Grievance Redressal Policy

Prosper Professional Development Life Private Limited (“Prosper”, “we”, “our” or “us”) aims to provide a clear process for customers to raise concerns about orders, gift cards, vouchers, payments, service delivery, website access or customer support associated with www.safalsevakendra.in. This Policy explains how a customer can submit a complaint and how it may be reviewed and addressed.

Some gift cards, vouchers, payment services or related products may be issued, processed or fulfilled by third-party banks, authorised payment providers, PPI issuers, merchants or other service partners. Where a complaint relates to a partner’s product, transaction or decision, Prosper may coordinate with the relevant partner or direct the customer to the partner’s official complaint channel. The partner’s own terms and grievance process may also apply. Prosper does not represent that it independently holds an RBI, NPCI or other regulatory licence.

Customers may submit a complaint by email:

Please use a subject line such as “Customer Complaint – [Order/ Transaction Reference]” and include the information needed to identify the issue.

Please provide the following information where available:

• Customer name and a contact email address.
• Order ID, transaction reference or other relevant reference, if available.
• Product name, such as gift card or voucher, and purchase date.
• A clear description of the issue and the resolution requested.
• Relevant supporting documents or screenshots, with unnecessary personal or payment information hidden.

Complaints may be handled through the following steps:

1. We will review the complaint and, where practicable, acknowledge receipt within a reasonable period.
2. We may verify the order or transaction details and request clarification or supporting information.
3. Where a partner is responsible for issuing, processing or fulfilling the product, we may refer or escalate the relevant issue to that partner and follow up where appropriate.
4. We will communicate the outcome or the next steps when sufficient information is available, subject to applicable law and partner processes.

If the customer is dissatisfied with the response or has not received an update within the communicated timeframe, the customer may reply to the same email thread and request escalation. Where the matter is controlled by a bank, issuer, payment provider, merchant or another partner, the customer may also use that partner’s official grievance channel. Any statutory or regulator-based escalation route should be used only where applicable to the product and the responsible regulated entity.

Complaints concerning refunds, cancellations, failed payments, duplicate debits, voucher delivery or redemption will be assessed under the applicable product terms, Refund/Cancellation/Failed Transaction Policy and the relevant partner’s procedures. A refund or reversal is not guaranteed in every case; eligibility, timelines and responsibility depend on the transaction facts, product terms and applicable law.

We aim to handle complaints fairly, respectfully and without unreasonable discrimination. Complaint information will be accessed and shared only as reasonably necessary to investigate and resolve the matter, provide customer support, prevent fraud or comply with applicable law. Please refer to our Privacy Policy for further information.

We may maintain complaint records, correspondence, transaction references and resolution details for service improvement, audit, dispute handling and legal or regulatory purposes, subject to applicable retention requirements and our Privacy Policy.

Before publishing this draft, Prosper should confirm the designated grievance officer or responsible team, the operational response targets, escalation contacts for each relevant partner, and any product-specific or statutory timelines that apply. Do not publish unverified officer names, telephone numbers, regulatory escalation routes or guaranteed resolution periods. This document should be reviewed by an Indian legal/compliance professional before publication.