GRIEVANCE REDRESSAL POLICY

OF

PAYU INDIA INNOVATIONS PRIVATE LIMITED

1 - Background

1.1 PayU India Innovations Private Limited (“PayU Innovations”), inter-alia, offers wide range of technology-based solutions and tools using which a merchant can (a) design, create, manage and promote its online presence and its business (“WebStore”); (b) create, customize & manage such WebStore for various offerings; (c) add, access, manage and maintain a catalogue of products and/or services and present said catalogue on the internet through WebStore offering such products and/or services to its customers; (d) engage in the selling of services, physical, and downloadable goods over the internet through the WebStore; (e) manage products, inventory, fulfilment, shipping, business operations, marketing and advertising, and engage with existing and potential customers; (f) customized its WebStore pages, including custom microsites with merchant branding, data-collection forms; and (g) such other related activity that maybe related to the merchant’s online presence (“Merchant’s E-Commerce Activity”).

1.2 PayU Innovations acts as a technology service provider facilitating and enabling its business customers (“Merchants”) with necessary technology solutions and capability to host, run and manage Merchant’s E-Commerce Activity to offer various products and/or services offered by the Merchants to the end users ("Consumer") through Webstore. The technology solutions, tools and services offered by PayU Innovations to its Merchant for carrying out Merchant’s E-Commerce Activity includes: (a) standard offerings and tools which are more specifically mentioned at https://pages.payuinnovations.in/webfront-services-tncs; and (b) customized technology solutions catering to the tailor-made requirements of the Merchants which may be mutually agreed between PayU Innovations and the Merchant from time to time, which are collectively referred to as “Webfront Services”.

1.3 The Webfront Service offered by PayU Innovations are in nature of technology solutions and tools enabling the Merchant to have an online presence through Webstore and offering of the Webfront Services to the Merchants shall in no manner be construed as services to qualify as offering of a “e-commerce market place” acting in capacity of “marketplace e-commerce entity” or “inventory based market place” acting in capacity of an “inventory e-commerce entity” as defined in Consumer Protection Act, 2019 read with the Consumer Protection (E-Commerce) Rules 2020.

2 - Values and Aims

2.1 PayU Innovations values and aims to assure a transparent approach towards resolution of grievances of Consumers and has to that end formulated and implemented this CGR Policy. While PayU Innovations continues to aim to minimizing instances of grievances, this customer grievance redressal policy of PayU Innovations ("CGR Policy"), which has been approved by the board of directors of PayU Innovations, seeks to create a channelized approach, review mechanism and prompt redressal of grievances of Consumers in a timely manner.

3.1 This CGR Policy outlines a structured grievance redressal mechanism available to the Customers for raising their grievances to PayU Innovations in relation to PayU Innovation’s Webfront Services and the manner in which PayU Innovations shall or shall attempt to redress such grievances.

3.2 The Customers understands that Merchant while carrying out Merchant’s E-Commerce Activity may be required to comply with Applicable Laws and all obligations and compliance requirements in relation to offering of Merchant Webstore and Merchant’s E-Commerce Activity shall be sole and independent responsibility of the Merchants. This may require, including without limitation, Merchants to have their own customer grievances policy, return & return policy, privacy policy etc. as may be required to be adopted from time to time as per the Applicable Laws. For the purposes of this CGR Policy, “Applicable Laws” means all applicable laws, statutes, enactments, acts of central or state legislature, ordinances, rules, regulations, notifications, guidelines, directions, directives, policies, circulars, decisions, judgments, orders and any other pronouncements issued in accordance with the RBI master directions or any other law applicable to India or any part thereof by any central, state, local or other governmental, administrative or regulatory authority exercising executive, legislative, judicial, regulatory or administrative functions, and courts; and shall include the Consumer Protection Act, 2019 read with the Consumer Protection (E-Commerce) Rules 2020, as maybe amended and the Information Technology Act, 2000 read with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as maybe amended;

3 - Scope and Applicability

4 - Key Features

4.1 The grievance redressal process of PayU Innovations as outlined in this CGR Policy aims to:4.1.1be well defined and publicly disclosed, and be comprehensive;4.1.2be clearly and easily accessible through one or more channels to Customers;4.1.3have provisions for resolution of grievances within the timelines specified in the CGR Policy at each stage of resolution;4.1.4provide to Customer the facility to keep track of the grievance throughout the resolution process; and4.1.5and have a well-defined escalation matrix with level I escalation being pre-requisite to level II and level III.

[End of Customer Grievance Redressal Policy of PayU India Innovations Private Limited.]

5 - Team Sensitization on handling complaints

5.1 PayU Innovation’s Customer support team undergoes training as may be necessary to ensure that Customers’ queries and grievances are handled in an appropriate manner. The support team is encouraged to work in a manner which helps PayU Innovations in offering effective and efficient resolution which in turn builds the trust and confidence of the Customers.

6 - Updating of grievance redressal mechanism

6.1 At PayU Innovations, the Customer experience is one of our priorities. The Customer experience is constantly analysed and remedial measures suitably implemented on the basis of grievances received from Customers. Therefore, a mechanism is sought to be initiated for analysis and requisite action at the grass root levels towards rectification of any recurring concerns or grievances that may be identified. This helps in improving the overall quality of the service levels on a continuous basis and allows PayU Innovations to remain Customer centric in its operations.

