Grievance Redressal

Last updated: May 2026. Relaytiv (operated by Vitiv.ai) maintains a grievance redressal process as required under the Consumer Protection (E-Commerce) Rules, 2020 and RBI Master Directions on Payment Aggregators (September 2025).

Nodal / Grievance Officer

As required under Indian consumer protection law and RBI payment aggregator guidelines, we have appointed a Grievance Officer for this platform.

• Name: Nakul Khairnar
• Designation: Nodal Officer — Payments & Customer Grievances, Vitiv.ai
• Email: grievance@vitiv.ai
• Alternate email: hello@vitiv.ai
• Phone: +91 78880 30033
• Business hours: Monday – Friday, 10:00 AM – 6:00 PM IST

How to Raise a Grievance

If you have a complaint about any aspect of the Relaytiv service — including payment disputes, billing errors, service unavailability, data handling, or any other matter — you may raise it through the following channels:

1. Email the Grievance Officer at grievance@vitiv.ai with the subject line "Grievance: [brief description]". Include your registered email address, the nature of the complaint, and any supporting details.
2. Use our Contact form at /contact.
3. In-app support chat — available within your Relaytiv dashboard.

Response Timelines

We are committed to the following resolution timelines in compliance with Indian regulatory requirements:

• Acknowledgement: Within 48 hours of receiving your complaint.
• Resolution: Within 30 days of the complaint being received. For complex issues requiring investigation, we will provide a status update within 15 days.
• Payment disputes: Typically resolved within 5–7 business days. See our Refund & Cancellation Policy for details.

Escalation

If your grievance is not resolved to your satisfaction within 30 days, or if you do not receive an acknowledgement within 48 hours, you may escalate the matter to the relevant regulatory authority:

• Payment-related disputes (India): You may contact the RBI Integrated Ombudsman Scheme at cms.rbi.org.in.
• Consumer disputes (India): You may approach the National Consumer Disputes Redressal Commission (NCDRC) or your state consumer forum.

About This Policy

This grievance redressal framework is established in compliance with:

• The Consumer Protection (E-Commerce) Rules, 2020
• The Payment and Settlement Systems Act, 2007
• RBI Master Directions on Payment Aggregators (September 2025)
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021