Grievance Redressal Policy
We are committed to providing excellent customer service and resolving any grievances promptly and fairly.
Overview
wigope is committed to providing transparent and efficient grievance redressal mechanisms in compliance with RBI guidelines. This policy outlines our approach to handling customer complaints and ensuring timely resolution of grievances.
Types of Grievances We Handle
Transaction Related
Failed transactions, incorrect charges, refund delays, settlement issues
Account Management
Account activation delays, KYC issues, access problems, dashboard issues
Technical Support
API integration issues, webhook problems, technical documentation
Billing & Charges
Incorrect billing, fee disputes, chargeback issues
Service Quality
Poor customer service, response delays, communication issues
Grievance Resolution Process
Submit Complaint
Contact our support team via email, phone, or through the merchant dashboard
Acknowledgment
Receive acknowledgment within 24 hours with a unique complaint reference number
Investigation
Our team investigates the issue and may request additional information if needed
Resolution
Issue resolved within 30 days with detailed explanation of the outcome
Escalation
If not resolved within 30 days, escalate to RBI Ombudsman or appropriate authority
Escalation Matrix
| Level | Contact | Timeline | Response Time |
|---|---|---|---|
| Level 1 | Customer Support | 0-7 days | 24 hours |
| Level 2 | Grievance Officer | 8-30 days | 48 hours |
| Level 3 | RBI Ombudsman | After 30 days | As per RBI guidelines |
How to Submit a Grievance
Send detailed complaint to:
info@wigope.comInclude: Reference number, transaction details, screenshots if applicable
Business Hours
Available: Monday-Saturday, 9:00 AM - 6:00 PM IST
Information Required for Grievance
- Your name and contact details
- Merchant ID or account number
- Transaction ID (if applicable)
- Date and time of the incident
- Detailed description of the issue
- Previous communication reference (if any)
- Supporting documents or screenshots
- Expected resolution
RBI Compliance
Our grievance redressal mechanism complies with RBI guidelines for payment system operators. We maintain records of all grievances and their resolution for regulatory reporting.
Important Note
If your grievance is not resolved within 30 days, you have the right to escalate the matter to the RBI Ombudsman for Digital Transactions or the appropriate regulatory authority.
Contact Information
Grievance Support Mail
Mail: info@wigope.com
Business Hours
Monday - Saturday
9:00 AM - 6:00 PM IST
For urgent matters outside business hours, please email us.
Policy Update
We reserve the right to modify these Privacy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our Services after such changes constitutes acceptance of the modified Terms.
Last Updated
These Terms of Service were last updated on 02 January 2026