Overview
Glomo Payments IFSC Private Limited (“Glomo Payments” or We”) operates as a Payment
Service Provider inter alia following services (“Service/s”) to its users1 (“User”) as the provisions of
International Financial Services Centres Authority (Payment Services) Regulations, 2024 (as
amended from time to time) (“IFSCA Regulations”):
i. Payment Account Issuance Services
ii. Cross-border Money Transfer Services
iii. E-Money Issuance Services
iv. Merchant Acquisition Services
v. Escrow Services
Glomo Payments is committed to resolving Grievances (defined below) faced by Users in accordance
with the IFSCA Regulations. To that end, we have set up a grievance redressal mechanism to
implement this grievance redressal policy (“Policy”). This Policy aims at resolving User Grievances
by offering a proper redressal channel, and review mechanism, and ensuring prompt redressal of
Grievances faced by Users.
For the purpose of this Policy, a “Grievance” means any concern, dispute, or complaint that a User
desires to submit to Glomo Payments in relation to any deficiency in Services delivered by Glomo
Payments.
We understand that a Grievance could arise under various circumstances. Such Grievance could arise
either on account of an unavoidable technical error, or in a case involving deficiency in the quality of
Services. The User can highlight or escalate their complaint, feedback, or suggestions in writing, via
email with Glomo Payments’ customer support team.
If a User’s issue is not resolved within the stipulated time or if a User is dissatisfied with the
resolution offered by Glomo Payments, they may approach our tiered Grievance redressal system. In
order to make our Grievance redressal system more effective and meaningful for our Users, We have
established a structured system to resolve complaints seamlessly within the committed timeframe.
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1. Tenets governing this Policy
   i. All initiatives at Glomo Payments are made with the User as the primary focus.
   ii. We ensure prompt and efficient delivery of Services to the User.
   iii. Our systems constantly evolve to collect feedback and objectively redress the Grievances of
   the User within the framework of this Policy.
   iv. The User will always be treated fairly under all circumstances.
   v. No fee or charge would be collected by Glomo Payments for the resolution of any
   Grievance.

2. Objectives of this Policy
   The following are the objectives of this Policy:
   i. Ensure that all Grievances raised by Users are addressed promptly, within a maximum period
   of thirty (30) days from the date of receipt of Grievance.
   ii. Be accessible via emails for Users to raise their queries, complaints, and Grievances.
   iii. Resolve disputes between Glomo Payments and its Users effectively through internal
   Grievance redressal mechanisms, or, where necessary, through online conciliation or
   arbitration.
   iv. Maintain accurate and comprehensive records of all Grievances received, as well as the
   actions taken to resolve them, to enhance operational transparency.
   v. Improve User satisfaction and trust by providing a reliable, fair, and efficient mechanism for
   redressing Grievances and complaints related to Services.

3. Elements that constitute a complaint
   A. Service Related Issues:
   a. Delays or failures in processing payments.
   b. Incorrect transactions or errors in payment details.
   c. Unresolved disputes related to refunds, chargebacks, or reversals.
   B. Customer Support Concerns:
   a. Inadequate or unresponsive customer service
   b. Failure to provide updates or resolutions within the agreed time frame.
   C. Account Management:
   a. Issues with setting up, managing, or closing accounts.
   b. Unauthorized transactions or fraud-related concerns.
   D. Technical Issues:
   a. Problems with online platforms, mobile apps, or APIs.
   b. Errors or glitches affecting transaction success or data security.
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   E. Compliance and Regulatory Concerns:
   a. Breaches of data privacy or confidentiality.
   F. Charges and Fees:
   a. Disputes over incorrect charges, hidden fees, or billing errors.

