1. OVERVIEW

This Grievance Redressal Policy outlines the principles, procedures, and practices followed by N1 NEXORA E-PAYMENTS PRIVATE LIMITEDto ensure fair and timely handling of complaints and disputes arising from the use of its verification services. As a responsible intermediary operating under the INFORMATION TECHNOLOGY ACT, 2000, N1 NEXORA E- PAYMENTS PRIVATE LIMITED is committed to protecting user interests and maintaining transparency.

This policy applies to all users interacting with the platform, including but not limited to API subscribers, business partners, end users, and developers.

2. LEGAL FRAMEWORK

This policy is governed and framed in compliance with the following acts and rules:

  • INFORMATION TECHNOLOGY ACT, 2000, specifically:
  • SECTION 79: Safe harbour obligations of intermediaries.
  • SECTION 43A: Protection of sensitive personal data or information.
  • Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:
  • RULE 3(2) (A–J): Requirement to publish grievance handling processes.
  • RULE 4(D): Appointment and duties of a Grievance Officer.
  • Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011

3. OBJECTIVE OF THE POLICY

The objectives of this policy are:

  • To create a well-defined grievance redressal system for users of our verification services.
  • To provide a mechanism for users to raise concerns regarding service quality, technical issues, unauthorized transactions, or data protection.
  • To ensure timely resolution and maintain records of all grievances for audit and compliance purposes.
  • To fulfil obligations as an intermediary under Indian law.

4. SCOPE OF THE POLICY

This policy covers grievances raised by:

  • API clients and subscribers
  • Direct end users of the platform
  • Business partners (B2B/B2C clients)
  • Government/third-party agency integrations
  • Internal staff or compliance reviewers

COMPLAINTS MAY RELATE TO (BUT ARE NOT LIMITED TO):

  • Failed or delayed verifications
  • Errors in verification results
  • Incorrect billing or invoice disputes
  • Data privacy concerns
  • Technical or API integration errors
  • Unauthorized access or use
  • Any violation of Terms of Use or Privacy Policy

5. HOW TO LODGE A GRIEVANCE

Users can lodge grievances through the following channels Please include:

  • Registered email or API key
  • Nature of complaint
  • Date & time of issue
  • Screenshots, transaction IDs, or logs (if applicable)

ONLINE SUPPORT TICKET

Visit: www.nexorapayments.com

Submit a ticket under the "Grievance" category

POSTAL COMMUNICATION

Write to:

Grievance Officer

N1 Nexora E-Payments Private Limited

4th Floor, Unit No 405-411, Work Flo

Hitex Bizness Square, Hitech City, Hyderabad,

Telangana-500081

6. GRIEVANCE REDRESSAL WORKFLOW

Stage Action Timeline
Acknowledgment Complaint is acknowledged via email or ticket ID. Within 24 hours
Review Complaint is reviewed with internal departments
(technical, billing, legal, etc.) 		3–5 working days
Resolution Resolution is provided, and the outcome is communicated to the user. Within 7 working days
Escalation If the user is not satisfied, the issue can be escalated. Within 14 working days

In exceptional cases (e.g., data breaches or regulatory inquiries), timelines may be extended, and the user will be informed proactively.

7. ESCALATION MATRIX

LEVEL 1: GRIEVANCE OFFICER

  • Name: Sujal Thawkar
  • Email: grievance@nexorapayments.com
  • Phone: 9515161628

LEVEL 2: HEAD OF COMPLIANCE

  • Name: Shivam Mishra
  • Email: compliance@nexorapayments.com
  • Phone:8885554183

LEVEL 3: APPELLATE AUTHORITY (IF APPLICABLE)

  • Name: Minkee Debnath
  • Email: appeals@nexopayments.com
  • Phone:9515161627

 8. RESPONSIBILITIES OF THE GRIEVANCE OFFICER

The designated Grievance Officer, as per Rule 3(2) of the IT Rules, 2021, shall:

  • Acknowledge and address grievances within defined timelines.
  • Coordinate with relevant departments for prompt investigation.
  • Maintain logs and case records for audit and reporting.
  • Submit periodic compliance reports to management.
  • Ensure that platform processes comply with IT Act, privacy standards, and cyber law practices.

9. RECORD MAINTENANCE

  • All grievances will be logged and documented with unique reference IDs.
  • Records will be stored securely for a minimum of 180 days, as mandated by law.
  • Summarized reports will be generated quarterly for review by senior leadership and regulatory authorities (if applicable).

10. USER RESPONSIBILITY

  • While submitting a complaint, users are requested to:
  • Share accurate and complete information.
  • Retain their own proof of transaction or communication (emails, receipts, logs).
  • Follow escalation levels in sequence before going to external authorities.

11. CONFIDENTIALITY & DATA PROTECTION

We assure all users that grievance submissions and related personal information will be handled in accordance with our Privacy Policy and relevant laws under the IT (SPDI) Rules, 2011. Data will not be disclosed without user consent unless legally required.