The purpose of this policy is to:

• Provide a structured grievance handling mechanism.
• Ensure fair and timely complaint resolution.
• Improve customer satisfaction and service quality.
• Maintain transparency in support and escalation processes.
• Strengthen trust and accountability.

Customers, merchants, partners, and users may raise complaints or concerns related to:

• Transaction issues
• Payout delays or failures
• Account-related concerns
• Merchant disputes
• Unauthorized activities
• Technical support issues
• Service quality concerns
• Verification or onboarding delays
• Compliance-related matters

The company may request supporting information or documentation for proper investigation and resolution.

We follow a structured process for handling grievances and customer complaints.

The overall handling process steps include:

• Complaint registration through official support channels.
• Acknowledgement of complaint receipt.
• Review and investigation of the issue.
• Internal coordination with relevant departments.
• Resolution or response provided to the complainant.
• Closure of the complaint upon resolution.

Customers are encouraged to provide accurate details, transaction references, screenshots, and supporting documents where applicable.

If a customer is not satisfied with the initial response and resolution, the matter may be escalated to higher levels for further review.

Escalation pathways include:

• Customer Support Team
• Senior Support Team
• Compliance or Operations Team
• Grievance Redressal Officer

The company will make reasonable efforts to review and resolve escalations fairly and transparently.

We aim to address complaints and support queries within reasonable timeframes.

Indicative timelines may include:

• Initial acknowledgement: Within 24-48 business hours.
• Primary resolution: Within 3-7 business days.
• Resolution timeframe: Depending on the complexity of the issue.

Certain cases involving third-party institutions, banks, regulatory reviews, or technical investigations may require additional time for resolution.

For unresolved complaints or escalated matters, customers may contact the designated Grievance or nodal Officer through official communication channels provided by the company.

Grievance Officer:

• Department: Grievance Redressal & Compliance
• Email: support@gatexpay.com
• Website: GateXpay Official Website

The Grievance Officer will review escalated complaints and coordinate with relevant departments for appropriate resolution.

Customers and merchants are expected to:

• Provide accurate complaint details.
• Share relevant supporting documents.
• Cooperate during investigations.
• Avoid submitting false or misleading claims.
• Maintain respectful communication with support representatives.

False, abusive, fraudulent, or malicious complaints may be subject to action under applicable laws or company policies.

The company may maintain records of complaints, investigations, communications, and resolutions for operational, legal, compliance, and quality improvement purposes.

Complaint records are handled securely and in accordance with applicable privacy and data protection standards.

While the company will make every effort to resolve complaints promptly, matters involving external institutions, payment gateways, banking partners, or regulatory bodies may be subject to additional processes and timelines outside the company's direct control.

We reserve the right to modify, revise, or update this Grievance Redressal Policy at any time without prior notice. Updated versions will be published on our website with the latest effective date.