This policy defines PAYOTRIX’s official procedure and obligations for addressing grievances raised by users, merchants, or other stakeholders related to its services. PAYOTRIX is committed to offering a transparent, timely, and lawful grievance redressal system in line with the Information Technology Act, 2000, the Consumer Protection Act, 2019, and applicable rules under the RBI and international standards.
The primary objective of this Grievance Redressal Policy is to ensure that PAYOTRIX establishes an accessible, fair, and responsive mechanism for addressing complaints. This covers service-related issues, platform misbehavior, transaction disputes (related to redirect flow), user experience failures, denial of access, and operational transparency lapses. The policy ensures compliance with consumer rights, platform responsibilities, and regulatory obligations applicable to digital service platforms.
The policy covers grievances, including but not limited to:
Delay in service activation
KYC/verification issues
Access or login errors
API malfunctions
Response delays from support
Improper behavior by PAYOTRIX staff (email/chat)
Platform security concerns
Misleading dashboard actions
Failed service due to platform-level bug (not gateway)
Grievances about payment failure at external payment gateways (e.g., Razorpay, Stripe) are outside the platform’s liability but may still be recorded and forwarded.
This policy applies to:
All registered merchants
End-users/customers who interact with the platform’s redirection process
Visitors of PAYOTRIX.com using sandbox environments
API developers or integrators
Internal employees managing support operations
Third-party service providers are required to adhere to this grievance mechanism through contractual obligations.
A grievance is defined as any written or electronically submitted communication that expresses dissatisfaction with PAYOTRIX’s services, support, systems, or actions. It includes:
Direct service complaints
Policy violation reports
Technical issues reported more than once
Any form of user dissatisfaction requiring a formal response
General queries, information requests, or suggestions do not constitute formal grievances.
Each grievance submission must include:
Full name of complainant
Registered email ID
Mobile number (if available)
Nature of complaint (detailed explanation)
Any related transaction reference ID
Screenshots or evidence (if technical)
Incomplete complaints may be delayed or rejected until properly submitted.
Upon receiving a grievance, PAYOTRIX will issue an automated or manual acknowledgment email within 48 business hours, including:
Complaint ID / Ticket Number
Name of officer handling the grievance
Tentative resolution timeline
Link to grievance tracking portal (if applicable)
PAYOTRIX commits to resolving grievances within the following timeframes:
Simple service issues: Within 5 business days
KYC or account issues: Within 7 business days
Technical/API issues: Within 10 business days
Sensitive or legal issues: Within 15 business days
In case of delay, the complainant will be informed of the reasons and revised timelines.
PAYOTRIX has officially appointed a Grievance Officer under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Details:
Name: [Insert Officer Name]
Email: grievance@payotrix.com
Designation: Grievance Redressal Officer
Jurisdiction: PAN India and International digital users
Availability: Monday to Friday, 10:00 AM to 6:00 PM IST
The Officer is responsible for:
Receiving and reviewing all grievances
Coordinating investigation and internal routing
Ensuring legal compliance during redressal
Maintaining logs and case data for audits
Reporting monthly grievance analytics to management
If a complaint remains unresolved beyond the stipulated time:
Level 1: Reopen ticket within 3 business days
Level 2: Escalate to Nodal Officer at nodal@payotrix.com
Level 3: Seek external resolution via regulatory bodies (e.g., RBI Ombudsman, CERT-In)
Each escalation step must follow the correct ticket trail for record continuity.
Support Executive – Initial resolution
Grievance Officer – Formal review and coordination
Nodal Compliance Officer – Regulatory-level escalation
Legal Counsel / CEO – Final internal arbitration (if required)
Each tier must attempt resolution before moving upward in the hierarchy.
A grievance resolution may result in:
Issue resolution and acknowledgement
Policy clarification or correction
Platform bug fixing and patch release
Refund as per Refund Policy (only if applicable)
Apology and/or corrective actions in case of staff error
All resolutions are logged with timestamps and officer IDs.
Complaints may be rejected if:
Filed with invalid/incomplete identity
Relate to third-party gateway performance
Include offensive, threatening, or fake content
Attempt fraud or impersonation
Involve issues already resolved with documentation
Rejection notices will include reasons and optional appeal information.
