Grievance Redressal Policy

1. Purpose

This Grievance Redressal Policy provides a clear path for customers and participating businesses to raise concerns relating to payments, cashback, refunds, account access, privacy, vendor conduct, fulfilment or use of the Bentto platform.

2. How to raise a grievance

Send an email to benttohelp@gmail.com with the subject line "Grievance – [issue type]". Include your registered mobile number, transaction/order ID where applicable, merchant or branch name, date, amount and a concise description of the issue.

3. Resolution process

1. Initial support review: Bentto support checks account and transaction details and may request additional information.
2. Merchant/payment review: If the issue involves a vendor, payment provider, bank or delivery partner, Bentto may coordinate with that party.
3. Escalated review: Unresolved or sensitive complaints may be escalated internally for further review and written response.

4. Target timelines

We aim to acknowledge a complete grievance within 2 business days and work toward resolution as quickly as reasonably possible. Complex payment, bank, fraud, legal or merchant disputes can require additional time because external parties may need to provide records or complete their own investigation.

5. Payment and refund complaints

For a debit without a confirmed transaction, duplicate payment, refund delay or chargeback issue, include the payment reference and proof of debit where available. Bank and payment-provider timelines may apply after Bentto or the merchant initiates an approved refund.

6. Privacy grievances

Requests concerning access, correction, deletion, account closure, optional permissions or suspected misuse of personal information can be sent to the same support email with the subject line "Privacy Request".

7. Grievance contact

If applicable law or the relevant payment provider gives you an additional escalation mechanism, you may also use that mechanism after first raising the issue with Bentto.