1. Principles
Every complaint shall be treated with fairness, transparency and empathy. We commit to acknowledging every complaint within 24 hours and providing a final response within 15 working days.
2. How to reach us
- In-app — Help → Raise a Ticket
- E-mail — support@emoney.today
- WhatsApp / Phone — +91 9650001862 (10 AM – 6 PM IST, Mon–Sat)
- Letter — Customer Care, eMoney, First Floor, JMD Empire Square, Mehrauli - Gurgaon Road, A-Block, DLF Phase-1, Sector-24, Gurugram, Haryana – 122002
3. Escalation matrix
| Level | Officer | Channel | TAT |
|---|---|---|---|
| Level 1 | Customer Care Executive | support@emoney.today | 7 working days |
| Level 2 | Grievance Officer | grievance@emoney.today · +91 9650001862 | 15 working days |
| Level 3 | Principal Nodal Officer | nodal@emoney.today · +91 9650001862 | 30 days |
| Level 4 | RBI Integrated Ombudsman | cms.rbi.org.in · 14448 (toll-free) | As per scheme |
4. Consumer Protection Act, 2019
Nothing in this policy shall limit any right available to a consumer under the Consumer Protection Act, 2019, including the right to approach the appropriate District / State / National Commission.
Grievance Redressal Officer
As required under Rule 5(9) of the IT (Reasonable Security Practices) Rules, 2011 and Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021.
Officer
Grievance Officer
Grievance Redressal Officer
Service hours
Monday to Saturday, 10:00 AM – 6:00 PM IST
+91 9650001862
First Floor, JMD Empire Square, Mehrauli - Gurgaon Road, A-Block, DLF Phase-1, Sector-24, Gurugram, Haryana - 122002
Acknowledgement within 24 hours · Resolution within 15 working days.