Customer Grievance Redressal Policy

At Softpay Innovations Pvt. Ltd., customer satisfaction is at the heart of everything we do. We are committed to providing secure, transparent, and reliable digital payment solutions while ensuring that every customer concern is addressed fairly and promptly.

This Grievance Redressal Policy outlines the process for raising complaints and the steps we take to resolve them efficiently.

Our Commitment

We believe that every customer deserves a smooth and hassle-free experience. If you face any issues related to our products or services, our support team is dedicated to providing timely assistance and working towards a satisfactory resolution.

We ensure that:

• Every complaint is acknowledged promptly.
• Issues are investigated fairly and transparently.
• Customers receive regular updates on the progress of their requests.
• Resolution is provided within a reasonable timeframe.

Issues Covered Under This Policy

You may contact us for assistance regarding:

• QR payment-related concerns
• Transaction or settlement queries
• Merchant dashboard access issues
• Technical errors or service interruptions
• Account or onboarding assistance
• API integration support
• General service feedback or suggestions

How to Raise a Complaint

Customers can reach our support team through the following channels:

Email: support@softpayy.com

Phone / WhatsApp: +91 9156222221

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (IST)

When submitting a complaint, please provide:

• Merchant or Customer Name
• Registered Mobile Number or Email Address
• Transaction ID (if applicable)
• Description of the issue
• Relevant screenshots or supporting documents (if available)

Providing complete information helps us resolve your concern more efficiently.