This policy is mandatory under Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Quiqpe is committed to resolving every genuine grievance within 30 days.
1. Introduction
Quiqpe Private Limited ("Quiqpe") is committed to providing a transparent, fair and effective grievance resolution mechanism for all users of the platform. This policy outlines the process to raise complaints, the timelines for resolution and the escalation path if you are not satisfied with the initial response.
2. Types of Grievances Covered
2.1 Transaction Grievances
- Failed transaction — money deducted but recharge / bill not credited
- Double deduction for a single transaction
- Incorrect amount processed
- Refund not received within stated timelines
- Pending transaction not resolved
2.2 Account Grievances
- Unauthorised access to your Quiqpe account
- Account suspended or terminated without proper notice
- Incorrect Quiqpe Points balance or missing referral rewards
- Unable to log in or access account
2.3 Privacy & Data Grievances
- Suspected misuse of your personal data
- Request to access, correct or delete your personal data not fulfilled
- Unsolicited marketing communications after opt-out
- Breach of data confidentiality
2.4 Platform / Service Grievances
- Misleading information displayed on the platform
- Customer support unresponsive or unhelpful
- Discriminatory treatment on the platform
- Violation of your rights under DPDP Act 2023 or Consumer Protection Act 2019
3. How to Raise a Grievance
Step 1 — In-App Support (Fastest)
Open the Quiqpe App → Tap 'Help & Support' → Select your issue category → Submit your complaint. You will receive a ticket number immediately via SMS and in-app notification.
Step 2 — Email Support
Email us at support@quiqpe.com with the subject line: 'GRIEVANCE – [Your Issue in 5 words]'. Include:
- Your registered mobile number
- Transaction ID or Order ID (if applicable)
- Clear description of the issue
- Screenshots or supporting documents (if available)
- Preferred resolution (refund, correction, information, etc.)
Step 3 — Grievance Officer (Escalated Complaints)
If you are not satisfied with the initial response or your issue is not resolved within 7 days, escalate to our Grievance Officer:
| Name | Designated Grievance Officer |
| grievance@quiqpe.com | |
| Address | Plot No. 13, First Floor, Nawada Housing Complex, Uttam Nagar, New Delhi, West Delhi – 110059, India |
| Subject Line | GRIEVANCE ESCALATION – [Ticket Number] |
| SLA | Response within 15 days · Resolution within 30 days |
The Grievance Officer is available Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding public holidays.
4. Grievance Resolution Timelines
| Grievance Type | Initial Response | Resolution Target |
|---|---|---|
| Failed transaction (refund) | Within 48 hours | 5–7 business days |
| Account access issue | Within 24 hours | 2–3 business days |
| Privacy / data request | Within 48 hours | 30 days (DPDP Act requirement) |
| Referral / Points dispute | Within 48 hours | 5 business days |
| Escalated complaint (Grievance Officer) | Within 15 days | 30 days maximum |
| Emergency (account hacked) | Within 4 hours | Account secured within 24 hours |
5. Grievance Status Tracking
Every complaint receives a unique Ticket ID. You can track the status:
- In-App: Help & Support → 'My Tickets'
- Email: Our team updates you at each stage via email to your registered email ID
- SMS: Status updates sent to your registered mobile number for transaction-related grievances
6. Escalation Matrix
| Level | Contact | Trigger |
|---|---|---|
| L1 — Support Team | support@quiqpe.com | First point of contact for all issues |
| L2 — Grievance Officer | grievance@quiqpe.com | If L1 unresolved within 7 days or response unsatisfactory |
| L3 — Legal Team | legal@quiqpe.com | If L2 unresolved within 30 days, or legal matter |
| L4 — Consumer Court | CDRC / NCDRC | External escalation if Quiqpe resolution is unsatisfactory |
| L5 — Data Protection Board | DPB India | For unresolved DPDP Act privacy grievances |
7. External Escalation Options
7.1 Consumer Protection
- District Consumer Disputes Redressal Commission — for disputes under ₹50 lakhs
- State Consumer Disputes Redressal Commission — for disputes ₹50 lakhs to ₹2 crores
- National Consumer Disputes Redressal Commission (NCDRC) — for disputes above ₹2 crores
- National Consumer Helpline: 1800-11-4000 (toll-free) or 14404
- Online portal: consumerhelpline.gov.in
7.2 Payment / Financial Disputes
- RBI Ombudsman for Digital Payments: cms.rbi.org.in
- NPCI Dispute Resolution (for BBPS): npci.org.in
- Your bank's grievance mechanism for payment-related disputes
7.3 Data Privacy Disputes
- Data Protection Board of India (once constituted under DPDP Act 2023)
- CERT-In for cybersecurity incidents: cert-in.org.in
7.4 Cybercrime
- National Cybercrime Reporting Portal: cybercrime.gov.in
- Cybercrime Helpline: 1930
8. Good Faith Commitment
Quiqpe commits to:
- Treating every grievance with fairness, dignity and impartiality
- Not penalising users for raising legitimate complaints
- Maintaining confidentiality of grievance details
- Providing clear, written reasons for any decision taken on a complaint
- Continuously improving our services based on user feedback
Filing false or malicious grievances intended to harass other users or exploit the refund system is a violation of our Acceptable Use Policy and may result in account termination.
Contact Us
| Support | support@quiqpe.com |
| Privacy Queries | privacy@quiqpe.com |
| Legal Queries | legal@quiqpe.com |
| Grievance Officer | grievance@quiqpe.com |
| Registered Address | Plot No. 13, First Floor, Nawada Housing Complex, Uttam Nagar, New Delhi, West Delhi – 110059, India |
| CIN | U62012DC2026PTC469342 |
| PAN | AABCQ2373C |
Last updated: 15 April 2026. We reserve the right to update this policy at any time. Material changes will be notified to registered users.