GRIEVANCE REDRESSAL POLICY

1. Preamble

This Grievance Redressal Policy (hereinafter referred to as the “Policy”) has been formulated by RANAPAY INDIA PRIVATE LIMITED, a B2B financial services and technology company incorporated under the Companies Act, 2013, and operating under the brand name RanaPay. RanaPay provides digital financial services, including payment facilitation, agent and distributor management, and other fintech solutions in compliance with RBI, NPCI, and other applicable regulatory frameworks.

The purpose of this Policy is to ensure that all grievances raised by customers, agents, or distributors are handled in a fair, transparent, and timely manner in accordance with the laws of India. The Company recognizes that a well-defined grievance redressal system is essential to maintain customer confidence, enhance service quality, and ensure compliance with legal and regulatory frameworks.

2. Scope of Policy

This Policy applies to all products and services offered by RanaPay, including but not limited to:

• Closed-loop and Open-loop Prepaid Payment Instruments (PPIs)
• Prepaid and Gift Cards / Branded Vouchers
• Mobile Recharges and Utility Payments
• Bharat Bill Payment System (BBPS) Transactions
• Loan and Credit Facilitation Services
• Fixed Deposit (FD) Services (through partner institutions)
• Third-Party E-Commerce and Merchant Transactions
• Travel and Hotel Booking Services
• Rent Payment and Lifestyle Services
• Any other digital or payment-related service offered by RanaPay.

All grievances or complaints arising out of or in connection with the above services shall be covered under this Policy.

3. Objectives

The objectives of this Policy are to:

• Establish a standardized framework for addressing and resolving customer complaints in a fair, efficient, and timely manner.
• Ensure transparency in the grievance redressal process and promote accountability at all levels.
• Comply with the applicable regulatory guidelines and directives issued by the RBI, NPCI, and other competent authorities.
• Provide customers with multiple accessible channels to lodge their grievances.
• Continuously monitor, evaluate, and improve the grievance handling mechanism to enhance customer satisfaction.

4. Definitions

5. Guiding Principles

• Fairness: Every customer shall be treated with courtesy, fairness, and empathy.
• Transparency: The complaint handling process shall be open, traceable, and free from bias.
• Accountability: The Company and its officers shall take full responsibility for timely resolution of grievances.
• Confidentiality: All customer data and complaint details shall be kept strictly confidential and disclosed only when legally required.
• Regulatory Compliance: The grievance process shall adhere to the laws and directives issued by the RBI and other regulators.

6. Types of Grievances Covered

The Policy covers, but is not limited to, the following types of grievances:

• Wallet recharge, balance deduction, or transaction failure issues.
• Payment processing errors or delays.
• Failed or delayed BBPS transactions.
• Card activation, usage, or cancellation issues.
• Loan disbursement or repayment discrepancies.
• Fixed Deposit processing or maturity concerns.
• Gift Card/Voucher redemption issues.
• Third-party payment disputes (shopping, hotel, travel, rent, etc.).
• Unauthorized, duplicate, or fraudulent transactions.
• Non-adherence to turnaround time (TAT) for refunds or failed transactions.

8. Unauthorized Transaction Reporting

• Customers may report unauthorized or suspicious transactions through the RanaPay App, Website, or via email atinfo@ranapay.in.
• The Company will take immediate steps to block the affected account and initiate an internal investigation.
• Such cases will be handled in accordance with the RBI circular on “Limiting Liability of Customers in Unauthorized Electronic Banking Transactions.”