INTRODUCTION
Futuretek Commerce Private Limited (“Getepay”) operates as an RBI authorised Payment Aggregator under the regulatory framework established by the Reserve Bank of India (RBI). As a responsible financial service provider, Getepay recognizes the importance of maintaining the highest standards of customer service and establishing robust mechanisms for addressing customer grievances promptly and efficiently.
The RBI Master Direction on Regulation of Payment Aggregator dated September 15, 2025, mandates all Payment Aggregators to establish comprehensive dispute resolution mechanisms, appoint designated officers for grievance resolution, and maintain transparent escalation frameworks accessible to customers. This Customer Grievance Redressal Policy has been formulated in strict compliance with these regulatory requirements and reflects Getepay commitment to customer-centricity.
This policy serves as the foundational document that guides Getepay approach to customer grievance management, ensuring compliance with regulatory mandates while upholding the organization’s values of transparency, accountability, and customer satisfaction.
VALUES AND AIMS OF GETEPAY
Getepay values and aims to assure a transparent approach towards resolution of grievances of Customers and has, to that end, formulated and implemented this Customer Grievance Redressal Policy. While Getepay continues to aim to minimize instances of grievances, this Customer Grievance Redressal Policy, which has been approved by the Board, seeks to create a channelized approach, review mechanism and prompt redressal of grievances of Customers in a timely manner.
SCOPE AND APPLICABILITY
This CGR Policy outlines a structured grievance redressal mechanism available to Customers for raising their grievances to Getepay, and the manner in which Getepay seeks to redress such grievances.
From a customer’s perspective, the policy addresses grievances arising across the entire transaction lifecycle.
RESPONSIBILITY OF PARTIES
- Partner Banks
Partner Banks are responsible for authorizing and processing transactions, handling settlements, providing transaction details and reason codes, managing chargebacks, and ensuring compliance with guidelines issued by the Reserve Bank of India.
- Customer
Customers are responsible for providing accurate payment details, verifying transactions before authorization, safeguarding their credentials (such as OTPs, card details, and passwords), promptly reporting unauthorized or failed transactions, raising disputes within prescribed timelines, and cooperating by providing necessary information and documents.
- Getepay
Getepay secure transactions, conducts merchant onboarding and due diligence, ensures compliance with guidelines issued by the Reserve Bank of India, manages dispute resolution and fraud monitoring, ensures timely settlements, maintains records, and coordinates with all stakeholders.
- Merchant
The Merchant is responsible for cooperating in the dispute resolution process, providing necessary documents and invoices when required, and ensuring that refunds are issued to customers in applicable cases within defined timelines upon validation of the claim.
ELIGIBILITY FOR CHARGEBACK
- Customers are eligible to request a chargeback under the following circumstances:
- Unauthorized Transaction: If the customer did not authorize the UPI transaction
- Transaction Error: In case of technical issues or errors resulting in incorrect amounts being debited.
- Non-Receipt of Goods/Services: If the goods or services paid for through UPI were not delivered as promised.
MANNER OF REGISTERING COMPLIANT:
Getepay has established a dedicated Support Team to ensure prompt and effective resolution of customer complaints and service-related issues. The Support Team operates on all seven days a week from 08:00 AM to 10:00 PM, providing timely support and assistance to customers. Customer Support Team is the initial contact point wherein the customer can raise their issue with the Customer Support Team via email or call using any of the modes as stated herein under. The Customer Support Executive is responsible for promptly receiving, logging, and resolving issues at the first instance, ensuring effective and efficient service.
Modes of Compliant Registration:
Via Email: support@getepay.in
Via Phone: +91-7969739900, +91-7969739901
Through Getepay Website: https://getepay.in/dispute-redressal-mechanism/
RBI’s Compliant Management System
MATRIX FOR REDRESSAL OF COMPLAINT
The Company has implemented a Centralized Compliant Management System to digitally capture, track, categorize and sent the resolution of the Complaint through automated route to Customer. The System is also generating MIS and providing consolidated view of Complaints. The CMS software sent an alert notification to Customer Support Team whenever an email is receiving at support@getepay.in.
