Customer Grievance Redressal Policy – ClickToPay Education Payments (Clicktopay Legal name is Recharge API Services)

Last Updated: 26.06.2026

1. Background

ClickToPay is committed to fair treatment of its customers and maintaining high standards of service in relation to education fee payments. We value ethical behaviour, integrity, and transparency by all staff in customer interactions. We believe prompt, efficient, and courteous customer service is vital to building long-term relationships and ensuring customer satisfaction across our education payment channel.

This policy sets out the framework for handling queries and complaints specifically arising from the use of ClickToPay's Education Payment Services.

2. Objectives

The primary objective of this policy is to:

  • Establish a robust grievance redressal framework applicable to all education payment services offered by ClickToPay.
  • Provide multiple accessible channels for customers (students, parents, educational institutions) to lodge complaints related to education payments.
  • Ensure transparency by providing clearly defined Turn-Around-Times (TATs) and prompt resolution.
  • Empower customers with an escalation matrix for unresolved complaints.
  • Use customer feedback to improve ClickToPay's systems, processes, and offerings specific to education payments.

3. Key Definitions

  • Education Payment Services – The credit card payment services offered by ClickToPay for payment of tuition fees, examination fees, admission fees, hostel fees, and other approved educational expenses.
  • Query – A request for information regarding ClickToPay's education payment services, including inquiries about transaction status, fee structures, KYC requirements, or feature clarifications.
  • Complaint – A communication by a customer that expresses dissatisfaction due to a deficiency in service delivery, non-fulfillment of commitments, non-compliance with ClickToPay's processes or standards, or issues related to a specific education payment transaction.
  • Customer / User – Any individual (student, parent, guardian) or educational institution using ClickToPay's Education Payment Services.
  • Grievance Redressal Officer (GRO) – The designated officer responsible for addressing complaints escalated beyond Level 1.

4. Grievance Redressal Framework

ClickToPay provides a structured grievance redressal mechanism with multiple complaint channels and defined timelines for resolution.

Channels for Complaint Lodging

Primary Grievance Channel Email: support@ClickToPay.in Phone: +91 90004 00804 In-App: Help & Support (select "Education Payments")

Complaint Acknowledgement

An acknowledgement will be shared within 48 hours via the registered contact details (email or SMS).

Grievance Escalation Mechanism

Level 1 – Customer Support Team

  • Complaints raised via app or email are addressed by trained agents who specialise in education payment issues.
  • Acknowledgement is provided within 48 hours.
  • If the complaint is resolved at this level, the customer will receive a confirmation and closure notice.
  • If not resolved satisfactorily, customers can escalate to Level 2.

Level 2 – Grievance Redressal Officer (GRO)

If unresolved at Level 1, the complaint may be escalated to the GRO.

Email: info@clicktopay.in Helpline: +91 86969 56855 In-App: Help & Support (select "Education Payments") Address: P-16 Janki Niwas, Kisan Nagar 3, Thane West, Thane, Mumbai, Maharashtra 400604 Website: https://clicktopay.in/education

The GRO will review the complaint, coordinate with relevant internal teams, and provide a final response detailing the resolution or the reasons for any adverse decision.

Level 3 – Legal Recourse / Consumer Court

If you remain unsatisfied after the GRO's decision, you may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

5. Grievance Review Mechanism and Quality Assurance

To ensure service quality and systematic improvements in the education payment service, ClickToPay will establish:

  • Internal Grievance Review Committee – Responsible for monitoring trends, delays, and key issues from customer complaints related to education payments, and suggesting improvements.
  • Customer Service Committee – Chaired by Senior Management, this committee reviews periodic grievance reports, policy compliance, and systemic gaps specific to education payment operations.
  • Board Oversight – The Customer Service Committee of the Board oversees end-to-end service quality and policy adherence for education payments.

6. Reporting

ClickToPay will maintain detailed logs of all complaints related to education payments, including their nature, resolution status, and TAT adherence. Summary reports and complaint analysis will be presented to the Board periodically to identify recurring issues and drive continuous improvement.

7. Review of the Policy

This policy shall be reviewed at least once annually, or earlier if necessitated by operational or regulatory changes specific to education payments. All revisions must be approved by the Board and disseminated to relevant teams for compliance.

8. Contact Information for Education Payment Grievances

Primary Grievance Channel Email: support@clicktopay.in Phone: +91 86969 56855 In-App: Help & Support (select "Education Payments")

Escalation (Grievance Redressal Officer) Email: support@clickToPay.in

By using ClickToPay Education Payment Services, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.

ClickToPay · Website: https://clicktopay.in

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