Nehat Tech Solutions Private Limited’s Grievance Redressal & Merchant On-Boarding Policy
A. Grievance Redressal Policy
Nehat Tech Solutions Private Limited as a technology focussed and service-oriented organization considers customer service and customer satisfaction both as prime concern. The Company believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing clientele base.
It aims to minimize the instances and recurrences of Customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of Customer’s complaints and grievances. The review mechanism would help in identifying shortcomings in product features and service delivery to satisfy the customer.
1.Grievance Redressal Mechanism:
The objective of our Grievance policy is to ensure that:
● All customers are treated fairly and without bias at all times
● All issues raised by customers are dealt with courtesy and resolved on time
● Customers are made completely aware of their rights so that they can opt for
alternative remedies if they are
Customers mean and include Merchants and Vendors.
● Complaint / Grievance- A complaint is a communication alleging deficiency in
service and seeking relief by the customer for a service deficiency.
● Turn Around Time (TAT) – Timeline to resolve the issue,
● Escalation Levels will mean the three level ( Level 1, Level 2 and Level 3)
process for redressing Customer grievance
2. Grievance Filling Mechanism:
Modes available to the User for registering a complaint with us:
● Customer support/ Helpline no.– Customers can reach out to our customer support on our helpline no.+91 85304 90475 available 12x6.
● Email – Customers can choose to send their complaint via email to [email protected]
● Letter (via courier)– Customers can choose to submit their complaint/grievance or feedback in writing, in person/via mail to the office address displayed at the website.
3. Grievance Escalation Matrix:
Nehat Tech Solutions Private Limited has formulated an Escalation Matrix to ensure that Customer complaints/ grievances are routed and addressed in a proper and reasonable manner within the organization.
The Customer is requested to read and understand the below escalation matrix to ensure timely redressal of their grievances.
Level | Responsible Person | Modes Available | Estimated TAT for Resolution |
Level 1 | Customer Support Executive |
| Within 3 business days from the date of receipt of complaint |
Level 2 | Customer Support Team Manager |
| Within 7 business days from the date of receipt of complaint |
Level 3 | Grievance Redressal Officer |
| Within 30 business days from the date of receipt of complaint |
Level 4 | Nodal Officer |
| Within 15 business days from the date of receipt of complaint |
Nehat Tech Solutions Private Limited ensures that complaints are disposed of within a period of thirty (30) business days of its receipt. The details of the resolution or rejection of the complaint will be shared, with reasons thereof in writing.
4. Review of Policy:
The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board.
The reviews will consider the following:
● Internal factors (changes in organizational structure or products /services offered)
● The overall performance of the grievance redressal mechanism, and
●The results of the audit/review, if any conducted during the year.
Any such updates/changes to this Policy will be approved by the Board and communicated to the relevant customers/staff/stakeholders.
B. Merchant On-Boarding Policy
1. Introduction:
Nehat Tech Solutions Private Limited (the 'Company' or 'our' or 'we' or 'us') has put in place this Merchant onboarding Policy (the 'Policy') to ensure adequate due diligence is performed on the Merchants that intend to avail the services of the Company.
The Policy is to be read in conjunction with the KYC AML CFT Policy adopted by the Company.
2. Definitions:
i. Merchant means individuals or legal entities with whom the Company has entered into a contract for the purpose of providing payment solutions.
ii. Officially Valid Document (OVD) means the passport, the driving license, proof of possession of Aadhaar number, the Voter's Identity Card issued by the Election Commission of India, job card issued by NREGA duly signed by an officer of the State Government and letter issued by the National Population Register containing details of name and address.
iii. Politically Exposed Persons (PEPs) means individuals who are or have been entrusted with prominent public functions in a foreign country e.g., Heads of States / Governments, senior politicians, senior government / judicial / military officers, senior executives of state-owned corporations, important political party officials, etc
iv. Equivalent e-document means an electronic equivalent of a document, issued by the issuing authority of such document with its valid digital signature including documents issued to the digital locker account of the customer as per rule 9 of the Information Technology (Preservation and Retention of Information by Intermediaries Providing Digital Locker Facilities) Rules, 2016.
