Grievance redressal policy

Purpose and scope

This policy sets out how Laitusneo Technologies Pvt. Ltd. receives, records and resolves complaints. It applies to complaints about any Laitusneo product, about this website, and about the way we handle personal data.

Much of our work is done as a technology service provider to banks, non-banking financial companies, payment aggregators and merchants. Where your relationship is with one of those entities — the bank that holds your account, the merchant you paid — its own grievance channel is the first place to raise a complaint about that entity's service, and it remains accountable to you and to its regulator. We support those entities in resolving complaints that involve our technology, and you can also write to us directly using the steps below.

How to raise a complaint

Email info@laitusneo.com with “Grievance” in the subject line, or write by post to the Grievance Officer at our registered office: Laitusneo Technologies Pvt. Ltd., NH2 Agra Road, Shanti Colony, Near ITI Chauraha, Etawah, Uttar Pradesh - 206001.

So that we can act on it in the first reply rather than the third, include:

• Your name and how to reach you.
• The product or service the complaint concerns, and the business or merchant involved if there is one.
• For a transaction: the date, the amount, and any transaction, order or reference number you were given.
• What happened, and what outcome you are asking for.

• Email the Grievance Officer

What happens next

We acknowledge every complaint within 2 working days and give it a reference number. Quote that number in anything you send us afterwards.

We aim to resolve a complaint, and tell you the outcome in writing, within 30 days of receiving it. If a complaint needs longer — because it depends on a bank, a card network or a merchant — we will tell you why, and when to expect an answer, before that period ends rather than after.

A complaint is closed when we have told you our decision and the reasons for it, or when you tell us it is resolved. It is not closed by silence.

Level 2: escalation to the Nodal Officer

If you do not receive a reply within 30 days, or the reply does not resolve the complaint, escalate it to the Nodal Officer: email info@laitusneo.com with “Escalation” in the subject line and your reference number, or write to the Nodal Officer at the registered office above.

The Nodal Officer reviews the complaint afresh, including the handling of it so far, and replies in writing.

• Email the Nodal Officer

Level 3: the Reserve Bank of India

Under the Reserve Bank – Integrated Ombudsman Scheme, 2021, a complaint about a bank, an NBFC or a non-bank payment system participant regulated by the RBI can be taken to the RBI Ombudsman if the entity has not replied within thirty days, or has rejected the complaint, or has replied in a way you are not satisfied with. Complaints are filed online through the RBI's Complaint Management System, or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. The RBI's toll-free contact centre is 14448.

Whether the Ombudsman can take a complaint depends on the entity the complaint is against being one the RBI regulates. If your complaint is about a regulated entity that uses our technology, that entity is the respondent, and we will supply it with whatever records the Ombudsman asks for.

• RBI Complaint Management System (cms.rbi.org.in)

Complaints about personal data

If your complaint is about the way we have collected, used or kept your personal data, raise it with the Grievance Officer in the same way. Under the Digital Personal Data Protection Act, 2023, you may approach the Data Protection Board of India once you have raised the grievance with us and either received no reply within the period the Act allows or been left dissatisfied by ours.

What we collect through this website, and the rights you have over it, is set out in our privacy policy.

• Privacy policy

Failed transactions and refunds

A payment that was debited but did not complete, a refund that has not arrived, or a charge you do not recognise is handled under our refund and failed-transaction policy, which sets out the timelines the RBI prescribes and who is responsible at each step. Raise it through the same channel; it will be routed there.

• Refund, cancellation and failed-transaction policy

How complaints are recorded and reviewed

Every complaint is logged with its date, its subject, the steps taken and the outcome. We review the log periodically for patterns — the same failure reported by different people is a defect to fix, not a series of complaints to close — and we retain complaint records for the period our regulators and partner banks require.

We do not charge for handling a complaint, and raising one never affects the service you receive from us.

Contact details

Grievance Officer, Laitusneo Technologies Pvt. Ltd.

Nodal Officer, Laitusneo Technologies Pvt. Ltd.

• Email: info@laitusneo.com
• Post: Laitusneo Technologies Pvt. Ltd., NH2 Agra Road, Shanti Colony, Near ITI Chauraha, Etawah, Uttar Pradesh - 206001