AeronPay - Grievance Policy

Grievance Policy

What is the Grievance Policy ?

AeronPay believes that excellence in customer service is an important imperative for sustained business growth. As a service organization, customer service and customer satisfaction are our prime focus. We aim to ensure our customers receive exemplary service across all our touchpoints. This policy encompasses a structured grievance redressal mechanism and a framework for addressing customer grievances/complaints.

AeronPay Grievance Redressal mechanism for grievance raised over Email

SUPPORT

Raise a Support Ticket.
Contact Details : Customer Care Contact Email : support@aeronpay.in
Response Time : Less Than 24 Hours
Remarks : 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.

GRIEVANCE

Raise a Grievance.
Contact Details : Grievance Escalation Team Contact Email : grievance@aeronpay.in
Response Time : Less Than 72 Hours
Remarks : In case the resolution provided by the support team is not satisfactory, the customer can escalate the same to the Grievance Escalation Team.
The ticket number from the support interaction 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 directly 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.