Last Updated: 19 May 2026 Effective Date: 19 May 2026
1. Purpose
Brandkeymedia is committed to providing the highest standard of service to all clients. This Grievance Redressal Policy has been established in compliance with the Reserve Bank of India’s 2025 Master Directions on Payment Aggregators and applicable consumer protection regulations in India.
This policy outlines the process through which clients and users can raise concerns, complaints, or grievances related to our services or payment transactions, and the timelines within which we commit to resolving them.
2. Scope
This policy applies to all clients, prospective clients, and users who:
- Have engaged or are seeking to engage Brandkeymedia’s services.
- Have made or attempted to make a payment through our Website.
- Have a complaint or dispute related to any service, invoice, refund, or transaction handled by Brandkeymedia.
3. How to Raise a Grievance
You may submit a grievance through any of the following channels:
By Email (Preferred): contact@brandkeymedia.com Subject line: “Grievance – [Your Name/Order ID]”
By Phone / WhatsApp: +91 8929960212 Available Monday to Saturday, 10:00 AM – 7:00 PM IST
By Post: Brandkeymedia E-99, Bharat Vihar, Kakrola, South West Delhi Delhi – 110078, India
When raising a grievance, please provide:
- Your full name and contact details
- A description of the issue or complaint
- Relevant transaction ID, invoice number, or project reference (if applicable)
- Any supporting documents or screenshots
4. Designated Grievance Officer
As required under Indian law and RBI guidelines, we have designated the following person as our Grievance Officer:
Name: Prashant Kumar Designation: Founder & Grievance Officer, Brandkeymedia Email: contact@brandkeymedia.com Phone: +91 8929960212 Address: E-99, Bharat Vihar, Kakrola, South West Delhi, Delhi – 110078, India
5. Grievance Resolution Timelines
We are committed to the following resolution timelines:
| Stage | Timeline |
|---|---|
| Acknowledgement of grievance received | Within 2 business days |
| Initial response / update to client | Within 5 business days |
| Full resolution of complaint | Within 15 business days |
| Complex disputes (requiring investigation) | Within 30 business days |
If a grievance requires more time due to exceptional complexity, we will notify you of the extended timeline and provide regular updates.
6. Payment Transaction Complaints
For complaints specifically related to payment transactions (failed payments, incorrect charges, refund delays, double debits, etc.):
- Contact us first at contact@brandkeymedia.com with your transaction ID and bank reference number.
- We will investigate the issue with our payment gateway partner and revert within 5 business days.
- If the issue is confirmed, corrective action (refund, adjustment, or re-processing) will be completed within 7 business days.
If your payment-related issue is not resolved to your satisfaction, you may also contact our payment gateway partner directly:
- Razorpay Support: https://razorpay.com/support/
- Cashfree Support: https://www.cashfree.com/support/
7. Escalation
If you are not satisfied with the resolution provided by our Grievance Officer within the timelines stated above, you may escalate the matter to:
Consumer Disputes: National Consumer Helpline (NCH) – 1800-11-4000 or 14404 Payment Disputes: Reserve Bank of India’s Integrated Ombudsman Scheme – https://rbi.org.in/Scripts/Complaints.aspx
8. Continuous Improvement
All grievances received are reviewed periodically by the management of Brandkeymedia to identify patterns, improve our processes, and prevent recurrence of issues. We take every complaint seriously and use feedback to make our services better.
9. Contact
For any grievances, please reach us at:
Brandkeymedia E-99, Bharat Vihar, Kakrola, South West Delhi Delhi – 110078, India
Email: contact@brandkeymedia.com Phone: +91 8929960212 Business Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST Website: www.brandkeymedia.com
