GRIEVANCE REDRESSAL POLICY

GRIEVANCE REDRESSAL POLICY

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Payment and Settlement Systems Act, 2007
• Consumer Protection Act, 2019
• RBI Guidelines on Grievance Redressal for Digital Payment Transactions
• All other applicable laws, regulations, and regulatory directions in force in India

• Failed, delayed, or disputed financial transactions on the Platform.
• Unauthorized or fraudulent transactions reported by the User.
• Refund delays or rejections.
• Account suspension, restriction, or closure.
• KYC-related issues and documentation disputes.
• Service quality complaints including poor customer support experience.
• Privacy and data protection concerns related to Platform usage.
• Disputes relating to commissions, charges, or fees levied by Cashmo.
• Complaints regarding conduct of Cashmo's employees, agents, or representatives.
• Any other matter directly related to the use of Cashmo's Platform and services.

• Grievances that are sub judice — pending before any court, tribunal, or legal authority.
• Matters that have already been adjudicated and resolved by a competent court or authority.
• Complaints attributable solely to third-party service providers, banks, telecom operators, or payment networks that are entirely beyond Cashmo's operational control.
• Grievances submitted by individuals who are not registered Users of the Cashmo Platform.

• Accessibility: Every User must be able to raise a grievance easily and conveniently through multiple available channels without any barriers.
• Acknowledgement: Users shall be kept informed of the status and outcome of their grievance at every stage of the resolution process.
• Transparency: Multiple channels shall be provided for Users to submit grievances easily and conveniently.
• Fairness: Grievances shall be resolved within the prescribed Turnaround Times (TAT) as set out in this Policy.
• Accountability: Cashmo shall maintain complete records of all grievances, investigations, and resolutions for regulatory review and internal audit purposes.
• Confidentiality: All grievance-related information shared by the User shall be treated with strict confidentiality and used solely for the purpose of resolving the grievance.
• Non-Retaliation: No User shall face any adverse action, account restriction, or discrimination solely for having raised a genuine grievance in good faith.

• Full name and registered mobile number.
• User ID or Account ID on the Platform.
• Nature and detailed description of the grievance.
• Transaction ID or Reference Number (where applicable).
• Date, time, and amount of the transaction in dispute (where applicable).
• Supporting documents such as screenshots, bank statements, payment receipts, or error messages (where available).

• Cashmo shall acknowledge receipt of every grievance within 24 working hours of submission.
• The acknowledgement shall include a unique Grievance Reference Number (GRN) which the User must retain for all future correspondence relating to the grievance.
• Acknowledgement may be sent via email, SMS, or in-app notification to the User's registered contact details.

• Review the User's submission and all supporting documents provided.
• Verify transaction records and system logs relevant to the grievance.
• Coordinate with relevant internal departments for technical or financial verification.
• Liaise with third-party service providers where the grievance involves an external service delivery failure.

• Cashmo shall communicate the resolution in writing to the User through the registered email address or mobile number.
• If a grievance cannot be resolved within the prescribed TAT due to ongoing third-party verification or investigation, Cashmo shall inform the User of the delay and provide a revised expected resolution date.
• In no circumstance shall the Tier 1 resolution period extend beyond 15 working days from the date of receipt of the grievance.

• The User is not satisfied with the resolution provided at Tier 1.
• The grievance remains unresolved beyond the prescribed Tier 1 TAT.
• The User has not received any response from the Customer Support Team within the Tier 1 TAT.

• Escalation to Tier 2 must be submitted within 15 days of:
  • Receipt of the Tier 1 resolution, or
  • Expiry of the Tier 1 TAT without resolution — whichever is earlier.
• Escalations submitted beyond this period shall not be entertained unless the User demonstrates exceptional circumstances preventing timely escalation.

• The original Grievance Reference Number (GRN).
• Summary of the original grievance and the Tier 1 resolution received.
• Specific reasons for dissatisfaction with the Tier 1 resolution.
• The specific relief or resolution being sought.
• All supporting documents previously submitted at Tier 1 must be reattached.

