BharatOne Services and Affiliates Private Limited ("BharatOne", "Company", "we", "our", or "us") is committed to providing responsive customer support and maintaining a fair, transparent, and efficient grievance redressal framework for users of its platforms and services.
This Acceptable Use Policy ("Policy") outlines the support channels, grievance escalation mechanisms, and operational response practices applicable to customers, merchants, retailers, franchise partners, agents, distributors, API users, business partners, and other users accessing or using the Services ("Users").
1. Purpose
This Policy is intended to:
- Provide accessible support channels for all Users;
- Establish a transparent and accountable grievance redressal mechanism;
- Ensure timely review and resolution of complaints and operational concerns;
- Maintain responsible communication and service standards;
- Support operational governance and regulatory compliance across the BharatOne ecosystem.
2. Support Channels
Users may contact BharatOne through the following official channels for account-related concerns, transaction issues, onboarding assistance, refund or settlement queries, technical support, merchant services, security concerns, operational grievances, or general enquiries.
General Support
Security & Fraud Reporting
Billing, Merchant & Commercial Queries
3. Grievance Redressal
If a User is dissatisfied with the initial support response or requires escalation of any operational concern, the matter may be escalated through BharatOne's formal grievance redressal process.
Grievances may include, but are not limited to:
- Transaction disputes;
- Refund or settlement delays;
- Failed or pending transactions;
- Merchant onboarding concerns;
- Account access issues;
- Technical or API-related issues;
- Privacy or data protection concerns;
- Platform misuse or abuse;
- Service quality concerns;
- Franchise or retailer operational issues; and
- Any other matter relating to BharatOne Services.
4. Grievance Officer
Users may contact the designated Grievance Officer at:
The Grievance Officer shall make reasonable efforts to:
- Acknowledge submitted grievances;
- Review operational concerns;
- Coordinate with relevant internal departments;
- Seek information from partner institutions where necessary;
- Provide updates during investigation; and
- Respond within reasonable operational timelines in accordance with applicable laws and internal procedures.
5. Response Timelines
BharatOne strives to maintain prompt and professional customer service by:
- Acknowledging support or grievance requests within a reasonable operational timeframe;
- Reviewing complaints based on their complexity and available information;
- Providing status updates wherever reasonably practicable; and
- Working toward timely resolution of genuine grievances.
Certain matters may require additional review where:
- Banking or payment reconciliation is pending;
- Government department processing is involved;
- Third-party service providers or payment partners are involved;
- Security or fraud investigations are underway;
- Regulatory verification is required; or
- Additional documents or information are requested from the User.
Accordingly, actual response and resolution timelines may vary depending on the nature of the request and operational dependencies.
6. User Responsibilities
Users are encouraged to:
- Provide accurate and complete information while submitting requests;
- Include transaction IDs, receipts, screenshots, or other supporting documents where applicable;
- Cooperate with reasonable verification procedures;
- Avoid submitting duplicate complaints while an existing request remains under review; and
- Promptly report unauthorized transactions, suspected fraud, account compromise, or security-related incidents.
7. Operational Limitations
Certain requests depend upon external organizations including:
- Banks;
- Payment gateways;
- NPCI-enabled systems;
- Government departments;
- Telecom operators;
- Utility service providers;
- Financial institutions; and
- Other authorized ecosystem partners.
BharatOne does not control external processing timelines, third-party infrastructure, partner approvals, or government processing schedules and therefore cannot guarantee resolution within fixed timelines where such dependencies exist.
8. Escalation & Cooperation
Where reasonably necessary, BharatOne may coordinate with:
- Banking institutions;
- Payment aggregators;
- Payment gateways;
- Government authorities;
- Licensed financial institutions;
- Technology providers;
- Verification agencies;
- Law enforcement authorities; and
- Other authorized partners
for dispute resolution, fraud prevention, operational review, regulatory compliance, security investigations, or lawful requests.
9. Fraud, Abuse & Misuse Reporting
Users are encouraged to immediately report:
- Unauthorized account access;
- Fraudulent transactions;
- Identity theft;
- Suspicious merchant activity;
- Misuse of BharatOne Services;
- API abuse;
- Phishing attempts; or
- Any other suspected security incident.
BharatOne reserves the right to undertake appropriate verification measures, temporarily suspend affected accounts or transactions, coordinate with authorized partners, and report unlawful activities to competent authorities where required.
10. Policy Updates
BharatOne may revise or update this Policy from time to time to reflect:
- Operational improvements;
- Customer support enhancements;
- Technology developments;
- Regulatory or legal changes;
- Partner or ecosystem requirements; and
- Changes to BharatOne Services.
The latest version of this Policy will always be published on the official BharatOne website.
Continued use of the Services after publication of revised terms constitutes acceptance of the updated Policy.
11. Contact Information
For customer support, grievance redressal, security reporting, or operational assistance, please contact:
