BorrowBuddy is dedicated to providing exceptional customer support to ensure a seamless experience on our website. This Customer Support Policy outlines how to contact us, the support process, and grievance redressal procedures, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

Contacting Customer Support

For any queries, issues, or assistance, reach out to our Customer Service team:

• Email: support@borrowbuddy.in
• Phone: +91-7707832318 (Monday–Friday, 9 AM–6 PM IST)
• Address: Nandpur, Sahnewal, Ludhiana, Punjab 141120, India

We aim to respond to all inquiries within 24–48 hours.

Payment-Related Queries

For issues related to payments (e.g., transaction status, refunds), you may also contact our payment gateway provider:

• Razorpay Support: support@razorpay.com
• Phone: 1800-123-1272 (Monday–Friday, 9 AM–6 PM)

Razorpay provides real-time notifications for payment events, accessible via their dashboard.

Grievance Redressal

If your issue remains unresolved, you may escalate it to our Grievance Officer:

• Email: grievance@borrowbuddy.in
• Address: Nandpur, Sahnewal, Ludhiana, Punjab 141120, India

We will address escalated complaints within 7 business days. If further assistance is needed, you may contact the Consumer Affairs Department under the Consumer Protection Act, 2019.

Support Process

Our support process ensures prompt resolution:

• Submit a Query: Use email, phone, or our website’s support form.
• Acknowledgment: Receive a confirmation within 24 hours with a ticket number.
• Resolution: Our team will investigate and resolve your issue within 48 hours, or escalate it if needed.
• Feedback: Provide feedback to help us improve our services.