AAOPAY GRIEVANCE REDRESSAL POLICY
(Issued by HARI PAY PRIVATE LIMITED)
1. Preamble
This Grievance Redressal Policy (“Policy”) has been formulated by HARI PAY PRIVATE LIMITED, operating under the brand name AaoPay. The purpose of this Policy is to ensure that all grievances raised by customers regarding AaoPay’s products, services, or operations are handled in a fair, transparent, and timely manner in compliance with laws including the Payment and Settlement Systems Act, 2007, RBI Master Directions, and NPCI/BBPS guidelines.
The Company recognizes that a strong grievance redressal system builds trust, enhances service quality, and ensures compliance with regulatory frameworks.
2. Scope of Policy
This Policy applies to all products and services offered by AaoPay, including but not limited to:
- Closed-loop and Open-loop Prepaid Payment Instruments (PPIs)
- Prepaid and Gift Cards / Branded Vouchers
- Mobile Recharges and Utility Payments
- Bharat Bill Payment System (BBPS) Transactions
- Loan and Credit Facilitation Services
- Fixed Deposit (FD) Services (through partner institutions)
- Third-Party E-Commerce and Merchant Transactions
- Travel and Hotel Booking Services
- Rent Payment and Lifestyle Services
- Any other digital or payment-related service offered by AaoPay
All grievances or complaints arising out of or in connection with the above services shall be covered under this Policy.
3. Objectives
- Establish a standardized framework for addressing and resolving customer complaints in a fair, efficient, and timely manner.
- Ensure transparency in the grievance redressal process and promote accountability at all levels.
- Comply with the applicable regulatory guidelines and directives issued by the RBI, NPCI, and other competent authorities.
- Provide customers with multiple accessible channels to lodge their grievances.
- Continuously monitor, evaluate, and improve the grievance handling mechanism to enhance customer satisfaction.
4. Definitions
| Company | HARI PAY PRIVATE LIMITED, operating under the brand name AaoPay. |
| Customer | Any individual or entity utilizing the services, products, or solutions offered by AaoPay. |
| Complainant | A customer who lodges a complaint regarding any deficiency in service or dispute. |
| Grievance / Complaint | Any written or verbal communication expressing dissatisfaction about a product, service, or staff behavior. |
| Redressal | Redressal The process of resolving or addressing a grievance. |
| System Participant | Banks, payment aggregators, or any third-party entities engaged in AaoPay operations. |
| Principal Nodal Officer | Principal Nodal Officer Senior officer designated by the Company to handle escalated complaints. |
| Working Day | Any day on which the Company’s corporate office is open for business, excluding Sundays and public holidays. |
5. Guiding Principles
- Fairness: Every customer shall be treated with courtesy, fairness, and empathy.
- Transparency: The complaint handling process shall be open, traceable, and free from bias.
- Accountability: The Company and its officers shall take full responsibility for timely resolution of grievances.
- Confidentiality: All customer data and complaint details shall be kept strictly confidential and disclosed only when legally required.
- Regulatory Compliance: The grievance process shall adhere to the laws and directives issued by the RBI and other regulators.
6. Types of Grievances Covered
The Policy covers, but is not limited to, the following types of grievances:
- Wallet recharge, balance deduction, or transaction failure issues.
- Payment processing errors or delays.
- Failed or delayed BBPS transactions.
- Card activation, usage, or cancellation issues.
- Loan disbursement or repayment discrepancies.
- Fixed Deposit processing or maturity concerns.
- Gift Card/Voucher redemption issues.
- Third-party payment disputes (shopping, hotel, travel, rent, etc.).
- Unauthorized, duplicate, or fraudulent transactions.
- Non-adherence to turnaround time (TAT) for refunds or failed transactions.
7. Grievance Redressal Mechanism
Level 1 – Customer Support
- Mode of Complaint: Customers can register complaints through:
- The AaoPay App or Website (Help & Support section)
- Email to info@aaopay.in
- Acknowledgement: Within 48 hours of receipt.
- Resolution Timeline: Within 7 working days.
- In case of a delay, the customer will be informed of the reason and the expected resolution date.
Level 2 – Grievance Escalation
- If not satisfied at Level 1, escalate to the Grievance Cell.
- Email: legal@aaopay.in
- Phone: +91 7840075527
- Acknowledgement: Within 24 hours.
- Resolution Timeline: Within 5 working days.
Level 3 – Principal Nodal Officer Escalation
- If unresolved at Level 2, escalate to the Principal Nodal Officer.
- Principal Nodal Officer: Mr. Divyanshu Kumar
- Nodal Officer: Mr. Prashant Gandhi
- Email: legal@aaopay.in
- Phone: +91 7840075527
- Acknowledgement: Within 24 hours.
- Resolution Timeline: Within 7 working days.
8. Unauthorized Transaction Reporting
Customers may report unauthorized or suspicious transactions through the AaoPay App, Website, or via email at info@aaopay.in. The Company will take immediate steps to block the affected account and initiate an internal investigation. Such cases will be handled in accordance with the RBI circular on “Limiting Liability of Customers in Unauthorized Electronic Banking Transactions.”
9. Refund and Failed Transaction Policy
Refunds for failed or incomplete transactions shall be processed in accordance with the RBI guidelines on Turnaround Time (TAT) for failed transactions. Auto-reversal and compensation timelines will be as follows:
- Wallet / Card transactions: Within 5 working days.
- BBPS transactions: Within 7 working days.
- Third-party merchant payments: Within 10 working days (subject to partner confirmation).
10. BBPS Grievance Redressal Framework
For transactions conducted under the BBPS network, AaoPay shall follow the dispute resolution framework laid down by NPCI. All grievances shall be recorded and tracked through the centralized Complaint Management System (CMS), which ensures real-time updates, audit trails, and automatic escalation if not resolved within the defined TAT.
11. Confidentiality and Data Protection
All complaint records and customer data shall be maintained securely in compliance with the Information Technology Act, 2000, Data Protection Guidelines, and Company’s Privacy Policy. Access to such data shall be restricted to authorized personnel only.
12. Monitoring and Review
- The Company’s Grievance Redressal Committee shall periodically review complaint statistics, resolution time, and trends to identify systemic issues.
- An internal audit of the grievance process shall be conducted at least once every six months.
- Reports shall be submitted to the Board of Directors and compliance authorities as required.
13. Compliance Statement
This Policy aligns with:
– Payment and Settlement Systems Act, 2007
– RBI Master Direction on PPIs
– RBI Guidelines on Grievance Redressal
– NPCI & BBPS Operational Guidelines
14. Policy Review and Amendments
This Policy shall be reviewed annually or as and when required due to regulatory updates, introduction of new products, or changes in business operations. Any amendments shall be approved by the Board of Directors of the Company.
15. Disclosure and Publication
- Displayed on www.aaopay.in
- Accessible in the AaoPay app (Customer Support → Legal)
- Available on request to regulators/customers
16. Effective Date
Effective from 01 November 2025 | Next Review: 01 November 2026
Complaint Tracking: Customers can track their complaints through the 'Help & Support → Track Complaint' section in the app or website.
Non-Discrimination: All customers will be treated equally and fairly regardless of their location, language, or background.