1.1 At Instamojo Technologies Pvt. Ltd. (“us” or “we” or “our”), we take any form of complaints on our website or app (“Instamojo Platform” or “Platform”) seriously. We prioritize Customer satisfaction as we believe it to be an important aspect of developing any business. We attempt to comply with best industry practices to maintain the integrity of our services. This Grievance Redressal Policy (“Policy”) covers how we address any complaints or grievances raised by merchants (“Merchants”) and/or the buyers of the products and/or services offered by the Merchants (“Customers”), collectively identified as (“you” or “your”) on our Platform.
1.2 The objectives of this Policy are:
a. To provide transparency and accessibility of information to you so as to enable quick resolution of any disputes and/or complaints raised by you.
b. To resolve your grievances in accordance with the turnaround time for resolving disputes prescribed by the legal authorities in India.
c. To provide for a stage-based approach to grievance redressal depending on the degree of severity.
2.1 This Policy extends to all Customers / Merchants onboarded on the Instamojo Platform. All grievances shall be addressed as per the framework prescribed in the Policy. Please refer to clause 6 covering of this Policy detailing types of disputes that shall be catered to and to clause 3 or 4 (as applicable) detailing the resolution mechanism for such disputes. Please note that you will have to co-operate with the dispute resolution mechanism prescribed in the Policy for investigating your grievance.
3.1 Reporting
We aim to resolve grievances of our Merchants in an expeditious manner. Keeping in mind the Merchant’s interests and stipulations by the Reserve Bank of India (“RBI”), we have provided various avenues to raise any grievances. We may ask for additional details regarding the transaction or complaint from the Merchant, to provide better service in future. We would like to clarify that the timelines for the resolution of failed transactions and compensation payable for delay in resolution of failed transactions shall be as per the timelines stipulated under clause 8 of this Policy in accordance with the turn-around time as prescribed by the RBI.
If a Merchant has any questions or complaints, they may contact us through the following modes:
a. Email support
i. Merchants may reach out to us via email at support@instamojo.com, (active from Monday to Saturday 10 am to 7 pm (“Business Hours”)). Emails received on the above-mentioned emails, are converted to tickets that are automatically assigned to our agents on an hourly basis.
ii. The respective agents view, tag, and resolve the tickets through their respective buckets. If the Merchant reaches out on email the maximum response time is 12- 15 Business Hours. However, the team currently maintains an average response time of 4-5 Business Hours. The total resolution will be within 2 working days.
iii. Any tickets dependent on cross-functional teams for resolution is assigned to the respective team’s ticket management tool. The Merchant will be updated with intermediate responses in case of delay in the turnaround time depending on the type of issue at hand. Once the cross-functional team provides an update using internal notes, ticket is resolved by our support agent immediately.
b. Live chat support
i. We may offer a live chat feature which is accessible though the widget on our website and is active during Business Hours.
ii. Merchants can start a live chat using the widget on the Platform. The chats are automatically acknowledged and assigned from the queue to available agents. The first response to the chats is sent out by the agents within 10 minutes from the time the chat is assigned. The complete resolution to chats is provided within 1 hour on an average, depending on the query/request/complaint. In case of any dependency, agents contact the respective single point of contact (“SPOCs”) in the cross-functional teams using the internal communication tools and are responded to within 5-7 minutes. In case of chats that take longer time to resolve, the chat is converted into a ticket and assigned to our e-mail support team.
c. Voice call support
i. Merchants may choose to report their grievance through a voice call by contacting this number: 1860-500-6656 (active from Monday to Friday, 10 am to 6 pm).
ii. Calls received on this number shall be added to the call waiting queue. Calls in the queue are automatically connected to our next available agent. The average wait time in the queue is 1-2 minutes. However, this shall not be more than 10 minutes under normal circumstances. Our agents collect the required details over the call once the line is connected. In case of any dependency, agents contact the respective SPOCs in the cross-functional teams using the internal communication tools and are responded to within 2-3 minutes. In case of calls that take longer time to resolve, the chat is converted into a ticket and assigned to the e-mail support team. The complete resolution to calls is provided within 30 minutes, depending on the query/request/complaint posed by you.
