Grievance Policy
Purpose
The Grievance Policy for Mazorpay ("Policy") outlines the process by which customers can express their concerns, feedback, or grievances related to our payment gateway services. MazorPay is committed to addressing grievances in a fair and timely manner.
Scope
This Policy applies to all customers and users of the Mazorpay.
Submissions Of Grievences
Customers who wish to raise a concern or grievance should follow these steps:
- Send an email to info@mazorpay.com detailing the nature of the grievance.
- Include relevant transaction details, account information, and any supporting documentation.
Review & Resolution
- Mazorpay will acknowledge the receipt of the grievance within 24-48 business hours.
- Our team will conduct a thorough review of the grievance, considering all relevant information.
- We aim to provide a resolution within 2-3 business days of acknowledging the grievance. If additional time is required, we will notify the customer and provide an estimated resolution date.
Escalation
If the customer is dissatisfied with the initial resolution, they may escalate the grievance by contacting Nodal Officer at info@mazorpay.com. The escalation review will be conducted by a designated senior representative.
Communication
- Mazorpay will communicate the resolution to the customer via email or another agreed-upon method.
- The communication will include an explanation of the resolution and any necessary steps to be taken.
Confidantiality
All grievances and related information will be treated with utmost confidentiality, and access will be limited to personnel directly involved in the grievance resolution process.
No Retaliation
Customers who raise grievances will not face any form of retaliation or negative consequences for doing so.
Feedbacks & Improvements
- Mazorpay values customer feedback and grievances as opportunities for improvement.
- We may use anonymized feedback to enhance our services, processes, and customer experience.
Record Keeping
Mazorpay will maintain records of all grievances, including details of the grievance, the resolution process, and the outcome.
Governing Law
These Terms shall be governed by and construed in accordance with the laws of [Jurisdiction].
Contact Information
If you have any questions or concerns about these Terms, you can contact us at info@mazorpay.com
Address: 505-506 Eros City Square Mall, Sec.49 Gurugram, Haryana, India