LOOKING FOR A PAYMENT GATEWAY? INSTANT MERCHANT SIGN UP

Grievance Policy

We, at LivQuik Technology (India) Private Limited (“LivQuik” or “We”) value all our customers,and assure a sincere and transparent approach with all our customers. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal mechanism and implemented this Grievance Policy for our prestigious customers (“Grievance Policy”). This Grievance Policy aims at minimizing instances of customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customer grievances.

We understand that customer grievances could come in various circumstance like a gap in the promised and delivered service levels. And also due to the genuine technical or communicative errors in the system. Customers have complete authority to share feedback / raise a complaint if they are disappointed with the services rendered by LivQuik. They can highlight or escalate their complaint/ feedback/ suggestions in writing, via email, calls to our Customer Support number or on our website www.quikwallet.com. If a customer’s dilemma is not resolved within the given time or if they are dissatisfied with the solution/resolution offered by QuikWallet, they may approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal. In order to make QuikWallet redressal channels more effective and meaningful, a structured system has been put in place. This system will ensure that the complaints are readdressed seamlessly and well within the committed timeframe.

For the purpose of this Grievance Policy, (i) a customer means user of QuikWallet powered by LivQuik; and (ii) a grievance means any gap in the promised and delivered service levels which may be technical or communicative errors.

PRINCIPLES GOVERNING THIS GRIEVANCE POLICY:

1. All initiatives and strategies developed by LivQuik are made with the customer as the prime focus.

2. Prompt and efficient customer service is essential for business growth.

3. Constantly devising newer and smarter mechanisms to receive and redress customer grievances.

4. The details of grievance redress mechanism to be placed in the domain of public knowledge (website).

5. All employees at LivQuik must work in good faith and without prejudice to the interests of the Customers.

6. The grievances will be dealt with promptly and courteously.

7. LivQuik promises to rectify any issue faced by a customer effectively and in a timely manner.

8. All customers are to be treated fairly and equally at all times.

9. Customers should be informed about the channels to escalate their complaints, concerns and grievances within LivQuik

TEAM SENSITIZATION ON HANDLING COMPLAINTS

Our teams undergo regular training to ensure that consumer’s queries and grievances are handled in an appropriate manner. They are encouraged to work in a manner which helps us in offering a first time resolution and in turn build the consumer trust and confidence. This reflects in both the operations as well as the customer communications.

UPDATING OF GRIEVANCE REDRESSAL MECHANISM

At LivQuik, the customer experience is what we focus on and constantly analyse and implement the feedbacks received. Therefore, a mechanism has been instated for analysis and requisite working towards rectification of any concerns identified within the system at the root level. This helps in improving the overall quality of the service levels continually.

Note * Customer can lodge their complaint 24*7

MANNER OF REGISTERING COMPLAINTS

At LivQuik, we love to hear from our customers- be it a feedback or a complaint. We truly believe and follow that customer satisfaction is our priority.

The Customer can lodge a complaint in the following four ways:

A. LivQuik will setup a Toll-Free Phone line which can be contacted between 08:00 AM to 12:00 PM, 7 Days working (Except National Holidays)

B. By using the In-App Chat system provided in the QuikWallet mobile applications

C. Sending an e-mail to – support@quikwallet.com

  • A representative will acknowledge the grievance immediately on the receipt of complaint and initiate action to have the grievance resolved within seven (7) business days and in a maximum period of twenty one (21) business days in extraordinary cases.
  • The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing.
  • The follow up action taken in respect of such complaints shall be advised to customers by e-mail.
  • Customer can address the grievance to the below address on an email for escalations:-

    Vice President - Technology

    LivQuik Technology (India) Private Limited

    D-3123/4, Oberoi Garden Estate, Chandivali Farms Road, Andheri (E), Mumbai - 400072

    vp@livquik.com

    We will ensure that the highest resolution priority is given to escalation cases.

    If customer is still not satisfied with the resolution received, or if customer does not hear from us within specified time limit after following the above mentioned escalation steps, he/she can escalate the issue by registered post to:-

    Chief Executive Officer

    LivQuik Technology (India) Private Limited

    D-3123/4, Oberoi Garden Estate, Chandivali Farms Ro ad, Andheri (E), Mumbai – 400072

    ceo@livquik.com

    On receiving the registered post the same will get acknowledged within 7 business days.

    Further response to the escalated issue will be sent within 14 business days post acknowledgement.

    On receiving the registered post the same will get acknowledged within 7 business days. Further response to the escalated issue will be sent within 14 business days post acknowledgement.

    We will ensure that the highest resolution priority is given to escalation cases.

    It is recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This will enable us to resolve the query faster and in an efficient way.

    TIME ESTIMATE

    LivQuik shall endeavour to address every complaint within the below mentioned timelines, subject to the investigation which would be involved in resolving the same:

    LEVEL 1 – CUSTOMER SERVICE TEAM

  • Response to a user's query/ concern - 24 Business hours
  • Follow-up queries - 48 Business hours
  • Customer grievances resolution process - 10 Business Days
  • LEVEL 2 – ESCALATION CASES

  • Acknowledgement - 48 Business hours
  • Further response - 5 Business Days
  • LEVEL 3 – ESCALATION CASES

  • Acknowledgement - 48 Business hours
  • Further response - 7 Business Days
  • Fraud Management Policy

    Purpose

    LivQuik Technology (India) Private Limited is committed to minimising financial crime and in particular to preventing, detecting, investigating and reporting fraud. LivQuik conducts its business with honesty and integrity and as a result promotes an organisational culture from the top down that will not tolerate any act of fraud. This policy is designed to reduce the risk within LivQuik of fraud and other criminal acts being committed by employees, customers, suppliers and all other stakeholders and if such acts are committed, such acts then going unreported. This policy applies to all persons employed or engaged by LivQuik and all suppliers and customers. All staff are required to read and demonstrate they understand the policy.

