At Wegofin, we care a lot about our customers and promise to be honest with them in everything we do. To keep this promise, we've set up a way for customers to file complaints and this Grievance Policy to make sure that customer issues and concerns are dealt with quickly.

Customer: Any user with an account on our mobile or web platform.

Grievance: Any concern, dispute, complaint, or feedback related to the services provided by Wegofin, whether it pertains to service quality or any other issue.

Understanding Grievances:

We acknowledge that grievances may arise due to various reasons, ranging from unavoidable technical issues to instances of service quality deficiency. Customers are empowered to express their feedback or raise complaints if they are dissatisfied with our services. They can do so by contacting us in writing, via email, or through our customer support chat.

If a customer's issue remains unresolved within the specified time or if they are unsatisfied with the resolution provided by Wegofin, they are encouraged to utilise our tiered redressal system or explore other available remedies under applicable laws. To enhance the effectiveness of our redressal system, we have established a structured process to address complaints within the committed time frame.

As a part of our commitment to serving our users with excellence, Wegofin is dedicated to maintaining open channels of communication and resolving grievances promptly and effectively. Our Grievance Policy ensures that all customer concerns are addressed with diligence and transparency.

PRINCIPLES GOVERNING THIS GRIEVANCE POLICY :

• Customer-Centric Approach: Wegofin prioritises customer satisfaction in all initiatives and strategies.
• Prompt Service Delivery: Timely and efficient service delivery is integral to the growth and success of our business.
• Continuous Improvement: Wegofin is committed to evolving and implementing innovative feedback collection systems to address grievances objectively.
• Transparency and Accessibility: Details of Wegofin's grievance redressal mechanism are readily available on our website and mobile application for public access.
• Employee Integrity: All employees of Wegofin are required to work in good faith and uphold the interests of customers without bias or prejudice.
• Prompt and Courteous Resolution: Grievances raised by customers will be handled promptly and with courtesy.
• Effective Issue Resolution: Wegofin pledges to rectify any customer issues effectively and within a reasonable timeframe, in accordance with our Grievance Policy.
• Fair Treatment: Every customer will be treated fairly and equally under all circumstances.
• Clear Escalation Channels: Customers must be aware of the available channels to escalate complaints, concerns, and grievances within Wegofin.
• No Charges for Grievances: Wegofin will not levy any charges on customers for filing complaints or for grievance resolution.

Obiligations Of Customers at Wegofin:

Team Sensitization on Handling Complaints:

Our teams undergo regular training to ensure sensitive handling of customer queries and grievances.

We encourage and guide our teams to aim for a first-time resolution, fostering consumer trust, confidence, and satisfaction. This ethos is reflected in both our operations and customer communications.

Customer Cooperation:

We request full cooperation from customers to ensure a timely and effective grievance redressal process.

Customers are expected to provide relevant documentation and information for complaint verification and investigation purposes.

In certain cases, additional information may be required from customers, and we appreciate their compliance to facilitate a smooth process.

Customers must ensure the accuracy, authenticity, and currency of provided documentation and information.

We disclaim responsibility and liability for the non-redressal of grievances resulting from false, inaccurate, malicious, or outdated information or documents submitted by customers.

Failed Transactions:

A 'Failed Transaction' refers to a transaction that has not been fully completed due to reasons not attributable to the customer, such as communication failures, session timeouts, or non-credit to the beneficiary's account.

Failed Transactions encompass instances where credits could not be effected to the beneficiary account due to incomplete or incorrect information, along with delays in initiating reversal transactions.

The principle behind the turnaround time (TAT) is based on the following:

The timely crediting of funds in credit-push transactions, failing which penalties may apply.

There are penalties for starting operations later than the TAT at the originator bank. Customers who don't get help within the specified TAT can file complaints with the Reserve Bank of India's Banking Ombudsman.

Note: The terms and definitions provided in this Grievance Policy align with common banking parlance.

Framework for Auto Reversal and Compensation for Failed Transactions at Wegofin:

Note: T refers to the day of the transaction, and R refers to the day on which the reversal is concluded and funds are received by the issuer/originator. The compensation payable is subject to the specified timelines for auto-reversal as outlined in the framework.

* On-Us transaction: A settlement transaction where the acquirer and issuer banks are one and the same party.

** Off-Us transaction: A settlement transaction where the acquirer and issuer banks are distinct from each other

Types of Disputes:

• Technical Issues: Customers may encounter technical difficulties while accessing the Wegofin platform.
• Fraudulent Transactions: Customers may identify or become victims of fraudulent transactions.
• Onboarding Issues: Customers may face challenges during the onboarding process on the Wegofin platform.
• Payment of Fees: Disputes related to the payment of fees to Wegofin may arise.
• Chargeback Transactions: Chargeback transaction-related issues will be resolved per the terms and conditions outlined at https://wegofin.com/termsandconditions.
• Rejection/Suspension of Payments: Disputes regarding rejection, suspension of payments, refunds, and other transaction-related issues may occur.
• Billing Disputes: Disputes related to billing may arise.

Transaction Life Cycle

Fund Transfer and Collection:

• IMPS: Instant
• NEFT: Based on timelines set by the acquiring bank
• RTGS: Based on timelines set by the acquiring bank
• UPI: Instant

Updating Of Grievance Redressal Mechanism

To improve the customer experience, Wegofin analyses and optimises its policies and procedures on an ongoing basis in response to customer feedback.

Manner Of Registering Complaints and Procedure for Addressing the Grievance

Level 1 :

• Customers can report grievances through chat or email.
• Complaints will be acknowledged immediately, marking the initiation of the grievance resolution process.
• Grievances will be resolved within 3 working days, with periodic updates provided to the customer.

Level 2 :

• Escalate grievances to the Nodal Officer within 24 hours if not resolved at Level-1.
• The resolution is provided within 3 working days, with periodic updates to the customer.

Level 3 :

• If grievances remain unresolved at Level-2, escalate to the Grievance Officer within 24 hours.
• The resolution is provided within the next 3 working days, with periodic updates to the customer.
• For queries regarding financial products and services by SBM Bank (India) Ltd., customers can contact SBM Bank.

Note: Customers are encouraged to escalate grievances if they are dissatisfied with the response received at previous levels.

This multi-tiered grievance redressal mechanism ensures timely resolution and customer satisfaction at WeGoFin.

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This grievance redressal procedure aims to provide customers with clear channels for reporting and resolving issues promptly, ensuring their satisfaction and trust in WeGoFin's services.