WaqtMoney is committed to providing transparent, fair, and efficient financial services to all its customers. As part of our customer-first approach, we have established a structured Grievance Redressal Mechanism to address any concerns, complaints, or issues faced by users.

This policy applies to all users of the WaqtMoney platform, including our website and mobile applications. We ensure that all grievances are handled promptly, fairly, and in accordance with applicable laws and regulatory guidelines.

Our grievance framework is designed to ensure that customer complaints are resolved at the earliest possible stage and escalated appropriately when required. Regular monitoring and internal reviews are conducted to improve the effectiveness of this mechanism.

WaqtMoney has appointed a dedicated Grievance Redressal Officer (GRO) who is responsible for overseeing the entire grievance handling process. The GRO ensures timely resolution of escalated complaints and maintains the efficiency of the grievance redressal system.

Customers are encouraged to follow the escalation matrix mentioned below to ensure quick and proper resolution of their concerns.

For any complaints or queries, customers can directly reach out to our customer support team through the following channels:

Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

If your complaint is not resolved within 15 days or you are not satisfied with the response, you may escalate the matter to the Grievance Redressal Officer.

If the complaint is still unresolved within 21 days or if you are not satisfied with the resolution provided, you may escalate the issue to the Internal Ombudsman.

At WaqtMoney, we are dedicated to resolving all customer concerns in a timely and transparent manner. We continuously improve our processes to enhance customer satisfaction and ensure a seamless experience.

We value your trust and are committed to addressing your concerns with fairness, professionalism, and efficiency at every level.