1. Introduction

This Grievance Redressal Policy (“Policy”) outlines the process for resolving concerns, complaints, and grievances raised by users of Bofin.tech, a product of JANGRAS PRIVATE LIMITED (Jangras Corporation). Our objective is to provide transparent, fair, and timely resolution for all user issues.

2. Purpose of the Policy

The purpose of this Policy is to:

• Ensure customers have a formal channel to raise complaints
• Provide a structured grievance handling mechanism
• Ensure timely acknowledgment and resolution of issues
• Strengthen customer trust and transparency

3. Scope

This Policy applies to all users, clients, businesses, developers, and partners who use any Bofin services, including payment APIs, digital banking modules, embedded finance solutions, switching infrastructure, or any technology provided by us.

4. What Issues You Can Report

Users may raise grievances related to:

• Service issues, delays, or uptime problems
• Incorrect or missing transactions
• API or integration difficulties
• Unresolved onboarding/KYC concerns
• Data privacy or security-related issues
• Any form of misconduct or service deviation

5. How to Raise a Grievance

Users can raise their complaints using the following official channels:

• Email: [email protected]
• Privacy/Data Issues: [email protected]
• Company: JANGRAS PRIVATE LIMITED (Jangras Corporation)

All complaints must include details such as name, contact information, description of the issue, date/time of incident, and any supporting evidence/logs.

6. Response & Resolution Timeline

Bofin follows a structured timeline to address grievances:

• Acknowledgment: Within 24–48 working hours
• Initial Assessment: Within 3–5 working days
• Resolution (Normal Cases): Within 7–10 working days
• Resolution (Complex Cases): May take up to 30 days with updates shared regularly

7. Escalation Matrix

If your issue is not resolved within the expected timeframe, you may escalate it:

• Level 1: [email protected]
• Level 2 (Compliance/Policy Issues): [email protected]
• Level 3 (Grievance Officer): [email protected]

8. Grievance Officer

In accordance with applicable law, the following officer is appointed as Bofin’s Grievance Officer:

• Name: AJAY JANGRA
• Email: [email protected]
• Address: JANGRAS PRIVATE LIMITED, [Official Address]

9. User Responsibilities

Users must ensure:

• The grievance submitted is clear, factual, and correct
• They cooperate during resolution process
• They do not misuse the grievance system for false claims

10. Policy Updates

Bofin may update or modify this Policy from time to time to comply with regulatory changes or enhance customer service standards. The updated version will be published on our website.

11. Contact

For grievances, support, legal concerns or follow-up:
Email: [email protected]
Company: JANGRAS PRIVATE LIMITED (Jangras Corporation)
Website: https://www.bofin.tech