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Grievance Redressal Policy


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At LegalPay we are committed to honouring the trust of our Customers and serving them better, our key commitments with such goal are as follows:

  1. Ensure easy access and dissemination of customer grievance redressal mechanisms, and other ancillaries; and,

  2. Free and fair professional treatment; and,

  3. Time-bound customer redressal.




LegalPay holds responsibility for activities carried out by its employees and has implemented a three-level grievance redressal mechanism including the preliminary level for the registration of complaints and the two levels of escalation:


  1. Registration of Complaints/ Grievances:

    • The mode to register grievances will be available on the website of the company. A Merchant or a Customer may further file a complaint via email at, which will be investigated by a team of dedicated professionals for resolution and timely closure.

    • The Company shall provide a written acknowledgement to the customer within 2 (two) business days, regarding the receipt of the complaint along with the reference ticket number for the said complaint for tracking purposes.

    • Once a ticket has been raised, the Company shall endeavour to process and resolve the customer complaint within a period of 15(fifteen) business days. • Contingent upon requirements, the Company shall seek necessary documentation for resolving the Customer grievance.

    • If  left unattended by the Customer for a period of 5 (five) business days from the date of response the said complaint shall stand closed.

  2. First Escalation (Level 2):

    • In the event that the customer is not satisfied with the response, the customer may exercise its discretion to escalate the case to the next level.

    • The Level 2 escalation team will peruse the case based on the previous documents and information provided by the Client and provide a detailed update on the same.

    • Upon requirement of more information, the Level 2 team shall be at liberty to seek necessary information from internal stakeholders, partner institutions or customers, it will reach the respective participants to collate the said information.

    • The First Escalation team shall try to address and close the complaint within 10(ten) business days

  3. Escalation to the Nodal Officer/ Grievance Redressal Officer[GRO] (Level 3):  

    • If the customer is not satisfied with the response at both levels, the complaint can be escalated to the Grievance Redressal Officer (GRO) of the Company.

    • The details of GRO will be displayed on the website of the Company.

    • The following details of the GRO will be available on the website:

Name: Aayush Raj
Contact Details: +91 98914 00101
Working Hours: Monday to Friday from 10:00 AM to 7:00 PM. 
We aim to resolve your complaint within 10 business days.



The GRO will periodically review and assess the adequacy of the Policy in abidance to the RBI guidelines that may be implemented from time to time and recommend amendments to the Board of Directors. Upon approval of the Board, such amendments shall be effectuated and communicated with the Customers.

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