We at Dreampurse Technologies Private Limited (formerly known as Hip Bar Private Limited (HipBar)) (hereinafter referred to as “PPI Issuer” or “We”), are committed to providing our customers (“You”) with the highest standard of service that is both seamless and transparent.

To ensure customer satisfaction and address any customer grievances promptly and effectively, we have established a comprehensive grievance redressal mechanism in compliance with the Reserve Bank of India's (RBI) Master Directions on Prepaid Payment Instruments (PPIs).

In our effort to provide exceptional service and handle customer grievances effectively, it is important to understand key terms used in our grievance redressal process:

We have made it simple and straightforward for you to raise a Grievance. We shall be available 24x7 to hear you out. Customers can lodge any query, feedback, or a complaint through our various channels listed below:While raising a Grievance, we request you to provide the following information: (i) Your complete name; (ii) Your registered mobile number; (iii) Your registered email address; and (iv) details of the Grievance. Once we have heard your Grievance or query, we will provide an initial response/ acknowledgment within 24 hours or receipt. We will endeavour to address your Grievance within 5 working days. In case of any delay in the resolution time, we shall communicate the same with you. In the event of possible fraud related Grievances, it may take us longer to investigate with multiple partners and agencies, you shall be updated on the timelines throughout the investigation.

i.	If you are unsatisfied with the redressal of your Grievance or response to your query, you can reach out to the grievance desk at grievanceofficer@dreampurse.in. All escalations to the grievance desk shall be acknowledged within 24 hours or receipt and shall be endeavoured to be resolved within 3 working days. In case any escalation takes more than the specified resolution time, the Customer will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the escalation is not resolved.
ii.	If your Grievance is still not resolved to your satisfaction within the expected timeframe, or if you feel it hasn't been addressed adequately, you are entitled to escalate the matter to the Nodal Officer as per the details below. Further, in accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer is provided below: Name: Ranjith T Address: No. 769 and 770, 100 Feet Road, 12th Main, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka, India - 560008 Email: pno@dreampurse.in
iii.	All escalations received by the Nodal Officer would be acknowledged within 24 hours and a resolution would be provided within 3 working days. In case any escalation takes more than the specified resolution time, the Customer will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the Grievance is not resolved.
iv.	Consider escalation if: a.Non-Resolution within Resolution Time:Your Grievance hasn't been resolved as per the Resolution Time stated above. b.Unsatisfactory Response: The response received does not adequately address your Grievance. c. Repeated Issues: You are experiencing a recurring problem without a satisfactory long-term solution.

The above timelines are indicative and may vary depending on the complexity of the issue. We are committed to resolving all Grievances as swiftly as possible, while ensuring a thorough and fair process. In any event, we shall endeavour to address your Grievance within 30 days of receipt of the Grievance.

Grievances will be registered with a unique reference number and the unique reference number shall be shared with the Customer via email. Customers can track the status of their complaint using this unique reference number by sending an email to support@dreampurse.in. Alternatively, the Customer can call us at the abovementioned number and state the unique reference number and request for an update.

If your Grievance continues to remain unresolved or you are not satisfied with the resolution, approach the Ombudsman Office of the RBI for further escalation as per the Reserve Bank - Integrated Ombudsman Scheme, 2021 (as amended from time to time).

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/

Toll-Free PNo: 14448

Email ID: crpc@rbi.org.in

For more details, please refer to the link RBI Ombudsman- Reserve Bank of India - Press Releases (rbi.org.in)

Visit the RBI Ombudsman website for more information.

We are committed to keeping the Customer Grievance Redressal Policy in line with evolving industry standards and regulatory requirements. Our policy undergoes a periodic review process to identify areas of improvement and ensure it remains effective, relevant, and compliant with the latest guidelines set by the Reserve Bank of India (RBI). It is the duty of the Customer to keep themselves updated of the terms and conditions for continued usage of the PPI wallet.

Customers are advised to notify us of any unauthorized transaction at the earliest at support@dreampurse.in and/ or 080 - 62752800 or directly in app through contacting support on the mobile application. Please do note that the longer the time taken to notify us,the higher will be the risk of loss.

A customer's liability arising out of an unauthorized payment transaction will be limited to:With respect to unauthorised transactions, we shall resolve the liability of the Customer, if any, within 90 days from the date of receipt of the complaint, and the Customer shall be compensated as per the provisions above.

We (Dreampurse Technologies Private Limited) shall act in compliance with RBI's circular on Harmonisation of Turnaround Time (TAT) and customer compensation for failed transactions using authorised Payment Systems dated September 20, 2019 as maybe applicable to us in case of delay in meeting the timelines in respect of refund of failed payment transactions. The Board approved policy can be found here.