Pay Xpress is committed to providing a transparent, fair, and efficient grievance redressal mechanism in compliance with the Reserve Bank of India (RBI) guidelines for Prepaid Payment Instruments (PPI) and the Information Technology Act, 2000. This policy outlines the framework for addressing user complaints and service-related grievances in a timely manner.

This policy applies to all users of Pay Xpress wallet services and covers issues related to: • Wallet transactions and balance discrepancies • Refunds and cancellations • Account access or login issues • Unauthorized/fraudulent transactions • General service-related complaints

As mandated by RBI and the IT Act, Pay Xpress has appointed a Grievance Officer to handle complaints. Grievance Officer: [To be appointed] Email: contact@thepayxpress.com Address: Jaipur, Rajasthan, India The Grievance Officer will be the nodal authority for handling escalated complaints and regulatory reporting.

Users can lodge complaints through the following channels: • Email: contact@thepayxpress.com • In-app Help & Support Section • Written complaints sent to our registered office at Jaipur, Rajasthan

• All complaints will be acknowledged within 48 hours of receipt. • A resolution will be provided within 7 working days, except in cases requiring additional investigation. • If more time is needed, the user will be informed of the expected resolution timeline.

If a user is not satisfied with the resolution: Level 1: Customer Support Team Level 2: Grievance Officer Level 3: If not resolved within 30 days, users may escalate the complaint to the RBI Ombudsman for Digital Transactions as per RBI's guidelines.

To enable effective resolution, users are expected to: • Provide accurate details including transaction ID, date, wallet balance details, and description of the issue. • Cooperate with the support team by providing any requested documents or information.

This policy is governed by the laws of India and subject to the exclusive jurisdiction of the courts in Jaipur, Rajasthan.

This policy will be reviewed periodically to ensure compliance with regulatory requirements and to continuously improve user satisfaction.

For grievances or complaints, you can contact us at: Pay Xpress 📧 Email: contact@thepayxpress.com 📍 Address: Jaipur, Rajasthan, India