Customer Grievance Redressal Policy

1. Introduction

Veyro (“Veyro”, “we”, “us”, or “our”) is a developer-first payment orchestration and payment operations platform that enables businesses to integrate and manage multiple third-party payment service providers through a unified platform and API.

Veyro provides software infrastructure, payment routing capabilities, transaction monitoring, payment analytics, integration tools, and related technology services to businesses (“Merchants” or “Customers”).

Veyro is committed to maintaining transparent, fair, and accessible grievance redressal mechanisms for Merchants and individuals who interact with its platform.

We recognise that payment-related issues can cause inconvenience and financial concerns. Accordingly, this Customer Grievance Redressal Policy (“Policy”) establishes the procedures through which complaints, queries, and concerns relating to Veyro's products and services can be submitted, investigated, escalated, and resolved.

This Policy aims to ensure that every grievance received by Veyro is acknowledged, assessed, and addressed within a reasonable timeframe.

2. Objective and Scope

The objectives of this Policy are to:

• Establish a transparent and accessible grievance redressal mechanism for Merchants and end customers.
• Ensure fair and consistent treatment of all complaints without discrimination.
• Provide clearly defined channels for submitting and escalating grievances.
• Establish internal responsibilities and timelines for handling complaints.
• Address complaints relating to Veyro's platform, APIs, integrations, transaction visibility, technical services, billing, and support.
• Facilitate coordination with relevant Merchants and third-party Payment Service Providers (PSPs) when a complaint relates to their services.
• Maintain appropriate records of complaints, investigations, resolutions, and corrective actions.
• Identify recurring issues and improve the quality, reliability, and transparency of Veyro's services.

This Policy applies to:

• Merchants and businesses using Veyro's platform.
• Authorised users and administrators of Merchant accounts.
• Individuals who have made or attempted a payment through a Merchant using Veyro's orchestration infrastructure.
• Other individuals who have a legitimate concern relating to Veyro's products or services.

3. Nature of Veyro's Services and Responsibility

Veyro operates as a software-based payment orchestration platform. Merchants connect their own payment service provider accounts to Veyro and remain responsible for their relationships with those providers.

Depending on the integration and transaction flow:

• Veyro facilitates communication, routing, and transaction-related information between the Merchant's systems and connected PSPs.
• The relevant PSP is responsible for the payment processing functions it provides, including authorisation, processing, settlement, and other services under its agreement with the Merchant.
• The Merchant remains responsible for the products or services sold to end customers, including delivery, cancellation, refunds, and customer support relating to the underlying purchase.
• Veyro is responsible for investigating issues relating to its own platform, software, integrations, APIs, and contractual services.
• Under its intended operating model, Veyro does not independently receive, hold, pool, or settle Merchant funds.
• The actual responsibilities of Veyro, the Merchant, and the PSP shall be determined by the applicable agreements, transaction flow, and relevant laws.

4. Definitions

5. Types of Grievances

Veyro may receive complaints relating to, but not limited to, the following matters:

6. Grievance Redressal Mechanism

Merchants and End Customers may submit grievances through the following official channels:

7. Grievance Escalation Matrix

If a complainant is dissatisfied with the resolution or has not received an appropriate response, the complaint may be escalated through the following three levels:

Where an investigation requires additional time, Veyro will endeavour to inform the complainant of the reason for the delay and provide an estimated update date.

8. Complaints Involving Third-Party Payment Providers

Veyro integrates with independent third-party PSPs selected and connected by Merchants. Some complaints may arise from services or systems outside Veyro's direct control, including:

• Payment authorisation decisions.
• Bank-side transaction failures.
• Payment settlement delays.
• Issuer or acquiring bank processing.
• Payment method availability.
• PSP-specific transaction restrictions.
• Refund processing by a PSP or bank.
• Chargebacks and payment disputes.

In such circumstances:

• Veyro will review the information available within its platform.
• Where appropriate, Veyro will coordinate with the Merchant and relevant PSP.
• Veyro may provide available transaction references, technical logs, and other relevant information to assist the investigation.
• The complainant may be directed to the relevant Merchant, PSP, issuing bank, or other responsible institution for matters falling outside Veyro's control.
• The relevant PSP's terms, procedures, and applicable payment network rules may govern the final resolution of payment processing disputes.
• Veyro does not guarantee that a third-party PSP or bank will approve, reverse, refund, or settle a transaction within a particular period.

