BharatOne Services and Affiliates Pvt. Ltd. ("BharatOne", "Company", "we", "our", or "us") is committed to providing responsive customer support and maintaining a transparent, fair, and efficient grievance redressal mechanism for users of its digital platforms and services.
This Support & Grievance Policy ("Policy") outlines the support channels, complaint handling procedures, grievance escalation mechanism, and response practices applicable to customers, merchants, retailers, franchisees, agents, distributors, API users, business partners, service centers, and other users accessing or using BharatOne's Services ("Users").
1. Purpose
This Policy is intended to:
- Provide accessible and reliable customer support channels.
- Establish a transparent grievance redressal framework.
- Support timely review and resolution of complaints.
- Promote accountability and effective communication.
- Strengthen customer confidence and operational governance across the BharatOne ecosystem.
2. Support Channels
Users may contact BharatOne through the following official channels for assistance relating to:
- Account registration and access.
- Government service applications.
- Banking and payment-related services.
- Transaction disputes.
- Refund and settlement queries.
- Merchant onboarding.
- Franchise and retailer support.
- API and technology integration.
- Technical support.
- Security concerns.
- General customer assistance.
General Support
Security, Fraud & Account Protection
Billing, Settlement & Commercial Queries
3. Grievance Redressal
If a User is dissatisfied with the initial support response or requires further review, the matter may be escalated through BharatOne's grievance redressal mechanism.
Grievances may include, but are not limited to:
- Transaction disputes.
- Refund or reversal delays.
- Failed or pending transactions.
- Settlement issues.
- Merchant or retailer operational concerns.
- Account access problems.
- Service quality complaints.
- Privacy or data protection concerns.
- Platform misuse.
- Technical issues.
- Fraud or unauthorized transactions.
- Any other operational or service-related concern.
4. Grievance Officer
Users may escalate unresolved complaints to the designated Grievance Officer.
The Grievance Officer shall make reasonable efforts to:
- Acknowledge grievances.
- Review complaints impartially.
- Coordinate with relevant internal teams.
- Obtain information from partner institutions where necessary.
- Provide updates regarding complaint status.
- Communicate the outcome within reasonable operational timelines.
5. Response Timelines
BharatOne endeavors to follow reasonable response standards, including:
- Acknowledging support requests within a reasonable timeframe.
- Reviewing complaints based on complexity and available information.
- Providing periodic status updates where appropriate.
- Resolving complaints as promptly as reasonably practicable.
Certain matters may require additional time where:
- Banking reconciliation is pending.
- Government departments are involved.
- Payment partners require investigation.
- Fraud or security reviews are necessary.
- Additional documentation or verification is required.
- External service providers control part of the process.
Accordingly, response and resolution timelines may vary depending upon the nature of the Service, transaction type, partner dependencies, regulatory requirements, and operational circumstances.
6. User Responsibilities
Users are encouraged to:
- Provide accurate and complete information.
- Include transaction IDs, reference numbers, screenshots, or supporting documents where applicable.
- Cooperate with reasonable verification requests.
- Keep contact information updated.
- Avoid submitting duplicate complaints while an existing request is under review.
Users should immediately report:
- Unauthorized account access.
- Suspected fraud.
- Security incidents.
- Lost credentials.
- Suspicious transactions.
- Platform misuse.
7. Operational Limitations
Certain BharatOne Services depend upon external entities, including:
- Banks.
- Payment aggregators.
- Payment gateways.
- Government departments.
- Telecom operators.
- Utility providers.
- Insurance companies.
- Travel partners.
- Technology vendors.
BharatOne does not control the internal processing timelines, infrastructure availability, approval decisions, or operational procedures of such third-party organizations.
8. Escalation and Cooperation
Where reasonably necessary, BharatOne may coordinate with:
- Banking institutions.
- Payment service providers.
- Government authorities.
- Technology providers.
- Identity verification agencies.
- Regulatory authorities.
- Law enforcement agencies.
- Other authorized ecosystem participants.
Such coordination may be undertaken for:
- Complaint investigation.
- Fraud prevention.
- Operational review.
- Security response.
- Dispute resolution.
- Compliance with applicable legal and regulatory obligations.
9. Fraud, Abuse and Misuse Reporting
Users are encouraged to promptly report:
- Fraudulent activities.
- Unauthorized transactions.
- Account compromise.
- Identity theft.
- Platform abuse.
- Misuse of BharatOne Services.
- Security vulnerabilities.
BharatOne may undertake reasonable measures including:
- Account verification.
- Temporary suspension or restrictions.
- Transaction review.
- Fraud investigation.
- Coordination with banking partners or competent authorities where appropriate.
10. Policy Updates
BharatOne may revise this Policy from time to time to reflect:
- Operational improvements.
- Technology enhancements.
- Changes in applicable laws or regulations.
- Banking and partner requirements.
- Customer service improvements.
- Business or platform modifications.
The latest version of this Policy will be published on BharatOne's official website. Continued use of the Services following publication of any revised version constitutes acceptance of the updated Policy.
Contact Information
For customer support, grievances, fraud reporting, technical assistance, merchant support, settlement queries, or other operational concerns, please contact:
