1. Introduction
At PaySprint Private Limited (“the Company”), we place our customers at the heart of everything we do. This Customer Grievance Policy outlines our approach to addressing customer concerns promptly, courteously, and effectively.
2. Objective
Ensure a transparent, fair, and timely resolution of customer grievances to help continuously improve our services and products.
3. Guiding Principles
- Customers are central to all our strategies and initiatives.
- Customer satisfaction and delight are essential for business growth.
- Customer feedback is a key driver of innovation and improvement.
- We simplify customer experiences through innovative solutions.
- Our grievance redressal mechanism is constantly improved for better service delivery.
4. Our Commitment
- Every grievance will be addressed promptly and courteously.
- Issues will be resolved efficiently within the communicated timeframes.
- We have a dedicated Customer Engagement team to handle queries and concerns.
- We actively seek, value, and encourage customer feedback.
5. Channels for Raising Grievances (Escalation Level 1)
- Phone: 080-35393953 (8:00 AM to 8:00 PM, working days)
- Email: cd@paysprint.in
Upon receipt of a complaint:
- Acknowledgment within 48 hours
- Unique reference number assigned for tracking
- Resolution within 7 working days from acknowledgment
- Closure only upon customer confirmation and satisfaction
Note: Escalations without a reference number will not be treated as formal complaints.
6. Escalation Matrix
Level 2 Escalation
- Write to: Customer Care, PaySprint Private Limited, 101, First Floor, Plot No. 42, DLF Industrial Area, Kirti Nagar, New Delhi – 110015, India
- Email: ops@paysprint.in
- Include the Level 1 reference number and contact details
- Acknowledgment within 48 hours, resolution within 7 working days
Level 3 Escalation (Nodal Officer)
- Nodal Officer: DEEPANKAR AGGARWAL
- Write to: 101, First Floor, Plot No. 42, DLF Industrial Area, Kirti Nagar, New Delhi – 110015, India
- Email: nodaldesk@paysprint.in
- Acknowledgment within 24 hours, resolution within 7 working days
- Complaints must include Level 1 reference number
7. Data Use and Access
- Your information may be used for new, unanticipated uses not previously disclosed.
- If practices change, you will be notified and given an opt-out option.
- Users can request access to their data by emailing cd@paysprint.in.
8. Security
We use industry-standard encryption technologies and comply with the Information Technology Act, 2000 and the Rules of 2011.
9. Advertisements on Website
Third-party advertisers may use anonymized data to show ads. We recommend reviewing their privacy policies before sharing personal information.
10. Links to Other Sites
Our website may link to other sites that may collect personal information. We are not responsible for their practices or content.
11. Amendments
PaySprint reserves the right to revise this policy at any time without prior notice.
12. Nodal Desk Contact
- Timing: Monday to Friday, 10:00 AM to 6:00 PM
- Address: PaySprint Pvt. Ltd., 101, First Floor, Plot No.42, DLF Indl Area, Kirti Nagar, New Delhi - 110015
- Email: info@paysprint.in
If you do not wish to receive emails from us, please contact info@paysprint.in.
If you believe we are not complying with this policy, reach out at our published address or email.
NOTE: YOU ACKNOWLEDGE AND AGREE THAT ANY DISPUTE OVER PRIVACY IS SUBJECT TO THIS POLICY AND THE TERMS OF USE. JURISDICTION FOR DISPUTES IS WITH THE INDIAN COURTS AT DELHI.