Grievance Redressal Policy

1. OBJECTIVES OF POLICY

1.1. At Quicktouch Technologies Limited (“us” or “we” or “our” or “Quicktouch”), we prioritize customer satisfaction as we believe it to be an important aspect of developing any business. We attempt to comply with best industry practices to maintain the integrity of our services. This Grievance Redressal Policy (“Policy”) covers how we address any complaints or grievances raised by merchants (“Merchants”) and/or the buyers of the products and/or services offered by the Merchants (“Customers”), collectively identified as (“you” or “your”) on our Platform.

1.2. The objectives of this Policy are:

a. To provide transparency and accessibility of information to you so as to enable quick resolution of any disputes and/or complaints raised by merchant/customer.
b. To resolve the grievances in accordance with the turnaround time for resolving disputes prescribed under applicable guidelines.
c. To provide a clear and transparent process for handling customer grievances related to payment processing services, ensuring timely and effective resolution.

2. SCOPE OF POLICY

This Policy extends to all Customers/Merchants on the Platform. All grievances shall be addressed as per the framework prescribed in the Policy.

3. REPORTING OF COMPLAINTS/ESCALATION MATRIX FOR MERCHANTS

3.1 Reporting

We aim to resolve the grievances of our Merchants in an expeditious manner. Keeping in mind the Merchant’s interests and stipulations by the Reserve Bank of India (“RBI”), we have provided various avenues to raise any grievances. Merchants are requested to share details with respect to the error faced along with a screenshot and relevant transaction reference details. We may also ask for additional details regarding the transaction or complaint from the Merchant, to provide better service in future. We would like to clarify that the timelines for the resolution of failed transactions and compensation payable for delay in resolution of failed transactions shall be as per the timelines stipulated under clause 8 of this Policy in accordance with the turn-around time as prescribed by the RBI.

a. Email support

i. Merchants may reach out to our support help desk 24*7 via email at support@quicktouch.co.in Emails received on the above-mentioned email ID are converted to tickets internally for the support team’s reference.
ii. Any query raised by the Merchant/ Customer is evaluated and resolved on a priority basis. Priority shall be defined based on the level of impact posed on the day-to-day business.

b. Voice call support

i. Merchants may choose to report their grievance through a voice call by contacting this number: +91-8882209512 active from 10:00 A.M. to 06:00 P.M., Monday – Friday (Excluding Bank Holidays).

c. On Website Portal

i. Merchant may raise a request/complaint from our portal under Contact Us.

3.2 Escalation Matrix

Any unresolved enquiry shall be escalated in the following order:

Level	Department	Contact Details	TAT (after raising the complaint)
Level I	Support team	@support@quicktouch.co.in	3 Days
Level II	Key Account Management team	kam@quicktouch.co.in	7 Days
Level III	Nodal Officer	compliance@quicktouch.co.in	10 Days

*Additionally, for Consumer grievances that cannot be addressed by the Applicant, the Consumer shall be redirected to the relevant Merchant for appropriate action. These complaints could be related to product liability, or fraud claims (i.e., matters beyond the scope of the Applicant).

The Applicant shall adopt the Reserve Bank - Integrated Ombudsman Scheme, 2021 (as amended from time to time), as may be applicable. The customers can approach the Ombudsman if the complaint is not resolved to the satisfaction of the customer or not replied to within the specified period.

4. REPORTING OF COMPLAINTS/ESCALATION MATRIX FOR CUSTOMERS

4.1 Each of the Merchant has a clear escalation matrix for all queries, concerns, and disputes relating to the Customers. If the Customer has any concerns about the service rendered/delivered, they should directly reach out to the Merchant.

4.2 If Customers have any questions, complaints, or claims with respect to cancellation, refunds, failed payments or the services or products, they may follow the mechanism as stipulated here below:

a. For any payment cancellations, they can directly connect with the Merchant to initiate a payment cancellation.
b. For failed payments, Quicktouch provides reasons as to why a particular/ auto-debit transaction has failed or returned by Customer’s bank. This information is also passed on to the Merchant in real time. Basis this information, corrective measures can be taken by the Customer. If the customer makes a payment via UPI, IMPS NEFT, or RTGS, however, if Quicktouch is unable to fund the end beneficiary account, Quicktouch will initiate an auto-reversal within T+1 days. This is in line with Annex to Circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019.

