Grievance Policy
This Grievance Policy explains the grievance redressal mechanism followed by Hwrs Paytech Private Limited for handling complaints, service issues, transaction disputes, refund concerns, settlement issues, KYC issues, API issues, partner disputes, privacy complaints, and other user grievances.
Introduction
This policy applies to all customers, merchants, retailers, distributors, master distributors, white label partners, API partners, business partners, and users of HWRS PayTech services.
HWRS PayTech provides official support through email, mobile support, ticket system, chat support system, website support, and 24x7 call center / support assistance wherever applicable and operational.
Objective
The objective of this Grievance Policy is to:
- Provide a fair and transparent complaint resolution process.
- Ensure timely handling of user grievances.
- Maintain proper records of complaints and resolutions.
- Reduce transaction disputes and service-level issues.
- Protect users from unauthorized or suspicious activities.
- Provide structured support through ticket system, chat system, call support, and escalation channels.
- Comply with applicable Indian laws, RBI guidelines, NPCI rules, BBPS guidelines, partner bank policies, and digital payment standards wherever applicable.
Scope of Grievances
Users may raise complaints relating to:
- Failed transaction
- Pending transaction
- Refund delay
- Wrong debit
- Duplicate debit
- Wallet balance issue
- Settlement delay
- Commission issue
- KYC verification issue
- Login or account access issue
- API transaction issue
- Callback or status mismatch
- Retailer or distributor dispute
- White label panel issue
- Unauthorized transaction
- Service activation issue
- Suspicious account activity
- Data privacy concern
- Technical support issue
- Ticket support issue
- Chat support issue
- Call center support issue
- Misconduct by any partner, agent, distributor, retailer, or representative
User Responsibility Before Raising Complaint
Before raising a grievance, users must verify:
- Transaction ID is correct.
- Mobile number, consumer number, account number, biller ID, operator, or beneficiary details were correctly entered.
- Amount was actually debited.
- Sufficient time has passed as per applicable transaction status timeline.
- Complaint is raised through official support channels only.
- Screenshots, receipts, bank debit proof, or transaction logs are available where required.
HWRS PayTech will not be responsible for complaints arising due to incorrect details entered by user, retailer, distributor, master distributor, API partner, or white label partner.
Complaint Registration Channels
Users may raise complaints through the following official channels:
Mobile / Call Support
+91 98717 83739
24x7 Call Center
Available for customer and partner support, wherever operational
Ticket System
Available through HWRS PayTech panel / app / website, wherever enabled
Chat Support
Available through HWRS PayTech panel / app / website, wherever enabled
Website
hwrspay.comHWRS PayTech has its own ticket management system and chat support system to track user complaints, transaction issues, technical issues, partner support requests, API issues, and service-related grievances.
Complaints raised through unofficial channels, social media comments, third-party agents, or unknown persons may not be treated as valid complaints unless verified by HWRS PayTech.
Required Complaint Details
To process a complaint properly, the user must provide:
- Full name
- Registered mobile number
- User ID / Partner ID / Retailer ID / Distributor ID / API Partner ID
- Transaction ID, if applicable
- Date and time of transaction
- Amount
- Service type
- Screenshot or receipt
- Bank debit proof, if applicable
- Description of complaint
- Contact details for communication
- Ticket number, if complaint was already raised
- Chat or call reference, if available
Incomplete complaints may take longer to resolve or may be rejected if sufficient details are not provided.
Complaint Acknowledgement
After receiving a valid complaint, HWRS PayTech will make reasonable efforts to acknowledge the complaint within 24 to 48 working hours. The acknowledgement may include:
- Ticket number
- Complaint reference number
- Expected resolution timeline
- Additional document request, if needed
- Preliminary status update
- Chat or call support reference, wherever applicable
For complaints raised through the ticket system, users may be able to track the complaint status through their panel / app / website, wherever such feature is enabled.
Complaint Resolution Timeline
Indicative resolution timelines are:
| Complaint Type | Indicative Resolution Timeline |
|---|---|
| General support issue | 24 to 72 working hours |
| Failed recharge / bill payment | 3 to 7 working days |
| Wallet balance issue | 1 to 5 working days |
| Settlement issue | 3 to 10 working days |
| AEPS / Micro ATM issue | As per bank / NPCI confirmation |
| UPI issue | As per bank / NPCI / RBI applicable TAT |
| BBPS Bill issue | 1 to 7 working days |
| API status mismatch | 24 hours to 7 working days |
| KYC issue | 2 to 10 working days |
| Ticket system issue | 24 to 72 working hours |
| Chat support issue | 24 to 72 working hours |
| Fraud or suspicious activity | Subject to investigation |
| White label / distributor dispute | Subject to verification and records |
Some complaints may require more time due to dependency on bank, operator, biller, BBPS, NPCI, payment gateway, API provider, insurance provider, travel provider, government department, or law enforcement agency.
Support Availability
HWRS PayTech may provide support through multiple channels including ticket system, chat system, email support, mobile support, website support, and 24x7 call center / support assistance.
However, final resolution timelines may depend on:
- Nature of complaint
- Availability of complete transaction details
- Bank or operator confirmation
- NPCI / BBPS / payment gateway response
- API provider response
- Internal verification
- Fraud risk assessment
- Applicable regulatory or partner-level process
24x7 support assistance may be available for complaint registration, ticket creation, initial guidance, and urgent transaction support. Final resolution of bank, operator, BBPS, NPCI, payment gateway, or API-related matters may depend on working days and confirmation from the respective third party.
