Grievance Redressal Policy

At Pokibit, we value all our customers and partners and are committed to providing a transparent and supportive experience. To ensure prompt and fair resolution of any complaints or issues, we have implemented a structured Grievance Redressal Policy designed to address and resolve concerns related to our services, particularly regarding gift card and voucher transactions.

1. Objective

This policy aims to:

• Provide a clear framework for addressing customer grievances.
• Ensure timely redressal of issues in a structured and efficient manner.
• Build trust and transparency through consistent communication.

2. What Constitutes a Grievance?

A grievance is defined as any dissatisfaction or concern arising from a gap between the promised and delivered service—particularly related to:

• Payment or refund issues.
• Delayed or failed delivery of vouchers.
• Technical errors during transactions.
• Any other dissatisfaction related to Pokibit’s products or customer service.

3. Channels for Lodging Complaints

Customers can raise a complaint through the following methods:

• Email: support@pokibit.com (Available 24x7)
• Website: www.pokibit.com (via ticketing or contact form)

4. Required Information for Complaint Submission

When submitting a grievance, customers should provide:

• Full Name and Registered Contact Details (Email and Mobile)
• Transaction ID (if applicable)
• Date and Time of Transaction
• Nature of the Issue
• Amount Involved
• Partner Name (if referred)

5. Acknowledgment and Ticket Generation

• Upon receipt of the grievance, a unique ticket number will be generated and shared with the customer via email and/or SMS.
• This Grievance Ticket Number should be used for all future communication regarding the issue.

6. Turnaround Time (TAT) for Resolution

Type of Query Resolution TAT Basic Issues Within 1 working day Complex Issues Within 3 working days Technical Issues Within 4 working days

• Issues are addressed on a first-in-first-out basis.
• The customer will receive regular updates regarding the status of the grievance, including reasons for delays (if any).

7. Escalation Matrix

If the grievance is not resolved within the specified time or the resolution is unsatisfactory, the customer may escalate the issue:

• Support Team – support@pokibit.com
• (Details will be made publicly available on our website.)

8. Responsibilities of the Grievance & Nodal Officer

• Monitor and manage all grievances and escalations.
• Ensure effective cross-functional collaboration for resolution.
• Periodically review and improve the grievance redressal system.

9. Guiding Principles

• Every grievance is treated with fairness, transparency, and prompt attention.
• All customers are treated equally and without prejudice.
• The grievance redressal mechanism is accessible, responsive, and easy to navigate.

10. Communication and Closure

• All follow-ups and final resolutions will be communicated via email only.
• Customers are advised to retain the Grievance Ticket Number for any future reference.

For further queries or assistance, please contact:

Support Email: support@pokibit.com

Website: www.pokibit.com