3.2 Escalation Matrix
(a) In case a Merchant has any questions or complaints, it may directly reach out to us through any of the following: (i) writing to us at support@instamojo.com, (ii) availing our live chat feature, and (iii) calling at 1860-500-6656;
(b) If the Merchant is not satisfied with the response provided for the complaint raised within 7 days, it can escalate the matter by writing to our grievance nodal officer (details mentioned under clause 14) with the details of the original complaint filed.
4.1 If the Customer has any questions, complaints, or claims with respect to cancellation, refunds, failed payments or the services or products, they may sign up on our Platform and follow the mechanism as stipulated here below:
a. Level 1:
i. The Customer has the option to create a case on our resolution center provided on our Platform if they have a problem with a specific payment that has been made to a Merchant. Once a case is created, the Merchant's account shall be debited with the value of the transaction (if there are sufficient funds in the Merchant’s account) and will be held by us until the case is redressed.
ii. The Customer and the Merchant shall then try and redress the issue in the resolution center. The Merchant shall get back to the Customer/us with an explanation for the occurrence of the dispute or any proof against the Customer’s claims within 7 days. If a resolution has been agreed upon between the parties, then, either the Customer shall withdraw the case indicating any of the following (a) that they're satisfied with the transaction, (b) that some other resolution has been provided by the Merchant or (c) that the Merchant shall refund the value of the transaction. If the Merchant has opted for refunding the Customer and if the Merchant's account has sufficient funds, our system will automatically process the refund.
iii. We will also conduct a review of the dispute if the refund amount is unusually low. If there arises a circumstance where the Merchant's account does not have the sufficient funds to process a refund, our system shall send reminders to the concerned Merchant to process more transactions out of which the refund amount may be paid to the Customer. We may also request the Merchant to manually send the due amount to fund their account so that the Customer may be transferred the refund amount.
b. Level 2:
i. If the case has not been amicably settled within 7 days of the Merchant providing an explanation, then, the case is escalated automatically by our system. A case can also be manually escalated by us at any point if we feel there's an issue at hand. If a case is "escalated" it can only be processed by our staff, not by the Merchant or the Customer.
ii. Our resolution center caters to matters involving chargebacks, police complaints, legal notices, bank retrieval requests and refunds. Apart from refunds all other matters mentioned herein shall be escalated from its inception i.e., shall be considered as level 2 issues. Refunds are always Merchant initiated and are automatically processed based on the Merchant's balance. Refunds shall follow the procedure stipulated under Level 1 of the escalation matrix.
iii. Any escalated case is reviewed by our analysts of the dispute resolutions team who shall pursue the Merchant for an amicable resolution before making the decision as to whether a refund is owed to the Customer. The first reminder email will be sent 24 Business Hours after the case is escalated. The second reminder email will be sent after 48 Business Hours. If there is no response from the Merchant and if the monies owed to the Customer is negligible, we shall directly refund the amount to the Customer and claim the refund amount from the Merchant at a later stage. If there is still no response from the Merchant after trying to contact them by way of phone or email, then, based on the risk profile of the Merchant a dunning notice shall be sent to the Merchant.
iv. The criteria for any decision shall be evaluated based on the merits of the case and keeping in mind the merchant's track record. Our dispute resolutions team shall confirm the receipt of complaint and shall provide a response to the same along with reason codes within 2 days.
c. Level 3:
i. If the Customer is not satisfied with the response received from our resolutions team or fails to receive a response, the Customer can reach out to manager of the dispute resolutions team.
d. Level 4:
i. If the Customer fails to receive a response from our manager of the dispute resolutions team within 7 days, the Customer can escalate the matter by writing to our grievance nodal officer (details mentioned under clause 14)
5.1 The transaction amount collected by us shall be settled with every Merchant within 1 day of the T (i.e., on T + 1 basis), where T shall be determined between us and every such Merchant on a case-to-case basis.
