Customer Grievance Redressal Policy

The Card Company ("TCC") is committed to resolving all user complaints in a transparent, timely, and courteous manner, in full compliance with RBI, NPCI guidelines, and the Integrated Ombudsman Scheme 2021.

This policy aims to educate customers on available complaint channels, provide clear escalation procedures, and minimise escalations through seamless redressal mechanisms.

A complaint includes any expression of dissatisfaction regarding TCC services, including: failed or delayed transactions, unauthorised transactions, service disruptions, issues with rewards or gold coins, onboarding difficulties, and refund or chargeback disputes.

Before raising a complaint, users are encouraged to refer to the FAQ section within the app for self-help resolution.

To raise a complaint in-app: Open TCC App → My Profile → Help → Select the relevant transaction → View Details → Tap "Need Help" to initiate a chat with our support team.

Response Time: Instant. If a delay occurs due to external dependencies (such as bank processing times), you will receive a notification with an estimated resolution timeline.

If you are unsatisfied with the resolution provided at Level 1, you may escalate by writing to care@thecardcompany.in. Please include your registered mobile number, complaint details, and the Level 1 ticket reference number.

Response Time: Within 24 hours. Resolution Turnaround: Up to 15 working days.

If your complaint remains unresolved after Level 2, you may escalate to our Nodal Officer:

Name: Garima Agarwal Email: nodal@thecardcompany.in Response Time: Within 24 hours Resolution Turnaround: Up to 15 working days

The Nodal Officer will review your grievance independently. Resolution timelines may vary when third-party institutions are involved.

BBPOU Redressal: Disputes related to bill payments may be submitted via IndiaIdeas Com Limited (BillDesk) through the official Bharat Bill Payment System portal.

NPCI Redressal: At the end of a Level 1 chat session, tap "No" when asked if your query was resolved. TCC will raise the complaint with NPCI and provide you with a Ticket ID. You can track the status under View Tickets in the app. Alternatively, file directly at npci.org.in/register-a-complaint. Please note that TCC has no bearing on NPCI's resolution timelines.

RBI Ombudsman: Under the Integrated Ombudsman Scheme 2021, you may approach the RBI Ombudsman if: (a) TCC has rejected your complaint wholly or partly, or (b) you have not received a response within 30 days of raising the complaint. Customers must exhaust all previous escalation levels before approaching the RBI Ombudsman.

Failed Transactions: Auto-reversals as per RBI TAT guidelines (T+5 working days).

Refund Processing: 3–5 working days to the original payment method.

Other Complaints: Within 15 working days, with proactive updates in case of delays.

You will receive notifications regarding settlement timelines for ongoing refunds or chargebacks.

A dispute may arise when a customer claims a chargeback with their issuing bank for reasons such as: amount discrepancies, defective merchandise, fraudulent transactions, multiple charges, refund requests, undelivered items, or unauthorised transactions.

Customer Action: Contact the merchant directly via their website, referencing transaction details (date, amount, Order ID, and description).

Escalation: If the merchant does not respond within 3–5 working days, contact TCC at care@thecardcompany.in for mediation support.

This policy is reviewed annually to ensure continued compliance with RBI, NPCI, and applicable government regulations. Complaint records are maintained in accordance with KYC and AML requirements.

For additional information or to submit a complaint, visit: thecardcompany.in/contact-us