Legal
Grievance Redressal Policy
Effective date: 1 January 2026 · Last updated: 28 March 2026
1. Grievance Officer
Grievance Officer — GuardPe
Quroot Innovations Pvt Ltd
As required by Rule 3(2) of the IT Intermediary Rules, 2021, a Grievance Officer is designated to receive and acknowledge user complaints within 24 hours and to resolve them within 30 days of receipt.
2. Scope of grievances
You may contact the Grievance Officer for:
- Complaints not resolved by first-line customer support within 7 business days.
- Concerns about alleged violations of applicable laws or the rights of users.
- Complaints related to data privacy, data breach, or unauthorised access to your account.
- Disputes regarding platform decisions (deal outcomes, account suspension, KYC rejection).
- Payment-related complaints not addressed by Cashfree's support team.
- Any matter where you believe GuardPe has acted in violation of these policies or Indian law.
3. How to raise a grievance
Follow these escalation steps in order:
Use the platform
For active deal issues, use the 'Report a problem' button on your deal page. This gives our team full context and is the fastest path to resolution.
Contact support
Email support@guardpe.com with your deal number, transaction reference, and a description. We aim to respond within 24 hours on business days.
Escalate to Grievance Officer
If your complaint is not resolved within 7 business days, email grievance@guardpe.com with the subject line 'Grievance Escalation — [Your Name] — [Deal Number]'.
4. What to include in your grievance
For fastest resolution, please include the following in your email:
- Your full name and registered mobile number / email address.
- Deal number (e.g. GP-2026-00123) if the grievance is deal-related.
- Cashfree order ID or payment reference, if applicable.
- A clear description of the issue and what resolution you are seeking.
- Supporting documents: screenshots, delivery evidence, communication records.
5. Resolution timelines
| Stage | Timeline |
|---|---|
| Grievance acknowledgement | Within 24 hours of receipt |
| Initial assessment | Within 3 business days |
| Resolution (standard) | Within 15 business days |
| Resolution (complex / fraud) | Within 30 days (regulatory maximum) |
| Refund processing (if applicable) | Within 5–7 business days after resolution |
6. External escalation
If your grievance is not resolved to your satisfaction by GuardPe within 30 days, you may escalate to the following authorities:
Reserve Bank of India (RBI) — Ombudsman for Digital Transactions
For complaints related to digital payments, nodal account operations, or UPI / card transaction failures.
cms.rbi.org.in →National Consumer Helpline
For consumer disputes related to deficiency of service.
1800-11-4000 or 14404 (toll-free)
District Consumer Disputes Redressal Commission
Under the Consumer Protection Act, 2019. Jurisdiction based on your place of residence or the registered office of GuardPe (Bangalore, Karnataka).
7. Nodal officer (Payment Aggregator compliance)
As per RBI's Payment Aggregator Guidelines, GuardPe's payment partner Cashfree Payments has its own nodal officer and grievance mechanism. For unresolved payment-specific issues (including chargebacks, failed transactions, or payout delays caused by the payment gateway), you may also contact Cashfree directly:
Cashfree Payments — Nodal Officer
Website: cashfree.com/grievance
8. Anti-retaliation
GuardPe will not penalise, suspend, or otherwise disadvantage any user solely for raising a grievance in good faith. Any employee or agent found to have retaliated against a grievant will be subject to disciplinary action.