GRIEVANCE REDRESSAL POLICY

We at Transact Bridge value all our Partners and customers and assure a sincere and transparent approach with all our Partners and customers. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal mechanism and implemented this Grievance Policy (“Grievance Policy”). This Grievance Policy aims at minimising instances of customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customer grievances.

We understand that customer grievances could come in various circumstances like a gap in the promised and delivered service levels. And also due to the genuine technical or communicative errors in the system. Customers have complete authority to share feedback / raise a complaint if they are disappointed with the services rendered by Transact Bridge They can highlight or escalate their complaint / feedback / suggestions in writing, via email, calls to our Customer Support number or on our website www.transactbridge.com. If a customer’s dilemma is not resolved within the given time or if they are dissatisfied with the solution/resolution offered by Transact Bridge they may approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal. In order to make Transact Bridge redressal channels more effective and meaningful, a structured system has been put in place. This system will ensure that the complaints are readdressed seamlessly and well within the committed time frame.

For the purpose of this Grievance Policy, (i) a customer means user of Transact Bridge (ii) a grievance means any gap in the promised and delivered service levels which may be related to payments only.

PRINCIPLES GOVERNING THIS GRIEVANCE POLICY

1. All initiatives and strategies developed by Transact Bridge are made with the customer as the prime focus.

2. Prompt and efficient customer service is essential for our business

3. Constantly devising newer and smarter mechanisms to receive and redress customer

4. The details of grievance redress mechanism to be placed in the domain of public knowledge (website).

5. All employees at Transact Bridge must work in good faith and without prejudice to the interests of the Customers.

6. The grievances will be dealt with promptly

7. Transact Bridge promises to rectify any issue faced by a customer effectively and in a timely

8. All customers are to be treated fairly and equally at all

9. Customers should be informed about the channels to escalate their complaints, concerns and grievances within Transact Bridge.

GENERAL ISSUES / COMPLAINTS

For Customer:

• Refund issues
• Transaction related issues
• General Queries

Our teams undergo regular training to ensure that consumer’s queries and grievances are handled in an appropriate manner. They are encouraged to work in a manner which helps us in offering a first- time resolution and in turn build the consumer trust and confidence. This reflects in both the operations as well as the customer communications.

At Transact Bridge we value the customer experience is what we focus on and constantly analyse and implement the feedback received. Therefore, a mechanism has been initiated for analysis and requisite working towards rectification of any concerns identified within the system at the root level. This helps in improving the overall quality of the service levels continually.

Note * Customer can lodge their complaint 24*7 by raising Ticket at [email protected]

GRIEVANCE REDRESSAL PROCESS

The Transact Bridge understands that customer service is an important and integrated aspect for undertaking Reseller business. It is committed to resolve the queries and complaints raised by their customers to provide best in class customer service. The Company will set up a grievance handling process to ensure that customer’s queries and complaints are resolved in a timely manner.

The Transact Bridge will also appoint a Nodal Officer who will be responsible for the overall regulatory and customer grievance handling functions. The details of the Nodal Officer will be available on the Transact Bridge’s website. The primary responsibility of a Nodal Officer will be to supervise and control all the complaints raised and proficiently run the overall grievance redressal program.

The Company will also have dedicated resources who will be responsible to ensure that all complaints raised by the customers are addressed and closed as per stipulated Turn-Around-Time (TAT). Typical, TAT followed to resolve any queries/ complaints will be as follows:

The detailed step-by-step grievance redressal process, which will be implemented by the Company, is outlined as below:

Customer can raise a ticket through the following ways

• By dialling Phone number +918527088002 which can be contacted between 10:00 AM to 6:00 PM, 5 Days working Monday to Friday.

• Sending an email to [email protected]

• The customer must raise the grievance with all the relevant and accurate details of the transaction such as the partner’s name, transaction id (if available), transaction amount, name, customer id, registered mobile number and/or registered email address.

• Upon a successful Grievance Registration by the customer, a unique ticket shall be generated against the corresponding Grievance and shared the same with the customer via email and/or SMS (“Grievance Ticket Number”) for the customer’s reference. The Grievance Ticket Number shall be used by the customer care team for all future references and for supporting all queries in relation to the corresponding Grievance.

• The customer is advised to keep secure the Grievance Ticket Number. The Customer must also cite the Grievance Ticket Number in all correspondence and communications (oral or written) or as and when called upon to do so by the customer care team.

• A representative will acknowledge the grievance immediately on the receipt of complaint and initiate action to have the grievance resolved within 48 hours

• Post submission, the customer care team will address each Grievance Ticket Number on a first-in-first-out basis and will endeavour to resolve the Grievance within the turn- around time (as mentioned above) for resolution of such Grievance (“TAT”). The ticket will be assigned to the relevant teams for resolution. For e.g., settlement related complaints will be directed to the finance operation team, whereas tech or integration related tickets will be redirected to the tech support team.

• The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in

• The follow up action taken in respect of such complaints shall be advised to customers by e- mail only.

Customer Grievance Redressal Flow (Indicative)