Grievance Escalation Matrix
Level 1 — Customer Support
For first-level complaints, users should contact:
Mobile / Call Support
+91 98717 83739
Ticket System
Available through HWRS PayTech panel / app / website
Chat Support
Available through HWRS PayTech panel / app / website
Expected response: 24 to 48 working hours.
Level 2 — Grievance Officer
If the issue is not resolved at Level 1 within the expected timeline, the user may escalate to the Grievance Officer. The user must mention the original complaint ticket number, complaint reference number, transaction ID, or chat / call reference while escalating.
Grievance Officer
Grievance Officer – Hwrs Paytech Private Limited
Address
B-1127, i-Thum Tower, Sector 62, Noida, Uttar Pradesh 201301, India
Expected resolution: 7 to 15 working days, depending on the issue type.
Level 3 — Nodal Officer / Compliance Team
If the user is not satisfied with Level 2 resolution, the complaint may be escalated to the Nodal / Compliance Team.
Nodal / Compliance Contact
Compliance Team – Hwrs Paytech Private Limited
Address
B-1127, i-Thum Tower, Sector 62, Noida, Uttar Pradesh 201301, India
Expected resolution: 15 to 30 working days, depending on third-party confirmation and investigation requirements.
Regulatory Escalation
Where applicable, users may approach the appropriate regulator, ombudsman, banking partner, payment system provider, or competent authority after exhausting HWRS PayTech's internal grievance process. For banking or payment-related complaints covered under applicable RBI frameworks, users may approach the appropriate grievance mechanism as per RBI guidelines and eligibility conditions.
White Label Partner Grievance Handling
White Label Partners are responsible for first-level support for their own onboarded Master Distributors, Distributors, Retailers, Merchants, and Users. HWRS PayTech may provide backend support to White Label Partners for transaction status, API status, wallet adjustment, service issue, ticket-related issue, chat support issue, or technical issue.
White Label Partners must:
- Maintain their own support system.
- Keep proper transaction records.
- Avoid false refund promises.
- Avoid misrepresentation of services.
- Share accurate status with their network.
- Escalate only genuine cases to HWRS PayTech with valid transaction data.
- Provide ticket number, transaction ID, API logs, or partner reference wherever required.
HWRS PayTech shall not be liable for independent promises, false commitments, unauthorized representations, or support failure by White Label Partners.
API Partner Grievance Handling
API Partners are responsible for their own customer support, front-end transaction display, API request handling, callback processing, and transaction communication.
API Partners must preserve:
- API request logs
- API response logs
- Callback logs
- IP logs
- Transaction IDs
- Customer complaint records
- Settlement records
- Refund communication
- Ticket or support reference records, wherever applicable
HWRS PayTech will handle API grievances only based on valid technical and transaction records.
Partner Network Grievances
Master Distributors, Distributors, and Retailers must not mislead customers regarding refund, commission, service guarantee, government approval, banking relationship, or regulatory status.
Any complaint against a partner may result in:
- Warning
- Temporary suspension
- Wallet hold
- Commission hold
- Account restriction
- KYC re-verification
- Termination
- Legal action
- Reporting to relevant authorities
Fraud, Misuse and Suspicious Complaints
HWRS PayTech may reject, delay, investigate, or close complaints that appear to be:
- False
- Repeated without basis
- Fraudulent
- Abusive
- Threatening
- Unsupported by records
- Raised with manipulated screenshots
- Related to illegal activity
- Intended to misuse refund or chargeback process
HWRS PayTech reserves the right to take legal action against users or partners submitting fraudulent claims.
Data Privacy Complaints
For complaints related to personal data, privacy, correction, consent withdrawal, or misuse of information, users may contact:
Address
B-1127, i-Thum Tower, Sector 62, Noida, Uttar Pradesh 201301, India
Such complaints will be handled in accordance with HWRS PayTech Privacy Policy and applicable Indian data protection laws including the Digital Personal Data Protection Act, 2023, wherever applicable.
Limitation of Responsibility
HWRS PayTech shall not be responsible for:
- Delay by banks, operators, billers, NPCI, BBPS, payment gateways, API providers, or government departments
- Wrong transaction details entered by user or partner
- Fraud caused by user sharing OTP, password, MPIN, device access, or login credentials
- Loss due to unauthorized third-party apps, malware, phishing, or device compromise
- False promises made by retailers, distributors, master distributors, API partners, or white label partners
- Business loss, profit loss, reputation loss, or indirect damages
- Delay in final resolution where dependency exists on banks, operators, billers, API providers, BBPS, NPCI, or law enforcement authorities
Contact Information
Company
Hwrs Paytech Private Limited
Mobile / Call Support
+91 98717 83739
Ticket System
Available through HWRS PayTech panel / app / website, wherever enabled
Chat Support System
Available through HWRS PayTech panel / app / website, wherever enabled
24x7 Call Center
Available for customer and partner support, wherever operational
Registered Address
B-1127, i-Thum Tower, Sector 62, Noida, Uttar Pradesh 201301, India
Acceptance
By using HWRS PayTech services, you acknowledge that you have read, understood, and agreed to this Grievance Policy.