5.2 The transaction life cycle has been stipulated here below:
a. Step 1: Payment confirmation by the Merchant to us indicating that the Merchant has received the monies for the goods/ services owed to the Customer.
b. Step 2: In case of a grievance, a case is raised by the Customer through our resolution center. The Merchant and the Customer may interact through our resolution center to settle the dispute amicably.
c. Step 3: Our designated response team shall review the case and seek proof of delivery goods / fulfillment of service from the Merchant.
d. Step 4: Based on the evidence collected our response team shall take a decision on a case-to-case basis whether to close the case or refund the Customer.
e. Step 5: If the case is closed in favour of the Customer, a refund is initiated. If sufficient funds for a refund is unavailable in the Merchant’s account, the case is escalated.
f. Step 6: The case is simply closed by our system if a decision is taken in favour of the Merchant.
g. Step 7: If the case gets escalated, then two emails would be sent to the Merchant automatically as reminders. Our response team shall also try and communicate with the Merchant by phone call.
5.3 The first reminder email will be sent 24 Business Hours after the case is raised if there is no update from the Merchant. The second reminder email will be sent after 48 Business Hours from the time of the case being raised. In case of no action from the Merchant on the case at all, the final reminder gets initiated after 72 Business Hours, starting from the time of the case creation. If the Merchant has not responded even after 7 days from the date of the final reminder being sent out, the case gets escalated to the final level. If there is no response from the Merchant and if the monies owed to the Customer is negligible, we shall directly refund the amount to the Customer and claim the refund amount from the Merchant at a later stage. If there is still no response from the Merchant after trying to contact them by way of phone or email, then, based on the risk profile of the Merchant a dunning notice shall be sent to the Merchant.
6.1 The types of disputes that our Policy shall carter to has been provided here below:
a. Duplicated payments
In case of duplication of payments, we shall check our payment system for duplication and inform the Merchant, the duplicated amount shall be refunded accordingly.
b. If a product or service is no longer available on our Platform
We shall ask the Merchant to provide proof of delivery by way of providing a delivery receipt with signature in case of goods and proof of service (depending on the service e.g. logs of text messages, tickets in case of events) along with a copy of the invoice.
c. If a Customer is not satisfied with the good or service provided to them
The Merchant and the Customer may converse to come to an amicable settlement. We shall require proof of such conversation either through whatsapp chat, emails etc. Based on the profile of the merchant a decision regarding a refund or cancellation of the case shall be provided.
d. Loss or damage of goods
The Customer shall be requested to share pictures of the damaged product. Based on the evidence provided by the Customer, the case shall be handled as per the procedure prescribed under the escalation matrix. The terms for refund, as defined by the Merchant’s policy will be considered while deciding on the matter.
e. Digital download issues
In the case of any issues with a digital download the Merchant shall be required to send the logs to us either by way of email or whatsapp message. We will analyse the logs of the Merchant and if there is an issue found, shall require the Merchant to resend the downloadable material. The case shall be closed as per the procedure followed in the escalation matrix.
f. Cancelled or change of events
If an event on our Platform has been cancelled or changed, depending upon the profile of the Merchant, we will first contact the Merchant to furnish the proof that the event was conducted (tickets, pictures of the event, link to social media etc.). If we are not satisfied, or find anything to be suspicious, we may then request other Customers of such event for proof to determine if such event was conducted. Based on the evidence the issue shall be handled as per procedure contained in the escalation matrix.
g. Dispute not described
If a dispute that is not described herein arises, the Customer and Merchant shall interact through our resolution center and try and resolve the dispute. We may also reach out to other Customers who have purchased similar good or service from the Merchant and collect information, identify and rectify the issue present.
7.1 As a general rule, no refund will be provided until and unless such circumstances exist that we deem fit to refund the transaction money.
7.2 All payments with respect to refunds shall be solely your responsibility and we shall not be liable for any claims, disputes, penalties which may arise in connection with such refunds to you or the buyer.
7.3 You may submit a claim for compensation for a failed payment by emailing us at support@instamojo.com and detailing a clear and specific reason for the compensation request and the exact terms that have been violated. We shall in our sole discretion determine whether you are eligible for compensation or not.
