RBI Master Directions • Ombudsman Aligned

Grievance Redressal Policy

Formal 3-Tier Escalation Matrix for Merchants and Payers

Commitment to Fair Dispute Resolution:

ClearFinTech (operated by MYRJ Business and Culture Promotion Private Limited) operates a transparent and accountable dispute resolution process in full alignment with the Reserve Bank of India (RBI) guidelines for Payment Aggregators. We ensure every complaint is assigned an immutable tracking ticket and investigated promptly.

Level 1 Escalation TAT: 24 - 48 Hours

Customer Support & Technical Helpdesk

For initial transaction queries, failed payments, missing UTR numbers, or merchant account assistance, please reach out to our Level 1 desk:

Email: support@clearfintech.in
Helpdesk Phone: +91 89492 31098 (Mon – Sat, 9:00 AM – 7:00 PM IST)
Online Desk: ClearFinTech Support Desk
Level 2 Escalation TAT: Up to 5 Business Days

Designated Grievance Redressal Officer

If your concern is not resolved within 48 hours or you are dissatisfied with the response from Level 1, you may escalate your ticket to our statutory Grievance Officer:

Officer Name: Mr. Vikramaditya Sen (Grievance Officer)
Company: MYRJ Business and Culture Promotion Private Limited (Product: ClearFinTech)
Office Address: 16-17, MAHAVEER HILLS, Hawa Magari, Sukher, GIRWA, Udaipur, Udaipur, Rajasthan, 313001
Direct Email: grievance@clearfintech.in
Direct Telephone: +91 89492 31098
Level 3 Escalation TAT: Up to 7 Business Days

Principal Nodal Officer

For unresolved grievances of high financial severity, institutional merchants can escalate directly to the Principal Nodal Officer:

Officer Name: Ms. Ananya Deshmukh (Principal Nodal Officer)
Corporate Email: nodal@clearfintech.in
Phone: +91 89492 31098

External Escalation: RBI Ombudsman Scheme

If a complaint remains unresolved for a period exceeding thirty (30) days from initial registration, or if the resolution provided by ClearFinTech is unacceptable to you, you have the right to approach the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme, 2021:

• Online Portal: https://cms.rbi.org.in
• Centralised Receipt and Processing Centre (CRPC): Reserve Bank of India, 4th Floor, Sector 17, Chandigarh, 160017
• Toll-Free Hotline: 14448 (9:30 AM to 5:15 PM)