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Grievance Policy

Last updated on January 18th, 2021

Introduction to Grievance Policy
This policy outlines a structured grievance redressal mechanism available to customers, regulators, and other parties to obtain a proposal for increasing their grievances. Our complaints policy is designed to resolve customer complaints in a timely and efficient manner while treating our customers justly and courteously. AeronPay strives to provide best-in-class service delivery and has a dedicated customer service team. AeronPay will short out with all customer complaints in a transparent and punctual manner.


Redressal mechanism for grievance raised over Email
Raise Contact Details Remarks
Raise a Support Ticket. Customer Care

Contact Email: support@aeronpay.in
➤ Aeronpay Customer Care team will acknowledge the
complaint with a ticket number.

➤ We are committed to providing You with our first response
within 24 - 48 hours of receiving the complaint.

➤ Resolution of Your complaint may get delayed due to
operational or technical reasons. In such a scenario,
Aeronpay will inform the same to the customer.

Raise a Grievance Grievance Escalation Team

Contact Email: grievance@aeronpay.in
➤ In case of Level 1 resolution is not satisfactory,
the customer can escalate the same to the
Grievance Escalation Team.

➤ The ticket number of 1st level is mandatory.


➤ We are committed to providing You with our first
response within 24 hours of receiving the complaint.

➤ In case of any unauthorized/fraudulent transaction
reporting, the regulatory authority or customer can
skip previous levels and direct mail to the
Grievance Escalation Team.

➤ Resolution within 5 working days except for national
holidays.

➤ Resolution of Your complaint may get delayed due to
operational or technical reasons. In such a scenario,
Our Grievance Escalation Team will inform the
same to the customer.