JBE FINTECH
Grievance Redressal Policy
Last updated: July 28, 2026
This Grievance Redressal Policy explains how JBE Fintech LLP ("JBE FINTECH") receives, tracks, and resolves complaints raised by customers, Retailers, and Distributors across FASTag, cash management, recharge, bill payment, vendor payment, travel booking, marketplace, insurance, and coaching services.
1. Purpose
We aim to resolve every complaint fairly, transparently, and within a defined timeline — whether it relates to a failed recharge or bill payment, a booking or insurance issue, a commission or payout dispute, a service outage, or a Retailer/Distributor onboarding issue.
2. How to raise a complaint
- In-app or dashboard support ticket (fastest for account-specific issues)
- Email to jbefintechllp@gmail.com
- Phone support during business hours, listed on the Contact page
Please include your account or transaction reference, a description of the issue, and any supporting screenshots so we can investigate faster.
3. Resolution timelines
| Complaint type | Acknowledged within | Resolved within |
|---|---|---|
| Failed recharge, bill payment, or booking | 24 hours | 5 business days |
| Commission or payout dispute | 24 hours | 7 business days |
| Account or onboarding issue | 24 hours | 7 business days |
| Service outage impact | 4 hours | 3 business days |
| General complaint | 48 hours | 10 business days |
4. Escalation matrix
If a complaint is not resolved to your satisfaction within the stated timeline, it is automatically escalated to a senior support lead, and then to the Grievance Redressal Officer if still unresolved after a further 5 business days.
5. Grievance Redressal Officer
Name: Grievance Redressal Officer, JBE Fintech LLP
Email: jbefintechllp@gmail.com
Phone: +91 88834 88897