Last Updated: October 28, 2026

Grievance Policy

Structured resolution for your platform queries, account security, and technical issues.

1. Objective

PayNit is dedicated to providing enterprise-grade payout infrastructure and secure merchant services. This Grievance Policy outlines our structured mechanism for addressing merchant queries, technical issues, account security concerns, and complaints in a transparent and timely manner.

2. Level 1: Customer & Security Support

For technical assistance regarding API integrations, transaction statuses, or account access and security:

Two-Factor Authentication (2FA) Recovery & Lockout Assistance: If you have lost access to your Google Authenticator device, changed phone numbers, or encountered an extended security lockout, submit an email to support@paynit.in with the subject "2FA Account Recovery — [Your Merchant Name / Email]". Attach registered business/KYC proofs. Identity verification will be processed within 24 business hours to safely reset your 2FA credentials without compromising your wallet balance.

3. Level 2: Escalation to Grievance Officer

If your issue remains unresolved beyond 3 business days, or if you are unsatisfied with the resolution provided by Level 1 support, you may escalate the matter to our designated Grievance Officer.

  • Officer: Suman Ghosal (Head of Merchant Success)
  • Address: Kolkata, West Bengal – 700071, India
  • Resolution Time: 3 - 5 Business Days

4. Process Details

Upon submitting a grievance, you will receive an acknowledgment ticket number. Please quote this ticket number in all subsequent communications. We aim to resolve all grievances within a maximum of 30 days as mandated by standard financial compliance guidelines.