MTM Payment Services Private Limited (“MTMPay“, “Company“, “we“, “our“, or “us“) is committed to providing fair, transparent, efficient, customer-centric, and accountable services while respecting the rights and interests of our users, merchants, partners, and stakeholders.
We are equally committed to protecting personal data and handling privacy-related concerns in accordance with the Digital Personal Data Protection Act, 2023 (“DPDP Act”), the Digital Personal Data Protection Rules, 2025 (“DPDP Rules”), and other applicable laws of India.
We recognize that users, merchants, partners, and other stakeholders may occasionally have concerns, complaints, disputes, or grievances relating to our products, services, digital platforms, APIs, mobile applications, websites, payment services, business operations, or the processing of personal data.
This Grievance Redressal Policy establishes a structured, transparent, and efficient mechanism for receiving, investigating, resolving, and, where necessary, escalating grievances in a fair and timely manner.
This Policy also explains how users may submit complaints relating to:
- Products and services offered by MTMPay.
- Account access and operational issues.
- Transactions, payments, refunds, or settlement-related concerns.
- Personal data, privacy, and data protection.
- Correction or updating of personal information.
- Requests relating to deletion of personal data where legally permissible.
- Withdrawal of consent, where applicable.
- Any other grievance relating to the use of MTMPay’s services.
This Policy should be read together with the following MTMPay policies, which collectively form our privacy, data protection, and governance framework:
- Privacy Policy: https://mtmpay.in/privacy-policy.html
- Digital Personal Data Protection (DPDP) Notice: https://mtmpay.in/dpdp-notice.html
- Terms of Use: https://mtmpay.in/terms.html
- Account Deletion Policy: https://mtmpay.in/account-deletion.html
- Disclaimer: https://mtmpay.in/disclaimer.html
Where a grievance relates to the processing of personal data, MTMPay may request reasonable information to verify the identity of the requester before processing the request. This helps protect personal data against unauthorized access, disclosure, or misuse and ensures that requests are handled securely and in accordance with applicable law.
This Policy applies to grievances relating to:
Users, merchants, partners, and stakeholders may submit grievances through:
51/1952, Ekta Campus, Ashwani Nagar, Sunder Nagar, Raipur, Chhattisgarh – 492001, India
To facilitate investigation and resolution, complainants should provide:
- Full Name
- Registered Mobile Number
- Registered Email Address
- User ID or Merchant ID (if applicable)
- Transaction Reference Number (if applicable)
- Date of Incident
- Detailed Description of Grievance
- Supporting Documents or Evidence
Failure to provide adequate information may result in delays in processing the grievance.
A. Account Related Issues
- Login Problems
- OTP Issues
- Account Access Problems
- Profile Update Requests
- Account Suspension Queries
- Authentication Issues
B. Transaction Related Issues
- Failed Transactions
- Pending Transactions
- Incorrect Charges
- Settlement Delays
- Refund Requests
- Disputed Transactions
C. Recharge & Bill Payment
- Recharge Failures
- Delayed Recharges
- Bill Payment Failures
- Incorrect Biller Information
- Payment Reconciliation Issues
D. Gift Card & Voucher Issues
- Delivery Issues
- Redemption Problems
- Product Availability Issues
- Expiry Related Concerns
E. KYC & Verification Issues
- PAN Verification Issues
- Identity Verification Issues
- Merchant Verification Issues
- Business Verification Issues
- KYC Rejections
- Document Verification Queries
F. Merchant Related Issues
- Merchant Onboarding Issues
- Settlement Delays & Payout Issues
- Compliance Reviews
- Account Restrictions
- Chargeback & Dispute Management
- Merchant Support Requests
G. Privacy & Data Protection Issues
- Privacy Complaints
- Data Correction Requests
- Account Deletion Requests
- Information Access Requests
- Consent Withdrawal Requests
MTMPay shall make reasonable efforts to acknowledge and resolve grievances within the following indicative timelines:
| Complaint Type | Target Resolution Time |
|---|---|
| General Queries | 2–5 Business Days |
| Account Related Issues | 3–7 Business Days |
| Recharge & Bill Payment Issues | 3–10 Business Days |
| Merchant Support Issues | 5–15 Business Days |
| Transaction Disputes | 7–15 Business Days |
| KYC Related Complaints | 5–15 Business Days |
| Account Deletion Requests | 7–15 Business Days |
| Complex Investigations | Up to 30 Business Days |
Resolution timelines may vary depending upon:
Email: support@mtmpay.in
Customers should first contact our support team for initial assistance and resolution.
Email: grievance@mtmpay.in
If unresolved or if dissatisfied with the Level 1 response, escalate directly to the Grievance Officer.
Email: legal-compliance@mtmpay.in
Matters involving Fraud, Security, Regulatory Compliance, Privacy, Legal Concerns, or Merchant Risk Reviews are escalated to executive compliance leadership.
Certain grievances may require action involving Banks, Payment Aggregators, Payment Gateways, BBPS Participants, NPCI Participants, Verification Providers, Government Authorities, or Cloud Providers. MTMPay shall not be responsible for delays arising from third-party actions or inactions.
MTMPay reserves the right to conduct Fraud Investigations, Risk Reviews, Security Reviews, Compliance Reviews, and Regulatory Reviews before resolving certain complaints. Service access may be temporarily restricted during such investigations.
Users may raise grievances relating to Personal Information, Data Access Requests, Data Correction Requests, Account Deletion Requests, Privacy Concerns, and Consent Management in accordance with MTMPay’s Privacy Policy and Account Deletion Policy.
Submission of a grievance does not guarantee a particular outcome. MTMPay reviews complaints fairly and independently based on applicable laws, regulations, and available evidence.
MTMPay reserves the right to reject complaints that are fraudulent, malicious, repetitive without new evidence, abusive, or intended to harass employees and partners.
MTMPay reserves the right to update or modify this Grievance Redressal Policy at any time. Updated versions shall be published on this page together with the revised effective date.
MTM Payment Services Private Limited
Website: https://mtmpay.in
Customer Support: support@mtmpay.in
Grievance Officer: grievance@mtmpay.in
Legal & Compliance: legal-compliance@mtmpay.in
Corporate Desk: info@mtmpay.in
Privacy Policy: https://mtmpay.in/privacy-policy.html
Terms of Use: https://mtmpay.in/terms.html
Account Deletion: https://mtmpay.in/account-deletion.html
Registered Office: 51/1952, Ekta Campus, Ashwani Nagar, Sunder Nagar, Raipur, Chhattisgarh – 492001, India
Phone: 0771-2293000 | Customer Support: 022-69646426