• Review of the Tier 1 investigation process and resolution.
• Independent verification of all transaction records, system logs, and communications.
• Consultation with relevant internal departments including finance, technology, and compliance.
• Liaison with third-party service providers where required for verification.
• Assessment of all facts, evidence, and applicable Cashmo policies.

• The Grievance Officer shall acknowledge the escalation within 24 working hours of receipt.
• The Grievance Officer shall communicate the final resolution within 30 working days of receipt of the escalation.
• In complex cases requiring third-party verification, the Grievance Officer may extend the resolution period by an additional 15 working days with prior written intimation to the User.
• The resolution communicated by the Grievance Officer shall constitute Cashmo's final resolution at Tier 2.

• The User is not satisfied with the resolution provided by the Grievance Officer at Tier 2.
• The Tier 2 grievance remains unresolved beyond the prescribed TAT.
• The matter involves:
  • A compliance or regulatory concern of significant nature.
  • A high-value transaction dispute.
  • A systemic or procedural irregularity in the resolution process.
  • A matter involving the conduct of Cashmo's senior personnel.

• Escalation to the Nodal Officer must be submitted within 15 days of:
  • Receipt of the Grievance Officer's Tier 2 resolution, or
  • Expiry of the Tier 2 TAT without resolution — whichever is earlier.

• The original Grievance Reference Number (GRN).
• Summary of the grievance and resolutions received at Tier 1 and Tier 2.
• Specific reasons for dissatisfaction with the Tier 2 resolution.
• The specific relief or resolution being sought.
• All supporting documents from previous tiers must be reattached.

• Complete review of all proceedings at Tier 1 and Tier 2.
• Independent examination of all transaction records, system evidence, and communications.
• Assessment of procedural compliance at Tier 1 and Tier 2.
• Consultation with Cashmo's legal and compliance team where required.
• Final determination based on all available facts, evidence, and applicable law.

• The Nodal Officer shall acknowledge the escalation within 24 working hours of receipt.
• The Nodal Officer shall communicate a final resolution within 30 working days of receipt.
• The Nodal Officer's decision shall constitute the final and binding internal resolution of the grievance.

• The Nodal Officer's decision at Tier 3 shall constitute the final and binding internal resolution of any grievance raised on the Cashmo Platform.
• Cashmo is committed to resolving all grievances fairly and completely within this three-tier internal framework.
• If a grievance remains unresolved after completion of all three internal tiers, the User retains the right to seek resolution through any legally available remedy under applicable Indian law.
• Cashmo shall fully cooperate with any lawful authority, legal process, or proceedings that arise from an unresolved grievance.
• Any dispute arising from or in connection with this Policy, if not resolved internally, shall be subject to the jurisdiction of the courts at Biswan, Sitapur, Uttar Pradesh, India.

• Users may track the status of their grievance at any time using the unique Grievance Reference Number (GRN) issued upon submission.
• Status tracking is available through the following channels:

  Channel	Details
  In-App Tracking	Cashmo App → Help & Support → Track My Complaint
  Email	support@cashmo.in (quote GRN in subject line)
  Tier 2 Tracking	grievance@cashmo.in (quote GRN in subject line)
  Tier 3 Tracking	nodal@cashmo.in (quote GRN in subject line)

• Cashmo shall proactively update the User via email or SMS on all material developments in the investigation and resolution process.
• Status updates shall be provided at minimum at the following stages:
  • Upon receipt and acknowledgement of the grievance.
  • Upon commencement of investigation.
  • Upon any material development or request for additional information.
  • Upon final resolution.

• A User may withdraw a grievance at any stage of the resolution process by submitting a written withdrawal request quoting the GRN to the relevant tier contact email.
• The withdrawal request must clearly state:
  • The GRN of the grievance being withdrawn.
  • The User's full name and registered mobile number.
  • Confirmation of voluntary withdrawal.
• Upon receipt of a valid withdrawal request, Cashmo shall close the grievance and issue a written closure confirmation to the User.
• A withdrawn grievance shall not be re-opened unless the User raises a fresh grievance on a distinct and separate ground.
• Withdrawal of a grievance shall not preclude the User from raising a new grievance on a separate and unrelated matter.

