Grievance Redressal & Support Policy

At Sanjana Digital Service, we are committed to providing a secure, transparent, and customer-centric support experience. This Grievance Redressal Policy defines the procedure for raising complaints, response timelines, escalation levels, and resolution mechanisms.

Our objective is to ensure:

• Fair and timely resolution of customer concerns
• Accountability and transparency in support handling
• Compliance with applicable fintech and digital-service guidelines

1. Scope of Complaints Covered

This policy applies to complaints related to:

• Transaction failures, delays, or discrepancies
• Wallet, recharge, or bill payment-related issues
• Unauthorized or suspicious account activity
• Refund or service-charge disputes
• Platform access, account, login, or service problems
• Service behavior, communication, or support concerns

Complaints related to third-party networks, banks, or partner platforms will be resolved on a best-effort basis in coordination with respective partners.

2. How to Raise a Complaint

Customers can contact our support team using the following channel:

Email (Primary Support and Grievance Contact): sanjanadigitalservice@gmail.com

While raising a complaint, please share:

• Registered name and mobile number
• Transaction ID / reference number (if applicable)
• Date and time of issue
• Screenshot(s), if available
• Complete description of the concern

This helps us investigate and resolve your issue faster.

3. Complaint Acknowledgement & Response Timelines

Upon receiving a complaint:

• Acknowledgement Email: within 24 hours
• Initial Review / Investigation: within 48-72 working hours
• Resolution Timeline (Standard cases): within 3-7 working days
• Complex / Partner-dependent cases: may take 7-15 working days

If additional time is required, the customer will be informed with an update on status and expected resolution timeline.

4. Escalation Matrix

If the customer is not satisfied with the response or resolution, the matter may be escalated as follows:

Level 1 - Support Team

Handled through primary email support: sanjanadigitalservice@gmail.com

Level 2 - Grievance Officer (Escalation)

If unresolved after 7 working days from Level-1 response, the complaint may be escalated to the Grievance Officer by mentioning "Escalation - Grievance" in the subject line.

Email: sanjanadigitalservice@gmail.com

Grievance review typically within 7-10 working days.

Level 3 - External / Legal Recourse

If still unresolved, customers may seek remedy through appropriate legal or regulatory channels as per applicable laws.

5. Fraud, Security & Unauthorized Transactions

In case of suspected fraud, phishing, or unauthorized transaction:

• Report immediately via email
• We may temporarily block or restrict the account for safety
• Investigation will be conducted with relevant partners or networks

Sanjana Digital Service will not be responsible for losses arising due to:

• Sharing OTP, password, or credentials by the user
• Device compromise or third-party negligence

However, we will provide full support during investigation.

6. Resolution Principles

All grievances will be handled based on the following principles:

• Fair and unbiased treatment
• Confidentiality of user information
• Proper documentation of complaint history
• Compliance with laws, partner rules, and audit requirements

7. Record Keeping & Monitoring

All complaints and resolutions are logged and reviewed periodically to:

• Improve service quality
• Identify recurring issues
• Strengthen platform reliability and security

8. Policy Review & Updates

Sanjana Digital Service reserves the right to modify, amend, or update this policy at any time, based on:

• Regulatory guidelines
• Business process updates
• Technology or service changes

Continued use of our platform implies acceptance of the updated policy.

9. Contact for Support & Assistance

For complaints, queries, or support:

Email: sanjanadigitalservice@gmail.com

We appreciate your trust in Sanjana Digital Service and remain committed to delivering a secure and reliable fintech experience.