    Fraud Management:

    LivQuik will monitor each Deposit made into QuikWallet Account to monitor high-risk & fraudulent transactions for which LivQuik has setup its own Risk Rules. If your deposit is classified as a high-risk transaction or is suspected of fraud, LivQuik will place a hold on the deposit and may ask you for more information on you and your funding source. LivQuik will conduct a review and either clear or cancel the deposit. If the deposit is cleared, LivQuik will notify you and update your QuikWallet Account. Otherwise, LivQuik will cancel the deposit and the funds will be forfeited by LivQuik. The said funds will be refundable only to source account upon valid demand raised by holder of source account. LivQuik will notify you by email and/or in the account history tab of your LivQuik account if the deposit is cancelled.

    In addition to above LivQuik have kept cooling period of 24 hours post depositing or transferring money in QuikWallet Account for using facility of Wallet to Bank & Wallet to Wallet.

    Further if Complaint is raised by customer with cyber-crime cell. The said fraudster account will be blocked immediately after intimation to LivQuik and outstanding amount in wallet will be refunded back to source within 7-10 working days. All information related to that wallet will be provided to cyber-crime cell for further investigation.

    Phishing Attack Prevention


    Phishing is an act undertaken by fraudsters to gain your private and sensitive information through emails that appear to be sent by LivQuik Technology (India) Private Limited/QuikWallet. Such fake emails encourage you to click on a link in the email which leads you to a fake website with a similar look and feel as that of LivQuik Technology (India) Private Limited/QuikWallet’s authentic website. It is designed to capture your personal confidential account information such as your username password & OTP.

    Customers’ email addresses are obtained/purchased by the fraudster through non-trusted sites where the customer would have revealed his email ID by means of casual browsing or shared it on chat rooms, blogs or mailing lists, etc.

    Fraudsters send spoofed emails, appearing to be sent by LivQuik Technology (India) Private Limited/QuikWallet, to large number of recipients with an urgent tone that calls for quick action to verify, update or reveal your confidential account information by clicking onto a link in the email.

    Once the recipient clicks on the link in the email, she is diverted to a fake website with a similar look and feel of LivQuik Technology (India) Private Limited/QuikWallet’s original website. The customer is presented a web form to divulge his confidential account information i.e. OTP, Username, Password, Mobile Number.

    Once the unaware customer reveals his confidential account information on the fake website he may be directed to the authentic website of LivQuik Technology (India) Private Limited/QuikWallet to suppress any suspicion arising in the customer’s mind. This is how the customer’s identity is compromised.

    The customer’s confidential account information or identity credentials are then used by the fraudster to gain access to the customer’s account to commit fraudulent transactions.

    The fraudster may use LivQuik Technology (India) Private Limited/QuikWallet’s email address, domain name, logo, etc. to give an authentic look to the fake email.

    Do not rely on the name and source in the “From” field of the email address as it may be easily manipulated by the fraudster to a valid email account of LivQuik Technology (India) Private Limited/QuikWallet.

    Very often, such fake emails are poorly drafted and may have spelling or grammatical mistakes. Such fake emails will always encourage you to click on to a link to verify or update your confidential account information.

    The links embedded in such fake emails may sometimes look authentic but when you move the cursor/pointer over the link, there may be an underlying link/url to a fake website.

    Verify the URL of the webpage (web page address): Most of the counterfeit / fake webpage addresses start with “http://” unlike LivQuik Technology (India) Private Limited/QuikWallet that would start with “https://” and not http://. While using LivQuik Technology (India) Private Limited/QuikWallet App or LivQquik Technology (India) Private Limited/QuikWallet Website, always make sure that the domain name starts from:

    Also verify the end letter “s” that ensures the security of communication by means of encryption between webpage and the visitor accessing it.

    Delete email and text messages that ask you to confirm or provide personal information (credit card and bank account numbers, Social Security numbers, passwords, etc.). Our company don't ask for this information via call, email or text.

    The messages may appear to be from organizations you do transaction with – banks, for example. They might threaten to close your account or take other action if you don’t respond.

    Don’t reply, and don’t click on links or call phone numbers provided in the message, either. These messages direct you to spoof sites – sites that look real but whose purpose is to steal your information so a scammer can run up bills or commit crimes in your name.

    Area codes can mislead, too. Some scammers ask you to call a phone number to update your account or access a "refund." But a local area code doesn’t guarantee that the caller is local.

    If you’re concerned about your account or need to reach an organization, please contact to our customer support.

    If you receive an e-mail claiming to be from LivQuik Technology (India) Private Limited/QuikWallet regarding updating sensitive account information like OTP, password, mobile number, let us know by forwarding the e-mail to support@livquik.com.

    Never provide sensitive account information like OTP, password, Mobile Number or personal details in response to an e-mail. If you have entered such information, report it to us immediately.

    If you notice any spoofed (duplicate/unofficial) LivQuik Technology (India) Private Limited/QuikWallet website, let us know by writing at support@livquik.com

    Be it any channel, on social media/ via telephone/email/written correspondence, LivQuik Technology (India) Private Limited/QuikWallet will never ask you to disclose your confidential details (Net-Banking/Credit/Debit card details) So, we would request all our customers to not fall prey to any such offer/schemes where you’re asked to give any of your confidential details! Please don’t trust or transact on offers listed on unofficial web-pages/apps. If you come across such spoof links (especially on social media platforms like Facebook), please report it to us and we will take necessary action.

    We hope that this helps all LivQuik Technology (India) Private Limited/QuikWallet users to conduct transactions safely all across the web. In case of any concerns or queries to just get more information, we are always listening at +91-8080810099.

    Feel free to write in anytime.