At Ishaanpay Private Limited, operating under the brand name IshaanPay, we are committed to addressing grievances in a fair, transparent, and timely manner.
This Grievance Policy explains how customers and merchants may raise concerns relating to transactions, service issues, refund-related matters, support experience, privacy-related issues, and other complaints connected with services made available through the IshaanPay Platform.
The purpose of this Policy is to provide a structured grievance-handling process that enables users to report service-related concerns, seek review of failed, pending, reversed, delayed, or disputed transactions, raise complaints regarding support or service delivery, and escalate unresolved issues through a defined internal process.
This Policy applies to both customers and merchants using the IshaanPay Platform. It covers grievances relating to:
IshaanPay acts as the first point of contact for grievance handling relating to services made available through the Platform.
Where a complaint relates to a partner-led or third-party service, IshaanPay will provide support directly and may coordinate with the relevant bank, biller, payment processor, merchant, travel partner, healthcare provider, or other service provider for review and resolution.
For certain complaints, final transactional or technical resolution may depend on the relevant third-party provider, service partner, or external system.
A grievance may be submitted through the following official support channels:
Support Chat: Available through the Platform
Email: support@ishaanpay.com
Phone: +91 9494929543
Support Hours: 24/7
To enable timely and efficient investigation, the complainant should provide relevant and accurate details including:
Incomplete, inaccurate, or insufficient information may delay grievance review or resolution.
Where a grievance is successfully received through IshaanPay's official support channels, IshaanPay will aim to acknowledge the complaint within 24 hours.
A grievance may be assigned an internal ticket number, support reference number, or complaint-tracking identifier for follow-up and escalation purposes.
Once a grievance is received, IshaanPay may review the complaint internally, verify transaction and service records, request additional information or supporting documents, assess the issue based on transaction status, service type, and available evidence, coordinate with the relevant merchant, biller, bank, payment processor, or other service partner, and communicate the outcome, update, or next action to the complainant.
Resolution timelines may vary depending on the nature of the complaint, completeness of the information provided, service category, partner dependency, transaction status, and provider-side verification requirements.
Refund-related grievances shall be handled in alignment with the Refund Policy. Where a refund is approved, IshaanPay will process or coordinate the refund in accordance with the applicable transaction flow, service category, provider confirmation, and the timelines stated in the Refund Policy.
Raising a grievance does not automatically guarantee refund approval. Refund treatment depends on the final verified transaction status and applicable service rules.
Privacy-related complaints, requests for correction of information, or concerns regarding personal data handling may also be submitted through the grievance channels listed in this Policy. Such complaints will be handled in alignment with the Privacy Policy and the applicable internal review process.
Complaints relating to bill payments, utility transactions, recharges, and similar digital payment services may involve payment-status verification, provider-side posting delays, complaint workflows, and receipt review.
Travel-related grievances may involve booking references, cancellation requests, refund coordination, status mismatch, amendment history, or partner-side confirmation. Travel services made available through IshaanPay are partner-led, and grievance handling may require coordination with the relevant authorized third-party partner.
Healthcare-related complaints may involve service confirmation, appointment references, payment disputes, provider-side rules, and refund or rescheduling support, depending on the service category.
If the complainant is not satisfied with the initial handling of the grievance, or if the matter requires higher-level review, the complaint may be escalated internally to the designated grievance officer.
Name: Joginipelli Mithun Chander Rao
Email: support@ishaanpay.com
Phone: +91 9494929543
Address: H.No: 13-1-69/A, Theegalaguttapally, Karimnagar, Telangana-505001, India
When raising a grievance, customers and merchants are expected to:
IshaanPay may update this Grievance Policy from time to time. The updated version will be published on the Platform with the revised effective date or last updated date. Continued use of the Platform after publication of the updated version constitutes acknowledgment of the revised Policy.