Statutory Consumer Compliance
Grievance Redressal Policy
In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, Aarvix Technologies (operating the brand Paisa Track) has established this Grievance Redressal Mechanism to ensure prompt, transparent, and fair resolution of consumer complaints, payment inquiries, and service disputes.
1. Grievance Officer Appointment
Aarvix Technologies has appointed a dedicated Grievance Redressal Officer to resolve consumer grievances regarding subscriptions, payments processed via PhonePe Payment Gateway, data privacy, and service delivery.
Designated Grievance Officer Details
| Name: | Grievance Redressal Desk |
| Designation: | Grievance Redressal Officer |
| Enterprise Name: | Aarvix Technologies (Brand: Paisa Track) |
| Direct Email: | paisatrack69@gmail.com |
| Official Address: | Building No./Flat No. 104, Renukha, 1st Main, 5th Cross, Rajendra Layout, Yelenahalli, Bengaluru Urban, Karnataka, India - 560068 |
| Support Working Hours: | Monday to Saturday • 9:00 AM – 6:00 PM IST (Excl. National Holidays) |
2. Resolution Process & Statutory Timelines
We follow a strict, consumer-first escalation and redressal procedure:
- Step 1: First-Level Support: For common issues such as subscription queries, failed transaction reversals, or app troubleshooting, users can contact our support team at paisatrack69@gmail.com. Most requests are addressed within 24 business hours.
- Step 2: Escalation to Grievance Officer: If your complaint is not addressed within 48 hours or you are dissatisfied with the initial resolution, you may escalate directly to the Grievance Officer by writing with the subject line
GRIEVANCE ESCALATION - [Your Transaction ID / Account Mobile]. - Acknowledgment Timeframe: The Grievance Officer shall acknowledge the receipt of any consumer complaint or grievance within 48 hours of receipt. A unique ticket reference number will be provided.
- Redressal / Resolution Timeframe: Every complaint or grievance shall be thoroughly investigated and redressed within 30 days from the date of receipt, as mandated under Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020.
3. Payment & Refund Dispute Redressal
For financial grievances involving payments processed through the PhonePe Payment Gateway:
- Failed Payments / Double Debits: In the event that money was deducted from your bank account or UPI but the transaction was not recorded, our system coordinates with PhonePe for automatic reversals within 24 to 48 hours. If the amount is not received, providing your bank UTR number to the Grievance Officer guarantees immediate manual tracing and bank settlement within 5 to 7 working business days.
- 7-Day Refund Guarantee: If a refund request is made within 7 days of purchase, the Grievance Officer will ensure 100% refund initiation to the original source account via PhonePe within 24 to 48 business hours.