Introduction

neoelectron, a company incorporated under the Companies Act 2013, having its registered office at Company Address . neoelectron (hereinafter referred to as “neoelectron”) is a payment gateway that helps businesses collect and disburse payments.

neoelectron values all its Customers, and endeavours to provide a sincere and transparent approach with all our Customers. For the convenience of our Customers and to offer optimum support, neoelectron  has set up a grievance redressal mechanism and implemented this Grievance Policy. This Grievance Policy outlines a structured mechanism for grievance redressal and the various channels available. This policy aims at minimizing Customer grievances and grievances through proper channelized approach, review mechanism and prompt redressal of all Customer grievances.

A Customer can lodge his/her grievance – through website & email. If a grievance received by any of the above channel are not resolved within the prescribed time frame or he/she is not satisfied with the resolution offered, he/she can approach Nodal officer appointed by neoelectron.

For the purpose of this Grievance Policy, (i) an end-customer who will be purchasing of goods /services from the merchants by making payment via different payment instrument is defined as a (“Customer”); (ii) a merchant (“Merchant”) shall be a user of neoelectron Services for accepting various payment instruments from the Customers for completion of their payment obligation.

Grievance Redressal

neoelectron has formulated an escalation matrix to assure that the Customer grievances are routed and addressed in a proper and reasonable manner. The Customer is requested to read and understand the below escalation matrix to ensure a timely redressal of their grievances.

Level 1 –

The Customer can visit neoelectron Support Page- Support and refer to specific query/issue related to their grievance. The Customer can fill up forms available for specific issue to report their grievance. neoelectron shall respond to the grievance filed by the Customer within 4-5 working days.
If the Customer is not satisfied with the response provided, the Customer can go for next level of escalations.

Level 2 –

In case the Customer wishes to further escalate the grievance, the Customer can get the grievances registered by e-mailing: support@neoelectron.com

neoelectron shall attempt to respond within 4-5 working days from the date of the on which grievance was filed. The Customer may request for update on grievance in case if any grievance requires more than the specified time period and the Customer shall be kept updated on the status of the grievance.

If the Customer is not satisfied with the response provided, the Customer can go for next level of escalations.

Level 3 –

In case the Customer still has any grievance, the Customer shall escalate such grievance to the Nodal Officer.

Legal OFFICER:

neoelectron

ADDRESS:

E-MAIL: legal@neoelectron.com

GRIEVANCE OFFICER:

neoelectron

ADDRESS:

E-MAIL: grievances@neoelectron.com

Phone No: +91-