Adhishwar Nivesh Private Limited: CUSTOMER GRIEVANCE AND DISPUTE POLICY

1.   Definition and Interpretation

“Customer” or “User” shall mean an Eligible individual who has registered with Adhishwar for availing the Services and who has accepted the Adhishwar T&C’s

“Adhishwar” or “the Company” shall mean Adhishwar limited, a company registered under the Companies Act, and having its registered office at —

“Complainant” shall mean the Customer who has a Grievance.

“Grievance” shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by, or about the standard of Service of the Company and/or its representative, in relation to use of Adhishwar wallet.

“Adhishwar Wallet” shall mean a semi-closed system payment instrument issued by Adhishwar, which can be used by the Customers to purchase goods and services of Merchants, or to avail of certain financial services including domestic fund transfer in accordance with RBI Regulations and Adhishwar T&Cs;

“RBI” means Reserve Bank of India;

“Redressal” shall mean the final disposal of the Grievance of the Complainant by the Company.

“Working Day” shall mean any day (other than Saturday, Sunday & Public Holiday) on which the Company’s Corporate Office is open for business.

“Merchant” shall mean and include physical merchants, remote merchants, electronic commerce merchants, mobile commerce merchants and/or any other merchants (including financial services) with whom Adhishwar has entered into a specific arrangement to accept payment by the User using his Adhishwar Wallet for the goods or services being sold by such merchants. The name of such merchant may be listed out on the Official Website of Adhishwar;

2.   About

Adhishwar limited (“Adhishwar”) is an authorized payment and settlement system under the Payment and Settlement Systems Act, 2007. We issue Adhishwar Wallet to the Customer on which the Customer can load, pay and transfer funds in Indian currency within India to make purchases of goods and services including financial services. Adhishwar also provides facility to load the Adhishwar Wallet by cash through Adhishwar’s agents / distributors (i.e. physical point of sales or Merchants). All services being provided include any future addition, modification or deletion, are collectively referred to as the ‘Services’.

Principles Governing Company’s policy

The very ethos of Adhishwar is customer delight, which is to say that even the redressal of a grievance needs to be a pleasant one. The guiding principles of the redressal policy followed by Adhishwar are:

Swift, Just, Fair, Transparent, Pleasant

3.   Ways To Register Complaints

Complainant may register their complaint/s if they are not satisfied with the service/s or finds attitudinal deficiencies when dealing with agents/ staff of Adhishwar or finds system errors or sees gaps between standards of Service promised and actual Service rendered by Adhishwar.

A Complainant may lodge a complaint by:

1. Calling Adhishwar’s customer care center at: 8093288928
2. Sending email to: support@adhishwar.com
3. By visiting Adhishwar’s website: https://adhishwar.com/

4.   Process to handle Customer Grievances

To ensure the confidentiality, integrity, and security of payment data, AdhishwarPay enforces multi-layered encryption, tokenization, and stringent access controls. All transaction data is encrypted using AES-256 encryption standards, ensuring that sensitive information remains unreadable to unauthorized entities. Tokenization replaces actual cardholder details with randomly generated tokens, preventing data exposure even if breaches occur.

Level I: Customer Support Level

Level II: Customers Grievance Redressal Officer

Level III:   Nodal Officer

Customer Care

Adhishwar offers Customer Care helpline (operating between 09:00 AM to 06:00 PM everyday, except Public Holidays) for effective resolution for operational issues and all the grievances referred to it.

Function and Authority

Customer Care is responsible for the resolution of queries of Complainant. The Officer-in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the Complainant’s satisfaction.

Complainants who are not satisfied with the resolution of their queries by the Customer Care may contact our Grievance Redressal Officer.

5.   Escalations Matrix

In case of any problem please follow the below escalation matrix

Level 1	Write to us at support@adhishwar.com or Call us on 8093288928
Level 2	Email Grievance Officer at: report@adhishwar.com
Level3	Email Nodal Officer at: nodal.office@adhishwar.com

6.   Estimated time taken to address your queries, concerns, complaints

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. The estimated timelines at various levels of queries/escalations are:

• First response to a Complainant’s query / concern 24 hrs
• Follow-up queries 48 hrs
• Customer grievances 7 days
• NEFT to Complainant’s bank account 7 days

 

7.   Schedule ‘A’- APPLICATION TO Adhishwar BY COMPLAINANT FOR REDRESSAL OF GRIEVANCE

(All fields are mandatory)

Date

To,

Customer Grievance Redressal Officers Adhishwar Limited

1. Name:
2. Full Address:
3. Mobile Number:
4. Details of the Grievance,

(If space is not sufficient, please enclose separate sheet)

5. Date Of Original Intimation of Grievance By the Complainant to Customer Care
6. Remedy Provided By Customer Care, If Any

(If remedy has been provided, please enclose relevant communication from the Customer Care Centre)

7. List Of Documents Enclosed

(Please enclose copies of any relevant documents which support the facts giving rise to the Grievance)

8. Declaration
   1. I, the Customer herein declare that:
      1. the information furnished hereinabove is true and correct; and
      2. I have not concealed or misrepresented any fact stated hereinabove and the documents submitted
   2. The subject matter of the present Grievance has never been submitted to Adhishwar by me or by any of the parties concerned with the subject matter to the best of my knowledge.
   3. The subject matter of my Grievance has not been settled by Adhishwar / Customer Support in any previous
   4. The subject matter of my Grievance has not been decided by any competent authority / court / arbitrator and is not pending before any such authority / court / arbitrator.

Yours faithfully

 

(Signature) (Customer’s name)