Grievance Policy

1. Introduction

Same Day Solution Pvt. Ltd. ("Company", "we", "us", or "our") is committed to providing excellent customer service and addressing all grievances in a timely and effective manner. This Grievance Policy ("Policy") outlines our grievance redressal mechanism in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and other applicable laws in India.

This Policy applies to all users of our fintech services, including merchants, end customers, and any other individuals or entities who interact with our Services.

2. Grievance Officer

In accordance with the IT Rules, 2011, we have appointed a Grievance Officer to address your concerns and grievances. The Grievance Officer is responsible for:

• Receiving and acknowledging grievances
• Investigating grievances in a fair and timely manner
• Resolving grievances within the prescribed timelines
• Maintaining records of all grievances and their resolutions
• Providing updates on grievance status

3. Types of Grievances

You may file a grievance regarding:

• Service-related issues, including transaction failures, delays, or errors
• Billing and payment disputes
• Account access issues
• Privacy and data protection concerns
• Unauthorized transactions
• Refund requests
• Technical issues affecting service delivery
• Violation of Terms and Conditions
• Any other matter related to our Services

4. How to File a Grievance

4.1 Online: You can file a grievance through:

• Email: grievance@samedaysolution.in
• Contact form on our website
• Customer support portal (if available)

4.2 Required Information: When filing a grievance, please provide:

• Your full name and contact information
• Account details (if applicable)
• Transaction ID or reference number (if applicable)
• Detailed description of the grievance
• Supporting documents or evidence
• Date and time of the incident (if applicable)

4.3 Offline: You can also file a grievance by sending a written complaint to our registered office address mentioned above.

5. Grievance Redressal Process

Step 1: Receipt and Acknowledgment

• We will acknowledge receipt of your grievance within 2 business days
• You will receive a unique grievance reference number for tracking

Step 2: Investigation

• Our Grievance Officer will investigate your grievance
• We may request additional information or documents from you
• Investigation may involve reviewing transaction logs, system records, and communication history

Step 3: Resolution

• We will provide a resolution within 30 days from the date of receipt
• For complex grievances, we may require additional time, which will be communicated to you
• Resolution may include refund, correction, explanation, or other appropriate action

Step 4: Communication

• We will communicate the resolution to you via email or phone
• If you are not satisfied with the resolution, you may escalate as per Section 6

6. Escalation Process

If you are not satisfied with the resolution provided by our Grievance Officer, you may:

• Level 1: Escalate to the Senior Management by emailing management@samedaysolution.in
• Level 2: File a complaint with the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
• Level 3: Approach the appropriate regulatory authority, such as RBI (if applicable) or other relevant authorities
• Level 4: Seek legal recourse through courts of competent jurisdiction in Delhi, India

7. Timeline for Resolution

7.1 Standard Grievances: 30 days from the date of receipt

7.2 Complex Grievances: Up to 45 days, with prior intimation to you

7.3 Urgent Grievances: We will prioritize urgent grievances, such as unauthorized transactions or security breaches, and aim to resolve them within 7-15 days.

8. Grievance Tracking

You can track the status of your grievance using the unique reference number provided in the acknowledgment. You may also contact our customer support team for updates on your grievance status.

9. Confidentiality

We maintain strict confidentiality regarding all grievances. Information provided in grievances will be used solely for the purpose of resolving the grievance and will not be disclosed to third parties except as required by law or with your consent.

10. False or Frivolous Grievances

Filing false or frivolous grievances is strictly prohibited. We reserve the right to take appropriate action, including legal action, against individuals who file false or malicious grievances.

11. Consumer Rights

Under the Consumer Protection Act, 2019, you have the right to:

• File a complaint with the Consumer Disputes Redressal Commission
• Seek redressal for deficiency in service
• Claim compensation for any loss or damage suffered
• Access our grievance redressal mechanism

12. Contact Information

For filing grievances or inquiries about this Policy, please contact: