Grievances & Dispute Redressal Policy

PayGoal values the satisfaction of their customers & merchants (hereinafter referred to as “User”) and strives to provide high-quality services. However, we understand that there may be times when a user may have a complaint or concern. This Grievances Redressal Policy is designed to ensure that such issues are handled within time and in an efficient manner.

Grievance redressal refers to the process of addressing and resolving grievances or complaints raised by individuals or groups. The process involves listening to the complainant, investigating the issue, and taking necessary actions to resolve the problem. Grievance redressal can be formal or informal and can occur in various circumstances based on the below mentioned disputes.

Types of Disputes:

  1. Unauthorized Transactions: This occurs when a payment is made on a user's account without their permission or knowledge. This can happen due to fraud or other unauthorized activity.
  2. Billing Errors: This occurs when a user is charged an incorrect amount for a product or service, or is charged for something they did not receive.
  3. Merchandise or Service Issues: This occurs when a user receives a product or service that is different from what was promised, is defective or damaged, or is not delivered at all.
  4. Refunds: This occurs when a user requests a refund for a product or service, but does not receive it, or the amount refunded is less than what was expected.
  5. Chargebacks: This occurs when a user disputes a payment with their bank or card issuer, and the funds are requested for reversal to the user's account.
  6. Subscription Cancellations: This occurs when a user cancels a subscription but is still charged for it, or when a user continues to be charged for a subscription after it has been cancelled.
  7. Disputed Fees: This occurs when a user disputes a fee that they were charged, such as a late payment fee or an overdraft fee.

Complaints Procedure

Users are encouraged to contact our customer service department at 011-41582837 in the event of any complaint or concern. User can also raise their complaint via email at support@paygoal.in . We try responding to all complaints within 24 hours of receipt. Our customer service department operates between 10:00 AM to 6:00 PM on Monday to Saturday (excluding banking holidays).

Complaints Handling

All complaints will be handled by our customer service department, who will assign the complaint to an appropriate representative to investigate and resolve the issue. Our representatives are well trained to handle customer complaints and will do so in a professional and courteous manner.

Investigation

Our representatives investigate the complaint thoroughly, including reviewing any relevant documentation and communicating with any parties involved. We will keep the user informed via email of the progress of the investigation and any proposed resolution.

Resolution

We strive to resolve complaints as quickly as possible and will work with the customer to find a satisfactory resolution. In the event that the customer is not satisfied with the proposed resolution, we will work with them to find an alternative solution.

Escalation

If the customer is not satisfied with the proposed resolution or the handling of their complaint, they may escalate the issue to a higher level of management. The escalation process will be clearly outlined to the customer at the time of their complaint.

Level 1 - support@paygoal.in

On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, and up to a maximum of 7 working days in special cases pertaining to third-party transactions.

Level 2 - kam@paygoal.in

On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, and up to a maximum of 7 working days in special cases pertaining to third-party transactions.

Level 3 - nodal@paygoal.in

On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, and up to a maximum of 7 working days in special cases pertaining to third-party transactions.

Record Keeping

We will maintain records of all customer complaints and their resolution. These records will be used to identify patterns or trends and improve our products and services. Records shall be maintained for a maximum period of 5 years from the date of initiating the complaint

Confidentiality

All customer complaints l shall be handled in a confidential manner, and any information shared will be limited to those involved in the investigation and resolution of the complaint.

Continuous Improvement

We will review our Grievances Redressal Policy regularly and make improvements as necessary to ensure that our users are treated fairly and that their concerns are addressed in a timely and efficient manner.