Grievance Redressal Policy
Purpose & Scope
This Policy describes how Bridg Financial Technologies Pvt. Ltd. (“bridg.money”, “we”, “our” or “us”) receives, investigates, and resolves grievances related to its products, services, personnel, partners, or platform. It applies to prospective / on‑boarded merchants, end‑customers, website visitors, suppliers, contractors, employees, and the general public.
The framework is designed to meet or exceed:
- RBI Integrated Ombudsman Scheme 2021 & Payment Aggregator / Gateway Directions
- Information Technology Act 2000 & Intermediary Rules 2021 (15‑day disposal rule)
- Consumer Protection (E‑commerce) Rules 2020
- Industry best practice in grievance redressal adopted by regulated entities
- Industry best practice adopted by Razorpay, Cashfree, Paytm, etc
- Internal Bridg policies including BridgCollect (virtual accounts & UPI collections), BridgVerify / BridgOnboard (KYC/KYB & merchant onboarding tools), BridgPay and BridgRoute APIs
Zero Fees – bridg.money does not charge any fee at any stage of the grievance process.
Governance & Oversight
- The Board of Directors approves this Policy and reviews grievance dashboards quarterly.
- A Nodal & Compliance Officer is appointed to oversee implementation and ensure regulatory filings.
- The Board is responsible for ensuring adequate resources, independence, and authority for the grievance function.
Nodal & Compliance Officer:
Ms. Priya Sharma
Senior Compliance Manager
Email: compliance@bridg.money
Phone: +91 76765 12809
Address: WorkFlo Ranka Junction, Property No. 224, 3rd Floor, #80/3 Old Madras Road, Bengaluru 560016, India
Key Definitions
Complaint / Grievance: Written or verbal expression of dissatisfaction about any bridg.money product, service, process, employee, or partner.
Complainant: Person or entity lodging the grievance.
Dispute / Chargeback: Challenge raised against a transaction by a cardholder / customer through their issuing bank.
Working Day: Monday–Friday, 10 a.m.–6 p.m. IST (excluding Indian public holidays).
Typical Grievance Categories
- Failed or delayed payout / settlement
- Unauthorised or duplicate debit
- KYC / onboarding dispute
- Data‑privacy or confidentiality breach
- Chargeback, refund, or failed‑transaction issue
- Misconduct by bridg.money personnel or partners
- Policy or process non‑compliance
How to Lodge a Complaint
- Web Form: https://www.bridg.money/support — auto‑generates a ticket & reference ID
- Email: support@bridg.money
- Phone: +91 76765 12809 (10 a.m.–6 p.m., Mon–Fri)
- Post / Courier: Grievance Desk, Bridg Financial Technologies Pvt. Ltd., WorkFlo Ranka Junction, Property No. 224, 3rd Floor, #80/3 Old Madras Road, Bengaluru 560016, India
- In‑Person: By prior appointment at the corporate office
- Acknowledgement: Reference ID emailed within 24–48 hours.
- Track Status: Self‑service portal:https://www.bridg.money/support/status
Escalation Matrix & Timelines
L1 – Customer Success
Email: support@bridg.money
First Response: ≤ 2 working days
Resolution SLA: ≤ 10 working days
L2 – Grievance Officer
Email: grievance@bridg.money
First Response: ≤ 3 working days
Resolution SLA: ≤ 15 calendar days (IT Act cap)
L3 – Nodal & Compliance Officer
Email: compliance@bridg.money
First Response: ≤ 5 working days
Resolution SLA: ≤ 30 working days
L4 – RBI Integrated Ombudsman
Portal: https://cms.rbi.org.in or toll‑free 14448
Resolution as per RBI timelines
If additional time is required, an interim update with reasons and expected closure date will be provided. For IT Act matters, total disposal will never exceed 15 calendar days. At each escalation stage, the complainant will be informed of next‑level options if resolution is unsatisfactory.
Ombudsman Eligibility: Escalate after 30 calendar days of first filing and within 1 year + 30 days of that filing.
Dispute, Chargeback, Refund & Failed‑Transaction Handling
Chargebacks: bridg.money notifies merchants of disputes and assists in gathering evidence. If the merchant accepts or fails to contest within network timelines, the amount is permanently debited.
Refunds: Merchants may initiate refunds routed back through bridg.money’s escrow account; typical bank credit timeline is 5–7 working days (may vary by network).
Failed Transactions: Reversals are processed within the RBI‑prescribed TAT for the relevant payment mode. Refunds and reversals also comply with NPCI / Visa / Mastercard / RuPay timelines. Compensation is paid to customers where delays exceed TAT.
Compensation: Legitimate monetary losses from unauthorised debits or operational errors are reversed or compensated, in line with RBI’s electronic‑transaction liability framework.
Merchant Responsibility: Merchants remain responsible for resolving disputes relating to goods/services; bridg.money facilitates financial redressal only.
Fraud Alerts & Law‑Enforcement Cooperation
Upon receiving alerts from Law‑Enforcement Agencies (LEA) via NCRP portal or other authorised channels, bridg.money will:
- Freeze or monitor suspected transactions.
- Assist LEA with evidence, subject to legal and privacy requirements.
- Adhere to directions for fund recovery or merchant suspension.
Accessibility & Language Support
Support is available in English, Hindi, and Kannada. Alternative formats (large‑print / screen‑reader‑friendly) are provided upon request.
Record‑Keeping & Review
- Grievance records are retained for ≥ 5 years post‑closure.
- Quarterly dashboards & root‑cause analyses are reviewed by senior management and the Board.
- Annual policy review, or earlier if mandated by law/regulator.
- Public disclosure: Aggregate grievance statistics (volume, resolution, TAT) will be published annually on our website.
Confidentiality & Data Protection
Personal data is processed as per our Privacy Policy and protected by technical/organisational safeguards. Exceptions to confidentiality apply only when disclosure is
(a) compelled by law.
(b) in the public interest, or
(c) essential to protect bridg.money’s rights.
Regulatory Reporting & Public Disclosure
- Nodal Officer details and this Policy are displayed prominently on https://www.bridg.money.
- bridg.money submits periodic grievance reports to RBI and any other regulators, as required.
Policy Updates
Material amendments are posted on the website 15 days before they take effect.