Grievance Redressal Policy

1 Purpose & Scope

MUFAD is committed to resolving user grievances in a fair, transparent, and timely manner. This Grievance Redressal Policy is established in compliance with:

• Information Technology Act, 2000 and IT (Intermediary Guidelines) Rules, 2021
• Consumer Protection Act, 2019
• Reserve Bank of India (RBI) guidelines for digital payment platforms
• Payment and Settlement Systems Act, 2007

2 Designated Grievance Officer

As required by the IT (Intermediary Guidelines) Rules, 2021, we have designated a Grievance Officer to address user complaints:

3 Types of Grievances Handled

• Payment & Transaction Disputes: Failed payments, incorrect deductions, refund delays
• Account Issues: Unauthorized access, account suspension, login problems
• Earnings & Withdrawals: Missing wallet credits, delayed withdrawals, payout disputes
• KYC & Verification: Rejection of valid documents, delays in verification
• Service Quality: Poor service delivery, incomplete work, disputes with service providers
• Privacy Violations: Unauthorized use of personal data, data breach concerns
• Content & Policy Issues: Objectionable content, policy enforcement disputes
• Referral Disputes: Referral not credited, commission calculation errors

4 How to File a Grievance

Step 1 — First Line Support (Recommended):
Use the Help & Support section in your Dashboard to raise an issue. Most queries are resolved here within 24–48 hours.

Step 2 — Email Grievance:
If the issue is not resolved through support, email the Grievance Officer at legal@mufad.in with:

• Subject: "Grievance — [Your Registered Email/Mobile] — [Brief Issue Title]"
• Your full name, registered email ID, and mobile number
• Transaction ID / Order ID (if applicable)
• Detailed description of the issue with date and amount (if applicable)
• Supporting evidence: screenshots, transaction receipts, communication records

5 Grievance Resolution Process

6 Resolution Timelines

We are committed to the following timelines under the Consumer Protection Act and IT Rules:

• Acknowledgement: Within 24 hours of receiving the grievance
• Payment/Transaction disputes: Resolution within 7–14 business days
• Account-related issues: Resolution within 5–7 business days
• Privacy violations: Acknowledged within 24 hours; resolved within 72 hours
• General grievances: Resolution within 30 days (as mandated by law)
• Complex disputes requiring third-party verification: Up to 45 days with prior intimation

7 Escalation Mechanism

If you are not satisfied with the resolution provided by MUFAD, you may escalate through the following channels:

• Internal Re-escalation: Reply to the resolution email requesting review — your case will be re-examined by senior management
• Consumer Forum: File a complaint with the National Consumer Disputes Redressal Commission (NCDRC) at consumerhelpline.gov.in
• Payment Disputes: Contact your bank or payment gateway's dispute resolution centre
• RBI Ombudsman: For payment-related unresolved issues at cms.rbi.org.in
• Cyber Crime: For suspected fraud or cybercrime at cybercrime.gov.in

8 Governing Law & Jurisdiction

This Grievance Redressal Policy is governed by the laws of India. All disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of competent courts in India.

We remain committed to resolving all disputes amicably and in good faith before litigation.