Support · Raise a concern

Grievance Policy

How to raise a concern, who handles it, and the timelines we commit to. If something's gone wrong, this page is the place to start.

Last updated · January 2026

grievance@quickpe.com

Introduction and Objectives

This policy outlines a structured grievance redressal mechanism available to customers and merchants for escalating their complaints with QuickPe. QuickPe will deal with all customer complaints in transparent and timely manner

Redressal mechanism for grievances raised over chat / app / email / phone

Escalation matrix

Level 1 (Queries) - For in-app payments (recharges, utility bills, metro), hotels, movies, bus, flights, gold , insurance and postpaid

Online queries in QuickPe app (https://support.quickpe.com) First response time – 2 working days Final resolution time – 4 working days
Final resolution time – 4 working days

If QuickPe needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines.

For payments done by customers through QuickPe on other websites / apps / stores / shops

Kindly contact your merchant customer care for service / product delivery and quality issues. In case of payment being failed or not acknowledged by merchant, kindly contact your bank customer care

For merchants accepting payments through QuickPe for their websites / app / stores / shops

Online queries in QuickPe merchants dashboard https://merchant.quickpe.com

For merchants accepting payments on QR Code for their Shops / Stores

For QR Scan & Pay / SoundBox queries - 7 AM to 9 PM
For POS devices - 24*7

If QuickPe needs additional time for any case, same will be informed to customer along with the reason for the delay and expected resolution timelines.

Level 2 (Complaints) - If customer’s issue is not resolved even after contacting various complaint resolution channels, he / she can reach out to our grievance officer at:

Grievance Officer

Email: privacy.grievanceofficer@quickpe.com

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