Updated effective from 1st April, 2022

PLEASE READ THESE GRIEVANCE REDRESSAL POLICY CAREFULLY BEFORE USING THE SITE

Contact Information:

• Company Name: MTM Payment Services Pvt. Ltd.
• Email: info@mtmpay.in
• Phone Number: +91-7587404000

Objective: MTM Payment Services Pvt. Ltd. is committed to providing excellent services to its users. However, we understand that there may be instances where users have concerns or grievances. This Grievance Redressal Policy outlines the procedures to address and resolve such issues in a fair, transparent, and efficient manner.

Definition of Grievance: A grievance is defined as any dissatisfaction or complaint raised by a user regarding the services offered by MTM Payment Services Pvt. Ltd.

Channels for Registering Grievances: Users can register their grievances through the following channels:

1. Email: Users can send an email to info@mtmpay.in with a detailed description of the grievance.
2. Phone: Users can contact our customer support at +91-7587404000 and register their grievance telephonically.
3. Online Form: A grievance registration form will be made available on our official website for users to fill and submit.

Grievance Redressal Procedure:

1. Receipt of Grievance: Upon receiving a grievance, the company will issue an acknowledgment to the user within 24 – 48 hours, confirming the receipt of the complaint.

2. Investigation: The Grievance Redressal Team will conduct a thorough investigation into the matter, considering all relevant information and documentation.

3. Resolution: The company will make all reasonable efforts to resolve the grievance within 15 working days from the date of receipt. In case additional time is required, the user will be informed of the reasons for the delay and provided with an expected resolution date.

4. Communication: The user will be kept informed of the status and progress of the grievance at regular intervals through their preferred mode of communication (email, phone, or online portal).

5. Closure: Once the grievance is resolved, the company will issue a closure report to the user, summarizing the resolution and any actions taken.

Escalation: If the user is dissatisfied with the resolution provided, they may escalate the matter to the Grievance Redressal Officer at info@mtmpay.in.

Grievance Redressal Officer: Name: [ ______________] Email: info@mtmpay.in Phone: 7587404000.

Review and Update: This Grievance Redressal Policy will be reviewed periodically to ensure its effectiveness and relevance. Any updates or changes to the policy will be communicated to users through our official communication channels.

Feedback: MTM Payment Services Pvt. Ltd. encourages users to provide feedback on the grievance redressal process, helping us to continually improve our services and policies.