• Submit grievances in good faith with accurate, complete, and truthful information.
• Provide all documents and information requested by Cashmo within 5 working days of any such request.
• Cooperate fully and promptly with Cashmo's investigation process at all tiers.
• Refrain from submitting duplicate grievances on the same matter while a resolution is pending.
• Refrain from submitting vexatious, frivolous, or malicious grievances intended to misuse the grievance mechanism.
• Maintain professional, respectful, and constructive communication with Cashmo's support, grievance, and nodal teams at all times.
• Retain and provide original transaction records, bank statements, and other relevant documentation to support the grievance.
• Promptly inform Cashmo of any change in contact details during the pendency of a grievance to ensure uninterrupted communication.

• To acknowledge every grievance received within the prescribed timelines without exception.
• To assign a unique GRN to every grievance for transparent tracking.
• To investigate every grievance objectively, impartially, and thoroughly.
• To communicate resolution decisions clearly, completely, and in writing.
• To adhere strictly to the Turnaround Times prescribed under this Policy.
• To escalate grievances internally to the appropriate tier without requiring the User to repeat the full background at every stage.
• To treat all grievance-related information with strict confidentiality.
• To ensure that no User faces any form of retaliation or adverse action for raising a genuine grievance.
• To continuously improve the grievance redressal process based on feedback, patterns, and internal audits.

• Cashmo shall maintain complete and accurate records of all grievances received, investigated, and resolved for a minimum period of 5 years from the date of closure of each grievance.
• Records maintained shall include:
  • Original grievance submission and all supporting documents.
  • Acknowledgement issued and GRN assigned.
  • All communications exchanged with the User at every tier.
  • Investigation notes, findings, and internal assessments.
  • Final resolution communicated at each tier.
  • Withdrawal records where applicable.
• All grievance records shall be stored securely and made available to authorized regulatory authorities upon lawful request.
• Users may request a copy of their grievance history by writing to support@cashmo.in quoting their User ID and GRN.

• Cashmo shall conduct quarterly internal reviews of its grievance redressal mechanism to:
  • Identify systemic issues, recurring grievance patterns, and root causes.
  • Assess compliance with prescribed TATs at all three tiers.
  • Identify gaps in service delivery that generate avoidable grievances.
  • Evaluate the performance of the Customer Support Team, Grievance Officer, and Nodal Officer.
• Findings from quarterly reviews shall be used to:
  • Improve Platform functionality and overall service quality.
  • Update and strengthen internal processes, controls, and systems.
  • Enhance training programs for customer support and grievance personnel.
  • Revise this Policy where necessary to reflect improved practices.
• The Nodal Officer shall present a consolidated grievance analysis report to Cashmo's senior management once every quarter.
• Cashmo shall publish a summary of grievance statistics on the Platform periodically as required by applicable law and regulatory direction.

• All information shared by the User in connection with a grievance shall be treated as strictly confidential by Cashmo.
• Grievance-related information shall be accessed only by authorized personnel directly involved in the investigation and resolution of the grievance.
• Cashmo shall not disclose grievance-related information to any third party except:
  • Where required for investigation and resolution of the grievance.
  • Where disclosure is required by applicable law or a lawful regulatory direction.
  • Where the User has provided prior written consent for such disclosure.
• Confidentiality obligations shall survive the closure of the grievance and the termination of the User's account.

• Cashmo reserves the right to amend, update, or revise this Grievance Redressal Policy at any time to reflect changes in applicable law, regulatory requirements, or business practices.
• Material changes to this Policy shall be communicated to registered Users via email or SMS at least 7 days prior to the effective date of the change.
• The updated Policy shall be published on the Platform with a revised effective date and version number.
• Continued use of the Cashmo Platform following the effective date of any amendment shall constitute the User's acceptance of the revised Policy.

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Payment and Settlement Systems Act, 2007
• Consumer Protection Act, 2019
• Indian Contract Act, 1872

• You have read and fully understood this Grievance Redressal Policy.
• You agree to follow the three-tier internal grievance resolution process before seeking any external remedy.
• You undertake to submit grievances in good faith with accurate and complete information.
• You acknowledge that fabricated or malicious grievances may result in account action and legal proceedings.
• You understand that the Nodal Officer's decision at Tier 3 constitutes the final internal resolution of any grievance.