Grievance Redressal Policy

EMI Guard aims to resolve every complaint fairly and promptly. This page explains how to raise one and what happens next.

What this covers

• Privacy or data-handling complaints.
• A device restriction believed to be incorrect, or applied without proper notice.
• Conduct of a retailer using the platform.
• Billing or payment complaints relating to a EMI Guard subscription.

A complaint about a specific EMI sale, its price, or a dispute with a retailer over payment should first be raised directly with that retailer, since the sale itself is between the retailer and the customer. EMI Guard's grievance channel below handles platform-level complaints and can also be used if a retailer-level complaint is not resolved.

How to raise a complaint

Write to the Grievance Officer, at hello@apnabillpay.in, describing the issue, the sale or device it relates to, and the resolution you are seeking.

Timelines

• Acknowledgement: within 2 business days of receiving the complaint.
• Resolution or a substantive update: within 30 days, except where a longer period is reasonably needed and explained to you.

Escalation

If a complaint is not resolved to your satisfaction within the above timeline, you may write again to the same Grievance Officer referencing your earlier complaint, or pursue any remedy available to you before the appropriate consumer-protection or data-protection authority under applicable law.

These timelines are EMI Guard's own service standard, not a statutory guarantee, and nothing here limits any statutory complaint or grievance right available under applicable consumer-protection or data-protection law.

Last updated: 12 November 2026.