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Customer Grievance Redressal Policy

Objectives and Scope

PayNearby strives to provide best-in-class service delivery and has a dedicated customer care team that operates 24X7 for addressing such complaints.

Hence, PayNearby has developed a procedure for promptly attending to customer grievances regarding various issues with its services.

Redressal Matrix
    • Type
    • Name & Contact Details
    • Remarks
    • Level 1
    • Customer Care Team
      Phone -  +91 9994909090
      PayNearby App

    • The acknowledgment of the grievance raised will be sent by PayNearby Query resolution team with the ticket number upon receipt of the same

      Note: Resolution of the complaint may get delayed due to operational or technical reasons. In such a scenario, the customer would be proactively informed of the timelines during which the complaint will be addressed

      Response/Resolution TAT – Please refer to the product-wise resolution timelines for first-level resolution as enclosed Click here

    • Level 2
    • Grievance Redressal Team
      Email -   grievances@paynearby.in
      Phone -  +91 44 380 380 42

    • The Grievance Redressal Team may be reached out in a case where the customer feels that the resolution provided by Level 1 is not satisfactory

      For any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip the previous level and directly send a mail to the Grievance Redressal Team

      Note:
      1. Unresolved ticket number of the 1st level is mandatory.
      2. Calls to the Grievance Redressal team shall be attended on (working days) Monday to Friday between 10.30 A.M to 6.30 P.M

      Response/Resolution TAT – 5 Working Days

    • Level 3
    • Nodal Officer
      Email -  
      escalation.nodalofficer@paynearby.in

    • The customer may also escalate to the Nodal Officer if no timely or satisfactory response provided in the above-mentioned levels/teams

      Response/Resolution TAT – 5 Working Days

  • Please Note:

    a. All the customers are requested to adhere to the above-defined hierarchy of escalation matrix. Skipping levels in the redressal matrix may lead to failure in acknowledging and resolving grievances.

    b. Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes as it might lead to fraudulent attempts and losses

  • Click here to download the Grievance Redressal Policy

**Regulatory Bodies, Law enforcement agencies and Partner Service Providers are requested to reach out directly to the Grievance Officer for speedy redressal.

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For SBM Customer Care, please contact:

Nearby Technologies Private Limited, 2023

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