Grievance Redressal & Customer Support Policy

Cashlo is committed to providing a structured mechanism for customers and merchants to raise complaints regarding services, transactions, privacy, payments, wallet funding, assisted cash transactions, device services, Quick Khata and other matters.

3.1 What Can Be Raised

Complaints may include failed or disputed transactions, wallet-credit issues, payment gateway issues, unauthorized activity, service errors, merchant-account issues, device/sound-speaker issues, data/privacy concerns, incorrect charges, loan-service facilitation concerns and other service-related complaints.

3.2 Complaint Submission

Users should submit a complaint through the customer-support/ grievance contact details displayed on the Cashlo website/application. The complaint should contain the user's name, registered mobile number, transaction/reference ID where applicable, date/time, amount, service, issue description and supporting evidence.

3.3 Grievance Officer / Nodal Contact

The designated grievance officer's name/designation should be added before publication.

3.4 Acknowledgement & Resolution

Complaints will be logged and investigated based on the information available. The company will endeavor to acknowledge and resolve complaints within applicable legal, regulatory, partner and internal service timelines. Where resolution depends on a bank, payment provider, biller, lending partner or other third party, the user may be informed that the matter is under partner investigation.

3.5 Escalation

If a complaint is not resolved satisfactorily through first-level support, the user may escalate it through the grievance contact designated by Cashlo. For regulated payment/banking/lending services, the applicable partner's escalation and regulatory complaint mechanisms may also apply.

3.6 Fraud & Security Complaints

Urgent suspected fraud or unauthorized transactions should be reported immediately through the available Cashlo support channel and, where relevant, to the user's bank/payment provider and appropriate authorities. Users should never share OTPs, PINs, passwords or confidential authentication credentials with support personnel.