Grievance Redressal Policy

This Policy is published in accordance with Rule 3 of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 as amended, the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 to the extent applicable, and Sections 8 and 13 of the Digital Personal Data Protection Act, 2023.

1. Grievance Officer

Particular Details
Postal Address The Grievance Officer, Slenpay Private Limited,
Plot No. 149, Flat No. 405, H Block,
Aakruthi Township, Boduppal,
Hyderabad, Telangana – 500092
Name Kumar
Designation Grievance Officer
Email grievance@slenpay.co.in
Mobile +91 93818 30014
Working Hours Monday to Saturday, 10:00 to 18:00 IST, excluding public holidays

The Grievance Officer is resident in India and is authorised to receive complaints regarding the Website, the Platform, alleged violation of the IT Rules, consumer complaints relating to a Platform record, and privacy grievances.

2. What May Be Complained Of

  • A ticket or receipt generated on the Platform, or the absence of a Platform record after an Agent said a booking was made.
  • Refund routing to an Agent Wallet and non-settlement by the Agent after a Supplier credit.
  • Website content or alleged violation of the Terms of Use or Privacy Policy.
  • Content alleged to be unlawful under Rule 3(1)(b) of the IT Rules, 2021.
  • Exercise of Data Principal rights or any privacy concern.
  • Staff conduct on official Slenpay channels.

3. How to File

Write to grievance@slenpay.co.in or to the postal address above. Include:

  • Full name, mobile, and email;
  • Agent code and shop address if the matter arose through an Agent;
  • PNR, policy number, or application reference if any;
  • Description of the grievance and the relief sought;
  • Supporting copies of receipts or screenshots;
  • For content complaints: the URL, the nature of the objection, and a statement that the information is true to your knowledge;
  • For privacy requests: the right invoked and identity evidence.

Do not send full card numbers, CVV, or Aadhaar OTP by email.

4. Timelines

Stage Timeline
Acknowledgement of grievance Within 24 hours of receipt at grievance@slenpay.co.in
Resolution of ordinary IT Rules grievances Within the period prescribed under the IT Rules as in force on the date of the complaint
Content falling within the expedited categories of the IT Rules As expeditiously as required by those Rules, including any 36-hour window that applies
Consumer complaint relating to a Platform record Acknowledgement within 48 hours; reasoned outcome within one month where the E-Commerce Rules apply
Privacy or DPDP grievance Within the period prescribed under the DPDP Rules; internal target 30 days and not later than 90 days
Complaint that an Agent took money and did not issue Acknowledgement in 24 hours; Agent is notified and expected to respond in 48 hours. The outcome will state what the Platform shows and whether the Agent is suspended. This is not treated as a Slenpay cash refund unless Slenpay actually received the money.

5. Process

  • The complaint is logged and given a ticket number.
  • An acknowledgement is sent with the ticket number and expected window.
  • Facts are reviewed, including with the Agent or Supplier where the issue originated with them.
  • A written outcome is issued: resolution, partial relief, or reasoned rejection.
  • If more information is required from the complainant, timelines pause until that information is received.

6. Escalation

  • Consumer Commission at the Agent Venue described in the Terms of Use, for a booking obtained through that Agent.
  • Grievance Appellate Committee constituted under the IT Rules, where it has jurisdiction over an intermediary decision.
  • Data Protection Board of India, after exhaustion of this mechanism, for DPDP grievances.
  • RBI Complaint Management System, for issues against a regulated lender or payment-system participant.
  • IRDAI / Bima Bharosa, for insurance-policy grievances against an insurer.
  • The local police cyber cell, for fraud or cyber-offences.

7. Agent Operational Disputes with Slenpay

Wallet mismatches, missing loads, and commission disputes between an Agent and Slenpay should be sent to agentsupport@slenpay.co.in .

Acknowledgement will be sent within 24 hours. Ledger disputes are targeted for closure within seven working days after bank confirmation.

That channel does not replace the Customer grievance process or the Hyderabad courts for Agent–Slenpay legal disputes.

8. Good-Faith Use

Repeated, abusive, or knowingly false complaints may be closed with reasons. In serious cases they may lead to restriction of Website or Agent access.

Last updated: September, 2026