A customers can reach out to Techtards Payment Solutions Pvt. Ltd. for any grievance on Techtards Payment Solutions Pvt. Ltd. services and timelines for grievance resolution through any of the various communication channels available to them.

Techtards Payment Solutions Pvt. Ltd. has a dedicated Help desk team for managing any customer queries and grievances, if any.

Customers can share their feedback or grievance on any of the Techtards Payment Solutions Pvt. Ltd. services, towards any deficiency in service or any communication, they have had with Techtards Payment Solutions Pvt. Ltd., on which they are not satisfied.

Following mentioned below are the channels through which customers can send in their Complaints Queries or Requests

Channel	Contact Details	Working Hours
Phone	Techtards Payment Solutions Pvt. Ltd. Help desk: 9328614106	08.00 AM to 8.00 PM Monday to Saturday 09.00 AM to 6.00 PM Sunday (Excluding National Holiday)
Email	customercare@techtardssolutions.com	08.00 AM to 08.00 PM Monday to Saturday 09.00 AM to 6.00 PM Sunday (Excluding National Holiday)
Courier	Attn: Grievance Officer 4G, Sumeru Center, Nr. Suvidha Shopping Center, Opp. Karnavati Pagarkh Bazar, Parimal Under pass, Paldi, Ahmedabad, Gujarat – 380007	09.00 AM to 06.00 PM Monday to Saturday Sunday (Excluding National Holiday)

The above-mentioned channels are for redressal of Techtards Payment Solutions Pvt. Ltd. customer grievances or complaints, providing online support wherever possible, and for capturing customer feedback on Techtards Payment Solutions Pvt. Ltd.

Techtards Payment Solutions Pvt. Ltd. on receipt of any complaint, grievance or feedback, will reach out to the respective customer and the same will be resolved in the specified timeline as communicated below.

If any of the above complaint/grievance is not addressed to the satisfaction of the customer in the below specified timeline, then the customer can choose to escalate the same to Level 2 of the escalation level as given below, with the original complaint ticket no and the details there off, of the issue raised. The escalation process is as mentioned below in the Escalation section.

Note – escalations without an Original Complaint number will not be treated as an escalation

Customer Resolution Timelines:

No.	Complaint Type	Estimated Timelines (SLA)
1.	Any Techtards Payment Solutions Pvt. Ltd. Transaction related issue	Within 10 working days of receipt of the grievance. (In case of involvement of any third parties in resolution, timelines followed by leading banks/partner would be applied and communicated to customers)

The resolution is given to customer in below mentioned steps:

1. Acknowledgement: Acknowledgement of consumer query or complaint will be sent to the customer. This will be delivered via email, based on availability of email id of the customer.

2. Resolution: Response will be sent to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.

Escalation Matrix:

Techtards Payment Solutions Pvt. Ltd. ensures all customer grievances are addressed Through 3 level escalation:

Level	Team Responsible	Mode	Escalation protocol
1	Techtards Payment Solutions Pvt. Ltd. Helpdesk	Techtards Payment Solutions Pvt. Ltd. Help Desk: +91 9825786923 Email to: rizwan@techtardssolutions.com	Techtards Payment Solutions Pvt. Ltd. Help Desk team will acknowledge the complaint / grievance in the form of: • By sending emails • Answering the calls at the help desk A reference number (Ticket No) would be provided to customer for all complaints for future communication regarding the particular case. The customer will also be kept informed on the progress towards the final resolution or communicate any delays in redressing the concern. All complaints would be closed only after receiving the customer’s feedback and acceptance of closure.
2	Techtards Payment Solutions Pvt. Ltd. Helpdesk Manager	Techtards Payment Solutions Pvt. Ltd. Helpdesk Manager: Email to: ksamir@techtardssolutions.com	In case the customer is not satisfied with the • Resolution provided by Level 1 executives • Breach in the above-mentioned Service Level Agreements or timelines or Behavior of any representative or staff member at Techtards Payment Solutions Pvt. Ltd., Level 2 team will address the issue
3	Grievance Officer	Registered Post/Courier:Details mentioned before Email to: hiten@techtardssolutions.com	In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the Grievance Officer * Please note all the complaints sent to this level would be entertained only if the escalation communication contains the ticker / reference number which was shared at level 1