Grievance Redressal Mechanism
The company commits and assures to provide the best possible recourse to resolve the grievance. Below are the steps which the customer needs to take for resolving his/her grievances:
Step 1:
As the InstaMoney operated by Roctogen Services Private Limited (herewith referred as the Company) operates through an app/website, the customer needs to lodge a complaint/grievance by sending a mail to cs@instamoney.app or to the company through the official website https://www.instamoney.app/ with subject line “Complaint & Grievance Register”.
The company shall respond to the complaint within 15 working days (The office would be operational between 09.30 am to 5.30 pm from Monday to Friday (except a Public Holiday)) from the date of receipt of the complaint.
The Company shall examine and respond to the complaint via email or phone (recorded lines). In a case where the complaint requires more than the stipulated time, reasonable justification shall be provided by the Company.
Step 2:
If the customer is still not satisfied with the response received, or if the customer does not receive any response within 15 working days, then the customer can write, mail, fax or call the Grievance Redressal Officer of the company as mentioned below:
Name: Mr. Vishal Poddar
Address: Gala No-2 CTS No 141 Kuber, Chember, Datta Mandir RD, Malad East, Mumbai- 400097, Maharashtra, India
E-mail ID: grievances@instamoney.app