Giftm Technology Private Limited

Grievance Redressal Policy

Customer protection & structured complaint escalation

Effective Date 1st June 2026
Version 1.0
Response SLA 48 hrs – 15 days
Escalation Levels 4 + Ombudsman
Secure Platform
Legal Compliance
Enterprise Ready
Data Privacy Protected
Escalation Path
L1 · Support L2 · CS Head L3 · Grievance Officer L4 · RBI / DPBI / Consumer Forum

This document is an electronic record under the Information Technology Act, 2000 and the rules thereunder.

Published in accordance with Rule 3 of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

No physical or digital signature is required.

01OVERVIEW

1. Introduction & Objective

Giftm Technology Private Limited ("Giftm") is committed to providing high-quality services across its Gift Card, Loyalty Program, Employee Reward & Recognition, Bank Reward, and Marketplace platforms.

This Grievance Redressal Policy ("Policy") outlines the structured mechanism available to customers, merchants, and B2B clients to raise, track, and resolve complaints.

Definition of a Complaint A complaint is any expression of dissatisfaction by a customer requiring a response regarding services provided by Giftm.

This Policy is issued in compliance with the Information Technology Act, 2000, the IT (Intermediary Guidelines & Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.

This Policy applies to all Giftm products and services including: Prepaid Payment Instruments (PPIs / Gift Cards), the Giftm Marketplace (giftm.ai), Loyalty Programme administration, and Employee R&R solutions.

02FRAMEWORK

2. Governing Principles

1Customers shall be treated fairly and with courtesy at all times
2All complaints shall be acknowledged promptly and resolved within defined timeframes
3Customers shall be informed of escalation channels available to them at each stage
4Resolution shall be communicated clearly, with reasons provided where a complaint is not upheld
5All complaints shall be logged in a Complaint Management System (CMS) and assigned a unique reference number
6Recurring issues shall be analysed periodically and reported to senior management for process improvement
04PROCESS

4. Escalation Matrix

Giftm operates a structured 4-level + external escalation framework. Please follow levels sequentially. Do not skip directly to higher levels unless the lower level has not responded within the prescribed timeline.

L1
Customer Support
First point of contact for all complaints

All complaints should first be raised through the channels listed in Section 3. The Customer Support team will acknowledge the complaint immediately (for email/app) or on the same day (for postal). A unique Complaint Reference Number will be issued.

StageTimeline
Acknowledgement (email / app)Immediate / same day
First response to queryWithin 48 working hours
Follow-up queriesWithin 3 working days
Escalated cases (L1)Within 7 working days
AppIn-app — Help & Support
L2
Customer Service Head
Escalate if L1 unresolved or unsatisfactory

If not satisfied with the Level 1 resolution, or if the complaint is not resolved within the prescribed timeline, escalate by writing to grievance@giftm.ai with the subject line:

Subject LineLevel 2 Escalation — [Complaint Reference Number]

The Customer Service Head will review the complaint, coordinate with relevant departments, and provide resolution.

Resolution TAT10 working days from escalation
L3
Grievance Officer / Nodal Officer
Escalate if L2 unresolved or unsatisfactory

If still unsatisfied after Level 2, the matter may be referred to the Grievance Officer, who will ensure a fair, independent review, liaise with all relevant functions, and communicate a final resolution with reasoning in writing.

Vijay Gaikwad
Grievance Officer / Nodal Officer · Giftm Technology Private Limited
Response CommitmentWithin 15 working days
Address39/4 40/1B, Flat No. 801, Floor 8, Wing B, Kavya Residency-B, Kasarvadavali Village Boriwade, G.B. Road, Opp. Municipal Garden, Thane (W) – 400615, Maharashtra, India
L4
Regulatory / External Redressal
If unsatisfied with Giftm's final resolution

If not satisfied with Giftm's final resolution, you may escalate to the following external authorities depending on the nature of your complaint:

Reserve Bank of India — Integrated Ombudsman Scheme, 2021 (where applicable)

  • Online: cms.rbi.org.in
  • Email: CRPC@rbi.org.in
  • Helpline: 14448 (9:30 am — 5:15 pm, Monday–Friday)
  • Postal: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

Data Protection Board of India (DPDPA)

For complaints relating to personal data processing — once the Board is notified and operational under DPDPA 2023.

Consumer Forums

Under the Consumer Protection Act, 2019, as applicable based on the value of the dispute and your jurisdiction.

05COMPLIANCE

5. Turnaround Time (TAT) for Failed / Disputed Transactions

Regulatory Basis The following turnaround times (TAT) and compensation guidelines are adopted by Giftm as best-practice standards. Where transactions involve a licensed PPI issuer partner, the RBI Circular DPSS.CO.PD No.629/02.01.014/2019-20 on Harmonisation of TAT and Customer Compensation governs the issuer's obligations. Giftm will facilitate resolution with the relevant issuer within these timelines.
Transaction TypeAuto-Reversal TATCompensation for Delay
Gift Card (On-Us, via issuer)T + 1 day₹100/day beyond T+1
UPI (beneficiary not credited)T + 1 day₹100/day beyond T+1
Card / POS transactionT + 5 days₹100/day beyond T+5
Net BankingT + 1 day₹100/day beyond T+1
Marketplace voucher (unavailable after payment)7 working daysFull refund to source
Physical Print Order — damage / non-deliveryReport within 48 hrs of deliveryReprint or credit note
Physical Print Order Complaints For Print Order damage, non-delivery, or quality issues, contact ops@giftm.ai within 48 hours of delivery with your order number and supporting photographs.
06LIABILITY

6. Gift Card User Liability — Unauthorised Transactions

Customers should register for SMS and email alerts for all Gift Card transactions. Note: where a Gift Card is issued by a third-party licensed PPI issuer, the issuer's own liability policy may also apply. Giftm will facilitate escalation to the relevant issuer where needed. In case of suspected misuse, contact support@giftm.ai immediately.

ScenarioMaximum User Liability
Fraud attributable to Giftm (any circumstance)Zero
Third-party breach — reported within 3 daysZero
Third-party breach — reported within 4–7 daysUp to ₹10,000 per transaction
Third-party breach — reported after 7 daysAs per Giftm's investigation
User negligence (shared PIN / OTP)Full loss until reported; Giftm bears post-reporting losses
Report Immediately The sooner you report suspected unauthorised use, the lower your liability. Never share your Gift Card PIN, OTP, or CVV with anyone — including people claiming to be from Giftm. Write to support@giftm.ai or raise a complaint via the app immediately.
07COMPLIANCE

7. Policy Review & FIU-IND Reporting

FIU-IND Registration & Reporting Giftm is registered with and reports to the Financial Intelligence Unit — India (FIU-IND) as required under the Prevention of Money Laundering Act, 2002 (PMLA). Giftm is required to file Cash Transaction Reports (CTRs) and Suspicious Transaction Reports (STRs) with FIU-IND as per applicable thresholds. Users involved in such reporting will not be notified, as notification is prohibited under applicable law.

This Policy will be reviewed annually or earlier in case of:

  • Regulatory changes or direction from RBI or any applicable authority
  • Significant business changes affecting service delivery
  • Material updates to the DPDPA framework or IT Rules

Any revisions will be published at www.giftm.in/grievance-policy and communicated to relevant stakeholders.