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Last Updated: 19-1-2026

This Grievance Redressal Policy outlines the mechanism for addressing complaints, disputes, and grievances raised by users and retailers of Insta2Pay, operated by ARUMATECH INFOTECH PRIVATE LIMITED (“Company”, “we”, “us”).

1. Objective

The objective of this policy is to:

  • Provide a transparent and efficient grievance redressal mechanism
  • Ensure timely resolution of user complaints
  • Comply with applicable regulatory and operational guidelines

2. Scope

This policy applies to all users, retailers, and partners availing services through www.insta2pay.com, including but not limited to:

  • BBPS bill payment services
  • Failed or pending transactions
  • Account, KYC, or service-related issues

3. How to Raise a Grievance

Users can raise grievances through the following channel:

📧 Email: info@insta2pay.com

While raising a complaint, users should provide:

  • Registered mobile number / email ID
  • Transaction reference number (if applicable)
  • Clear description of the issue

4. Grievance Handling Process

  • All grievances are acknowledged within a reasonable time
  • Complaints are reviewed and investigated by the designated support/compliance team
  • Resolution is provided based on verification, partner inputs, and applicable policies

5. Resolution Timeline

  • Transaction-related complaints: As per banking/biller timelines (generally 7–14 working days)
  • Other service-related grievances: Within a reasonable period, subject to verification

Delays caused by third-party service providers or banks are beyond Insta2Pay’s direct control.

6. Escalation

If a grievance is not resolved satisfactorily at the first level, users may request escalation by replying to the same email thread with additional details.

7. False or Misleading Complaints

Insta2Pay reserves the right to close complaints that are:

  • Incomplete
  • Misleading
  • Malicious or repetitive without valid grounds

8. Policy Updates

This policy may be updated from time to time. Continued use of services constitutes acceptance of the revised policy.