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Grievance Policy

Effective Date: 1st August 2021  |  Last Updated: 1st June 2025

Inditab Esolutions Private Limited (“EaseMyDeal”, “we”, “us”, “our”)

1. Purpose & Objective

  1. This Policy establishes a transparent, efficient, and binding grievance redressal framework for Users of EaseMyDeal (website, mobile apps, APIs and white-label integrations).
  2. Objectives:
    • Prompt acknowledgement and efficient resolution of grievances;
    • A clear escalation matrix and external escalation path (including RBI Ombudsman where applicable);
    • Protection of EaseMyDeal’s role as a facilitator while ensuring Users’ access to remedies;
    • Consistent recordkeeping and reporting to management and regulators.

2. Scope

  1. Applies to all Users and to all services facilitated via the Platform, including but not limited to: mobile/DTH recharges; BBPS/bill payments; Pay-via-Credit-Card rent/education/business services payments; credit card & loan referrals; digital gold & Gold FD+; gift cards & Gift PPI; travel bookings; OTT subscriptions; and any white-label services.
  2. Complaints against third-party Service Providers (banks, NBFCs, billers, airlines, hotels, gold/gift PPI issuers, travel suppliers, payment gateways, OTT providers) will be logged and escalated to the relevant counterparty; EaseMyDeal's role is strictly limited to facilitation, evidence provision, and escalation support. Final resolution authority rests with the Service Provider, and Users must pursue remedies directly with such providers where EaseMyDeal is not the direct counterparty. This aligns with industry practice and regulatory frameworks.

3. Definitions

  1. Complaint/Grievance — any expression of dissatisfaction by a User relating to a product, service, transaction, or the Platform (failed transaction, refund delay, incorrect charge, unauthorized transaction, data/privacy concerns, service quality, etc.).
  2. Working day — any day other than Saturday, Sunday or a public holiday in India, unless otherwise specified.
  3. Service Provider Complaint — a grievance relating solely to the performance, pricing, or service quality of a third-party provider over whom EaseMyDeal has no control; such complaints will be escalated but not resolved by EaseMyDeal.

4. Modes for Raising Complaints

Users may submit complaints via any of the following channels:

  1. In-App / Website Helpdesk — preferred channel; raises a ticket automatically on https://www.easemydeal.com/ file-consumer-complaint
  2. Email: disputes@easemydeal.com (or legal@easemydeal.com for legal escalations).
  3. Phone Helpline: +91-8860006106 (Mon–Fri, 10:00–18:00 IST).
  4. Postal Mail: Grievance Officer, Inditab Esolutions Private Limited, Flat 5, Site 4, Vikaspuri, New Delhi-110018.
  5. Social / Chat: Complaints may be logged via official support channels - https://www.facebook.com/EaseMyDeal/ and https://www.instagram.com/easemydeal/.
  6. In-Person: Customer Support, Inditab Esolutions Pvt. Ltd., G-31, 2F, Sector-3, Noida, Uttar Pradesh-201301
  7. Complaints may be submitted in English or Hindi; reasonable assistance will be provided for other Indian regional languages where feasible.

5. Complaint Registration & Acknowledgement

  1. On receipt of a complaint, EaseMyDeal will acknowledge electronically (email / in-app notification / SMS/ Whatsapp/ Social Media official channels) within 48 hours of receipt (72 hours in exceptional circumstances).
  2. The acknowledgement will set out estimated timelines and the escalation path.

6. Information Required to Lodge a Complaint

To expedite resolution, Users should provide:

  • Full name and registered mobile number/email;
  • Complaint description and preferred remedy;
  • Transaction ID / Reference number; date and amount;
  • Copies/screenshots of supporting documents (payment receipts, messages, screenshots);
  • Any other information requested by EaseMyDeal for verification.

For complaints that may qualify under the RBI Integrated Ombudsman Scheme 2021, Users should declare that the complaint has not been filed with any other forum (court, tribunal, arbitrator) and provide the date/details of the initial representation to EaseMyDeal.

7. Complaint Handling & Resolution Timelines

  1. Initial Triage — within 2 working day of acknowledgement (validation of identity, transaction details).
  2. Standard Resolution Targets:
    • Payment failures — resolve within 3–5 working days where feasible.
    • Refunds / reversals — subject to partner/bank timelines; update the User within 7 working days, with interim updates as required.
    • Loan/credit product disputes — resolve within 7–15 working days depending on partner response.
    • Travel/booking disputes — resolution timeline 7–21 working days depending on travel supplier responses.
    • Complex/legal/regulatory matters — may take up to 30 working days or more; User notified of expected timeframe and reasons.
  3. Escalation updates will be provided at least once every 7 working days for ongoing matters.

These timelines are consistent with leading fintech players and may vary where third-party action is required.

8. Escalation Matrix

If unsatisfied with the frontline response, Users may escalate:

  • Level 1 – Customer Support: support desk (+91-8860006106 / support@easemydeal.com) — response target: 3–7 working days.
  • Level 2 – Nodal Officer / Senior Support Manager: support@inditab.com — response target: 7–15 working days.
  • Level 3 – Grievance Officer (Designated): disputes@easemydeal.com — response target: 15–30 working days.
  • Level 4 – External Remedies: If unresolved, User may approach statutory grievance channels such as the RBI Ombudsman (for payments/BBPS matters), Consumer Forums, or courts, subject to the relevant scheme’s preconditions (e.g., lodging complaint with EaseMyDeal first and the lapse of the Company’s resolution timeline).

Users must first lodge and escalate the complaint internally through Levels 1–3 before approaching the RBI Ombudsman or external forums, unless law provides otherwise. Complaints already before courts/tribunals/arbitration or settled on merits are non-maintainable under the RBI Ombudsman Scheme.

