GRIEVANCE POLICY (Rental and Tuition Fee Payments)

Indus Appstore is owned and operated by Indus Appstore Private Limited (“Indus”/ “We”), a company incorporated under the Companies Act, 2013, having its registered office at 51/117, Nelson towers, Nelson Manickam Road, Aminjikarai, Chennai, Tamil Nadu, India – 600029. Indus also powers the Rental Payment(s) and Tuition Fee(s) on PhonePe Platform.

We value the trust placed upon us and strive to offer the best experience to all our  Customers. Our endeavour is to provide our Customers with a seamless experience while availing services powered by Indus and accordingly, the below mechanism has been designed to address any grievance that any person may have regarding their payment transaction for Rental Payment(s) or Tuition Fee(s)powered by Indus in a timely and efficient manner. 

DEFINITIONS: 

“Customer” refers to the registered user of the PhonePe Platform who is eligible to avail Indus services via the PhonePe Platform, and who uses Platform to make Rental Payment(s) or Tuition Fee(s) to a  beneficiary in accordance with Indus Terms and Conditions. 

What grievances can you raise?

Any Customer who wants to report any complaints or raise any grievance in relation to the payment transaction for Rental Payment(s) or Tuition Fee(s).

How do I report a grievance?

Level 1: 

i. Customers can raise their complaint with Customer Support by selecting the respective transaction from the PhonePe App “History” section and clicking on “Contact PhonePe Support”.

Customers can also click on the (?) icon on the homepage of the PhonePe App, select the topic with which they are facing concerns, and raise their complaint.

We are committed to providing customers with a first response within 24 hours of receiving the complaint. 

We aim to resolve all the customer complaints within 15 days from receipt of the complaint. 

Level 2:

i. In  case the complaint remains unresolved after the defined timelines at Level 1 or customers are dissatisfied with the resolution provided at the previous level, customers can choose to escalate their concern to the grievance desk by clicking here – https://grievance.phonepe.com/ 

We are committed to providing a first response within 24 hours. We aim to resolve all Level 2 complaints within 7 business days.  

What actions do we take for grievances?

When a grievance is received by us, we will conduct an investigation and inform you of the action (if any) taken within a reasonable period of time, as defined above.