3.Merchant Onboarding Process
The Company follows two onboarding processes viz. one for Merchants onboarded for the Company’s Spend Management Solutions and the other for Merchants onboarded for the Company’s Receivable/ Payment Collection Services. Both the processes are detailed below:
1. Merchant Onboarding Process in relation to Spend Management SolutionsMerchants interested in availing the Spend Management Solutions through the Company’s platform follow the below process:
Contract | The Merchants for Spend Management Solutions are either sourced through the banks or directly by the Company. In the event the Merchant is sourced through the bank, the Company enters into an agreement with the Merchant along with the respective bank. In other scenarios, the Company has a direct contractual agreement with the Merchant. These agreements are digitally signed, and the Terms and Conditions are accepted by the Merchant as part of the onboarding process. |
Registration | As part of due diligence, the Merchant is required to register on the Company’s platform by providing the below information / document: |
Adding Beneficiary | The admin user / maker of the Merchant can now add their beneficiaries to whom the payments need to be made. Such beneficiaries can be added in the below mentioned categories: |
Beneficiary Validation | In this stage, the beneficiary added by the Merchant for making vendor payments are checked for authenticity. The Company has tied up with entities providing such validation services. |
Beneficiary activation | Upon successful match, the Company shares the list of validated beneficiaries with the bank. The bank then activates the beneficiary for payment purposes. Payments cannot be disbursed to beneficiaries that are not activated at the nodal bank’s end. |
2. Merchant Onboarding Process in relation to Receivable/ Payment Collection:
The Company will ensure the proposed process flow for facilitating its Receivable/ Payment Collection Services for existing Merchants as well as new Merchants:
I.Merchant management
Merchant Onboarding will entail a three-step process during the life cycle of the Merchant and will comprise of the following steps therein:
II.Onboarding / registration
- Obtaining of the requisite details from the Merchant either physically or digitally through web/mobile interface (Refer to Annexure 1) along with the Merchant application form.
- Verification and scrutinization of the of the duly filled application form and the requisite documents by the onboarding team
- Undertaking of various checks such as background, negative business list, PEP, restricted business list (Refer to Annexure 2), UN sanctions list, etc. using the information and documents provided
- Granting of approval for onboarding of the Merchant by the Company upon satisfaction of checks and authenticity of the information / documents provided by the Merchant.
- Agreement of the terms and conditions between both the parties i.e., the Company and the Merchant, and finalization of the commercials by way of executing a Merchant agreement.
- Undertaking of the risk categorization of the Merchant onboarded (either low / medium / high category depending upon the type of business, any adverse / discouraging feedback etc.) post signing of the agreement
- Registration of the Merchant upon successful completion of all the above steps and sharing of the activation details / credentials for login.
III.Continuous monitoring
A registered Merchant will be continuously monitored and supervised by the Company in order to prevent any unlawful or malicious activity. Such evaluation and ongoing due diligence is typically based on risk categorization assigned to any Merchant or its business model, etc. and include checking the transaction history, refunds initiated, transaction volumes in line of business, transaction amount of the Merchant, scrutinizing the Merchant’s disputes, verifying Merchant URL from where the transactions are undertaken, detecting any spike in transactions, total chargebacks, monitoring the Merchant website for any unwarranted business, checking social media for any adverse comments on the Merchants, etc. These business rules for monitoring / identification vary depending on the risk category of the Merchant.
Based on the indications/ alerts received as part of the monitoring activity, risk categorisation of the Merchant may be changed from low to medium or medium to high as the case may be if there is a need. This will also follow up with obtaining additional documents/ information from the Merchant. In some cases, the Company may also decide to terminate the agreement with the Merchant.
4.Exit / termination process of the Merchant agreement
Termination of the agreement with the Merchant can be initiated by either of the parties
i.e., the Company or the Merchant upon giving prior notice to the other party. The eXit / termination process of the Merchant can occur in two scenarios:
- Termination requested by the Merchant
- Company chooses to terminate the Merchant
i.Termination requested by the Merchant
In case the Merchant wishes to culminate his contract with the Company, the same may be done by giving a notice to the Company. The Company assesses the account of the said Merchant and checks for any pending / outstanding dues. The Company also verifies any chargebacks / refunds pending on the Merchant’s account. Successful verification of the termination notice and the account of the Merchant will entail settlements of due with the Merchant and subsequent termination of the Merchant id.
ii.The Company chooses to terminate the Merchant
The Company at its own discretion can terminate the Merchant agreement with immediate effect in certain scenarios (listed below) and as deemed fit.
