Grievance Redressal Policy

1. Scope

This Policy applies to grievances related to the following:

1. Payment of utility bills, metro card recharge, gas bookings, phone recharges, and credit card payments via our portal.
2. Booking of air tickets, hotels, and short-stay accommodations.
3. Delays, failures, or errors in transactions on our website or mobile applications.
4. Vendor or service provider conduct.
5. Refunds, cancellations, or failed services.
6. Platform functionality or user account issues.
7. Concerns regarding personal data or privacy.
8. Any violation of applicable Indian laws or consumer rights.

2. Grievance Officer

In compliance with applicable laws, we have appointed a Grievance Officer who oversees the redressal process.

• Name: Damnpay Grievance Officer
• Designation: Grievance Officer
• Email: support@damnpay.in
• Phone: +919872454911
• Address: 142/6 Chhotti Baradari, Patiala, Punjab, India 147001

You may submit your grievance to the Grievance Officer via email or written communication.

3. How to Lodge a Grievance

You may lodge a grievance by following the steps below:

1. Send an email to support@damnpay.in or write to the postal address listed above.
2. Include the following details to enable timely resolution:

• Your full name, email address, and mobile number.
• Order ID or transaction reference, if applicable.
• A detailed description of the grievance or complaint.
• Supporting documents or evidence, if available.

Incomplete submissions may result in delays in addressing your grievance.

4. Grievance Handling Procedure

1. Acknowledgment: We acknowledge receipt of your grievance within forty-eight (48) hours of submission.
2. Investigation & Resolution: We strive to resolve grievances promptly and, in any case, within thirty (30) days in accordance with Indian law.
3. Communication: We update you on the resolution and any steps being taken to address the grievance.
4. Escalation: If you are not satisfied with the initial response, you may escalate the grievance to higher management as guided in our communication.
5. Third-Party Vendor Issues: Where grievances involve third-party vendors (airlines, hotels, utilities), we coordinate with them for resolution, though ultimate responsibility for service delivery remains with the vendor.
6. Privacy Complaints: Privacy-related complaints are addressed in line with our Privacy Policy and the Information Technology Act, 2000, and applicable rules.
7. Legal Compliance: We reserve the right to report grievances involving potential legal violations to the appropriate regulatory or enforcement authorities.

5. Changes to this Policy

We may update this Policy from time to time to comply with legal requirements or reflect changes in our services. The most recent version will always be available on our Website with the revised “Last Updated” date.

6. Contact Us

If you have questions, concerns, or suggestions regarding this Policy, reach out using the details below:

Email: support@damnpay.in
Phone: +919872454911

By using the Website you acknowledge that you have read, understood, and agree to be bound by this Grievance Redressal Policy.

Grievance Handling Workflow

1. Submit your grievance via email or post with the necessary information.
2. Receive acknowledgment from the Grievance Officer within 48 hours.
3. Allow the investigation team to review documentation and liaise with vendors where required.
4. Receive status updates and, once resolved, a written communication outlining the outcome.
5. If dissatisfied, escalate using the instructions provided in the resolution response.