Promethora is committed to handling complaints and grievances fairly, transparently, and within reasonable timelines. This policy explains how merchants, users, partners, and affected parties can raise and escalate concerns.
This Grievance Redressal Policy applies to concerns related to Promethora's website, payment gateway, POS, QR payments, payouts, verification APIs, connected banking workflows, onboarding, support, billing, privacy, and security. We treat grievances as important feedback and work to resolve genuine issues responsibly.
Covered grievances may include failed or delayed payments, refund concerns, payout failures, settlement mismatches, onboarding delays, KYC issues, dashboard or API access issues, billing disputes, service quality concerns, suspected fraud, privacy concerns, security incidents, or disputes related to these Terms or policies.
Please include your name, company name, registered email or phone, merchant ID if available, transaction or payout reference if relevant, date and time of the issue, screenshots or supporting documents, a clear description of the concern, and the resolution you are seeking. Complete information helps us resolve cases faster.
Send your complaint to hello@promethora.com with the subject line 'Formal Grievance - [Your Name / Company]'. Our support team will acknowledge the complaint and route it to the relevant product, operations, risk, compliance, or technical team for review.
If you are not satisfied with the Level 1 response or do not receive a response within a reasonable time, reply to the same email thread requesting escalation. Include the original complaint reference, prior response if any, and the reason for escalation.
Complex, unresolved, or high-impact grievances may be reviewed by Promethora management or a designated senior officer. This level may apply to repeated service failures, material financial disputes, privacy complaints, security incidents, or concerns requiring policy-level review.
Promethora aims to acknowledge grievances within 2 business days and provide an initial response or update within 7 business days. Complex cases involving banks, payment networks, KYC providers, fraud review, chargebacks, or regulatory dependencies may require additional time. We will provide updates where practical.
Written complaints may be addressed to The Grievance Officer, Promethora Fintech Solutions Private Limited, Second Floor, No 208/1, 2nd Block, 80 Feet Road, Bengaluru, Bengaluru Urban, Karnataka 560043. Please also include an email address so we can respond efficiently.
If your grievance involves personal data, consent, data correction, deletion, unauthorised access, suspicious activity, or a possible security issue, clearly mark the subject line as 'Privacy/Security Grievance'. Do not include sensitive credentials, full card numbers, OTPs, passwords, or API secrets in your complaint.
Where applicable, you may have rights to approach relevant banks, payment partners, statutory bodies, consumer forums, regulators, or courts after following Promethora's internal grievance process. Availability of external remedies depends on the nature of the issue and applicable law.
Primary grievance email: hello@promethora.com. Registered office: Second Floor, No 208/1, 2nd Block, 80 Feet Road, Bengaluru, Bengaluru Urban, Karnataka 560043.