Mahila Money Pvt. Ltd. (“Mahila Money”, “we”, “our” or “us”) has adopted this grievance redressal policy for addressing and resolving the grievances from users of services provided by Mahila Money. For grievances regarding specific products and/or services, please also refer to the terms and conditions of such product and/or service as made available on the Platform.

1. Definitions

   “Business Days” shall mean a day, which is not a Saturday, or Sunday or a bank holiday in Delhi NCR, India.

   “Business Hours” shall mean an 8 (eight) hour period from 9:30 a.m. to 5:30 p.m. on any Business Day.

   “Customer” means a user of any services and products provided via the Platform.

   “Grievance” includes any communication that expresses dissatisfaction, in respect of the conduct or any act of omission or commission or deficiency of service and in the nature of seeking a remedial action but does not include the following—

   1. complaints that are incomplete or not specific in nature;
   2. communications in the nature of offering suggestions;
   3. communications seeking guidance or explanation.

   “Grievance Redressal Policy” means this grievance redressal policy adopted and implemented by Mahila Money, as may be amended from time to time.

   “Mahila Money” means Mahila Money Pvt. Ltd., a company incorporated under the Companies Act, 2013.

   “Platform” shall mean Mahila Money application (currently available on the Google Play Store) and the Mahila Money website (currently available at www.mahila.money).




2. Objective

   The purpose of this Grievance Redressal Policy is to set forth the policies and procedures to be followed in receiving, handling and responding to any Grievance made by a Customer. The following are broad objectives for handling Grievances:

   1. all Customers fairly, and to conduct operations in accordance with prevailing regulatory and statutory requirements; and
   2. to put in place a structured system to ensure that grievances are redressed satisfactorily within the committed timeframe.




3. Registration of Grievance

   A Customer can register a Grievance:

   1. By emailing details of the Grievance at customercare@mahila.money; or
   2. By calling 8095171600.




4. Acknowledgment

   1. All Grievances received in the manner set out in Clause C above (i.e., by e-mail or through call) are acknowledged by a system generated response or via individual emails (to the extent possible).
   2. The Customer will be given a ticket bearing a reference number for all future communication around the particular Grievance.
   3. Mahila Money customer support will initiate action on the Grievance and where necessary contact the Customer for any additional details as may be necessary to address the Grievance.
   4. The Customer will be kept informed of the action taken, progress while redressing the Grievance, and/or, the reasons for delay if any, in redressing any Grievance.
   5. The Customer will also be informed via e-mail about any follow-up action and turnaround times for Grievance resolution.




5. Resolution of Grievance

   1. All Grievances received are resolved within the timelines set out in Clause H below.
   2. In case any Grievance takes more than the specified resolution time, the Customers are:
   1. intimated accordingly; and
   2. kept updated on the progress or status of the Grievance on a periodic basis until the Grievance is resolved.




6. Grievance Redressal Officer of Mahila Money

   In case the Grievance is not redressed by customer support within the timeline as mentioned in Clause H or the Customer is dissatisfied with the response, the Customer may appeal to the Grievance Redressal Officer at the details mentioned below.

   Name	Contact Number	Email
   Nipun Ashokkumar Parikh	7291977394	grievance.officer@mahila.money




7. Nodal Officer

   In the unlikely event the Grievance is not redressed by the Grievance Redressal Officer within the timeline as mentioned in Clause H or the Customer is dissatisfied with the response, the Customer may appeal to the Nodal Officer at the details mentioned below.

   Name	Contact Number	Email
   Madhujeet Kumar	7291977308	nodal.officer@mahila.money




8. Time Estimate

   Mahila Money endeavours to address all Grievances within the below mentioned timelines, except where an investigation is involved in resolving the same:

   1. Level 1 - Customer support

      Response to a Customer’s query / concern	48 Business Hours
      Follow-up queries	2 Business Days
      Customer grievances resolution process	15 Business Days

   
   
   2. Level 2 - Grievance Redressal Officer
      

      Response to a Customer’s query / concern	48 Business Hours
      Further response	5 Business Days

   
   
   3. Level 2 - Nodal Officer
      

      Response to a Customer’s query / concern	48 Business Hours
      Further response	5 Business Days




9. Grievance redressal mechanism of Capital Trade Links Limited (“CTL”)

   Customers with a Grievance related to the loan product offered by CTL and which may be applied for via the Platform, may also send in their Grievance to CTL by accessing: https://www.capitaltrade.in/Code_of_Conduct.php or contacting:

   Capital Trade Links Grievance Officer
   Ms.Tarsem Singh
   Capital Trade Links Limited
   Address: Office No. 1, 3rd Floor, Mahalaxmi Metro Tower,
   C-1, C-2, Sector-4 Vaishali,Ghaziabad-201010
   Phone: +91-8146592004
   Email: complaintredressal@capitaltrust.in
   Website: https://www.capitaltrade.in/index.php




10. Grievance redressal mechanism of Ekagrata Finance Private Limited (“Ekagrata”)

    Customers with a Grievance related to the loan product offered by Ekagrata and which may be applied for via the Platform, may also send in their Grievance to Ekagrata as follows:

    Ekagrata Finance Grievance Officer
    Mrs. Asha Daniel
    Ekagrata Finance Private Limited
    Address: Nova Miller, 333. Thimmiah Road, Vasanth Nagar, Bangalore – 560052
    Email: grievance@ekagratafinance.com
    Phone: 080-47185299
    Website: https://www.ekagratafinance.com




11. Grievance redressal mechanism of DMI Finance Private Limited (“DMI”)

    Customers with a Grievance related to the loan product offered by DMI and which may be applied for via the Platform, may also send in their Grievance to DMI as follows:

    DMI Finance Grievance Officer
    Mr. Ashish Sarin
    DMI Finance Private Limited
    Address: Express Building, 3rd Floor, 9-10, Bahadur Shah Zafar Marg, New Delhi-110002
    Email: head.services@dmifinance.in / grievance@dmifinance.in
    Phone: 011-41204444
    Website: https://www.dmifinance.in




12. Grievance redressal mechanism of Indiumplus Financial Services Private Limited (“Indium”)

    Customers with a Grievance related to the loan product offered by Indium and which may be applied for via the Platform, may also send in their Grievance to IndiumI as follows:

    Indiumplus Finance Grievance Officer
    Mr. KE Narayanan
    Address: Workved, Trade World, D Wing, 4th Floor, Kamala Mills, Senapati Bapat Road, Lower Parel, Mumbai 400013
    Email: narayanan@indiumfinance.com
    Phone: 8657963901
    Website: https://www.indiumfinance.com




13. Closure of Grievance

    Every Grievance shall be disposed of within a period of 30 (thirty) Business Days of its receipt and a final reply sent to the Customer, containing details of resolution or rejection of the Grievance.