9. Refunds, Failed Transactions and Reversals

10. Chargebacks and Transaction Disputes

A chargeback is a payment dispute initiated by a cardholder through their issuing bank or other applicable payment institution. Chargebacks may arise from:

• Suspected unauthorised transactions.
• Goods or services not received.
• Defective or materially different goods or services.
• Duplicate transactions.
• Incorrect transaction amounts.
• Other reasons recognised under applicable payment network rules.

The Merchant and relevant PSP shall handle chargeback proceedings in accordance with their agreements and applicable payment network rules. Where Veyro receives relevant transaction information or a request for technical assistance, it may provide available records or integration-related information to the responsible Merchant or PSP. Veyro does not independently determine the outcome of a chargeback unless such responsibility is expressly established by a separate applicable agreement or law.

11. Fraud, Unauthorised Transactions and Security Complaints

Any individual who suspects an unauthorised transaction, fraudulent activity, or misuse of payment information should immediately:

• Contact their issuing bank or payment instrument provider.
• Inform the relevant Merchant, where applicable.
• Report the incident to the relevant PSP, where applicable.
• Contact Veyro through security@veyro.com if the incident appears to involve Veyro's platform, API, or infrastructure.

Veyro will assess reports relating to its own systems and take appropriate steps within its technical and legal responsibilities. Where required, Veyro may cooperate with authorised law enforcement agencies and other competent authorities in accordance with applicable laws.

12. Complaint Tracking and Status Updates

Veyro will endeavour to provide complainants with a means of tracking their complaints through email communications or the support portal, where available. A complaint may have one of the following statuses:

If a complaint requires additional investigation or coordination with a third-party provider, Veyro will endeavour to provide periodic updates. A complaint may be closed after a resolution has been communicated or where reasonable attempts to obtain necessary information from the complainant have been unsuccessful.

13. Record Keeping and Internal Monitoring

Veyro will maintain appropriate records of complaints and their handling, including complaint reference numbers, date and time of receipt, complainant details, nature and category of the complaint, investigation records, communication history, escalation details, resolution, and closure information.

Complaint records will be retained in accordance with Veyro's record retention policy, applicable data protection requirements, and legal obligations. Access to complaint records will be restricted to authorised personnel.

14. Governance and Oversight

Veyro's management will oversee the implementation and effectiveness of this Policy. The designated Grievance Officer will monitor complaint volumes, categories, response and resolution performance, recurring issues, unresolved complaints, customer feedback, and preventive measures.

The Grievance Officer will periodically report significant findings and recommendations to senior management.

15. Fair Treatment and Confidentiality

Veyro is committed to treating all complainants fairly and respectfully. No complainant shall be unfairly discriminated against for raising a genuine complaint.

Information received during grievance handling will be treated confidentially and accessed only by authorised personnel who require it for investigation, resolution, or legal compliance. Information may be disclosed where required by law, authorised by the relevant individual, or otherwise permitted under Veyro's Privacy Policy and applicable law.

16. External Escalation and Regulatory Authorities

A complainant may approach the relevant Merchant, PSP, issuing bank, consumer protection authority, data protection authority, law enforcement agency, or other competent authority where appropriate. The availability of an external grievance or regulatory escalation mechanism depends on the nature of the complaint, the responsible entity, the applicable jurisdiction, and the relevant legal framework.

17. Policy Review and Amendments

This Policy may be reviewed periodically by Veyro's management to ensure that it remains appropriate for Veyro's products, services, operational practices, and applicable legal requirements. Veyro reserves the right to amend this Policy from time to time. Any material updates will be published on Veyro's official website with the revised effective date.

18. Contact Information

For questions, complaints, or escalations under this Policy, please contact:

This Customer Grievance Redressal Policy is intended to establish Veyro's internal complaint-handling process. It does not replace the rights or remedies available under applicable laws, the Merchant's agreements with payment providers, or the terms governing the underlying transaction.