Customer Grievance Redressal Policy

• Background

• BeyoundExtra Tech Pvt Ltd (“Beyound”) is committed to fair treatment of its customers and maintaining high standards of service in relation to the Beyound Wallet. 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 wallet service.

• This policy sets out the framework for handling queries and complaints specifically arising from the use of Beyound’s Wallet Service (including credit card loading, bank transfers, Video KYC, and wallet balance management).

• Objectives

• The primary objective of this policy is to:

• Establish a robust grievance redressal framework applicable to all aspects of the Beyound Wallet Service.

• Provide multiple accessible channels for customers to lodge complaints related to wallet loading, transfers, KYC, balance discrepancies, and other wallet-specific issues.

• 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 Beyound’s systems, processes, and offerings specific to the Wallet Service.

• Key Definitions

• Wallet Service – The digital prepaid payment instrument (PPI) service offered by Beyound, allowing users to load money from a credit card and transfer funds to bank accounts of beneficiaries.

• Query – A request for information regarding Beyound’s Wallet Service, including inquiries about transaction status, fees, KYC requirements, wallet limits, 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 Beyound’s processes or standards, or issues related to a specific wallet transaction (e.g., load failure, transfer delay, incorrect balance, Video KYC rejection, inability to transfer).

• Customer / User – Any individual who registers for and uses the Beyound Wallet.

• Video KYC – The live video-based identity verification process mandatory for wallet activation.

• Grievance Redressal Officer (GRO) – The designated officer responsible for addressing complaints escalated beyond Level 1.

• Grievance Redressal Framework

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

• Channels for Complaint Lodging

• Beyound Mobile App – Help & Support section (dedicated to Wallet)

• Email – support@beyound.in

• Helpline – +91 90004 00804

• 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 wallet issues (loading, transfers, KYC, balance).

• 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.

• Name: Mr. Vinod Kumar

• Address: First Floor, Building No. 138, 4th Main Road, Industrial Town, Rajajinagar, Bangalore North, Bangalore – 560010, Karnataka, India

• Email: vinod@beyound.in

• Phone: +91 8069240024

• Resolution Timeline: Within 7 working days from receipt of escalation.

• The GRO will review the complaint, coordinate with relevant internal teams, and, where necessary, liaise with payment gateways, KYC agencies, or banking partners to resolve issues such as failed loads, stuck transfers, KYC rejection, or balance discrepancies. A final response detailing the resolution or the reasons for any adverse decision will be provided.

• 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.

• Grievance Review Mechanism and Quality Assurance

• To ensure service quality and systematic improvements in the Wallet Service, Beyound will establish:

• Internal Grievance Review Committee – Responsible for monitoring trends, delays, and key issues from customer complaints related to wallet operations, and suggesting improvements.

• Customer Service Committee – Chaired by Senior Management, this committee reviews periodic grievance reports, policy compliance, and systemic gaps specific to wallet operations (e.g., KYC turnaround, load success rates, transfer processing times).

• Board Oversight – The Customer Service Committee of the Board oversees end-to-end service quality and policy adherence for the Wallet Service.

• Reporting

• Beyound will maintain detailed logs of all complaints related to the Wallet Service, 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.

• Review of the Policy

• This policy shall be reviewed at least once annually, or earlier if necessitated by operational or regulatory changes specific to prepaid payment instruments (including RBI updates). All revisions must be approved by the Board and disseminated to relevant teams for compliance.

• Contact Information for Wallet Grievances

• Primary Grievance Channel Email: support@beyound.in Phone: +91 90004 00804 In-App: Help & Support (select “Wallet”)

• Escalation (Grievance Redressal Officer) Mr. Vinod Kumar Email: vinod@beyound.in Phone: +91 8069240024

By using the Beyound Wallet Service, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.

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