All grievance records are digitally archived for a minimum of 5 years, including:
Email trails and documents
Officer responses and timestamps
Escalation logs
Final decisions and audit notes
These records may be made available to regulators or courts upon request.
Protection Against Retaliation
PAYOTRIX ensures that users or merchants who raise grievances are not subjected to any form of retaliation, service denial, or intimidation. Raising a valid complaint, even if critical of platform behavior, will not affect your account status or platform privileges, provided it is done respectfully and with authentic intent. Any attempt by employees or third-party agents of PAYOTRIX to retaliate or harass complainants will result in disciplinary action and potential contract termination.
While PAYOTRIX prefers authenticated complaints for effective resolution, users may report system abuse, staff misconduct, or legal violations anonymously via a secure feedback form. However, anonymous grievances:
Will only be processed if accompanied by strong verifiable proof
May result in limited investigation due to lack of identity trace
Are not eligible for personal updates or escalations
Anonymous channels are designed to uncover internal corruption or policy breaches and are handled directly by senior compliance personnel.
Each grievance is categorized based on urgency and nature:
Critical: Security breach, unlawful activity, legal threats
High: Repeated denial of access, API, or KYC failure
Medium: Service delays, email response issues
Low: UI bugs, minor inconvenience, suggestions
Each category is assigned to a specialized handling team for quicker and relevant action, improving resolution accuracy and internal accountability.
After a grievance is resolved, PAYOTRIX invites the complainant to:
Rate the resolution experience
Submit follow-up suggestions
Report unresolved concerns (if any)
This feedback helps assess the performance of redressal officers and strengthens future responsiveness. Ratings and notes are stored in secure internal dashboards and do not influence your account or service privileges.
PAYOTRIX’s compliance team periodically audits grievance logs to ensure:
Timely acknowledgment and closure
Escalations were handled per the matrix
Legal/regulatory cases were correctly routed
No complaint was auto-closed without documented reasoning
Audit findings are reported monthly to senior management, and necessary systemic changes are initiated as corrective actions.
The Nodal Officer, who oversees compliance and escalated grievances, has the authority to:
Override initial decisions taken by the Grievance Officer
Investigate policy breaches or legal violations in user complaints
Issue official statements to external regulators (e.g., RBI, CERT-In)
Suspend or terminate employees/staff involved in grievance misconduct
This role ensures top-tier resolution for sensitive or complex matters beyond standard operations.
If the user or merchant escalates grievances to legal authorities or government bodies, PAYOTRIX commits to full cooperation. This includes:
Providing grievance logs and communication threads
Complying with investigation orders
Attending hearings or mediation calls (if applicable)
PAYOTRIX respects the jurisdiction of regulators such as the RBI, the IT Grievance Appellate Committee, or Indian cyber law enforcement authorities.
All official responses from PAYOTRIX regarding grievances will:
Be digitally signed or sent via verified domains (e.g., *@payotrix.com)
Contain ticket numbers and timestamp logs
Never ask for passwords, OTPs, or payment confirmation during resolution
This protects users from phishing and impersonation attempts claiming to be from the Grievance Team.
To maintain legal adherence, PAYOTRIX ensures that:
All user grievances are resolved within 30 calendar days from the date of receipt
High-risk or legal grievances are acted upon within 72 hours
KYC- or access-related complaints do not cross 7 working days
This ensures compliance with RBI and IT Act response standards.
In case of legal escalation of unresolved grievances:
The jurisdiction will lie exclusively in Pune, Maharashtra, India
All proceedings shall follow Indian law under the IT Act and the Consumer Protection Act
Both parties may opt for arbitration or conciliation before moving to litigation
Jurisdiction information is disclosed to users during escalation levels 2 and 3.
Complaints involving issues caused by third-party integrations (e.g., hosting provider, payment aggregator APIs) are acknowledged and forwarded, but PAYOTRIX:
Bears no legal liability for their resolution
Will facilitate contact and provide available logs
Will not issue refunds or credits for third-party system failures
Users are expected to contact third-party support directly for gateway-related payment failures.
Users submitting repeated, unfounded, or abusive complaints may:
Be issued warnings for misuse of redressal systems
Have ticketing privileges limited temporarily
Be suspended if spam-level grievance filing continues
Genuine complainants raising valid concerns repeatedly will not be penalized.
