Escalation & Grievance

If your refund request has not been resolved to your satisfaction through our standard support channels, you can escalate the matter through our multi-tier grievance redressal mechanism.

Your first point of contact for any refund-related issues.

• Raise a complaint through the SkyPay app → Help → Contact Us
• Call our toll-free number: 1800-XXX-XXXX (24/7)
• Email: support@skypay.in
• Response time: Within 24 hours
• Resolution target: 3–5 working days

If your issue is not resolved at Level 1, or you are unsatisfied with the resolution, escalate to our Nodal Officer.

• Email: nodal.officer@skypay.in
• Subject line must include your complaint reference number
• Response time: Within 48 hours
• Resolution target: 7 working days
• Escalation available after 5 working days from Level 1 complaint

For issues unresolved at Level 2, you can approach our designated Grievance Officer as required under the IT Act 2000.

• Name: [Grievance Officer Name]
• Email: grievance@skypay.in
• Phone: +91-80-XXXX-XXXX
• Address: SkyPay Payments Pvt. Ltd., Bengaluru, Karnataka, India
• Response time: Within 24 hours (acknowledgement)
• Resolution target: 15 working days

If your grievance is still not resolved after exhausting all internal escalation levels, you may approach the following regulatory authorities:

SkyPay is committed to transparent and fair grievance resolution. We pledge:

• Every complaint acknowledged within 24 hours
• Dedicated complaint reference number for every issue
• Regular status updates via SMS, email, and in-app notifications
• Fair and unbiased investigation of all disputes
• Compliance with RBI's Customer Protection guidelines
• Continuous improvement of our dispute resolution mechanisms