Last updated: August 2026
A clear path to raise, track and escalate complaints with defined turnaround times.
1. Our commitment
OptionPay maintains this policy so customers and partners can report service issues, settlement disputes, privacy concerns or platform defects without ambiguity.
2. How to raise a complaint
Choose any channel below:
- Email support@optionpay.in with subject “Grievance”.
- Open a ticket after signing in to the partner portal (where available).
- Write to OptionPay IT Solutions Private Limited, C-231, KA-324, The Arcade, Sector-12, Pratap Vihar, Ghaziabad, Uttar Pradesh 201009, India.
3. What to include
Provide your registered mobile number, outlet or partner ID if available, transaction or ticket reference, date, and a short description of the outcome you expect.
4. Timelines (TAT)
Acknowledgement within 3 working days.
Target resolution within 15 working days unless a bank, Bharat Connect / NPCI participant, biller or other provider investigation requires more time — in which case we will share an interim update.
5. Grievance officer
Grievance Officer, OptionPay IT Solutions Private Limited
C-231, KA-324, The Arcade, Sector-12, Pratap Vihar, Ghaziabad, Uttar Pradesh 201009, India
Email: support@optionpay.in
Phone: +91-9910632077
Hours: Monday–Saturday, 10:00–18:00 IST (public holidays excluded).
6. Escalation
If you are not satisfied with the resolution, reply to the grievance thread with “Escalation” in the subject. For matters involving regulated payment services, you may also have rights to approach the relevant bank sponsor, NPCI / Bharat Connect grievance channels or statutory authorities as applicable to that service.
