1. Principles
Every complaint shall be treated with fairness, transparency and empathy. We commit to acknowledging every complaint within 24 hours and providing a final response within 15 working days.
2. How to reach us
- In-app — Help → Raise a Ticket
- E-mail — support@paybridgex.in
- WhatsApp / Phone — +91 9316810093 (10 AM – 6 PM IST, Mon–Sat)
- Letter — Customer Care, K.A. PAYBRIDGEX SOLUTION (OPC) PRIVATE LIMITED, E-340, SAFAL 11, Opp. Namaskar Circle, Shahibaug, Ahmedabad – 380004
3. Escalation matrix
| Level | Officer | Channel | TAT |
|---|---|---|---|
| Level 1 | Customer Care Executive | support@paybridgex.in | 7 working days |
| Level 2 | Grievance Officer | grievance@paybridgex.in · +91 9316810093 | 15 working days |
| Level 3 | Principal Nodal Officer | nodal@paybridgex.in · +91 9316810093 | 30 days |
| Level 4 | RBI Integrated Ombudsman | cms.rbi.org.in · 14448 (toll-free) | As per scheme |
4. Consumer Protection Act, 2019
Nothing in this policy shall limit any right available to a consumer under the Consumer Protection Act, 2019, including the right to approach the appropriate District / State / National Commission.
Grievance Redressal Officer
As required under Rule 5(9) of the IT (Reasonable Security Practices) Rules, 2011 and Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021.
Officer
[Grievance Officer — to be notified]
Grievance Redressal Officer
Service hours
Monday to Saturday, 10:00 AM – 6:00 PM IST
+91 9316810093
E-340, SAFAL 11, Opp. Namaskar Circle, Shahibaug, Ahmedabad City, Ahmedabad, Gujarat – 380004
Acknowledgement within 24 hours · Resolution within 15 working days.