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Grievance Policy

 

1. Introduction

Metacomic Private Limited (“Metaxpay”), a company incorporated under the Companies Act 2013 and having its registered office at:

No-13, Lakshmi Nagar, Kannapalayam, Poonamallee, Tamil Nadu, India - 600071

provides payment solutions (including payment aggregator and gateway services) that help businesses collect and disburse payments securely and conveniently, both domestically and internationally.

Metaxpay facilitates a variety of Business Institutions (“Merchants”) to collect payments from their end Customers through its scalable, customized payment platform. This platform offers multiple products enabling Merchants to collect payments in a secure, transparent, affordable, and convenient manner. Given that customer satisfaction is of prime importance, Metaxpay has established this Grievance and Redressal Policy to ensure fair treatment and to provide a clear pathway for Merchants and end-customers (“Customers”) to voice and escalate complaints when required.

2. Objective & Scope

The primary objectives of this Grievance and Redressal Policy are to:

  1. Define Metaxpay’s responsibilities as a Regulated Entity.

  2. Establish protocols and principles for Merchant and Customer grievance redressal and dispute resolution, including the creation of systems, procedures, and review mechanisms for complaints and grievances.

  3. Provide mechanisms for Customers to raise concerns against suspected or actual fraud, deception, or unethical practices by Merchants using Metaxpay’s services.

  4. Ensure that there is a system in place to compensate Customers expeditiously as required under applicable laws.

This Policy applies to:

  • Metaxpay and all products and services offered by Metaxpay.

  • Merchants, Partners, Employees, Customers, and Agents doing business with Metaxpay.

3. Governance & Oversight

  1. Board Oversight

    • The Board of Directors of Metaxpay shall oversee the implementation of the Grievance Redressal framework. They are responsible for approving this Policy and any subsequent changes.

    • The Board shall appoint a Nodal Officer to ensure adherence to the Policy requirements.

  2. Nodal Officer Responsibilities

    • The Nodal Officer shall monitor complaint trends, corrective and preventive actions, and customer-focused initiatives on a quarterly basis.

    • The Nodal Officer will consolidate inputs from senior management on improving the quality of service and present key findings and recommendations to the Board for consideration.

  3. Record Keeping

    • All records pertaining to customer complaints shall be maintained for at least five (5) years after the business relationship ends.

    • Timely backup of system data of complaints shall be taken to ensure availability of data at all times.

4. Definitions

  1. Customer(s): An end-customer who purchases goods or services from Merchants and makes payment via various payment instruments through Metaxpay.

  2. Merchant(s): A user of Metaxpay’s payment services for accepting payments from Customers.

  3. Complaint(s): Any service deficiency or error on the part of Metaxpay or non-conformance in Metaxpay’s product or process leading to a dispute/grievance by the Merchant or the Customer. Examples include:

    • Delayed or non-delivery of goods/services by the Merchant.

    • Unauthorized electronic fund usage via Metaxpay’s platform.

    • Delay in refund processing.

    • Non-adherence to instructions/circulars/guidelines from RBI or any other applicable authority.

    • Merchant not receiving promised services from Metaxpay (e.g., payment gateway downtime).

5. Grievance Redressal & Escalation Matrix

5.1 Grievance Redressal Framework

Merchants or Customers with any Query, Feedback, or Complaint regarding Metaxpay’s products or services may use any of the following channels:

  1. Metaxpay Support Page

    • Visit the Support page for FAQs and information addressing specific queries or issues.

  2. Transaction Status Checker

    • Customers can check the status of their transactions using the Reference Number provided by Metaxpay at this link.

  3. Ticket Generation

    • Upon receiving a query, feedback, or complaint, Metaxpay generates a ticket and allots a unique reference number, communicated to the Merchant/Customer via email.

    • Metaxpay will respond to the grievance within 10 business days from the date of receipt.

If a Merchant/Customer is dissatisfied with the resolution, they may escalate their concerns through the following mechanisms. Customers may also reach out via their Issuing Bank or Law Enforcement Agencies where applicable (e.g., unauthorized transactions).

5.2 Escalation Matrix & Turnaround Time (TAT)

Level 1

  • Email: escalations@metaxpay.com

  • Response Time: Metaxpay attempts to respond within 5 business days from the complaint date.

  • Merchants/Customers can track the status of their complaint via email or, if a Merchant, through their dashboard.

If not satisfied with the resolution at Level 1, Merchants/Customers can escalate to Level 2.