5. TRANSACTION LIFE-CYCLE

The transaction amount collected by us shall be settled with every Merchant on T+1/T+0 basis. T shall be the timeline as decided between Quicktouch and the merchant under their respective agreement.

6. DETAILED EXPLANATION OF TYPE OF DISPUTES AND RESOLUTION FOR SUCH ISSUES

The types of disputes that this Policy shall cater to have been provided here below:

i. Duplicate payments : In case of duplication of payments, the Customer can contact the Merchant for a refund or adjustment of payment as per the policies and terms pre-agreed upon between the Merchant and the Customer. The Merchant shall then request Quicktouch to refund/adjust the funds and Quicktouch shall adjust the funds based on instructions from the Merchant.
ii. Cancellation of payments : While registering a mandate for auto debit of split payments or payments in totality, the Customer has the option to decline the mandate, if it is not in accordance with the contract signed between him/her and the Merchant. Post registration of a mandate, the Customer also has the option to cancel the mandate at any given point of time. Since all debit requests are initiated by the Merchant, Quicktouch does not determine the schedule of such debits. If the mandate is not cancelled or is not as per the schedule, the Customer may reach out to the Merchant.
iii. Other Dispute : If a dispute that is not described herein arises, the Customer and Merchant shall interact as per the Merchant’s grievance redressal policy/terms and conditions and try and resolve the dispute.

7. REFUNDS AND CHARGEBACKS

7.1 Refunds will be processed in accordance with the individual school's refund policy. Quicktouch acts as a facilitator and will follow the school's guidelines and decisions regarding refunds. Refund is not applicable in the case of Education Fees, Hostel fees, Extra-Curricular fees or any other facility fees provided by the School or Education Institution.
7.2 The refunds are only processed in case of amount debited from the customer but the status of transaction is marked as Cancelled/ Failed (reason for this may vary).
7.3 All refund requests must be made within the timeframe specified by the school’s policy.
7.4 All payments with respect to refunds shall solely be responsibility of Education Institutes / Schools and Quickpay shall not be liable for any claims, disputes, penalties which may arise in connection with such refunds, except in the circumstances described above.

10. RESPONSIBILITIES OF THE PARTIES

10.1 Quicktouch’s responsibilities:

a. We shall ensure that your grievances shall be responded to within the time period prescribed under this Policy;
b. We shall ensure mediation efforts between the Merchant and the Customer to effectively provide a resolution;
c. We will analyze all disputes and provide a decision based on the facts of the case and availability of documents;
d. We shall proactively refund the amount owed to a Customer as soon as the Merchant initiates a refund, contingent on the availability of adequate monies in the Merchant’s account;
e. Our Customer grievance response team will ensure that all grievances are handled smoothly and sensitively. They will undergo training in handling grievances and will be updated from time to time depending on the need for training and optimizing our approach to handle grievances.

10.2 Customer’s responsibilities:

a. We request all our Customers to fully cooperate with us so that we may be able to provide a timely and effective grievance redressal process. Customers are expected to furnish the relevant documentation and/or information so that we can conduct an effective investigation of the issue at hand.
b. We may request additional information on a case-to-case basis so that we ensure the right decision has been taken when investigating a dispute. We disclaim all responsibilities and liability for non-redressal of grievances due to falsified, inaccurate, mala fide or outdated information or documents that are provided by our Customers.

10.3 Merchant’s responsibilities:

a. The Merchant shall ensure to provide explanations/proof/information to defend itself if any case/ complaint has been raised by a Customer.
b. The Merchant shall ensure that any amounts due to a Customer upon decision taken by us shall be duly repaid/ refunded to the Customer.

11. FRIVOLOUS CLAIMS

Every compliant request raised to Quicktouch shall be attended to and addressed based on priority. Any frivolous claims which do not have any impact on the business operations or are not directly related to the product will be responded to by Quicktouch with a rationale. Please note that reporting of grievances is a serious matter. In the event we find that the claims or grievances are frivolous or untrue, we may restrict the complainant’s access to Quicktouch's services, or impose such other reasonable penalty.

12. GRIEVANCE NODAL OFFICER

For any queries or in case of unsatisfactory resolution, the Merchant/Customer can also reach out to Quicktouch’s nodal officer for grievances through the contact details provided below:

Nodal Officer: Kajal Goel, Office No. 203, 2nd Floor, D-Mall, Netaji Subhash Place, Pitampura, Delhi 110034, compliance@quicktouch.co.in, 9711979077