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

1. Grievance Redressal Awareness

   Publicizing redressal mechanism:

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

2. Grievance Redressal Mechanism

   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, resolution shall be done as per the timelines mentioned in the escalation matrix below under point 4.

   2. Pine Perks Charges And Fees

      Standard Charges, Fees and Validity Period associated with 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
      Pine Perks Rupay Gift Cards	100	100	200	16 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 Customer/purchasers of the respective instruments and are subject to change.

   3. Liability In Case Of Unauthorised/Fraudulent Transactions

      Customers should register themselves for SMS and e-mail alerts, for electronic payment transactions. Customers are advised to keep their prepaid instruments and its credentials secure at all times and not share it with third parties. In case the Customers / card holder believes that the credentials have been compromised or resulted into misuse of the instrument, they can reach out to Pine Labs customer support with a request to block the card immediately / regenerate the credentials. Pine Labs shall take the request and block the card immediately subject to the Customer providing the card number. However, Pine Labs shall only reissue the card on successful submission of ownership of the card by the cardholder.

      CUSTOMER LIABILITY IN CASE OF UNAUTHORISED ELECTRONIC PAYMENT TRANSACTIONS THROUGH PINE LABS PVT LTD- PPI

      Sr. No.	Particulars	Maximum Liability of Customer
      (a)	Contributory fraud / negligence / deficiency on the part of Pine Labs (irrespective of whether or not the transaction is reported by the Customer)	Zero
      (b)	Third party breach where the deficiency lies neither with Pine Labs nor with the Customer but lies elsewhere in the system, and the Customer notifies Pine Labs regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from Pine Labs and the reporting of unauthorised transaction by the customer to Pine Labs
      	i. Within three days	Zero
      	ii. Within four to seven days	Transaction value or ₹10,000/- per transaction, whichever is lower
      	iii. Beyond seven days	Transaction values

      (c)	In cases where the loss is due to negligence by a Customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to Pine Labs. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Pine Labs.
      (d)	Pine Labs may also, at its discretion, decide to waive off any customer liability in case of unauthorised electronic payment transactions even in cases of customer negligence.
      	The number of days mentioned above shall be counted excluding the date of receiving the communication from Pine Labs.

   4. Broad Customer Complaint Mechanism With Escalation Matrix

      Level 1

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

      Estimated timelines at various levels of queries/escalations

      1. First response to a customer's query/concern - within 48 working hours
      2. Follow-up queries - 3 working days(Post 1st Response to customer)
      3. Escalated cases - 7 working days(Post follow up queries TAT)
      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 if the customer is not satisfied with the response, he/she can reach out to the Customer Service Head.
         
         Pine Labs Private Limited
         Plot No. B2, 4th & 5th Floor, Building 6,
         Candor Techspace, Sector 62,
         Noida - 201309
         Email id: cs.head@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

      Level 3

      If the Customer's issue is not resolved even after contacting Customer Service Head or if the Customer is not satisfied with the response, he/she can reach out to Nodal Officer appointed by Pine Labs.
      
      Pine Labs Private Limited
      Plot No. B2, 4th & 5th Floor, Building 6,
      Candor TechSpace, Sector 62,
      Noida - 201309
      Email : rbi.nodalofficer@pinelabs.com

   5. Control Reference

      1. RBI Master Direction - Master Direction DPSS.CO.PD.No.1164/02.14.006/2017-18, Dated: Oct 11th, 2017
      2. RBI Circular No. RBI/2018-19/101 DPSS.CO.PD.No.1417/02.14.006/2018-19, Dated : January 4th 2019 for Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Payment Transactions in Prepaid Payment Instruments (PPIs) issued by Authorised Non-banks.