FINZOOPAY SOLUTIONS LLP

1. PURPOSE

This Policy establishes a structured and fair process for receiving, recording, investigating and resolving customer grievances, payment disputes, chargebacks, refund concerns and reports of unauthorised transactions handled by or involving FINZOOPAY SOLUTIONS LLP.

2. OBJECTIVES

• Provide accessible channels for customer complaints and disputes.
• Record and acknowledge complaints appropriately.
• Investigate issues using available transaction and supporting information.
• Coordinate chargebacks, reversals and refunds with relevant partners.
• Protect customers against unauthorised transactions and fraud.
• Identify recurring issues and improve controls.

3. SCOPE

This Policy applies to customers, merchants, users and other relevant parties raising complaints concerning transactions, vouchers, payments, refunds, account access, service quality, chargebacks or suspected unauthorised activity.

4. GRIEVANCE CHANNELS

The Company shall maintain designated customer-support or grievance channels appropriate to its business model. Contact details and escalation routes may be published on applicable customer-facing channels.

5. COMPLAINT REGISTRATION

Complaints shall be recorded with available information such as customer details, date/time, transaction reference, amount, issue description, supporting documents and communication history.

6. ACKNOWLEDGEMENT

Complaints shall be acknowledged through appropriate channels where contact information is available. Applicable response timelines shall be followed based on the nature of the complaint and relevant contractual or legal requirements.

7. VERIFICATION

Before discussing sensitive transaction or account information, the Company may perform reasonable customer or account verification to prevent unauthorised disclosure.

8. DISPUTE CLASSIFICATION

• Transaction dispute
• Unauthorised transaction
• Refund / cancellation dispute
• Voucher / gift-card dispute
• Duplicate or incorrect transaction
• Failed or incomplete transaction
• Service or operational complaint
• Chargeback-related dispute
• Fraud-related complaint

9. INVESTIGATION

Investigations may include review of transaction records, payment references, account information, authentication records, voucher records, customer communications, refund records and relevant partner information.

10. UNAUTHORISED TRANSACTIONS

Reports of unauthorised transactions shall be treated as potentially security-sensitive and escalated promptly for review. The Company may apply appropriate account or transaction restrictions while investigating, subject to applicable requirements.

11. FRAUD COORDINATION

Suspected fraud shall be handled in coordination with the Fraud Prevention & Transaction Monitoring and Cyber Incident Response policies. Evidence shall be preserved where appropriate.

12. CHARGEBACK MANAGEMENT

Where chargeback processes apply, the Company shall coordinate with the relevant bank, payment gateway, processor, card network or other authorised partner according to applicable rules and contractual procedures.

13. CHARGEBACK REPRESENTMENT / RESPONSE

Where appropriate, the Company may provide transaction evidence and supporting documentation to challenge or respond to a chargeback, subject to applicable partner rules and evidence requirements.

14. REFUND & REVERSAL

Refunds and reversals shall be processed according to the applicable product terms, transaction status, partner rules, customer eligibility and applicable requirements. Duplicate or fraudulent refund claims may be restricted.

15. TRANSACTION RECONCILIATION

Disputed transactions shall be reconciled against payment, settlement, refund and voucher records where applicable to determine the actual transaction status.

16. CUSTOMER COMMUNICATION

Customers shall receive appropriate updates regarding the status of their complaint or dispute, subject to investigation confidentiality and applicable requirements.

17. ESCALATION

Complaints that remain unresolved, involve significant financial impact, suspected fraud, data compromise, legal issues or material customer impact shall be escalated to appropriate management, risk, compliance or legal personnel.

18. SPECIAL CASES

Complaints involving law-enforcement requests, court orders, cybercrime reports, regulatory communications or material security incidents shall be coordinated with the relevant authorised functions.

19. RECORD KEEPING

Complaint, dispute, chargeback and unauthorised-transaction records shall be maintained with relevant evidence, actions, communications, outcomes and closure information according to applicable retention requirements.

20. CUSTOMER DATA PROTECTION

Customer complaint and dispute information shall be handled in accordance with the Company's Data Protection, Privacy, Retention & Record-Keeping Policy.

21. SERVICE STANDARDS

The Company shall establish internal service standards for acknowledgement, investigation, escalation and closure appropriate to complaint type, operational capability, contractual requirements and applicable law.

22. ROOT-CAUSE ANALYSIS

Recurring or material complaints shall be analysed to identify product, process, technology, vendor, fraud or communication issues and appropriate corrective action.

23. MANAGEMENT REPORTING

• Complaint volumes and categories
• Open and closed disputes
• Chargeback volumes and outcomes
• Unauthorised transaction reports
• Refund and reversal trends
• Average resolution performance
• Recurring root causes
• Material escalations and corrective actions

24. NO RETALIATION

Customers shall not be unfairly penalised merely for raising a genuine complaint or dispute. Fraudulent, abusive or knowingly false claims may be handled under applicable risk and fraud controls.

25. THIRD-PARTY COORDINATION

Where a complaint concerns a bank, gateway, processor, merchant or other partner, the Company shall coordinate with the relevant party and track the matter to appropriate resolution.

26. RESPONSIBILITY MATRIX

27. POLICY EXCEPTIONS

Exceptions shall be documented, risk-assessed and approved by authorised management. Mandatory legal, regulatory and partner requirements shall continue to apply.

28. REVIEW & AMENDMENT

This Policy shall be reviewed at least annually and after material changes in products, payment arrangements, customer processes, dispute patterns or applicable requirements.

29. APPROVAL