Effective date: 6 November 2026 · Company: Rellancer Software Solution Pvt. Ltd. ("we", "our", "us") · Website: https://onboard.bobpey.com
We want every partner and merchant to be treated fairly and courteously, and every complaint to be handled quickly and properly. This policy explains how to raise a complaint about the BOBPEY partner portal, what happens next and how long it takes. Raising a complaint is free of charge.
1. Who can use this policy
- Partners of any type, and people who have applied to become one.
- Merchants whose application was submitted through the portal, by a partner or by themselves.
- Anyone whose personal data was submitted through the portal, for example by a partner.
Customers paying at a BOBPEY merchant should use the grievance policy on bobpey.com. Approved merchants with questions about their merchant account, settlements or renewals should first contact support through merchant.bobpey.com.
2. What you can raise
- Your partner application: verification, approval, rejection, suspension, your area of operation.
- Commission: a missing, wrong or reversed amount, a share or split, the onboarding, renewal or daily transaction commission.
- Withdrawals and tax: a delayed, rejected or wrong payout, deductions, TDS or TDS certificates.
- Merchant onboarding: an application, payment, payment link, refund, QR / BPI code or approval decision.
- Personal data: how your data is used or shared, a request to access, correct or erase it, or a suspected misuse or breach.
- Misconduct: for example a partner asking a merchant for cash or an extra fee, false documents, or misuse of someone's data.
- The portal itself: errors, access problems, or anything else about our service.
3. How to raise a complaint
Email info@bobpey.com with the subject "Grievance: <topic>", or use our contact form. Please include:
- your name and the mobile number registered with us;
- your partner referral code, or the merchant's shop name and mobile number;
- the reference involved, if any: the payment ID (pay_…), the BPI code, or the date and amount of the commission or withdrawal;
- what happened, and what you would like us to do;
- any screenshots or documents that help.
Never send your password, an OTP, your full Aadhaar number or card details. We will never ask for them.
4. What happens next
| Stage | What we do | Timeline |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and give you a reference. | Within 2 working days |
| Level 1: Support team | We look into it, and may ask you for more information, and reply with a resolution or an explanation. | Within 15 days of the complaint |
| Level 2: Grievance Officer | If you are not satisfied, or have no answer after 15 days, reply to the same email with the subject "Escalation: <your reference>". Your complaint is reviewed by our Grievance Officer, who was not involved at Level 1. | Final response within 30 days of the original complaint |
Complaints are handled in this order. An escalation must quote the Level 1 reference; one that skips Level 1 is sent back to it. If a complaint needs information from a bank, Razorpay or another party and will take longer, we will tell you why and when to expect an answer.
5. Specific cases
- Commission and withdrawals. Check your commission and withdrawal history in the portal first. Raise a complaint as soon as you notice a problem, quoting the merchant, the date and the amount. If an amount was wrong, we correct it in your commission record.
- Merchant fee refunds. A refund for a rejected application is made by Razorpay to the account the fee was paid from, usually within 5 to 7 working days. If it has not arrived after 10 working days, raise a complaint with the payment ID.
- Money deducted but payment not shown. If a payment does not appear within a few minutes, it is usually confirmed automatically. If it still does not appear after a day, raise a complaint with the payment ID. A failed payment that was deducted is refunded automatically by the bank or Razorpay.
- Personal data. Requests under the Digital Personal Data Protection Act, 2023 are handled as described in our Privacy Policy and within the time the law requires. We may first verify your identity. If you are not satisfied with our final response, you may complain to the Data Protection Board of India.
- Misconduct or fraud. Report it immediately. Reports are treated confidentially, and nobody who reports in good faith will be penalised for it. We may suspend an account while we investigate.
6. How we handle complaints
- Every complaint is recorded with its reference, and handled fairly, courteously and without charge.
- Information you share is used only to resolve the complaint and is kept confidential.
- We look for the cause, so the same problem does not happen again.
7. Other remedies
This policy does not limit any right you have under the law. Disputes are governed by our Terms and Conditions, under the laws of India and the courts at Kolkata, West Bengal.
8. Changes
We may update this policy. The current version is always published on this page with its effective date.