Grievance Redressal Policy
How users will be able to raise complaints about the Nodal Pay platform, and how we plan to acknowledge, investigate and resolve them once the app launches.
1. Purpose and commitment
This Grievance Redressal Policy explains how users of the Nodal Pay platform will be able to raise complaints, and how [LEGAL ENTITY NAME] ("Nodal Pay", "we", "us") plans to receive, acknowledge, investigate and resolve those complaints in a fair, transparent and timely manner.
Nodal Pay is currently under development and the app is not yet live. The framework set out here reflects the grievance process we intend to operate from launch. Contact details, timelines and escalation channels will be finalised and published on this page before the platform goes live.
Our commitment is simple: every genuine grievance should be easy to raise, acknowledged promptly, handled by a named point of accountability, and answered with a clear outcome and reasons.
2. Scope
This policy is designed to cover grievances relating to:
- The platform and app, technical faults, service quality, accessibility problems, or difficulty accessing your account.
- Content, reports of objectionable, misleading, infringing or unlawful content appearing on the platform, including listings, profiles and Safe Deal Room communications, consistent with our Acceptable Use Policy.
- Privacy and personal data, concerns about how personal data is collected, used, shared, retained or deleted, as described in our Privacy Policy and Data Retention and Deletion Policy.
- Transactions and payments, complaints about how a protected payment, hold, release, refund or cancellation was handled by the platform. Structured disagreements between a buyer and a seller about a specific deal follow the separate Dispute Resolution Policy (see Section 9).
- Conduct of other users, suspected breaches of our Terms of Use or Acceptable Use Policy.
Suspected security vulnerabilities should be reported through the process described in our Security Disclosure Policy rather than through this grievance channel.
3. How to raise a grievance
At launch, we plan to offer the following channels:
- In app tools (planned). The app is expected to include report and complaint flows, for example, reporting a listing or message, or raising a complaint from within a deal or from your account settings. These tools are under development.
- Email. You will be able to write to our Grievance Officer at [GRIEVANCE EMAIL].
- Website. Through the channels listed on our Contact page.
For general questions that are not complaints, such as how a feature is expected to work, please start with the Help Centre or write to [SUPPORT EMAIL]. If a support query is not resolved to your satisfaction, you can escalate it as a grievance under this policy.
4. Grievance Officer
Consistent with the framing of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, to the extent they apply to the platform, we intend to appoint a Grievance Officer based in India before launch. The Grievance Officer will be the named point of accountability for complaints raised under this policy.
| Grievance Officer | [GRIEVANCE OFFICER NAME] |
|---|---|
| [GRIEVANCE EMAIL] | |
| Address | [REGISTERED OFFICE ADDRESS] |
These details will be completed and published on this page before the platform goes live, and kept up to date thereafter.
5. What to include in a complaint
To help us investigate quickly, please include as much of the following as you can:
- Your name and the contact details linked to your Nodal Pay account.
- A clear description of the issue, including what happened and when.
- Relevant references, for example, a deal or transaction reference, the content or profile being reported, or the support ticket number if you contacted us earlier.
- Copies or screenshots of relevant communications, where available.
- The outcome you are seeking.
Please do not include passwords, one time passcodes, card numbers or other payment credentials in any complaint. We will never ask for them.
6. Indicative timelines
The timelines below are indicative targets for the period after launch. They will be reviewed against applicable law, including the Information Technology Act, 2000 and rules made under it, the Digital Personal Data Protection Act, 2023 and applicable RBI regulations, and finalised before launch.
| Stage | Indicative window |
|---|---|
| Acknowledgement of your complaint, with a reference number | Within 24, 48 hours of receipt |
| Substantive update or request for further information | Within 7 days of acknowledgement |
| Resolution or a reasoned final response | Within 15 days of receipt, where reasonably practicable |
| Complex matters (for example, those involving payment partners or law enforcement requests) | We will explain the delay and give a revised estimate |
Certain categories of content complaint may attract shorter statutory timelines under applicable law; where that is the case, the statutory timeline will apply.
7. Escalation path
If you are not satisfied at any stage, the planned escalation path is:
- Support first. Raise the issue through the in app tools (once available), the Help Centre or [SUPPORT EMAIL].
- Grievance Officer. If support does not resolve the issue, or the matter is serious, write to the Grievance Officer at [GRIEVANCE EMAIL], quoting any earlier ticket or reference number.
- Internal review. If you disagree with the Grievance Officer's outcome, you may request a review in writing. The review is planned to be carried out by a senior member of the team not involved in the original decision, with a written outcome.
8. Record keeping
We plan to maintain records of complaints, acknowledgements, correspondence and outcomes for the period required by applicable law and our Data Retention and Deletion Policy. These records are intended to support consistent decisions, audits and any lawful requests from authorities, and will be handled in line with our Privacy Policy.
9. Grievances versus transaction disputes
This policy covers complaints directed at Nodal Pay, about the platform, our decisions, content or data handling. It is different from a transaction dispute, which is a disagreement between a buyer and a seller about a specific protected deal (for example, whether the item matched its description). Transaction disputes follow the structured process in our Dispute Resolution Policy and, where relevant, the Refund and Cancellation Policy.
If you raise a transaction dispute through the grievance channel, we plan to route it into the dispute process and tell you we have done so. Equally, a complaint about how we handled a dispute is a grievance, and belongs here.
10. Regulatory escalation and your statutory rights
Nothing in this policy limits or replaces your rights under applicable law. Depending on the nature of your complaint, you may also have remedies before consumer fora under the Consumer Protection Act, 2019, before the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, or under other applicable law, including frameworks administered by the Reserve Bank of India where they apply to the services involved. Using this policy first is encouraged, but it is not a precondition to exercising any statutory right.
The final payment and fund handling structure of the platform will depend on applicable law and the regulated payment partners we work with; any partner level complaint channels that apply to your payment will be identified before launch.
11. Changes to this policy
Because Nodal Pay is under development, this draft will change. A finalised version, including the Grievance Officer's published details and confirmed timelines, will be made available on this page before launch. Material changes after launch will be notified through the app or this website.