8.1 A possibility exists that due to various reasons a Customer’s account might get debited while making a transaction but Instamojo may fail to capture the completion of the same. In such a situation, Instamojo shall undertake best efforts to reconcile the transaction and refund the amount for the failed transaction promptly in 24 Business Hours post the confirmation that the amount is credited to Instamojo’s escrow/nodal account. Instamojo does this by using a system initiated recurring activity that identifies all transactions that have been recently initiated but are not yet complete and queries for the particulars of each transaction against the respective payment processor’s application programming interfaces.
8.2 Multiple windows of varying time durations are selected while undertaking this activity to identify transactions in the immediately preceding window of time as well as some transactions in the very recent past, to cover a wide range of transactions multiple times over several iterations of this activity. At minimum every transaction over the preceding 72 (seventy-two) Business Hours is reviewed during the transaction reconciliation process.
8.3 If a transaction is identified as complete during this process, one of the following steps is undertaken:
a. If the order against which this payment has been made is already complete, then this is a duplicate payment made against a single intent to pay and the amount is automatically refunded.
b. If the payment was initiated more than 24 (twenty-four) Business Hours ago then the amount is automatically refunded.
c. Else, the payment is marked as successful in Instamojo’s records, and all relevant parties are accordingly intimated of the same.
9.1 Any potential dispute shall be governed by the laws of India and courts in Bangalore shall have exclusive jurisdiction to hear such matters.
10.1 Instamojo’s responsibilities:
a. We shall ensure that your grievances shall be responded to within the time period prescribed under this Policy;
b. We shall ensure mediation efforts between the Merchant and the Customer to effectively provide a resolution;
c. We will analyse all disputes and provide a decision based on the facts of the case and availability of documents;
d. We shall proactively refund the amount owed to a Customer as soon as the Merchant initiates a refund, contingent on the availability of adequate monies in the Merchant’s account;
e. Our Customer grievance response team will ensure that all grievances are handled smoothly and sensitively. They will undergo training in handling of grievances and will be updated from time to time depending on the need for training and optimizing our approach to handle grievances.
10.2 Customer’s responsibilities:
a. We request all our Customers to fully co-operate with us so that we may be able to provide a timely and effective grievance redressal process. Customers are expected to furnish the relevant documentation and/or information so that we can conduct an effective investigation of the issue at hand. We may request additional information on a case-to- case basis so that we ensure the right decision has been taken when investigating a dispute. We disclaim all responsibilities and liability for non-redressal of grievances due to falsified, inaccurate, mala fide or outdated information or documents that are provided by our Customers.
10.3 Merchant’s responsibilities:
a. The Merchant shall ensure to provide explanations/proof/information to defend itself if any case/ complaint has been raised by a Customer. The Merchant shall ensure that any amounts due to a Customer upon decision taken by us shall be duly repaid/ refunded to the Customer.
11.1 Please note that reporting of grievances is a serious matter. In the event we find that your claims of grievances are frivolous or untrue, we may restrict your access to our Platform, or impose such other reasonable penalty.
12.1 Please note that this Policy is subject to change if there is a regulatory requirement, or we believe that the Policy has to be modified in order to make our grievance redressal system more effective and meaningful for you.
13.1 We hereby disclaim any and all liability, including but not limited to both legal costs and damages, that may arise in the event you, your authorised representative, any user of the Platform, or any third party seeks to initiate legal proceedings with respect to grievance or complaints against (i) products or services available the Platform, (ii) usage of the Platform.
14.1 You may contact us at customer.grievances@instamojo.com with any enquiry relating to this Policy, or to initiate a grievance redressal process in accordance with this Policy. You can also do so by writing to our grievance nodal officer at the address provided below:
Name: Astha Nigam
Address: Instamojo Technologies Private Limited,
3rd Floor, Maa Grace, 12/1
7th Cross Road, Koramangala 1A Block,
Bangalore, 560034, Karnataka
Email Address: customer.grievances@instamojo.com
Last updated 30-09-2021