In line with the efforts to deliver the best, we use the ISO 9001:2015 standards to govern our day to day activities for a smooth and hassle-free service experience to all our customers.
This policy document lists various means available to our customers to reach out to us; our service guarantee; and timelines by which we will try and ensure resolution of our customer concerns.
Key Points:
Customers remain the key focus for all initiatives and strategies developed at Oxymoney.
Customers and their feedback are treated as the most valuable assets for the organization.
We endeavour to simplify our customers’ life through innovative product offerings.
Constantly evolve and invest in our grievance redressing systems for a seamless service delivery.
Our Commitment:
Grievances will be dealt with utmost importance.
We will try best to resolve any or all issues faced by our customers within the communicated time frame.
We value your feedback:
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied.
The Customers can send in their Queries, Requests or Complaints in the following ways:
Over Phone – Calling Customer Engagement Cell at 9818830400 between 07:00 AM to 11:00 PM, every day except National Holidays
Over Email – Sending us an email on care@oxymoney.com
Contact Us Section – By visiting our website https://b2b.oxymoney.com/Home or mobile app and selecting ‘Contact Us’.
On receiving customer feedback, our executive would reach out to the customers and ensure that all grievances are redressed within a predefined SLAs as given below –
Note - Complaints without a complaint reference number will not be treated as escalations.
Serial No.
Complaint Type
Estimated Timelines (SLA)
1 Money Transfer - Load or Send Money
3 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
2 Successful transaction but beneficiary account not credited
3 - 10 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
3 Recharge Transaction failure
3 Working Days
4 Travel & Ticketing Related Concerns
3 Working Days for booking related concerns 7 Days for refunds as some airlines and third-party portals may have a higher turnaround time
5 Bill payment Related Issues
3 Working Days
6 Online Shopping Related Issue
3 Working Days
7 Wallet related issues
2 - 5 Working Days
Customer Engagement Cell will acknowledge the grievance immediately on the receipt of complaint in the form of auto-response with a Ticket ID in case of Emails or Contact us section, or Complaint ID in case of call.
The customer will be kept informed on the progress towards the final resolution or communicated any delays in redressing the concern.
As "Customer Delight" is our priority, we are committed to provide best Payment Solution experience to all our customers. We extend a 3-level grievance redressal to all our customers.
Level 1
Customer Engagement Cell – The Customers may reach Customer Engagement Cell through above mentioned ways.
Level 2
In case the customer is not satisfied with the
Resolution provided by Level 1 executives
Breach in the above-mentioned SLAs or timelines
The customer may choose to escalate the concern using the below mentioned methods –
Write to us at:,
Oxymoney
C/O Appnit Technologies Private Limited,
403, Tower A, Logix Technova, Sector 132, Noida
Uttar Pradesh, Pin Code -201301
Email ID: nodal@oxymoney.com
All escalations received with the required details such as reference number provided at Level 1; Customer contact details (both phone & email); etc. would be addressed within forty eight (48) working hours and resolved in a maximum of seven (7) days in special cases pertaining to third party transactions.
Escalation: Level 3
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:
Write to us at:,
Oxymoney
C/O Appnit Technologies Private Limited,
403, Tower A, Logix Technova, Sector 132, Noida
Uttar Pradesh, Pin Code -201301
Email ID: nitin@oxymoney.com
On receiving the escalation, the complaint will get acknowledged within twenty-four (24) working hours and post acknowledgement, will be resolved in a maximum of seven (7) working days in special cases pertaining to third party transactions.