7 - Complaint Resolution and Escalation Matrix

17.1Since Customer experience is one of the priorities, at PayU Innovations, significant emphasis is sought to be laid on Customer feedback or grievances. The grievance redressal mechanism of PayU Innovations as elaborated in this CGR Policy is based on the following escalation matrix:

Level I: Point of Contact: E-mail Grievance System

Details: Through the email address as made available on the ‘contact us’ page on care@payuinnovations.in

Resolution Timeline: 6 business days from the date of raising a ticket

Level II: Point of Contact: Customer Care Head

Details: Customer Care Head, PayU India Innovations Private Limited, 9th floor, Bestech Business Tower, Sohna Road, Sector 48, Gurgaon -122002, Haryana, India,

Email address: carehead@payuinnovations.in

Resolution Timeline: 5 business days from the date of escalation to Level II

Level III: Point of Contact: Grievance Officer

Details: Grievance Officer, PayU India Innovations Private Limited, 9th floor, Bestech Business Tower, Sohna Road, Sector 48, Gurgaon -122002, Haryana, India,

Email address: sunny.saini@payuinnovations.in

Resolution Timeline: 4 business days from date of escalation to Level III

7.2 Customers are advised to exhaust the remedy at the numerically preceding level before escalating to a numerically higher level.

8 - Grievance Redressal Mechanism

8.1 The Customers will be able to file a variety of complaints (against PayU Innovations) and PayU Innovations’ internal processes will categorize the complaints and deal with them appropriately and transparently.

8.2 In case a Grievance is not addressable by PayU Innovations or does not relate to any error at PayU Innovations’ end, the Customer will be suitably informed and guided to the appropriate party/Merchant in the ecosystem.

8.3 The Customer will receive a ticket containing a grievance tracking number for tracking the status of the complaint.

8.4 The Customer will also be provided the facility to track the status of the grievance across the channels that are implemented.

8.5 For grievances relating to Merchants, product liability, delivery, fraud claims (i.e., matters beyond the scope of PayU Innovations Webfront Services) the Customers will be directed to the relevant Merchants for appropriate action.

Level - I

8.6 The Customer will be provided with one or more channels for lodging disputes and grievances through email address as made available on the ‘contact us’ page of care@payuinnovations.in and will receive a ticket containing a grievance tracking number for tracking the status of the complaint. The Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint.

8.7 A ticket will be created for every complaint lodged and will get communicated to the Customer after lodgement. Such ticket will also have a grievance tracking number to be resolved within the timelines as defined in this CGR Policy, that is six (6) business days.

8.8 The Customer will also be provided the facility to track the status of the Grievance across the channels that are implemented. The Customer will be provided with the option to escalate the complaint to the next level within PayU Innovations as indicated below in case the Customer does not receive a resolution.Level - II

8.9 The Customer can escalate the Grievance to the Customer Care head as below:

Customer Care Head – PayU Innovations

PayU India Innovations Private Limited

9th floor, Bestech Business Tower, Sohna road, Sector 48, Gurgaon -122002, Haryana, India

Email address: carehead@payuinnovations.in

8.10 The Customer has to provide the following details:

• Grievance tracking number or ticket, if any, issued by PayU Innovations.

• Name of Merchant.•Contact details of the Customer.

• Date of first lodging the complaint with the PayU Innovations.

• Response provided by PayU Innovations at Level I.

• Description of Grievance.

• Any additional details that the Customer may want to provide.

8.11 All complaints received will be acknowledged at the earliest, the unique grievance tracking number issued at Level I should be validated/tagged at Level II and resolved within the timelines as defined in this CGR Policy, that is, five (5) business days.

8.12 Customers will be provided with the option to escalate the complaint to the next level as indicated below.Level – III

8.13 The Customer can escalate the Grievance to the Grievance Officer as below:

Mr. Sunny Saini

Grievance Officer, PayU India Innovations Private Limited

9th floor, Bestech Business Tower, Sohna road, Sector 48, Gurgaon -122002, Haryana, India

Email address: sunny.saini@payuinnovations.in

Customer Care Email: care@payuinnovations.in

Call: 0124-6624810

8.14 The Customer has to provide the following details:

• Grievance tracking number or ticket, if any, issued by PayU Innovations.

• Name of Merchant.

• Contact details of the Customer.

• Date of first lodging the complaint with PayU Innovations.

• Response provided by PayU Innovations at Level I.

• Response provided by the Customer Care Head at Level II.

• Description of Grievance.

• Any additional details that the Customer may want to provide.

8.15 All complaints received should be acknowledged at the earliest, the unique grievance tracking number issued at Level I should be validated/tagged at level III and resolved within the timelines as defined in this CGR Policy, that is, four (4) business days.

9 - Disclaimer

9.1 PayU Innovations shall not be liable for any failure or delay in its performance under the CGR Policy caused by force majeure events such as acts of God, acts of civil or military authorities, fires, epidemics, pandemics, floods, earthquakes, riots, sabotage or destruction of production facilities, systems failure, technical mishaps, strikes, work stoppages, or any disputes such as industrial disputes.9.2PayU Innovations shall not be responsible for the operation of the Merchant Webstore, including any and all the Merchant Webstore Content, details of the product listed on the Merchant Webstore and all aspects of any transactions entered into between Merchant and the Customer(s); and all such liability in this respect shall vest with the Merchant and the Customer would be required to take it up independently with the Merchant.

Mr. Sunny Saini,

Grievance Officer, PayU India Innovations Private Limited

9th Floor, Bestech Business Tower,Sohna Road, Sector 48,Gurgaon -122 002, Haryana, India

Email: sunny.saini@payuinnovations.in

Customer Care Email: care@payuinnovations.in

Call: 0124-6624810