Grievance Policy

Grievance Policy

Version 1.0

Date: 24th December, 2025

1. Background

Scapic Innovations Private Limited is authorized by the National Payments Corporation of India (NPCI) as a Third Party Application Provider (TPAP) for the UPI network and operates the Super.Money application in compliance with the directions and regulations issued thereunder, as amended from time to time. In addition, Scapic is authorized by the Reserve Bank of India (RBI) to function as a Bharat Bill Payment Operating Unit (BBPOU).

Further, Scapic collaborates with multiple lending partners in the capacity of a Lending Service Provider (LSP) and Digital Lending Application (DLA), in line with the regulations as issued by the Regulator.

Accordingly, Scapic has established and standardized a grievance redressal procedure to ensure fair, transparent, and timely resolution of customer concerns under this grievance policy.

2. Scope

The policy addresses super.money's responsibilities, obligations and limitations with respect to products and services enabled by super.money alone or in conjunction with its partner.

3. Objective:

The objective of the policy is to set a defined process for grievance redressal..

The policy details out the escalation matrix for the customers and the merchants, respectively. This ensures the mapping of the right team to each of the customer complaints.

4. Target Audience

The policy caters to all the customers who use Scapic's products and services.

5. Service Levels for Customers:

Level 1

Scapic provides 24x7 in-app support through the SuperMoney application, enabling customers to raise queries, concerns and complaints at any time. In addition, dedicated support is available via email at help@super.money, seven days a week.

Resolution of Complaints:

  • We are committed to providing customers with a first response within 24 hours of receiving the complaint.
  • Our turnaround time to resolve all your complaints/queries will be communicated in our first response after getting to understand your issue.
  • For any issues that stem from our partners (and not us) the customer will be given details of the responsible partner to connect directly with them.
  • In some cases, the resolution may be instant, however, it may take time for it to reflect in the system.

NOTE:

  • If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.
  • Only complaints that have been raised to Level 1 will qualify for redressal at Level 2

Level 2: Grievance Registration:

If a customer's issue remains unresolved, or if they are dissatisfied with the resolution provided at the previous level, they may escalate their concern to the Grievance Redressal Officer (GRO) by reaching out to:

Resolution of Level 2 Complaints:

  • We are committed to providing a first response within 24 hours of receiving the Level 2 complaint.
  • We aim to resolve all complaints within 7 business days.

NOTE:

If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.

Nodal Officer Contacts:

In case the issue remains unresolved at the previous level, customers can choose to reach out to the Grievance Redressal Officer.

Mr. Rahul Sharma

Scapic Innovations Pvt. Ltd.

Floor no. 11, Shilpita Tech Park, SY NO: 55, 3 & 55/4, Devarabisanahalli, Bellandur, Bengaluru, Karnataka 560103