Customer Grievance Redressal Policy

The Card Company (“TCC”) has established this Customer Grievance Policy (Grievance Policy) to address and resolve grievances, complaints, and disputes received from Users and Commercial Partners (hereinafter collectively referred to as "Customers ") regarding TCC’s Services. We are committed to resolving all complaints in a transparent, timely and courteous manner, in compliance with applicable laws including but not limited to the rules, regulations, guidelines, directives, and instructions issued by the Reserve Bank of India (RBI) , National Payments Corporation of India (NPCI) including the guidelines issued on Harmonization of Turn Around Time (TAT) and customer compensation for resolution of failed transactions (as per RBI Circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019), Regulation of Payment Aggregators and Payment Gateways, Integrated Ombudsman Scheme, 202, as amended from time to time.

Purpose and Scope:

This policy aims to:

Educate Customers on available channels for raising a complaint.
Provide clear escalation procedures if Customers are not satisfied with the resolution of TCC.
Minimize complaint escalations by ensuring a seamless grievance redressal mechanism.

Key Principles:

Fairness – Complaints will be addressed fairly, equitably, and transparently.
Timeliness – We strive to resolve complaints within the prescribed TAT.
Ownership – TCC ensures all complaints are handled with accountability and adherence to legal and regulatory frameworks.
Awareness – Customers will be fully informed of their rights and available escalation avenues.

Definitions

Complaint : Any expression of dissatisfaction, grievance, or dispute raised by Customers regarding TCC Services, including but not limited to:
- Failed transactions (debit without credit, declined transactions, timeout issues)
- Unauthorized or fraudulent transactions
- Service-related grievances (e.g., delays in processing, issues with rewards, onboarding problems, etc.)
- Refund or chargeback disputes, and compliance

We recommend you to carefully go through our FAQ section that provide self-help to our Customers. For queries and concerns that are not addressed through the help pages/ FAQ section, you can contact our customer support following the process as detailed hereunder:

Customer Grievance Redressal Process/ Mechanism

Level 1: Complaint Registration

In app complaint registration

Open TCC App
Swipe to “My Profile” Section
Tap the “Help” button
Select the transaction you’re having issues with
View Transaction Details
To initiate chat support: Tap “Need Help”.

Response Time on Chat Support: Instant Response

If additional time is required due to external dependencies or resolution may get delayed due to operational and/ or technical reasons, the Customer will be informed about the same and expected resolution timeframe.

Level 2: Contact Us

If you aren’t satisfied with the resolution provided at Level 1, you can write to us at care@thecardcompany.in with the details of the complaint (including ticket ID/ acknowledgment number/ registration number) registered at Level 1. A customer support representative will then follow up on the same email address and provide a response within response time as specified below:

Response Time: Within 24 hours of escalation.

Resolution Turnaround Time: 15 days from escalation.

Level 3: Nodal Officer

If the Customer is still not satisfied with the resolution provided at Level 2 after escalating their request or their complaint remains unresolved at Level 2, Customers can escalate it to the Nodal Officer by writing to nodal@thecardcompany.com

Details of the Nodal Officer:

Name: Sanjana Bhatnagar

Email: nodal@thecardcompany.com

Response Time: Within 24 hours of escalation

Resolution Turnaround Time: 15 days from escalation

The Nodal Officer will review the grievance and provide a response accordingly within the specified Response Time. The Resolution Turnaround Time may vary, if the grievance requires her/him to contact external parties, such as banks and other financial institutions.

Level 4: Regulatory Redressal

BBPOU Redressal : To report your issue to the NPCI, you can submit a dispute on official website of IndiaIdeas Com Limited (Billdesk) - https://payments.billdesk.com/ubp/BBPSCustomerlogin?action=login&bankid=BLDSK

NPCI redressal: To report your issue to the National Payments Corporation of India (NPCI), submit a dispute redressal mechanism complaint using the below steps :

At the end of your chat at Level 1 click on ‘No’ when asked ‘Did we solve your query’
We will raise your complaint with NPCI and share corresponding Ticket id
Click on View Tickets
Status of your complaint will be visible in View Tickets sections
TCC to share update once status is updated

Or you can directly raise a complain on https://www.npci.org.in/register-a-complaint

However, please note that complaints raised through this link are resolved by NPCI
appointed operating units and that TCC has no bearing on the resolution / resolution TAT of such tickets. Resolution for complaints raised directly with NPCI will have to be verified from the NPCI portal directly.

RBI redressal: According to the Integrated Ombudsman Scheme 2021, issued by the Reserve Bank of India, Customers have the right to approach the Reserve Bank of India (RBI) Ombudsman. If you want to know more about the salient features under the RBI Integrated Ombudsman Scheme 2021, click here.

The Customer can approach the RBI Ombudsman for redressal for addressing any deficiency of service by the TCC in the following circumstances:

The complaint was rejected wholly or partly by the TCC, and the Customer is not satisfied with the reply; or
The Customer had not received any reply within 30 days after the filing of the Complaint with TCC.

Please note: Before approaching the RBI Ombudsman, Customers are required to have raised the complaint at all aforementioned levels.

Resolution Timelines & Compliance

Failed Transactions: Resolved as per RBI TAT guidelines (T+5 days for auto-reversals).
Refund Processing: Refunds(if applicable) for transactions will be made to the original payment method within 3-5 working days
Other Complaints: Resolved within 15 days, with additional updates for delays.

If a refund/chargeback is under process, Customer will be notified about estimated settlement timelines.
Any issue coming to Level 2, Level 3 or Level 4, should have been raised on the previous level(/s). The issue should be escalated only if it has not been resolved within the resolution period mentioned below against each level. Any request bypassing the below order shall be redirected back to the appropriate level.

Dispute Management/ Chargebacks Mechanism

A dispute, also known as ‘chargeback’, arises when a Customer raises a claim with the Issuing Bank for a purchase/transaction that was made on their account. Card networks and regulated entities such as National Payments Corporation of India (NPCI) provide the rights to the cardholder/consumer to claim a chargeback for various reasons, such as,

Transaction amount is different
Request is made for the copy of the receipt
Merchandise is defective or damaged
Alleged fraudulent transaction investigated by the acquiring bank
Multiple charges for the same order
Merchant agreed to issue refund on merchandise returned or for any other reason
Merchandise not as advertised
Customer did not engage in or authorize this transaction
Merchandise has not been delivered
Cardholder is not in possession of the card used for the transaction
Service not received from merchant
Order was cancelled
Customer paid for order by other payment method

In case of any of the above issues, Customer should visit the Commercial Partner website and refer to the terms & conditions, shipping policy, refund/exchange/return/cancellation policy and contact the Commercial Partner to resolve the issue.

The Customer can initiate communication directly with the Commercial Partner to resolve issues pertaining to a specific order through Commercial Partner’s website. The Customer can share the details of the transaction such as date of transaction, amount of transaction, Order ID shared by the Commercial Partner, description of the problem with the Commercial Partner.

In case the Customer do not get a satisfactory response or Commercial Partner does not respond to Customer’s emails & phone calls within 3-5 working days from the date of transaction made by the Customer, then the Customer can contact TCC to mediate and amicably resolve the issue.

Policy Review & Updates

This policy will be reviewed annually or as and when deemed necessary to ensure compliance with applicable laws and regulatory changes. Any modifications required will be updated accordingly to align with RBI, NPCI, or government regulations.
The records pertaining to Customer complaints will be maintained as may be required as per the KYC/AML policy of TCC.

For further details, visit https://thecardcompany.in/contact.html