Grievance Redressal Policy

For: www.emdpay.in and EMDPay Mobile Application (owned by RIGARO EWORKS LLP)

Effective Date: 1st April 2025

Entity: RIGARO EWORKS LLP (“Company”, “We”, “Us”, “Our”)

Platform: www.emdpay.in & EMDPay Mobile Application

1. Purpose & Objective

This Policy is adopted to comply with RBI guidelines, the Information Technology Act, 2000, and other applicable laws. The objective is to ensure:

Prompt and efficient handling of grievances;
Transparency in complaint resolution;
A clear escalation mechanism;
That the Company is not held liable beyond its role as a technology facilitator.

2. Scope of Policy

Applies to all Users of EMDPay making payments towards:

Education Fees
Rent, Lease & Housing Maintenance

Exclusion: Disputes directly between Users and Beneficiaries (schools, landlords, service providers).

3. Principles of Grievance Redressal

Transparency – Users are informed of process & timelines.
Fairness – Non-biased handling of complaints.
Accountability – Designated officer oversees grievances.
Limited Liability – Company not responsible for third-party delays/losses.

4. Modes of Raising a Complaint

Email: support@emdpay.in
Written Communication to registered office

5. Information Required

Full Name
Registered Mobile Number & Email ID
Transaction ID / Reference Number
Date & Amount of Transaction
Nature of Complaint
Supporting Documents

6. Grievance Redressal Process & Timelines

Acknowledgement: within 48 working hours
Resolution: within 7 working days
Extended Cases: may take up to 21+ working days if external parties involved
Updates: via email or call

7. Escalation Matrix

Level 1 – Customer Support (support@emdpay.in, response in 7 days)

Level 2 – Grievance Officer (disputes@emdpay.in, response in 15 days)

Level 3 – Nodal Officer (nodal@emdpay.in, response in 30 days)

8. External Escalation – RBI Ombudsman

If unsatisfied after Company’s resolution, Users may approach the RBI Ombudsman under the Integrated Ombudsman Scheme, 2021.

Only after lodging complaint with Company
No satisfactory resolution within 30 days

9. Exclusions & Limitations

Disputes between User and Beneficiaries
Incorrect details entered by User
Non-cooperation by Beneficiaries
User negligence (OTP/UPI PIN sharing, device compromise)

10. Limitation of Liability

The Company is not liable for indirect, incidental, or consequential damages. Maximum liability (if directly responsible) is limited to the transaction fee charged.

11. Governing Law & Jurisdiction

This Policy is governed by the laws of India. All disputes subject to courts in New Delhi, India.