- Merchant has indulged in a fraudulent activity; or
- Merchant is involved in criminal or illegal activity; or
- Merchant has misused the platform for collecting payments for any illegal / prohibited goods.
5.Annexure 1
General Information:
- Personal details: Name, email id, phone number, address;
- Business details: Legal business name, registered address, business address, website address, constitution, etc.;
- Banking details: Bank Name and address, Type of account and account no. etc.
- Tech related information; •Financial information; and •Declarations; if any.
List of KYC documents:
Below listed are the set of documents collected from the merchant along with the application form:
INDIVIDUALS | |
ID Proof &Address Proof | ID PROOF – Certified copy of PAN mandatory Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Bank Letter / Cancelled Cheque | Cancelled Cheque or Bank Statement |
For Professional | For Doctors – Valid Registration Certificate For Cab Service – Valid Registration Certificate on the name of Vehicle owner & current year insurance copy |
Other documents | Any other documents including in respect of the nature of work/business/profession, financial status of the Merchant, or the equivalent e-documents thereof as may be required by the Company Passport size Photo (Authorized Person) |
SOLE PROPRIETORSHIP | |
Individual ID Proof & Address Proof | ID PROOF – Certified copy of PAN mandatory Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Others | Any one document from the below list Self-attested copy of GST certificate or letter of registration document issued by GST authorities/ Declaration of non-GST in case not applicable or GST Tax duly acknowledged Self-attested copy of Shop and Establishment License Certificate issued by the municipal authorities. Last and complete income tax return (not acknowledgment) in the name of the sole proprietor where the inform income is reflected duly authenticated / acknowledge by income tax authorities. Valid business license of certificate of registration issued by state / Central government authority. Letter issued by Registering authority like certificate of practice issued by instate of Charted Accountants of India, Cost accountants of India, Company secretaries of India, Indian medical council and food a Drug Control Authorities. Trade License (Provisional is not accepted) Small Scale Industrial Certificate Certificate issued by Tourism Department. Liquor/License/Certificate in the name of Firm. IRDA license for Insurance business. SEBI registration for Stock market broking. Permission from local government authority to run Nursing home/Clinic. Passport sized photo (Authorized Person) |
Company address proof | Any one document from the below list (if Installation address is different) Self-attested copy of Telephone / Electricity bill/ Water on Firm name (Not older than 3 months) Bank Statement with cancelled cheque holding minimum 3 transaction statement not older than 3 months) |
Cancelled cheque | Current A/c or savings A/c on proprietor name. |
PARTNERSHIP / LLP | |
ID proof & Address proof of all the partners (including authorized signatory) | ID PROOF – Certified Copy of PAN mandatory Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Firm Proofs | All documents from the below list are mandatory: Self-attested copy of PAN Card Partnership/ LLP Agreement Deed and COP Authorization letter Cancelled Cheque Board Resolution (should be signed by at least 2 partners/ CS can certify true copy Passport size photo (Authorized Person) |
Firm proof of existence | Any one document from the below list: Partnership Registration Certificate Self-attested copy of GST Tax certificate or letter of registration document issued by GST Tax authorities or Declaration of non-GST in case not applicable or GST Tax duly acknowledged IT return in the name of partnership firm, acknowledged by Income Tax Department. Shops and Establishment Certificate issued by the Civic Authority. Trade License License issued by Municipal Corporation. Copy of VAT / TIN allotment certificates Small Scale Industrial Certificate Trade license from labor department. Professional tax certificate. License issued by Food & Drug administration for Medical Dealers. |
Company address proof | Address on partnership deed (current address) Self-attested copy of Telephone/ Electricity/ Water bill on Firm name (Not older than 3 months) Bank Statement with cancelled chq holding minimum 3 transactions (statement not older than 3 months) |
PUBLIC LIMITED/ PRIVATE LIMITED | |
