Grievance Redressal Policy

Effective Date: 12 August 2026

1. Our Commitment

At Rupymart, we believe that transparency, professional conduct and responsive customer support are essential elements of responsible financial services.

This Grievance Redressal Policy establishes a structured mechanism through which customers, individuals, clients and other stakeholders can raise complaints, concerns or service-related grievances.

Our objective is to ensure that grievances are:

• Received properly
• Recorded appropriately
• Reviewed objectively
• Handled confidentially
• Escalated when necessary
• Resolved within a reasonable period

2. Scope of the Policy

A grievance may relate to matters including:

• Credit score guidance
• Credit-profile assistance
• Debt collection or recovery communication
• Conduct of recovery personnel
• Loan underwriting support
• Incorrect or disputed information
• Personal data or privacy concerns
• Customer-service experience
• Unauthorized communication
• Misrepresentation
• Service charges
• Delay in service
• Documents submitted to Rupymart
• Other Rupymart-related services

3. Principles of Grievance Handling

Rupymart seeks to handle complaints according to the following principles:

Fairness

Complaints should be reviewed objectively without discrimination or retaliation.

Accessibility

Customers should have a clear method for contacting Rupymart.

Confidentiality

Information relating to complaints should be accessed only by persons reasonably required to handle the matter.

Transparency

Where possible, customers should receive information regarding the status or outcome of their complaint.

Professional Conduct

Complainants should be treated respectfully throughout the grievance process.

Accountability

Complaints involving potential misconduct or process failures should be appropriately reviewed and escalated.

4. How to Submit a Complaint

Complaints may be sent to:

5. Information to Include in a Complaint

To enable us to review a complaint efficiently, the complainant should preferably provide:

• Full name
• Registered mobile number, where applicable
• Email address
• Relevant customer/application/reference number, if available
• Nature of the complaint
• Date of the relevant transaction or communication
• Brief description of the issue
• Relevant supporting documents or screenshots
• Details of any previous communication with Rupymart
• Expected resolution, where appropriate

Customers should avoid unnecessarily sending complete passwords, PINs, OTPs or other authentication credentials.

6. Level 1 – Customer Support

The first level of grievance handling will be through the Rupymart Customer Support & Grievance Desk. Email: contactus@rupymart.com.

Rupymart should endeavour to acknowledge a properly received grievance within a reasonable period, ordinarily within 2 business days. The complaint will then be reviewed by the relevant team. Where additional information is required, the complainant may be contacted. Rupymart will endeavour to resolve ordinary complaints as promptly as reasonably possible.

7. Level 2 – Grievance Redressal Officer

If a complainant:

• Is not satisfied with the Level 1 response;
• Believes the complaint has not been adequately addressed; or
• Does not receive a response within the communicated resolution period,

the complaint may be escalated to the Grievance Redressal Officer.

The subject line should preferably mention: "Escalation – Grievance – [Reference Number]"

8. Resolution Timeline

Rupymart will endeavour to resolve complaints as early as reasonably practicable depending on the nature and complexity of the matter. Where a complaint requires:

• Third-party confirmation
• Client/lender clarification
• Document verification
• Internal investigation
• Legal review

additional time may be required. As a general service standard, Rupymart should endeavour to provide a final response or meaningful update within 30 days of receiving a complete complaint.

9. Complaints Relating to Debt Collection

Rupymart expects recovery-related interactions performed by or on behalf of it to remain professional and respectful. A customer may immediately raise a grievance regarding alleged:

• Harassment
• Threatening behaviour
• Abusive language
• Excessive or inappropriate communication
• Misrepresentation
• Unauthorized disclosure of debt information
• Improper contact with unrelated third parties
• Collection activity inconsistent with applicable requirements or client instructions

Such complaints should be appropriately prioritized and reviewed. RBI guidance for regulated lenders expressly emphasizes that recovery agents should be trained to deal with borrowers with care and sensitivity, including around calling hours and customer privacy, and that banks should maintain grievance mechanisms for recovery issues.

10. Complaints Relating to Credit Information

Where a complaint relates to information contained in a credit report or maintained by a credit information company, Rupymart may assist in identifying the issue or guiding the customer regarding appropriate steps. However, Rupymart cannot independently alter records controlled by a lender or credit information company. Any final correction remains subject to verification and the applicable process of the organization maintaining the information.

11. Complaints Relating to Loan Underwriting

Where Rupymart provides underwriting support to another financial institution, Rupymart may review complaints concerning its own processing or conduct. However, the final lending decision may remain with the concerned lender. Complaints concerning:

• Loan sanction
• Loan rejection
• Interest rate
• Loan agreement
• Disbursement
• Repayment terms
• Charges imposed by the lender

may therefore need to be addressed directly to the concerned regulated lender.

12. Complaints Where Rupymart Acts for a Financial Institution

Rupymart may, in certain assignments, perform services on behalf of a bank, NBFC, lender or other organization. Where the grievance concerns a decision or obligation belonging to that institution, Rupymart may:

• Record the grievance;
• Forward or escalate it to the concerned institution where appropriate; and
• Inform the complainant that the concerned institution's grievance mechanism may also be used.

Where applicable, customers may thereafter use any statutory or regulatory grievance mechanism available in relation to the concerned regulated institution. For digital-lending arrangements covered by RBI requirements, the RBI's 2025 directions provide for escalation through the regulated entity's grievance framework and, in qualifying cases, further regulatory complaint mechanisms if the complaint remains unresolved after the applicable period.

13. Privacy and Data Grievances

Complaints concerning:

• Unauthorized use of information
• Incorrect personal information
• Data access
• Data disclosure
• Marketing communication
• Data-security concerns
• Requests for correction or deletion where applicable

may be submitted to contactus@rupymart.com with the subject line "Privacy Grievance". Such grievances will be handled in accordance with Rupymart's Privacy Policy and applicable requirements.

14. Non-Retaliation

A customer should not be subjected to unfair treatment merely because they have raised a genuine complaint or requested review of a service issue. Fraudulent, threatening, abusive or deliberately misleading complaints may, however, be handled appropriately under applicable law.

15. Record Keeping

Rupymart may maintain appropriate records of complaints and their resolution for purposes including:

• Service improvement
• Compliance
• Internal review
• Audit
• Dispute resolution
• Investigation of misconduct
• Legal requirements

Such records will be handled subject to applicable privacy and confidentiality requirements.

16. Review of Grievance Mechanism

Rupymart may periodically review complaint trends to identify:

• Repeated customer concerns
• Process deficiencies
• Training requirements
• Compliance concerns
• Recovery-conduct issues
• Service-quality issues

Corrective measures may be implemented where appropriate.

17. Contact Information