Grievance Redressal & Dispute Resolution Policy

1. Purpose and commitment

This Policy provides a clear, accessible and fair process for complaints about the QwickPe website, Android app, account, Deal, payment, Wallet, earning, withdrawal, cancellation, return, refund, PRO Plan, referral, communication, privacy, security, content or accessibility. It does not require you to waive a statutory remedy and does not replace a Merchant, bank, issuer, Payment Partner or app-store complaint process where that party controls the issue.

2. Grievance Officer

3. How to submit

Use in-app Help/Support, the website contact form, email, phone/WhatsApp or post. For privacy/data deletion, you may also use the public deletion form. Emergency card or bank fraud should also be reported immediately to the issuer/bank and relevant official channel; do not wait for QwickPe.

4. Information to include

• name and registered mobile/email (or a safe contact route);
• Deal, Merchant order, payment, refund, withdrawal, receipt or prior complaint reference;
• date, amount, parties/role and concise chronology;
• what went wrong and the specific remedy requested;
• relevant screenshots, invoice, Merchant/provider status or redacted statement;
• accessibility/communication needs and urgency, if relevant.

Do not send passwords, OTPs, UPI/card PIN, CVV, complete card number or unrelated bank transactions. We may request a safer/redacted version.

5. Complaint reference and acknowledgement

We aim to acknowledge an identifiable grievance within 48 hours and provide or confirm a tracking reference. Automated acknowledgement confirms receipt, not acceptance or final resolution. If required information is missing, the response will identify what is needed; the substantive review timeline may reasonably depend on receiving it.

6. Classification and priority

7. Investigation

We review server timestamps, Deal and Wallet ledger, provider references, Merchant/order status, communications, device/session/security signals, evidence and applicable policy version. We may contact the other matched participant, Merchant or Payment Partner only with necessary information. Staff involved in the disputed action should not be the sole reviewer of a serious escalation where separation is reasonably possible.

8. Interim protection

During review we may lock connected earnings, pause payout, preserve logs, revoke sessions, stop a campaign, prevent deletion of disputed records or ask a Payment Partner to trace a transaction. Interim action is risk control, not a final finding. It should be limited to the affected amount/feature/account and reviewed when new evidence arrives.

9. Resolution timelines

• Acknowledgement: target within 48 hours.
• Simple QwickPe-controlled issue: target initial resolution or meaningful update within 7 working days.
• Consumer grievance: target redress within one month where the Consumer Protection (E-Commerce) Rules, 2020 apply.
• Privacy request: within the period required by applicable data-protection law; identity verification and open legal/transaction blockers may affect completion.
• External dependency: Merchant, bank, issuer, courier, card network, Payment Partner, law-enforcement or court timelines may extend a final outcome. We will provide material updates and will not call forwarding alone a resolution.

10. Possible outcomes

Outcomes include explanation/status correction, Deal cancellation, refund/retry trace, Wallet correction, release/continued hold, fee correction, quota/reward restoration, payout retry/rejection reversal, account/session protection, profile/data correction/deletion, content removal, accessibility workaround, apology, policy/process correction, suspension/appeal decision or referral to the responsible third party. A resolution identifies the basis, action, amount where relevant and escalation option.

11. Disputed facts and evidence

Evidence is weighed for authenticity, relevance, timestamp and consistency; no single screenshot is automatically conclusive. We may ask for original provider reference or redacted statement and may reject altered evidence. If users provide conflicting accounts, connected funds may remain held while independent Merchant/provider records are obtained. Deliberate false claims can lead to restriction, but a good-faith unsuccessful complaint is not abuse.

12. Appeals

If dissatisfied, reply within a reasonable time, quote the reference, identify the specific error/new evidence and request Grievance Officer review. A reviewer will reassess the record and communicate a reasoned response. Repeated identical submissions without new facts may be consolidated; this does not prevent escalation to an external forum.

13. External remedies

Depending on the issue, you may contact the Merchant, issuing/acquiring bank, Payment Partner, card network, Google Play, National Consumer Helpline, appropriate Consumer Commission, cybercrime authorities, Data Protection Board when its jurisdictional provisions apply, RBI complaint route for an RBI-regulated entity, CERT-In for reportable cyber matters, or a court/regulator with jurisdiction. QwickPe will not falsely present itself as the ombudsman for an independent regulated provider.

National Consumer Helpline: consumerhelpline.gov.in. Cybercrime reporting: cybercrime.gov.in and the official financial cyber-fraud helpline where applicable. Verify current official channels before sharing information.

14. Privacy and record retention

Complaint information is used to verify, investigate, communicate, prevent fraud, improve service and establish legal rights. Access is limited to staff/providers who need it. Records are retained for the open matter and applicable audit/limitation/legal period under the Privacy Policy. Public posts should not contain another person's data; QwickPe may move the discussion to a private verified channel.

15. Accessibility, language and non-retaliation

You may request a reasonable communication format or Hindi/plain-language assistance. We will not deny service or retaliate merely because you raised a good-faith complaint, withdrew optional consent or approached a lawful forum. Account restrictions may still apply for independently established fraud, abuse, safety or legal reasons.

16. Policy governance

QwickPe should periodically analyse complaint categories, ageing, repeat causes, provider delays, reversals and accessibility issues; assign corrective owners; and review this Policy after material product/legal changes. Complaint metrics should be aggregated and privacy-limited. Material changes apply prospectively and do not close an existing complaint without resolution.