ID proof & Address proofs of all Directors (Including Authorized signatory) | ID PROOF – Certified Copy of PAN mandatory Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Company proof | All documents from the below list are mandatory: Self-attested copy of GST Tax certificate or letter of registration document issued by GST Tax authorities or Declaration of non-GST in case not applicable GST Tax duly acknowledged Pan Card Board Resolution (should not be older than 5 months, Should be signed by at least 2 directors/ CS can certify true copy Certificate of Incorporation Certificate of Commencement of Business (in case of Public ltd co.) MOA & AOA (attested with first 8. last pages) Form-32 (If directors different from MOA) latest MCA website copy. Cancelled Cheque Passport size Photo (Authorized Person) |
Company Address proof | In case of address is different from (certificate of incorporation) Self-attested copy of Telephone or Electricity or Water bill on Company name (Not older than 3 months) (OR) Bank Statement with cancelled cheque holding minimum 3 transactions (statement not older than 3 months) |
SOCIETY | |
ID proof & Address proof of all society management team (including Authorized signatory) | ID PROOF – Certified Copy of PAN mandatory Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Others | Self-attested copy of GST Tax certificate or letter of registration document issued by GST Tax authorities or Declaration of non-GST in case not applicable or GST Tax duly acknowledged Self-attested copy of PAN Card Board Resolution (Should be signed by at least 2 trustees / Company secretary can certify true copy. Registration Certificate Bye Laws Cancelled Cheque Passport size Photo (Authorized Person) |
Company Address proof | Self-attested copy of Telephone / Electricity/ Water bill on Society Name (Not older than 3 months) (OR) Bank Statement with cancelled cheque holding minimum 3 transactions (statement not older than 3 months) |
TRUST | |
ID PROOF – Certified Copy of PAN mandatory | |
ID proof & Address proof of all the Trustees | Certified copy of the Proof of possession of Aadhaar number or any OVD or the equivalent e-document thereof containing the details of identity and address |
Company proof | All documents from the below list are mandatory: Self-attested copy of GST Tax certificate or letter of registration document issued by GST Tax authorities / Declaration of non-GST in case not applicable or GST Tax duly acknowledged Company Pan Card Board Resolution Registration Certificate Trust Deed Income Tax EXemption (12A) Affiliation of Entity in case of Health & Education sector Cancelled Cheque Passport size Photo (Authorize Person) |
Letter with Trustee details | As per the format |
Trust address proof | Self-attested copy of Telephone or Electricity or Water bill on Trust name (Not older than 3 months) (OR)Bank Statement with cancelled chq holding minimum 3 transactions (statement not older than 3months) |
Exhibition Merchants | Request Letter indicating the EXhibition he/she is participating from the eXhibitor and What kind of product sales he/she is into. |
Where the OVD furnished by the merchant does not have updated address, the following documents or the equivalent e-documents thereof will be deemed to be OVDs for the limited purpose of proof of address:
- Utility bill which is not more than two months old of any service provider (electricity, telephone, post-paid mobile phone, piped gas, water bill);
- Property or Municipal tax receipt;
- Pension or family pension payment orders (PPOs) issued to retired employees by Government
Departments or Public Sector Undertakings, if they contain the address;
- Letter of allotment of accommodation from employer issued by State Government or Central Government Departments, statutory or regulatory bodies, public sector undertakings, scheduled commercial banks, financial institutions and listed companies and leave and license agreements with such employers allotting official accommodation.
Note –The Company will ensure to obtain the OVD with current address updated within a period of three months of receiving the above documents.
6. Annexure 2:
List of Restricted businesses:
● Illegal arms trading
● Gambling
● Smuggling
● Child abuse
● Human trafficking
● Pornography
● Hawala
● Organs trading
● EXtortion
● Illegal trading of animals
● Illegal drugs supply and handling
● Cryptocurrency
7.Review of Policy
The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board. Any such updates/ changes to this Policy will be approved by the Board and communicated to the relevant Merchants/ staff/ stakeholders.
