKosh - | |
| i. Within three days# | Zero | |
| ii. Within four to seven days# | ||
| iii. Beyond seven days# | iii. Beyond seven days# | |
| 3 | 3 In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until he/she reports the unauthorized transaction to PayKosh. Any loss occurring after the reporting of the unauthorized transaction shall be borne by PayKosh. | iii. Beyond seven days# |
| 4 | PayKosh may at their discretion, decide to waive off any customer liability in case of unauthorized electronic payment transactions even in cases of customer negligence. |
- • Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of PayKosh. PayKosh will never ask for such credentials.
- • Customers must update their mobile numbers and email ids regularly with PayKosh to keep the information up to date and receive ongoing alerts.
- • Customers must mandatorily register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions.
- • Customers need to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
- • It is the responsibility of the customer to promptly report any unauthorized transaction on the account to PayKosh, ensuring that there is no delay in reporting.
Customer Responsibility on Limited Liability.
- a. Merchants can contact the inbound support team on +(91)-8447648628.
- b. Merchants have an option to write an email to customercare@paykosh.com.
- c. Merchants can raise a ticket via In-app support.
- • To confirm if the complaint is received from the registered source, registered Email ID or Registered Mobile number is confirmed by the merchant. Based on the type of issues that are raised, the ticket will be assigned to the respective internal teams who will resolve the same within the defined timelines.
- • For Onboarding related issues the TAT to resolve will be 5 workings and for consent revocation the TAT will be 30 calendar days.