Zapnow Payments – Grievance Redressal Policy

1. Introduction

This Grievance Redressal Policy (“Policy”) is issued by Lesus Innovations Private Limited, operating as Zapnow Payments, a Technology Service Provider (“TSP”) offering financial digital infrastructure services for merchants.

Zapnow Payments values transparency, accountability, and customer trust. This Policy sets out the framework for addressing grievances arising from the use of Zapnow Payments’ platform and services.

2. Scope

This Policy covers grievances raised by merchants, customers of merchants, and partners using Zapnow Payments’ platform.

Zapnow Payments will address grievances related to:

• Transaction processing delays or failures
• Platform or integration issues
• Technical errors or service interruptions
• Data handling, privacy, or security concerns

Disputes between merchants and their customers regarding product or service quality, delivery, or refunds fall outside Zapnow Payments’ scope and must be resolved directly with the merchant.

3. Principles of Grievance Redressal

Zapnow Payments commits to:

• Fairness – Handling complaints objectively and impartially.
• Transparency – Providing clear processes and timelines.
• Accountability – Assigning responsibility for grievance resolution.
• Compliance – Aligning with RBI, IT Act, and other applicable laws.

4. Modes of Registering Grievances

Grievances can be registered through:

• Email: support@zapnowpayments.com
• Official Grievance Email: grievance@zapnowpayments.com
• Phone Support: [Insert Helpline Number] (Mon–Sat, 10 AM – 7 PM IST)
• Online Portal: [Insert Link]
• Postal Communication:

5. Grievance Handling Process

1. Acknowledgement – All complaints acknowledged within 48 working hours.
2. Resolution Timeline –

Escalation Flow:

6. Grievance Redressal Officer

Name: Karan Sukhija

Designation: Grievance Redressal Officer (GRO)

Email: grievance@zapnowpayments.com

Contact: +91-9958458040

mailto:support@zapnowpayments.com
mailto:grievance@zapnowpayments.com
mailto:support@zapnowpayments.com
mailto:grievance@zapnowpayments.com
mailto:grievance@zapnowpayments.com

7. Escalation to RBI Ombudsman

If unresolved beyond 30 days, complaints may be escalated to the Reserve Bank of India (RBI) under the Integrated Ombudsman Scheme:

• Portal: https://cms.rbi.org.in
• Email: crpc@rbi.org.in
• Toll-Free: 14448

8. Responsibilities of Complainants

• Provide complete and accurate details when filing complaints.
• Retain all transaction references, invoices, or receipts.
• Follow escalation levels before approaching external authorities.

9. Review & Updates

This Policy will be reviewed annually and updated in line with RBI regulations, the IT Act, and industry best practices.

10. Digital Undertaking

This Policy is digitally maintained under the Information Technology Act, 2000. No physical signature is required.

https://cms.rbi.org.in/
mailto:crpc@rbi.org.in

Annexure – Grievance Escalation Flowchart