Customer satisfaction is crucial for long-term business growth, and Getitnow Digital Technology Private Limited ("Company") makes it a priority to give our clients exceptional service at all times.

Purpose

Customer complaints are a significant customer voice, and this policy outlines how to handle them through a formal grievance procedure. In order to reduce the likelihood of similar problems arising again in the future, a review mechanism supports complaint redress.

The Grievance Redressal policy follows the following principles:
Customers are given fair treatment.
Customer complaints are addressed promptly and with politeness.
Customers are made aware of how to escalate concerns inside the company as well as their rights if they're not happy with how their complaints were handled.
The personnel put the interests of the clients first while working in good faith and without bias.
Internal procedures for dealing with client complaints
To ensure the prompt settlement of complaints, the company has created the best-in-class CRM system. The system logs complaints, follows TATs based on the type of inquiry, and escalates problems in accordance with the escalation matrix and predetermined TATs.
Within a time frame of seven (7) working days, customer service will be in charge of resolving complaints and grievances to the satisfaction of the customer. Every effort shall be made to provide the consumer with acceptable and adequate alternatives whenever possible. However, the client can raise the problem through the grievance redressal method mentioned below if they continue to be unsatisfied with the resolution.

Time frame

According to the investigations that would be necessary to resolve each complaint, appropriate deadlines of seven (7) business days have been set. Customers are notified of any delays, if any, in the handling of their complaints and complaints are appropriately acknowledged upon receipt.

Review and monitoring

Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.

Touch Points

Customer complaints are a significant customer voice, and this policy outlines how to handle them through a formal grievance procedure. In order to reduce the likelihood of similar problems arising again in the future, a review mechanism supports complaint redress. The following are some issues that customers might bring up with the lender who makes loans to them through the GetItNow product of Kapiital Kapslock Mobile Application (hereafter referred to as the "Lender" or the "Platform") or with the platform itself:

Grievance Redressal Mechanism of the Platform

Customers can contact the company's authorised representatives as listed below to voice their issues over the Platform, Repayment schedule, Processing Fee, and/or any other fees or problems related to the product.
Below are the various ways/modes through the customers can register their complaints/queries/enquiries:
The customers have the following ways of approaching the Company as per details mentioned below:
Voice Support– The customer can call us at Customer care at 9655645041 between 09:00 am to 7:00 pm from Monday to Saturday.
Email Support– Please write to us at support@getitnow.digital (Please ensure to mention your loan account number and contact number in the email).
The team guarantees that it will respond to the customer within seven business days, although there may be times when it takes longer.
In the event that a client is dissatisfied with the Customer Care team's response, they may escalate the situation to supervisor@getitnow.digital. Within 7 business days, the customer will get a written response or resolution to their question, disagreement, or complaint at the email address they have on file with the company.

Escalations:

Level 1: Customers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. A customer not satisfied with the response can escalate the matter/query/complaint to the Grievance Redressal Officer as mentioned here under:

– Grievance Redressal Officer – Vignesh S
– grievance@geitnow.digital
– 9655645041
– No. 90 SASIREKHAMA NAGAR KODUNGAIYUR CHENNAI TAMILNADU 600118

The Grievance Redressal Officer may be reached on the number provided above anytime between 09 AM to 7 PM from Monday to Saturday or through the e-mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of seven (7) business days from the date of receipt of a grievance.

Grievance redressal mechanism of the lender

Lender Link

Amaravathi Financial Solutions Private Limited Click Here
For all grievances against the Lender kindly refer to the Grievance Redressal Policy of the lender.