Grievance Redressal

Start with our support desk. Include your merchant or account ID, the transaction or request ID, timestamps, and a description of what you expected versus what happened.

• Email: support@rupeeco.in
• Acknowledgement: within 24 hours of receipt
• Target resolution: 7 business days

If your complaint is unresolved after the Level 1 timeline, or you are not satisfied with the outcome, escalate to the Office of the Director with your original ticket reference. Matters relating to data protection, conduct or compliance may be raised here directly.

• Email: director@rupeeco.in with subject line “Escalation — [ticket reference]”
• Phone: +91 90242 19239 (Mon–Fri, 10:00–18:00 IST)
• Acknowledgement: within 3 business days
• Target resolution: 30 days from the date of the original complaint

• Your name, organisation and registered contact details.
• Merchant or account identifier, and the relevant API or dashboard environment.
• Transaction, settlement, mandate or request IDs, with timestamps in IST.
• A clear description of the issue and the resolution you are seeking.
• Any supporting evidence — never include full card numbers, CVVs, OTPs or Aadhaar numbers.

Every complaint is logged with a unique reference and an owner. We acknowledge receipt, investigate with the relevant internal team and, where a partner bank or gateway is involved, raise the matter with them in parallel. You receive status updates at each stage and a written outcome at closure. If a resolution requires a third-party timeline beyond our control, we will tell you what that timeline is.

If you remain dissatisfied after exhausting the levels above, you may approach the relevant regulator, ombudsman or consumer forum having jurisdiction over the matter, or the grievance officer of the underlying bank or payment service provider where the dispute concerns their service. We will cooperate with any such proceeding and provide the records required.

Written complaints may also be sent by post to our registered office.

• Rupeeco Fintech Private Limited
• Unit 929, 29A-31, Tower C, Alphathum, Sector 90, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India
• GSTIN: 09AAQCR1318B1ZI
• Phone: +91 90242 19239
• Email: director@rupeeco.in

Complaint records, correspondence and resolution outcomes are retained for the period required by applicable law and are available for regulatory or audit review. We review complaint themes periodically so that recurring issues are addressed at the product level rather than case by case.