Introduction and Objectives

Pine Labs Private Limited (herein after referred as "our" or "we" or "Pine Perks"), is registered at 207, Gupta Arcade, Plot No. 5, L.S.C Mayur Vihar, Phase -1 Extension, Delhi - 110091, India and headquartered at Candor TechSpace, 2nd & 3rd floor Building 2, Plot No. B2, Sector-62, Noida - 201309, Uttar Pradesh, hereinafter referred to as Pine Perks.

This policy outlines a structured grievance redressal mechanism to inform customers about the various channels available to them to escalate their complaints with respect to any grievances arising from availing the services under Pine Perks. Pine Perks will treat the customers in a transparent and fair manner, and will deal with the customer complaints with courtesy and in a timely manner as set out in this policy.

This policy is applicable to all the customers availing the products/services offered by Pine Perks.

Redressal mechanism for grievances raised over phone/internet

Charges and fees

Charges, Fees and Validity Period associated with pre-paid instruments are as follows:
Standard charges applicable with the use of pre-paid instruments are given below:

Type of Instrument	Card-issue charges (in Rupees)	Card re-issuance charges (in Rupees)	Annual Maintenance charges (in Rupees)	Validity Period
Meal Card	100	100	200	5 years
Gift Card	100	100	200	15 months

Please note that there may be transaction fees at special merchant categories such as fuel stations etc. These charges will be applicable to the purchasers of the respective instruments and are subject to the agreement with them and may vary from case to case basis.

Escalation Matrix

Level 1

1. Phone - 0120 – 4033633
2. Email id for online complaints / suggestion: support@pineperks.in

Estimated timelines at various levels of queries/escalations

1. First response to a customer's query/concern - 1 working day
2. Follow-up queries - 3 working days
3. Escalated cases - 7 working days
4. Customer grievances raised to Nodal officer - 15 working days

Level 2

1. If the customer's issue is not resolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, he/she can reach out to the Nodal Officer at:
   
   

   Nodal Officer / Customer Service Head
   Sonali Singh
   Pine Labs Private Limited
   Plot No. B2, 4th & 5th Floor, Building 6,
   Candor Techspace, Sector 62,
   Noida - 201309
   Tel. No.: 0120-4951741
   Email : sonali.singh@pinelabs.com / cosecy@pinelabs.com
   
   

2. In the event any additional time is needed to resolve a customer’s compliant, Pine Perks will inform the customer the reasons for such delay and provide expected timelines for the resolution of the complaint.
3. If the complainant is entitled to any compensation as a result of resolving the complaint, the compensation will be paid to the complainant as follows:
   1. Rs. 500 or 50% of the transaction amount, whichever is lower.

Grievance Redressal Awareness

Publicizing redressal mechanism:

1. The grievance redressal mechanism is appropriately displayed on the Pine Perks’s website and mobile application to spread its awareness among its customers.

Registration & Tracking of Complaints

Complaint Channels:

1. Customer care number as displayed on the Pine Perks website and the mobile application:[Interactive voice response (IVR)]
2. Online grievances through the customer support email id: support@pineperks.in
3. Mobile application / Website 'Contact Us' form

Complaint Ticket:

1. The customer will be given an acknowledgement/ticket number of his/her complaint within 1 working day from the date of receipt of the Complaint
2. All customer complaints received through digital channels will be acknowledged through an email along with a need-based intimation to the Nodal Officer.

Complaint Tracking:

1. An automated system is used to digitally record the customer complaints received through multiple channels, which will also be accessible to the entire customer service department to monitor and update the status of each complaint
2. Each of these complaints will be assigned a unique tracking number which will be shared with the customer for future reference and monitoring purposes.

Complaint Resolution Timelines

1. For general complaints, as per the timelines mentioned in the escalation matrix above

Disclaimer

1. The policy will be reviewed or updated by the Board as and when required or at least annually to incorporate regulatory updates/changes, if any, and the amended policy will be notified to the customers
2. The records pertaining to customer complaints will be maintained, as may be required as per the KYC/AML policy of Pine Perks and applicable laws