PAYOTRIX publishes quarterly grievance reports on its website (or makes available on request) containing:
Number of complaints received and resolved
Average turnaround time
Number of escalated cases
Key improvements made
This ensures public accountability and meets guidelines under India’s Digital Grievance Code.
Grievance forms and acknowledgment emails are available in:
English (primary)
Hindi (regional support)
Optionally, other languages based on the user's region in the future
This ensures accessibility for merchants and customers across India and overseas. Visually impaired users may request alternative modes.
All grievance records are stored with restricted access. Only the following may view your complaint details:
Assigned grievance officer
Escalation officer (if applicable)
Legal auditor (if formally initiated)
The complainant
Details are not disclosed to other users or published, unless required by law.
Rights of the Complainant
Every complainant interacting with PAYOTRIX’s grievance redressal system holds the right to:
Receive a fair, unbiased, and timely investigation of the complaint
Access case updates throughout the grievance lifecycle
Appeal decisions to the next level of escalation
Be protected from any discriminatory or retaliatory actions
Request documentation of case handling for regulatory submission
These rights remain intact irrespective of merchant tier or account level.
Upon closure of each grievance, PAYOTRIX may send an optional satisfaction survey to the complainant. This allows users to:
Rate the quality and professionalism of the handling
Submit comments regarding any unresolved pain points
Suggest future improvements to the support/redressal workflow
These surveys are stored internally and never made public or shared with any third party.
In exceptional cases, such as:
Involvement of legal/regulatory bodies
Major platform downtime
Natural disasters or cybersecurity incidents
—Resolution time may exceed the standard SLA. In such cases, PAYOTRIX will:
Proactively communicate extended timelines
Provide a detailed explanation of the delay
Offer interim support where possible
No grievances are auto-closed due to delay without communication.
PAYOTRIX provides extended support to specially-abled users, including:
Allowing grievance submission via alternate formats (voice/email/form)
Offering agent-assisted grievance filing if requested
Providing accessible resolution formats (screen reader-compatible)
Such users may notify PAYOTRIX during submission or contact the Grievance Officer directly for assistance.
For users or merchants operating from foreign jurisdictions, PAYOTRIX:
Processes grievances in English only
Applies India-based SLA timelines and legal protocols
May reject cases that conflict with foreign jurisdiction laws
Refers unresolved matters to arbitration if required
Users agree that Indian law governs all service disputes on PAYOTRIX, regardless of their location.
Filing intentionally false or malicious grievances may result in:
Account flagging for compliance review
Temporary suspension of services
Permanent ban in case of repeated offenses
Legal action in cases involving defamation or fraud
This protects PAYOTRIX and its staff from false allegations and system misuse.
If PAYOTRIX responds to a grievance but receives no reply or confirmation from the complainant within 5 business days, the grievance will be considered resolved. Users can still reopen the case within 3 calendar days after closure by replying to the ticket thread.
Sensitive cases include:
Allegations of illegal content
Platform misuse involving minors
Security breaches
…are immediately escalated to the Nodal Officer and reported to appropriate authorities, such as:
Cyber Crime Cell
CERT-In
RBI or NPCI (for banking matters)
These cases bypass regular workflow and follow strict compliance protocol.
Merchants may authorize a third party (e.g., legal representative, compliance officer, co-founder) to submit and follow up on grievances on their behalf. However:
A signed declaration or authorization letter must be submitted
All responses will still be sent to the official registered email ID
Legal documents proving authorization may be requested for sensitive escalations
Upon request by regulators (RBI, IT Grievance Appellate Committee, TRAI, CERT-In), PAYOTRIX will:
Submit grievance records and closure logs
Demonstrate compliance with SLA timelines
Provide escalations and communication logs
These records may be redacted to protect personal or financial information unless lawfully required in full.
PAYOTRIX reserves the right to amend this Grievance Redressal Policy at any time, without prior notice, due to evolving legal obligations, platform updates, and user behavior analysis. Users are responsible for reviewing this page periodically. Continued use of the platform indicates acceptance of the latest policy version.
For questions, submissions, or escalations under this policy:
📧 Email: support@payotrix.com
