Customer Grievance Redressal

1. Purpose

This Policy provides a process for complaints relating to payment failures, pending transactions, refunds, reversals, duplicate transactions and credit-card bill payments.

2. Level 1 – Customer Support

Support Email: contact@smilemoney.in
Support Number: 7070 3737 11
Working Hours: 9 AM to 9 PM

Provide transaction ID, amount, date/time and registered contact details.

3. Indicative TAT

• Failed transaction: 3–7 business days
• Pending: Subject to reconciliation
• Successful but not credited: 5–7 business days after investigation
• Duplicate payment: 5–7 business days after confirmation
• Refund/reversal: 5–7 business days after confirmation
• General complaint: 7 business days

Actual resolution may depend on the bank, biller, payment gateway, BBPS participant or other authorised partner.

4. Escalation to Partner

Where partner action is required, Smile Money may escalate the matter to the relevant entity.

5. Customer Cooperation

Customers should provide accurate transaction information and supporting documents reasonably required.

6. Fraudulent Transactions

Suspected unauthorised or fraudulent transactions should be reported immediately through the Company's support channel and, where appropriate, to the customer's bank/payment provider.

7. Record Keeping

Customers should retain confirmations, reference numbers and relevant communications until the complaint is resolved.