Support & Grievance

Neobyt Fintech Private Limited ("Neobyt", "Company", "we", "our", or "us") is committed to providing responsive operational support and maintaining a fair grievance handling framework for users of its platforms and services.

This Support & Grievance Policy ("Policy") outlines the support channels, grievance escalation mechanisms, and operational response practices applicable to customers, merchants, agents, distributors, API users, business partners, and other users accessing or using the Services ("Users").

1. Purpose

This Policy is intended to:

• provide accessible support channels for Users;
• establish a transparent grievance handling mechanism;
• support timely review of complaints and operational concerns;
• maintain responsible communication and accountability standards;
• support operational governance across the Neobyt ecosystem.

2. Support Channels

Users may contact Neobyt through the following official channels for account-related concerns, transaction issues, refund or settlement queries, onboarding assistance, technical support, operational grievances, security concerns, or general support requests.

General Support
Website: neobyt.com
Email: [email protected]

Security & Fraud Reporting
Email: [email protected]

Billing & Commercial Queries
Email: [email protected]

3. Grievance Redressal

If a User is not satisfied with an initial support response or requires escalation of an operational concern, the matter may be escalated through the grievance handling process.

Grievances may relate to:

• transaction disputes;
• refund delays;
• account access issues;
• merchant operational concerns;
• privacy-related concerns;
• platform misuse;
• service quality concerns;
• or other operational matters.

4. Grievance Officer

Users may contact the designated Grievance Officer at:

Grievance Officer
Neobyt Fintech Private Limited
Email: [email protected]

The Grievance Officer shall make reasonable efforts to acknowledge submitted grievances, review operational concerns, coordinate internal review processes where necessary, and provide updates or responses within reasonable operational timelines.

5. Response Timelines

Neobyt seeks to follow reasonable operational response practices including acknowledgement of support or grievance requests within a reasonable operational timeframe, review of complaints based on complexity and operational dependencies, and communication of resolution or status updates where operationally practicable.

Certain matters may require additional review time where banking or partner reconciliation is pending, third-party systems or infrastructure are involved, security or fraud review is necessary, or additional verification or information is required.

Response timelines may therefore vary depending on service category, transaction type, operational dependencies, external ecosystem involvement, and applicable verification requirements.

6. User Responsibilities

Users are encouraged to:

• provide accurate and complete information while raising requests;
• include transaction references or supporting details where applicable;
• cooperate with reasonable verification or operational review processes;
• avoid duplicate complaints for the same issue while a request remains under review.

Users should promptly report unauthorized activity, suspected fraud, account compromise, or security-related concerns.

7. Operational Limitations

Certain issues may depend on banking systems, payment gateways, telecom operators, utility service providers, lending institutions, or external service partners. Neobyt may not directly control external processing timelines, third-party infrastructure operations, partner decisions, or external service availability.

8. Escalation & Cooperation

Neobyt may coordinate with authorized partners, banking institutions, payment service providers, operational vendors, or lawful authorities where reasonably required for dispute handling, fraud prevention, operational review, security response, or lawful compliance requirements.

9. Fraud, Abuse & Misuse Reporting

Users are encouraged to promptly report suspected fraud, unauthorized activity, misuse of Services, account compromise, or suspicious operational activity through the official support or security reporting channels. Neobyt may undertake reasonable operational review, temporary restrictions, verification measures, or coordination with authorized partners where necessary to support platform integrity and responsible ecosystem participation.

10. Policy Updates

Neobyt may update this Policy periodically to reflect operational changes, support process improvements, technology developments, legal or regulatory updates, or ecosystem and partner requirements. Updated versions of this Policy will be published through the official Neobyt website or applicable platform channels.