Kepto Fintech Pvt. Ltd. (“Company”, “We”, “Us”, “Our”) is committed to providing transparent, responsive, and customer-focused support. This Grievance Redressal Policy outlines the structured process for addressing complaints, concerns, and service-related issues raised by customers, merchants, partners, and stakeholders.

1. Introduction

The policy is aligned with:

• RBI Guidelines for Customer Grievances
• NPCI BBPS Operating Regulations
• IT Act, 2000 & Digital Payment Security Standards
• Industry best practices for complaint handling

2. Objective

The objectives of this policy are:
- To provide a clear and efficient mechanism for lodging complaints
- To ensure timely and fair resolution
- To improve customer satisfaction and trust
- To comply with regulatory expectations for grievance handling
- To monitor and track complaint trends for process improvement

3. Scope

This policy applies to grievances related to:
- BBPS bill payment issues
- Transaction failures, delays, or discrepancies
- Payment gateway or settlement issues
- KYC, onboarding, or account verification
- API/merchant services, CRM or invoicing software
- Data, privacy, or security concerns
- Employee behavior or service quality

4. How to Raise a Complaint

5. Complaint Categories

Complaints will be classified into types such as Payment/BBPS transaction issues, Technical errors, KYC delays, Dispute/chargeback issues, Refund delays, and Security concerns.

6. Turnaround Time (TAT) for Resolution

*Timeframes may vary based on dependency on banks, billers, or partner institutions.

7. Escalation Matrix

If a complaint is not resolved satisfactorily within the defined timeline, the customer may escalate:

8. Responsibilities of the Company

Kepto Fintech assures fair, unbiased resolution, acknowledgement of all grievances within 24 hours, confidential handling of data, and root-cause analysis for recurring issues.

9. Customer Responsibilities

Customers are requested to provide accurate details, share valid transaction proofs, cooperate with verification, and not misuse complaint channels for fraudulent claims.

10. Compliance & Reporting

Kepto Fintech maintains a detailed register of all grievances, conducts periodic audits, submits reports to regulatory authorities, and follows NPCI’s BBPS grievance redressal protocols.

11. Review of the Policy

This policy is reviewed annually or after major regulatory/product updates. The updated policy will be published on the website.

12. Contact Information

Grievance Redressal Officer
Kepto Fintech Pvt. Ltd.
501, Business Bay Tower, Andheri East, Mumbai – 400059 Maharashtra, India
Email: grievance@keptofintech.com
Phone: 6377605341

Email : grievance@keptofintech.com
Website : www.keptofintech.com