Grievance Redressal Policy

1. Introduction & Objective

Giftm Technology Private Limited ("Giftm") is committed to providing high-quality services across its Gift Card, Loyalty Program, Employee Reward & Recognition, Bank Reward, and Marketplace platforms. This Grievance Redressal Policy ("Policy") outlines the structured mechanism available to customers, merchants, and B2B clients to raise, track, and resolve complaints.

A complaint is any expression of dissatisfaction by a customer requiring a response regarding services provided by Giftm. This Policy is issued in compliance with the Information Technology Act, 2000, the IT (Intermediary Guidelines & Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.

This Policy applies to all products and services offered by Giftm including Prepaid Payment Instruments (PPIs / Gift Cards), the Giftm Marketplace (giftm.ai), Loyalty Programme administration, and Employee R&R solutions.

2. Governing Principles

• Customers shall be treated fairly and with courtesy at all times.
• All complaints shall be acknowledged promptly and resolved within defined timeframes.
• Customers shall be informed of escalation channels available to them at each stage.
• Resolution shall be communicated clearly, with reasons provided where a complaint is not upheld.
• All complaints shall be logged in a Complaint Management System (CMS) and assigned a unique reference number.
• Recurring issues shall be analysed periodically and reported to senior management for process improvement.

3. Complaint Channels

4. Escalation Matrix

Level 1 — Customer Support

All complaints should first be raised through the channels listed in Section 3. The Customer Support team will acknowledge the complaint immediately (for email/app complaints) or on the same day (for postal). A unique Complaint Reference Number will be issued to the complainant.

Level 2 — Customer Service Head

If the complainant is not satisfied with the Level 1 resolution, or if the complaint is not resolved within the prescribed timeline, it may be escalated to the Customer Service Head by writing to grievance@giftm.ai with the subject line "Level 2 Escalation — [Complaint Reference Number]".

The Customer Service Head will review the complaint, coordinate with relevant departments, and provide a resolution within 10 (ten) working days of escalation.

Level 3 — Grievance / Nodal Officer

If the complainant remains unsatisfied after Level 2 resolution, the matter may be referred to the Grievance Officer:

The Grievance Officer will ensure fair, independent review of the complaint, liaise with all relevant functions, and communicate a final resolution with reasoning. The Grievance Officer's decision shall be communicated in writing.

Level 3B — Internal Ombudsman

In accordance with RBI guidelines for PPI issuers, Giftm has designated an Internal Ombudsman (IO) process. The IO reviews complaints that have been rejected by or not adequately addressed at Level 3 (Nodal Officer). The IO is an independent officer who reviews cases impartially. If a complaint involving a PPI (gift card) transaction has been addressed but not resolved satisfactorily, you may request escalation to the IO by writing to compliance@giftm.ai with the subject line "IO Review Request — [Complaint Reference Number]". The IO will respond within 10 working days.

Level 4 — Regulatory / External Redressal

For complaints related to Prepaid Payment Instruments (Gift Cards / Wallets) regulated under RBI guidelines, if the complainant is not satisfied with Giftm's resolution, they may approach:

• Reserve Bank of India — Integrated Ombudsman Scheme, 2021: Online complaints at https://cms.rbi.org.in or email CRPC@rbi.org.in. Helpline: 14448 (9:30 am – 5:15 pm). Complaints can also be filed through postal submission at: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.
• Data Protection Board of India (DPDPA): For complaints relating to personal data processing (once the Board is notified and operational under DPDPA 2023).
• Consumer Forums: Under the Consumer Protection Act, 2019, as applicable.

5. Turnaround Time (TAT) for Failed / Disputed Transactions

In compliance with RBI Circular DPSS.CO.PD No.629/02.01.014/2019-20 (Harmonisation of TAT and Customer Compensation), the following timelines and compensation apply:

6. PPI User Liability (Unauthorised Transactions)

Customers should register for SMS and email alerts for all Gift Card transactions. For complaints specifically related to Physical Print Orders (damage, non-delivery, quality issues), contact ops@giftm.ai within 48 hours of delivery with your order number and supporting photographs. In case of suspected misuse, contact support@giftm.ai immediately to block the card.

7. Policy Review

Giftm is registered with and reports to the Financial Intelligence Unit – India (FIU-IND) as required under the Prevention of Money Laundering Act, 2002 (PMLA). Giftm is required to file Cash Transaction Reports (CTRs) and Suspicious Transaction Reports (STRs) with FIU-IND as per applicable thresholds. Users involved in such reporting will not be notified, as notification is prohibited under applicable law. This Policy will be reviewed annually or earlier in case of regulatory changes, significant business changes, or direction from RBI or any applicable authority. Any revisions will be published at www.giftm.in/grievance-policy and communicated to relevant stakeholders.