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Merchant Grievance Redressal Policy

1. INTRODUCTION

Les Amis Private Limited ("EximPe"), a Payment Aggregator licensed by the Reserve Bank of India, has established this Merchant Grievance Redressal Policy ("Policy") for addressing complaints from merchant partners.

EximPe maintains separate grievance redressal policies for merchants and customers. This Policy complies with RBI's Guidelines on Regulation of Payment Aggregators and Payment Gateways and is available at www.eximpe.com.

Definitions:

  • Merchant: Any business registered with EximPe for payment aggregation services.
  • Working Day: Monday to Friday, excluding public holidays in Bangalore, Karnataka.
  • Cross-Border Transaction: Any payment involving different countries or currency conversion.

2. OBJECTIVE

To ensure fair, timely, and transparent resolution of merchant complaints related to EximPe's payment aggregation services, including cross-border payment issues.

3. REGISTERING A COMPLAINT

EximPe endeavours to resolve all complaints and grievances of its Merchants arising from payment aggregation services. For this purpose, EximPe has implemented a structured redressal mechanism.

Dedicated email IDs are designated as acceptable channels for merchants to raise complaints or support requests. These details, along with the escalation matrix and contact information, are shared during the onboarding process and included in the Merchant Agreement.

4. COMPLAINT PROCESSING

  • For every complaint received through any channel, a ticket (tracking number) will be generated and communicated to the Merchant for tracking and escalation.
  • Resolution timelines will be governed by the Service Level Agreements (SLAs) executed between EximPe and the Merchant.
  • A complaint will be registered upon receipt of appropriate details such as transaction reference number, description of issue, supporting documents, or logs, wherever applicable.
  • If adequate details are not provided, EximPe will reach out to the Merchant. If no response is received within 2 working days of EximPe’s request, the complaint may be considered closed.
  • Complaints may be escalated to the next level as per the escalation matrix shared during onboarding.
  • If the complaint is not related to EximPe’s systems or operations, the Merchant will be guided to the appropriate entity within the payments ecosystem.

5. RESOLUTION AND CLOSURE OF GRIEVANCES / COMPLAINTS

The standard resolution timeline is 30 Working Days from complaint registration. However, extended timelines may apply for:

  • Bank, card network, or correspondent bank dependencies
  • Cross-border regulatory or compliance issues
  • Payment network arbitration or chargeback processes
  • Technical development or customized solutions
  • Events beyond reasonable control

EximPe maintains detailed records of all grievances and resolutions in compliance with applicable laws and RBI regulations.

6. COMPLAINTS OUTSIDE POLICY SCOPE

EximPe cannot process complaints under the following conditions:

  • Anonymous complaints lacking sufficient details
  • Complaints received only via social media or unofficial channels
  • Matters where the Merchant is not directly or indirectly affected
  • Cases under judicial consideration or already adjudicated by courts
  • Complaints under investigation by law enforcement agencies
  • Third-party disputes unrelated to EximPe services
  • Commercial disputes between Merchant and their end customers

7. FORCE MAJEURE

EximPe shall not be held liable for delays or non-performance caused by circumstances beyond its control, including but not limited to natural disasters, pandemics, system failures, cyberattacks, wars, terrorism, strikes, government actions, payment network disruptions, foreign exchange restrictions, or correspondent banking issues.

8. RECORD KEEPING

EximPe maintains records of all merchant complaints, including submission details, resolutions, and closure timelines, in accordance with applicable laws and RBI guidelines.

9. CLASSIFICATION

This document is classified as Public.

10. POLICY REVIEW

The Board of Directors reviews this Policy at least annually and updates it to incorporate regulatory changes or operational improvements.

All changes are communicated to relevant stakeholders and published on the EximPe website for transparency.

© 2026 EximPe. All rights reserved.

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