1. Our Commitment
OUTPAY INDIA is committed to resolving customer, merchant and distributor concerns promptly and fairly. This policy explains how to raise a grievance and what you can expect from our resolution process.
2. What You Can Raise a Grievance About
- A failed or disputed transaction at an OUTPAY merchant point.
- Merchant conduct that does not match our published conduct rules — for example, being asked for a UPI PIN or OTP, or undisclosed charges.
- Delays or issues with merchant or distributor onboarding.
- Commission or settlement discrepancies.
- Any other concern about our website, platform or network.
3. How to Reach Us
You can raise a grievance through our Contact Us form (select "Customer Support" or "Transaction Support" as applicable), by emailing info@outpayindia.com, or by calling +91 99669 94159. Please include your name, mobile number, and — for transaction issues — the transaction date and reference or digital receipt.
4. Process & Timelines
| Step | Typical Timeline |
|---|---|
| Acknowledgement of your grievance | Within 2 business days |
| Initial response or resolution | Within 7 business days |
| Complex cases involving a partner bank or payment network | May take longer, depending on that partner's own resolution timelines |
These timelines are targets that guide our internal process; matters requiring action by a partner bank, payment network, or regulator may take longer than we can control directly, as OUTPAY INDIA is not itself a bank.
5. Escalation
If you are not satisfied with the response to your grievance, you may request escalation to our Grievance Officer (see Section 6). Please reference your original enquiry or complaint when escalating.
6. Grievance Officer
For unresolved matters, you may write to our Grievance Officer at info@outpayindia.com with the subject line "Grievance Escalation," or call +91 99669 94159 and request escalation.