Grievance Policy

Last updated: 18 June 2026

This Grievance Policy explains how users, merchants, partners, buyers, or other concerned parties may contact JetPay for grievance, escalation, legal, compliance, support, or transaction-related concerns.

JetPay is a product by EaseMyBiz Solutions Private Limited.

  1. Purpose

JetPay aims to provide clear communication channels for grievances and escalations related to its website, product information, business communication, merchant services, SafeCOD workflows, support interactions, privacy concerns, and related matters.

  1. Scope

This policy may apply to grievances related to:

  • Website content or website usage

  • Business or partnership communication

  • JetPay Checkout-related queries

  • SafeCOD-related queries

  • Support or service-related concerns

  • Privacy or data-related concerns

  • Payment, escrow, settlement, refund, or reversal-related queries routed through approved partners

  • Dispute support or evidence review-related concerns, where applicable

  1. Grievance Contact

For grievance-related queries, please contact:

Grievance Contact / Nodal Contact
EaseMyBiz Solutions Private Limited
Brand: JetPay
Email: grievance@thejetpay.in
Phone: +91-9152-991-995
Office: 1006 The Corporate Park, Sector 18, Vashi, Navi Mumbai, Maharashtra

  1. Information to Include in a Grievance

To help us review your concern, please include:

  • Full name

  • Email address

  • Phone number

  • Merchant name or company name, if applicable

  • Order ID, transaction ID, reference ID, or case ID, if applicable

  • Description of the issue

  • Relevant screenshots, documents, communication records, or evidence, if available

  1. Review Process

Once a grievance is received, JetPay may review the concern internally and may request additional information where required.

Where the concern involves a bank, payment gateway, escrow partner, merchant, ecommerce platform, logistics provider, or other third-party service provider, the issue may need to be reviewed in coordination with the relevant partner.

  1. Expected Response Timeline

We aim to acknowledge grievances within a reasonable time after receipt.

Resolution timelines may vary depending on the nature of the issue, availability of required information, third-party partner involvement, applicable transaction terms, and legal or regulatory requirements.

  1. Payment and Escrow-Related Concerns

JetPay does not directly hold customer funds.

Payment, escrow, settlement, refund, reversal, and related regulated flows are enabled through approved banking, payment, and escrow partners, subject to applicable laws, partner approvals, and commercial arrangements.

Queries involving such flows may be subject to partner review, bank timelines, payment gateway timelines, escrow partner processes, merchant policies, and applicable transaction terms.

  1. Dispute-Related Concerns

For SafeCOD or related transaction workflows, disputes may be reviewed based on defined transaction rules and available evidence. This may include packaging evidence, delivery information, buyer-side evidence, transaction records, communication records, and partner inputs where applicable.

JetPay does not guarantee zero disputes, zero RTO, guaranteed fraud prevention, or a specific dispute outcome.

  1. Misuse of Grievance Channel

Users must not misuse the grievance channel for fraudulent claims, abusive communication, spam, harassment, false information, or unlawful purposes.

JetPay may refuse to respond to communications that are abusive, fraudulent, repetitive, irrelevant, or made in bad faith.

  1. Changes to This Policy

We may update this Grievance Policy from time to time. The updated version will be posted on this page with the latest revision date.

  1. Contact

For grievance-related queries, please contact:

EaseMyBiz Solutions Private Limited
Brand: JetPay
Email: grievance@thejetpay.in
Office: 1006, The Corporate Park, Sector 18, Vashi, Navi Mumbai, Maharashtra - 400705