9. Grievance Officer & Nodal Officer

Grievance Officer
Email: support@inditab.com
Office Hours: Mon–Fri 10:00–18:00 IST

Nodal Officer
Email: disputes@easemydeal.com

Customer Support (General) — support@easemydeal.com / +91-8860006106

10. External Escalation (Ombudsman & Regulators)

  1. If the User is dissatisfied with EaseMyDeal’s resolution or if the Company fails to resolve the complaint within 30 days, the User may escalate to:
    • RBI Ombudsman — Integrated Ombudsman Scheme (for payment/banking related complaints); or
    • Consumer Forum / District Forum / Courts — for other remedies.
  2. Users must normally have first lodged and escalated the complaint within EaseMyDeal before approaching external authorities, unless law provides otherwise.

11. Exclusions, Limitations & Non-Responsibility

  1. EaseMyDeal will not be liable for:
    • Disputes that fall solely within the contractual relationship between User and third-party Service Providers (biller, bank, NBFC, airline, hotel, merchant, etc.).
    • Incorrect details provided by the User (wrong account/UPI/card number).
    • Non-cooperation or delay by Beneficiaries or Service Providers.
    • Situations arising from User negligence (sharing OTP/UPI PIN, device compromise).
    • Force majeure, system outages, cyberattacks, API failures, or regulatory interventions.
  2. Even where EaseMyDeal is found responsible, maximum direct liability shall not exceed the convenience/facilitation fee retained by EaseMyDeal for the transaction.

12. Privacy & Confidentiality of Grievance Records

  1. Personal data collected for grievance handling will be processed in accordance with EaseMyDeal’s Privacy Policy and applicable law.
  2. All grievance records are kept confidential and retained only as required for investigation, regulatory compliance, or legal defense.
  3. Selected non-personal complaint metrics may be disclosed in aggregate for transparency and regulatory reporting.

13. Recordkeeping, Reporting & Governance

  1. Record Retention: Complete records of grievances, investigations, decisions, and communications will be retained for a minimum period mandated by law (typically 5–7 years) or longer where required.
  2. Management Reporting: Monthly and quarterly dashboards (complaint counts, SLA adherence, root-cause trends) will be reviewed by the Compliance Committee and escalated to the Board when needed.
  3. Regulatory Reporting: Where required by RBI, NPCI, BBPS or other regulators, EaseMyDeal will provide complaint data and remediation steps.

14. Remedies & Remedies Tracking

  1. Remedies offered may include: refunds, reversals, compensatory credit (where proven EaseMyDeal responsibility), transaction reversal assistance, waiver of convenience fees (in exceptional cases), or referral to the appropriate Service Provider for redressal.
  2. Any compensation is without prejudice to EaseMyDeal’s rights under the T&C and subject to verification, partner approvals, and applicable law.

15. Dispute Resolution in Grievances

  1. Complaints that raise legal questions, alleged fraud, or regulatory breaches will be escalated to the Legal & Compliance team for independent investigation.
  2. Where parties cannot agree, remedies may proceed to arbitration or court as per the dispute resolution clause in the Terms & Conditions.

16. Accessibility & Language

  1. Grievance mechanisms are available in English and Hindi. EaseMyDeal will provide reasonable assistance for Users requiring support in other Indian regional languages.
  2. Alternate modes (voice, assisted form submission) are not available for Users with disabilities. We are working to provide the same at the earliest.

17. Fraud, AML & Suspicious Activity

  1. If a complaint indicates potential fraud, AML, or suspicious activity, EaseMyDeal reserves the right to: suspend transactions, freeze affected accounts, and share information with regulators, FIU-IND or law enforcement as required by law.
  2. Such actions will not be communicated to the User unless specifically asked by regulator or any Government Authority.

18. Performance Standards & SLAs

  1. EaseMyDeal targets industry best-practice KPIs: acknowledgement within 48 hours, resolution metrics as set out in Section 7, and timely escalation responses.
  2. Repeated failures to meet SLAs will trigger root cause analysis and corrective action plans.

19. Training & Awareness

  1. Customer support and relevant operations staff will receive periodic training on complaint handling, regulatory obligations, privacy, and dispute escalation.
  2. A standard operating procedures (SOP) manual will govern evidence collection, response templates, and audit trails.

20. Amendments & Policy Review

  1. This Policy will be reviewed at least annually or sooner in the event of regulatory changes. Material changes will be posted on the Platform with the “Last Updated” date.
  2. Minor administrative updates may be implemented without prior notice if required for compliance or operational reasons.

21. Contact & Grievance Channels (Summary)

  • Support (Level 1): support@easemydeal.com — In-app help
  • Nodal Officer (Level 2): support@inditab.com
  • Grievance Officer (Level 3): disputes@easemydeal.com
  • Phone: +91-8860006106 (Mon–Fri, 10:00–18:00 IST)
  • Postal: Grievance Officer, Inditab Esolutions Pvt. Ltd., Flat 5, Site 4, Vikaspuri, New Delhi-110018
  • In-Person: Customer Support, Inditab Esolutions Pvt. Ltd., G-31, 2F, Sector-3, Noida, Uttar Pradesh-201301

Annex A — Suggested User Complaint Flow (Operational)

  1. User lodges ticket → Acknowledgement (≤48 hours).
  2. Triage & evidence request (≤3 working day).
  3. Investigation (3–15 working days depending on vertical).
  4. Resolution & closure communication (within target timeline).
  5. User escalation → Nodal/Grievance Officer → External escalation after 30 days.