4. List of matters not considered as ‘complaint’
   The following is an illustrative list of matters that will not be considered as complaint for the
   purpose of this policy:

5. Anonymous complaints (except whistleblower complaints)

6. Incomplete or un-specific complaints

7. Allegations without supporting documents

8. Suggestions or seeking guidance/explanation

9. Complaints on matters not relating to the financial products or services provided by
   Glomo Payments

10. Complaints about any unregistered/ un-regulated activity

11. References in the nature of seeking information or clarifications about financial
    products or services

12. Other matters that, in the opinion of Glomo Payments, do not qualify as complaints

13. Team sensitization on handling Grievances
    In accordance with the IFSCA Regulations, We depute adequate staff at our office to address any
    queries, complaints, or Grievances from our Users. Our team is equipped to receive such queries,
    complaints, or Grievances using one or more channels viz. – email, web-based, or complaint form.
    Our teams undergo regular training to ensure that User Grievances are handled with sensitivity.
    They are guided and encouraged to offer quick resolutions, which in turn leads to trust, confidence,
    and satisfaction.
    To ensure a timely and effective Grievance redressal process, we request full cooperation from the
    User. The User is expected to furnish relevant documentation and information for verification and
    processing of the complaint if required.

14. Redressal Procedure
    The following shall be the procedure for Grievance redressal:
    i. In order to file or report a complaint or Grievance, the User should write to Glomo
    Payments’ customer support team at support@glomopay.com.
    ii. Grievances received through the chat mechanism or e-mail will be acknowledged by an
    immediate system-generated response or by way of an email response. The acknowledgment
    marks the initiation of the Grievance resolution process.
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    iii. For general queries, caller identification may not be required for resolution or clarification.
    For a specific transaction-related query, request, or complaint, the User may be asked to
    authenticate their identity.
    iv. Subsequently, a Glomo Payments representative will try to resolve the User’s query and
    provide the necessary support.
    v. If the representative is unable to resolve the issue, the same will be escalated to another
    authorised representative of the department concerned. An intimation shall also be provided
    to the User regarding such escalation along with an indicative turnaround time.
    vi. Once the issue is resolved, the User may be asked for feedback through an SMS or via
    follow-up call.

15. Role of Compliance Officer
    The Compliance Officer of Glomo Payments is responsible for handling and disposal of
    complaints in accordance with the regulatory requirements specified by the IFSC Authority.

16. Customer Contact Points
    Sr.
    No.
    Proposed mode of
    communication
    Description

17. Chat The User can initiate a chat thread to file a complaint or ask a query

18. Email The User can email the query/complaint and will get a response

19. Escalation Matrix
    Level Point of Contact
    L 1 E-mail support or customer support executive
    If a User wishes to report a Grievance, they can write to us at
    support@glomopay.com.
    L 2 Complaint Redressal Officer (“CRO”) Glomo Payments
    The User can address the Grievance to the below-mentioned CRO:
    CRO –Rohail Jagani
    Email ID: rohail@glomopay.com
    On receipt of a complaint, CRO will assess the merits of the complaint. Pursuant to
    assessment:
    (i) In case of acceptance, Glomo Payments’ will acknowledge acceptance of
    complaints, in writing, within 3 working days of receipt of the complaint.
    (ii) In case of non-acceptance, Glomo Payments will inform the complainant
    within 5 working days along with reasons.
    L 3 Complaint Redressal Appellate Officer (“CRAO”)
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    In case a complainant is not satisfied with the resolution provided by Glomo
    Payments or in case of rejection of complaint, the complainant may file an appeal
    before the CRAO designated by Glomo Payments (within 21 days from the receipt of
    the decision from the CRO) as mentioned below:
    CRAO - Akash Arun
    Email ID - akash@glomopay.com
    The CRAO will dispose of the appeal within 30 days.
    The Turn Around Time for the User’s queries will be based on its complexity and will be tracked by
    the system. In any case, Glomo Payments will aim to redress all Grievances within thirty (30) days of
    receipt of the Grievance.

20. Maintenance of Records
    Glomo Payments will maintain comprehensive records of all queries, complaints, and Grievances
    received from Users, along with detailed documentation of the actions taken to address and resolve
    them. These records will be maintained in electronic form for the period of at least ten years from
    the date of disposal of complaint ensuring accuracy, transparency, and accountability in the
    Grievance redressal process.
    The records will be stored securely to protect User data and will be utilized for audits, compliance
    checks, and to support continuous improvement in Service delivery.

21. Reporting
    i. Glomo Payments will file reports on handling of complaints in the form and manner
    specified by the IFSC Authority from time to time.
    ii. Glomo Payments will also provide data on all complaints received, resolved, rejected, and
    pending during the year, in its Annual Report.