Vay Network Services Private Limited  
Grievance Redressal Policy  
All Rights Reserved  
(Last updated on 10 April 2026)  
Introduction  
As a Payment Aggregator, the overall objective of Vay Network Services Private Limited  
(“Vayana”) is to provide the best customer experience to participants on our platforms. As a  
result, customer satisfaction and grievance redressal has been one of our core focus areas.  
The three key tenets of our Grievance Redressal Policy are:  
1. Fairness – All grievances shall be examined without any bias through a balanced  
approach. This examination and resulting resolution shall be ensured to occur in a  
timely and efficient manner.  
2. Empathy – During the course of issue resolution we will strive to understand the  
customer situation and feedback and at all points of the conversation, the  
communication shall be formal and polite.  
3. Transparency - The Company shall endeavour to make continuous efforts to educate  
its network participants to enable them to make informed decisions and therefore  
increase their awareness. Customer’s issues will be handled with immediacy as per the  
issue and feedback will be shared transparently. Moreover, in the case of any impedance  
to issue resolution, customers shall be fully informed of methods of escalation for their  
grievances.  
Type of Complaints  
Participant complaints, grievances, issues, queries, or feedbacks will be of following  
categories:  
1. Onboarding related  
2. Transactions related  
3. Process related  
4. Charges related  
5. Settlement related  
6. Access related  
7. MIS and Notifications related  
8. Status of raised issues  
9. Other issues  
Modes of complaint registration  
Touch points to report customer grievances - A customer has a choice to address a grievance  
through a preferred forum as per his/ her convenience. They include the following methods:  
1. Support Email – via an Email addressed to Vayana’s Customer Support ID –  
support.payments@vayana.com  
2. Letter – To our registered office address  
3. Visit / Direct Feedback – through a communication with company officials who is  
visiting the customer  
4. Support Number – 020-29702664  
5. Nodal officer:  
-
Rahul Khanna  
Shivkamal, 3rd floor,  
1076/5, Vidya Vihar Colony,  
Shivaji Nagar, Pune-411016,  
Maharashtra, India.  
Email: rahul.khanna@vayana.com  
-
Prabjot Budhraja  
Shivkamal, 3rd floor,  
1076/5, Vidya Vihar Colony,  
Shivaji Nagar, Pune-411016,  
Maharashtra, India.  
Email: prabjot.budhraja@vayana.com  
Escalation Matrix  
Level 1 Escalation: Registering a Complaint –  
• Customers are advised to submit comprehensive information regarding their complaints  
or grievances, including all relevant supporting documents. If a customer encounters any  
difficulty in filing a proper complaint, the Company will offer necessary assistance and  
guidance.  
• Once a complaint is submitted as outlined above, the customer will receive an  
acknowledgment via email within 24 hours of its receipt.  
• Vayana will send it response towards the resolution of the complaint within the time  
period specified:  
Access issues – T+0 working day  
Onboarding and transaction issues – within T+1 working days  
Reports, notifications, other queries – within T+3 working days  
• In case the complaint is not resolved or customer is not satisfied with the resolution he  
may escalate the complaint.  
Level 2 Escalation: Customer Complaints Officer  
• If the customer does not receive an adequate response within the stipulated timeframe  
after lodging a complaint, they may escalate the matter to the Company’s Customer  
Support Manager using the contact details provided below.  
Name: Rahul Khanna  
Email: rahul.khanna@vayana.com  
• The Customer Support Manager will provide a final response to the customer within 10  
business days of receiving the complaint. This response will either include the resolution  
or a notification indicating that additional time is needed to review the complaint, along  
with the reason for the extension.  
Level 3 Escalation: Nodal Officer  
• In the event that the customer does not receive a proper response, within the prescribed  
timelines of 10 business days of lodging the complaint, it may approach the ‘Nodal  
Officer’ of the Company, at the following contact details.  
Name: Prabjot Budhraja  
Address: Shivkamal, 3rd floor,  
1076/5, Vidya Vihar Colony,  
Shivaji Nagar, Pune-411016,  
Maharashtra, India  
Email: prabjot.budhraja@vayana.com  
Level 4 – RBI Ombudsman:  
•
If complaints have not been satisfactorily resolved at previous levels within 30 days, customers  
can reach out to the RBI ombudsman.  
Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/  
Toll-Free P. No: 14448  
Email ID: crpc@rbi.org.in  
Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th  
Floor, Sector 17, Chandigarh – 160017.