Getepay follows a comprehensive four-tiered framework for addressing and resolving customer complaints, ensuring transparency, accountability, and timely redressal at each stage. This structured approach enables efficient handling of grievances, with clear escalation paths to ensure customer satisfaction at every level of interaction.
Level 1– This is the initial point of contact for all customer queries and complaints. Complaints lodged with the Customer Support Team are considered for resolution at this level. The customer Support Team is responsible for promptly receiving, logging, and resolving issues at the first instance, ensuring effective and efficient service.
Level 2-. All complaints that cannot be resolved at Level 1 are escalated to the Senior Support Manager.
Level 3– If a complaint is not resolved at Level 2 or the customer is dissatisfied with the response, the matter is escalated to the Support Head. All such complaints are thoroughly reviewed and responded to within three (03) days.
Level 4– Final escalations are handled by the Nodal Officer, a designated senior management personnel. Escalations to this level includes a detailed note of the entire complaint history, along with supporting information or documentation. The Nodal Officer oversees the management, monitoring, and resolution of all escalated complaints and ensures along within seven (07) working days. Additionally, the Nodal Officer reviews the handling process and periodically reports to senior management on complaint resolution and effectiveness.
For RBI Integrated Ombudsman Scheme: Click here
Depicted below is Futuretek’s Customer Grievance Escalation Matrix:
| ESCALATION LEVEL | Designation | Number | TAT |
| LEVEL-1 | Support Desk | support@getepay.in +91-7969739900 +91-7969739901 | Within 1 Working Day |
| LEVEL-2 | Sr. Support Manager | Rajesh.bajiya@getepay.in +91-7300068959 | Within 2 Working Days |
| LEVEL-3 | Support Head | yash.b@getepay.in +91-9257027696 | Within 3 Working Days |
| LEVEL-4 | Nodal Officer | nodal@getepay.in +91-92570 27698 | Within 7 Working Days |
Customer Complain Resolution
| Customer Query | Resolution | Timeline |
| Transaction status | Getepay provides the Getepay transaction reference no, amount, date of transaction | Within 1 working day |
| Amount Debited but not received by Merchant | Customer gets all the information with the details of the merchant | Within 1 working day |
| Refund related queries | Customer is provided with the status of the transaction and the refund details issued from our side | Within 1 working day |
| Customer account debited but received by Payment Aggregator (Getepay) | We provide the information to the client in case the funds received by us during reconciliation if not then customer has to check with its bank | Within 1 working day |
Refund Timelines
To comply with the circular issued by the Reserve Bank of India on Harmonization of Turnaround Time (TAT) and Customer Compensation (RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 dated 20 September 2019, as amended from time to time), the Company ensures accuracy, transparency, and timely resolution of failed transactions.
In cases where a customer’s account is debited but the funds are neither received by the Company nor credited to the intended merchant, such transactions are promptly identified and reconciled. Post reconciliation, the merchant may either confirm the transaction as successful and proceed with delivery of goods/services or initiate a refund to the customer.
All eligible refunds are processed on a T+1 basis (i.e., within one working day from the date of transaction), subject to reconciliation, confirmation from the processing bank or payment partner, and availability of funds.
To ensure accountability and effective grievance redressal, the Company has appointed a Grievance-cum-Nodal Officer to oversee such matters. The contact details of the said officer are duly published under the “Contact Us” section of the Company’s official website.
Reason Codes
A reason code is a standardized, predefined alphanumeric or numeric identifier used to indicate the specific reason for a transaction outcome, including success, failure, decline, reversal, or refund, for the purpose of transparency, reconciliation, dispute management, and regulatory compliance. These reason codes are typically generated by the issuing bank, card network, UPI system (managed by the National Payments Corporation of India), or partner bank, and are subsequently mapped and standardized by us.
Conclusion
The policy ensures a customer-centric, transparent, and compliant grievance handling system, enhancing trust and service quality.