Grievance Redressal Mechanism

Innopay Money is committed to resolving all customer queries, requests, and complaints fairly and promptly, in line with the RBI Digital Lending Guidelines. Follow the escalation levels below, or raise and track a grievance online.

Categories of Grievances

Q · Query

General Queries

Questions, doubts, or inquiries about our products and services. We strive to resolve these immediately.

Resolved within 2 business days

R · Request

Service Requests

Assistance needed with our products or services. These require processing and some time to resolve.

Resolved within 5 business days

C · Complaint

Complaints

Deficiency in services, delays, or any action/inaction by Innopay that causes dissatisfaction.

Resolved within 30 business days

Escalation Matrix

Customer Support

First point of contact for any query, request, or complaint

Acknowledgement: 2 working days

support@innopay.in

9902568310

Innopay App

3rd & 4th Floor, 460, CS Tower, 17th Cross, Sector 4, HSR Layout, Bangalore – 560102

Monday–Saturday, 10:00 AM – 6:00 PM IST

Grievance Redressal Officer (GRO)

If unresolved or no response within 10 working days from Level 1

Response within 7 working days

Yamini Baskar

grievanceredressal@innopay.in

4th Floor, 460, CS Tower, 17th Cross, Sector 4, HSR Layout, Bangalore – 560102

Nodal Officer (NO)

If unresolved or dissatisfied with the GRO's response

Final response: 10 working days

Harshitha Akkineni

Akkineni.Harshitha@innopay.in

4th Floor, 460, CS Tower, 17th Cross, Sector 4, HSR Layout, Bangalore – 560102