Level 2

  • Nodal Officer (Grievance Redressal):

    • Name: Mr. Charan V

    • Address: Metacomic Pvt Ltd, No-13, Lakshmi Nagar, Kannapalayam, Poonamallee, Tamil Nadu, India - 600071

    • Email: grievances@metaxpay.com

  • Response Time: The Nodal Officer aims to respond within 5 business days from the complaint date.

Merchants/Customers will be kept updated on their complaint status if the resolution takes longer than the specified timeline.

5.3 Display of Grievance Redressal Mechanism

Metaxpay shall prominently display its Grievance Redressal Mechanism on the website (https://www.metaxpay.com/support/) to enhance awareness among Merchants and Customers.

6. Dispute Management / Chargeback Mechanism

A dispute (or “chargeback”) arises when a Customer raises a claim with their Issuing Bank for a transaction they believe to be erroneous or fraudulent. Reasons for chargebacks may include:

  • Fraudulent transactions

  • Non-delivery of product/services

  • Defective products/services

  • Duplicate payments or double debits

6.1 Chargeback Process

  1. Initiation

    • A Customer disputes a transaction with the Issuing Bank.

    • The acquiring partner notifies Metaxpay, and Metaxpay creates a dispute in its system.

  2. Document Submission

    • Metaxpay notifies the Merchant with dispute details. The Merchant can upload supporting documents (e.g., proof of delivery).

  3. Evaluation

    • Metaxpay forwards the supporting documents to the bank, which reviews them to determine if goods/services were delivered as promised.

6.2 Chargeback Resolution Outcomes

PossibilityOutcome

AcceptanceIf the Merchant accepts the chargeback, the Customer is credited (per network timelines) and the Merchant’s account is permanently debited.

ContestationIf the Merchant has provided valid documents proving service delivery, Metaxpay represents these to the acquiring/issuing bank for further assessment.

Deemed AcceptedIf the Merchant neither represents nor accepts within the given timeline, the chargeback is treated as deemed accepted, resulting in a permanent debit to Merchant’s account.

7. Refunds

Customers may request a refund from a Merchant for reasons such as non-delivery or subpar quality of goods/services. Merchants can initiate refunds through Metaxpay, which are generally posted to the original payment method unless otherwise agreed with the Customer.

7.1 Refund Processing Timelines

  • Refund requests are typically not accepted after 120 days from the original transaction unless supported by acquiring banking partners.

  • Once the refund is initiated, it usually takes 5 to 7 working days to reflect in the Customer’s account or card statement, subject to inter-bank and network dependencies.

8. Failed Transactions and Reversals

In line with the RBI’s Notification on Harmonisation of Turnaround Time (TAT) and customer compensation for failed transactions, Metaxpay shall ensure:

  • Timely Reversal: If a transaction fails due to reasons not attributable to the Customer (e.g., network failures), the reversal will be processed within prescribed TAT guidelines.

  • Customer Compensation: If reversals are not processed on time, compensation, if applicable, is paid as per RBI regulations.

9. Fraud Alerts from Law Enforcement Agencies (LEA)

If Metaxpay receives an alert from Law Enforcement Agencies (LEA) (e.g., via the NCRP portal or official email communications) regarding an unauthorized transaction, Metaxpay will promptly:

  1. Take Steps to Block Transaction/Funds: Metaxpay will block further movement of funds at the Merchant’s end if possible.

  2. Collect Proof: Request relevant documents or proof from the Merchant showing that goods/services were provided legitimately.

  3. Compliance: Metaxpay will comply with any additional instructions from the LEA.

10 LEA Contact for Cyber-Fraud

  • Nodal Officer (LEA support)

    • Address: Metacomic Pvt Ltd, No-13, Lakshmi Nagar Kannapalayam, Poonamallee , Poonamallee, Tamil Nadu, India - 600071.

    • Email: cybercell@metaxpay.com

Metaxpay will update these contact details on its website as well.

11. Review of the Policy

This Policy shall be reviewed by the Board of Directors of Metaxpay as and when necessary. The Board will conduct an annual review of how the grievance redressal mechanism functions.

12. Obligation of Secrecy

Metaxpay shall maintain strict confidentiality with respect to Customer and Merchant data arising out of the contractual relationships. Information shall not be shared except:

  1. Where disclosure is mandated by law.

  2. Where there is a duty to the public to disclose.

  3. Where Metaxpay’s interests require disclosure.

  4. Where the Customer has provided explicit or implied consent.

Moreover, Metaxpay shall not use or share Customer information for cross-selling or any other non-agreed purpose without the Customer’s permission.

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