1. Our commitment
DEEPFI SERVICES PRIVATE LIMITED (“Setupay”) is committed to resolving customer and partner complaints fairly, transparently and within defined timelines, in line with the Reserve Bank of India's customer-protection guidelines, the Consumer Protection Act, 2019 and the Information Technology Act, 2000 and rules thereunder.
2. Before you raise a complaint
- Keep your registered mobile number, Transaction ID / UTR / BBPS reference, date, amount and beneficiary/consumer details ready.
- Check the transaction status in your panel — many “pending” cases update automatically within 24–72 hours.
- Never share your password, transaction PIN, UPI PIN, OTP or card details while raising a complaint.
3. Escalation matrix
| Level | Channel | Contact | Acknowledgement | Resolution target |
|---|---|---|---|---|
| Level 1 Customer Support | Panel → Help & Support → Raise a complaint Phone / WhatsApp / Email | +91 79866-29866 support@setupay.co.in Monday to Saturday, 7:00 AM – 10:00 PM IST | Within 24 hours (ticket number issued) | 3–7 working days |
| Level 2 Grievance Officer | Email with Level-1 ticket number | Grievance Officer, DEEPFI SERVICES PRIVATE LIMITED grievance@setupay.co.in | Within 48 hours | Within 15 working days |
| Level 3 Nodal / Management review | Written escalation if Level 2 remains unresolved after 15 working days |
Nodal escalation desk, DEEPFI SERVICES PRIVATE LIMITED Office no 3 Kundan complex railway road panipat haryana 132103 | Within 3 working days | Within 30 days of original complaint |
If a complaint relates to a service provided by a partner bank, NPCI, operator or biller, we will lodge the complaint with that partner and keep you informed; timelines of the partner's dispute framework will apply.
4. External remedies
If you are not satisfied after exhausting the process above (or if no reply is received within 30 days), you may approach:
- RBI Integrated Ombudsman (for complaints against the regulated bank / payment-system participant involved) — cms.rbi.org.in, toll-free 14448.
- NPCI dispute mechanisms for UPI, AEPS and BBPS through your bank.
- National Consumer Helpline — 1915 / consumerhelpline.gov.in, or the appropriate Consumer Commission.
- Data Protection Board of India for personal-data grievances, after using our internal process.
5. Fraud and unauthorised transactions
Report suspected fraud, phishing, SIM-swap or unauthorised access immediately by calling +91 79866 29866 or emailing support@setupay.co.in with subject “Setupay Fraud Report”. We will block the account/credential on request, preserve logs and cooperate with your bank and law-enforcement agencies. You may also report cyber fraud on the national helpline 1930 or at cybercrime.gov.in.
6. Grievance Officer
- Designation
- Grievance Officer, DEEPFI SERVICES PRIVATE LIMITED
- Name
- [Name of the designated Grievance Officer]
- grievance@setupay.co.in
- Phone
- +91 79866 29866
- Address
- Office no 3 Kundan complex railway road panipat haryana 132103
- Working hours
- Monday to Saturday, 9:30 AM – 6:30 PM IST
The Grievance Officer is appointed under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and acts as the privacy grievance contact under the Digital Personal Data Protection Act, 2023.
7. Record keeping and review
All complaints, responses and resolutions are recorded with timestamps and reviewed periodically by management to improve processes. This policy is reviewed at least annually.