Grievance Redressal Policy

Effective date and last updated: 6 October 2026 · Applies to: NxtBanking (a product of Laraware Private Limited), its websites, APIs, dashboards and partner platforms.

1. Purpose

NxtBanking is committed to fair, prompt and transparent handling of complaints. This policy sets out how customers, retailers, distributors and business partners can raise a grievance about our Services, how it is handled, the timelines we follow and how to escalate. It supports the complaint-handling requirements that apply to BBPS, AEPS and other payment services under NPCI and RBI directions.

NxtBanking is a software and API infrastructure provider. Where a service involves a regulated activity (for example BBPS bill payments, AEPS cash withdrawal, money transfer or prepaid recharge), that activity is carried out by the licensed or authorised entity concerned (such as a Bharat Bill Payment Operating Unit, a sponsor bank, a Payment Aggregator or a payment system operator) under its own licence and rules. NxtBanking does not hold customer funds as a bank, does not issue payment instruments and does not claim any licence or authorisation that it has not been granted.

2. What is a complaint

A complaint is any expression of dissatisfaction about our Services, including failed, delayed, duplicate or incorrect transactions, refund not received, service not delivered, unauthorised transactions, charges or commissions, misbehaviour, data or privacy concerns and technical issues.

3. How to file a complaint

Please include your name, registered mobile number or email, transaction ID, date, amount, a short description and any screenshots or receipts.

3A. Where to complain first

For a transaction done through a retailer, distributor or white-label brand, contact that business first. For BBPS bill payments, a complaint can also be raised on the Bharat BillPay channel through which the payment was made. If the matter is not resolved, it comes to us for escalation.

4. Handling process and timelines

If a complaint takes longer, we will tell you the reason and the expected date.

5. Escalation matrix

Each level will state in writing the outcome and the reasons.

6. Grievance Officer

The Grievance Officer is a designated senior officer of Laraware Private Limited. The officer reviews unresolved complaints, ensures timelines are met, and reports complaint trends to the management. Address: B-2/64, Vibhutikhand, Gomtinagar, Lucknow, Uttar Pradesh 226010, India. Email: legalteam@laraware.com.

7. External remedies

If the complaint is not resolved within 30 days, or you are not satisfied with the reply, you may approach:

• The RBI Integrated Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021, at https://cms.rbi.org.in, for complaints about regulated entities such as banks and payment system participants.
• The NPCI dispute resolution channels, for complaints about NPCI-run systems such as BBPS and AEPS, through the entity that processed your transaction.
• Consumer forums under the Consumer Protection Act, 2019.
• The Data Protection Board of India for personal-data complaints, once operational.
• The National Cyber Crime Reporting Portal (https://cybercrime.gov.in) or helpline 1930 for online financial fraud. Report fraud immediately, because quick reporting improves the chances of recovery.

8. Complaint records and review

All complaints are recorded with the date, category, status and outcome. We review complaint data every month for root causes, and we use the findings to improve our services and controls. Records are kept for at least 5 years.

9. Our commitment

We will treat every complaint fairly, never penalise a customer for complaining, keep complainant information confidential and keep you informed until the matter is closed.

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