ICS E SERVICES INDIA (Cashneu)
Effective Date: 12/11/2024
Last Updated: 12/11/2024

1. Objective

This Grievance Redressal Policy is established to ensure that all customers of Cashneu have access to a clear, transparent, and timely process for resolution of complaints and concerns. We value our customers' feedback and are committed to resolving their grievances efficiently and fairly.

2. Scope

This policy applies to all customers and users of Cashneu's services including web portal, APIs, mobile applications, and associated products offered by ICS E SERVICES INDIA.

3. Grievance Redressal Mechanism

Customers may raise grievances related to:

• Payment delays or failures

• Unauthorized transactions

• Account-related issues

• API integration or access issues

• Service disruptions or downtime

• Misconduct or delay in service by staff or partners

4. Modes to Register a Complaint

You may lodge your complaint through any of the following channels:

• Email: [email protected]

• Phone: +91 011 69311064

• Postal Address:
  ICS E SERVICES INDIA
  Office No. B19, Ground Floor, FIEE Complex,
  A-19, Block A, Okhla Phase II, Okhla Industrial Estate,
  New Delhi, Delhi 110020, India

• Website Contact Form: https://www.cashneu.com/contact 

Please include the following details:

• Full Name

• Registered Email ID / Mobile Number

• Transaction ID (if applicable)

• Detailed description of the issue

• Supporting documents/screenshots if any

5. Grievance Redressal Timeline

6. Grievance Officer Contact Details

Name: Amit Mishra
Designation: Grievance Redressal Officer
Email: [email protected]
Phone: +91 011 69311064
Working Hours: Monday to Friday, 10:00 AM – 6:00 PM (IST)

7. Escalation to Regulatory Authorities

If you are not satisfied with the resolution provided by our team, and your issue remains unresolved within 30 days of lodging the complaint, you may approach the relevant regulatory authority (e.g., RBI Ombudsman, or Consumer Forum depending on the nature of the issue).

8. Review and Updates

This policy will be reviewed periodically and updated as necessary to comply with legal, regulatory, or operational requirements.

9. Confidentiality

All complaints and the personal information of complainants will be treated as confidential and handled sensitively in accordance with our Privacy Policy (update if needed).