1. Purpose
This Grievance Redressal Policy establishes a structured mechanism for users, partners, distributors, and customers of Epoint Digital Private Limited to register complaints, disputes, or grievances related to our websites, mobile applications (including Vouxe), the Epoint Digital Portal, the Zyren Platform, payment services, IT solutions, or any other offering operated by the Company.
2. Scope of Grievances
You may raise a grievance regarding, but not limited to:
- Failed, delayed, or disputed financial transactions and payouts.
- Unauthorized access to your account or suspected fraud.
- Service outages, platform errors, or technical malfunctions.
- Data privacy concerns or unauthorized use of personal information.
- Billing discrepancies, fee disputes, or settlement delays.
- Quality of customer support or unresolved support tickets.
- Violations of our Terms of Service by Epoint Digital or its representatives.
3. How to Lodge a Complaint
To ensure prompt resolution, please submit your grievance with the following details:
- Your full name and registered contact information (email and phone number).
- Your account ID, partner code, or transaction reference number (if applicable).
- A clear description of the issue, including date and time of occurrence.
- Supporting documents such as screenshots, transaction receipts, or correspondence.
Channels for lodging complaints:
- Email: hello@epointdigital.co.in with subject line "Grievance — [Brief Description]"
- Contact Form: Via the Contact section on our corporate website
- Written Communication: To the registered office of Epoint Digital Private Limited (India)
4. Grievance Resolution Process
Acknowledgement
We will acknowledge receipt of your complaint within 3 business days and assign a unique ticket/reference number.
Investigation
Our Grievance Officer and relevant teams will investigate the matter, which may include reviewing transaction logs, system records, and coordinating with banking or telecom partners.
Resolution
We aim to resolve grievances within 30 days from the date of receipt. Complex cases involving third-party networks may require additional time, in which case you will be kept informed of the status.
Closure
Upon resolution, we will communicate the outcome and corrective actions taken. If you are dissatisfied with the resolution, you may request escalation as described below.
5. Escalation Matrix
If your grievance is not resolved to your satisfaction within the stipulated timeframe, you may escalate as follows:
| Level | Authority | Timeline |
|---|---|---|
| Level 1 | Customer Support Team | Initial response within 3 business days |
| Level 2 | Grievance Officer | Resolution within 30 days |
| Level 3 | Senior Management / Regulatory Authority | As per applicable law and regulatory framework |
For payment-related disputes, you may also approach the relevant ombudsman or regulatory body as prescribed under RBI guidelines, where applicable to the nature of the service.
6. Data Protection Grievances
Grievances related to personal data processing, consent withdrawal, or data access requests under the Digital Personal Data Protection Act, 2023, will be handled by our Grievance Officer. You may also have the right to approach the Data Protection Board of India if your concern remains unresolved, as provided under the DPDP Act. Refer to our Privacy Policy for details on your data rights.
7. Record Keeping
Epoint Digital maintains records of all grievances received, actions taken, and resolutions provided for a minimum period as required by applicable law and internal compliance policies. This ensures accountability and continuous improvement of our service quality.
8. Policy Review
This Grievance Redressal Policy is reviewed periodically and updated to reflect changes in regulatory requirements, business operations, and best practices. The latest version will always be available on this page.
9. Contact
Grievance Officer
Epoint Digital Private Limited
Email: hello@epointdigital.co.in
Website: www.epointdigital.co.in