Grievance Redressal Policy

Your voice matters to us

Transparent and efficient complaint resolution mechanism

Last Updated: 1st June 2025

Table of Contents

1. Introduction

InstaFlexi Pay Solutions Private Limited ("FUPAY", "We", "Our", or "Us") is committed to providing a fair, transparent, and prompt mechanism for handling complaints and grievances related to our partners for payment gateway services, UPI collections services, QR payments services, payout services, and all other services offered through www.fupay.in.

Regulatory Compliance

This policy is designed in compliance with the guidelines issued by the Reserve Bank of India (RBI), NPCI, and provisions under the Information Technology Act, 2000 to ensure customer protection and timely resolution.

2. Objectives

Our grievance redressal mechanism aims to:

  • Fair Handling: Ensure fair handling of complaints in a timely and efficient manner
  • Easy Access: Provide Merchants and End Users with easy access to raise grievances
  • Regulatory Compliance: Adhere to applicable regulatory guidelines and maintain accountability
  • Continuous Improvement: Identify gaps and take corrective actions to improve processes

3. Scope

This grievance redressal policy covers:

  • Merchants: All Merchants using FUPAY's payment and payout services through partners such as RBI registered PAPGs and Banks
  • End Users: End Users who make payments through FUPAY-powered payment solutions through partners such as RBI registered PAPGs and Banks
  • Partners: Partners, banks, or stakeholders associated with our payment infrastructure

4. Channels for Raising Grievances

Multiple Contact Channels

We provide multiple channels for raising grievances:

📧 Mobile No:7733010193

📧 Email: info@instaflexi.in

📍 Registered Office:
InstaFlexi Pay Solutions Private Limited
Shop No: 320, 3rd Floor, Krish Square, Opp. MPS School,
Bhagat Singh Colony, Bhiwadi, Alwar, Rajasthan, India, 301019

5. Grievance Registration Process

Registration Steps

  • Acknowledgment: All complaints will be acknowledged within 72 working hours of receipt
  • Tracking ID: A unique Ticket ID/Reference Number will be provided to track the grievance status
  • Internal Record: The complaint will be recorded in our internal Grievance Register for monitoring and compliance

6. Grievance Resolution Timelines

Type of Grievance Resolution Timeline
Transaction disputes, failed payments, refunds Within 10-15 working days
KYC/account-related complaints Within 15-20 working days
Other general complaints Within 15 working days
Escalated/unresolved complaints Within 30 working days

Important Note

Complex cases requiring external stakeholder input (banks, PG, NPCI) may take longer. Customers will be kept informed of delays and reasons.

7. Escalation Matrix

If you are not satisfied with the resolution provided through the first point of contact, you may escalate your complaint through our structured escalation process:

Escalation Levels

1
First Level - Customer Support

Initial complaint handling and resolution through our customer support team

2
Second Level - Nodal Officer

Escalation to Nodal Grievance Officer for unresolved complaints

3
Third Level - Banking Ombudsman

Approach RBI Ombudsman under the Integrated Ombudsman Scheme, if applicable

Nodal Grievance Officer

Name: Abhishek Kumar

Address: InstaFlexi Pay Solutions Private Limited
Shop No: 320, 3rd Floor, Krish Square, Opp. MPS School,
Bhagat Singh Colony, Bhiwadi, Alwar, Rajasthan, India, 301019

8. Customer Responsibilities

To ensure efficient grievance resolution, customers are expected to:

  • Avoid Frivolous Complaints: Avoid raising frivolous or fraud complaints or chargebacks
  • Provide Complete Information: Share complete and accurate information for faster resolution
  • Cooperate: Cooperate during investigation or verification processes
  • Quote Reference: Quote your Ticket ID/Reference Number for follow-ups

9. Review and Monitoring

Continuous Improvement

  • Periodic Review: The Grievance Redressal Mechanism is reviewed periodically by our Compliance Team and Board
  • Data Monitoring: Data on nature of complaints, resolution TATs, and repeat complaints are monitored
  • Service Quality: Insights are used to improve service quality and prevent recurrence

10. Regulatory Compliance

We are committed to maintaining full compliance with the grievance redressal guidelines set out by:

  • Reserve Bank of India (RBI): Banking ombudsman guidelines
  • NPCI: UPI and digital payment regulations
  • Information Technology Act, 2000: Digital transaction regulations

Our Commitment

We ensure fairness, transparency, and accountability in every step of the grievance redressal process.

Contact Information

For any grievances or complaints, please contact us:7733010193

Email: info@instaflexi.in

Address: InstaFlexi Pay Solutions Private Limited
Shop No: 320, 3rd Floor, Krish Square, Opp. MPS School,
Bhagat Singh Colony, Bhiwadi, Alwar, Rajasthan, India, 301019

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