Grievance Redressal Policy

  1. Introduction
    Oneklick Payment Pvt.Ltd. (“OneKlick”) is a Technology Service Provider (TSP) engaged in providing software development services, including website development, admin panels, merchant platforms, and technical support for API integrations. OneKlick does not provide Pay-In, Pay-Out, banking, or financial API services and does not participate in financial transactions. All such services are sourced, owned, and managed directly by the respective clients or their partnered banks, Payment Aggregators, or API providers.
    This policy establishes a structured framework for addressing grievances raised by customers, merchants, and partners in a fair, transparent, and timely manner, in alignment with applicable regulatory expectations including guidelines issued by the Reserve Bank of India (RBI), NPCI, and partner institutions.
  2. Scope of Policy
    This policy covers grievances related to:
    • OneKlick's technology platforms (Admin Panel, Merchant Dashboard, Web Systems)
    • Software performance, uptime, and reporting tools
    • API integration support and technical configurations
    • Merchant onboarding systems developed by OneKlick
    • System-related transaction status visibility and reconciliation interfaces
    • Cybersecurity, fraud reporting, and system misuse concerns
  3. Nature of Services & Limitation of Liability
    1. OneKlick acts strictly as a Technology Service Provider (TSP) and provides only software infrastructure and technical integration support.
    2. OneKlick does not: Provide or own any payment gateway / Pay-In, or Pay-Out APIs / Handle or process funds, settlements, or financial transactions / Control banking systems, partner APIs, or financial institutions.
    3. All financial services, including payment processing, settlements, chargebacks, and refunds, are solely managed by: Partner Banks, Payment Aggregators, Payment Gateway Providers, API Service Providers engaged directly by the client.
    4. OneKlick shall not be held liable or responsible for: Payment failures, delays, or reversals / Settlement discrepancies or fund holds / Chargebacks, penalties, or regulatory actions / Compliance violations by API providers or banking partners / Fraud arising from third-party API misuse or banking systems.
    5. Any grievance arising from the above must be directly addressed with the respective API provider, bank, or financial partner.
  4. Regulatory & Compliance Disclosure
    1. OneKlick operates within a Technology Service Provider (TSP) framework and adheres to applicable compliance requirements as may be relevant to its scope of services.
    2. In case any compliance issue, fraud, or regulatory concern is directly brought to OneKlick's notice, OneKlick reserves the right to:
      • Report such matters to relevant authorities
      • Share necessary data with regulatory bodies, banks, or law enforcement agencies
      • Suspend or restrict access to systems under investigation
  5. OneKlick reserves the right to:
    Suspend or terminate services of any client violating policies / Restrict system access during investigation / Share information with: Partner Banks, Payment Aggregators, API Providers, Regulatory Authorities / Update internal policies as per regulatory changes.
  6. Product Solutions – Grievance Handling Coverage
    Applicable to:
    • Web platforms and API integration layers
    • Merchant onboarding systems
    • Dashboard-related issues and reporting errors
    • System configuration and integration support
  7. Grievance Department Contact Details
    Department: Grievance Redressal Cell
    Email: [To be inserted]
    Working Hours: [To be inserted]
  8. Commitment
    Oneklick Payment Pvt.Ltd. is committed to delivering secure, transparent, and reliable technology solutions. This grievance framework ensures that all concerns are handled professionally while maintaining strict adherence to regulatory boundaries and the defined role of OneKlick as a Technology Service Provider.