Grievance Redressal Policy

1. Purpose and scope

This policy sets out how Profitse Technologies Private Limited, operating the Kaapi Money Platform, receives, records, resolves, and escalates customer grievances. It tells you who to contact, how long it takes, and where to go if you are not satisfied with our response.

It is framed with reference to the following, and we follow them to the extent they apply to us:

• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• The Digital Personal Data Protection Act, 2023 and the DPDP Rules, 2025
• The Reserve Bank of India (Digital Lending) Directions, 2025, which apply to us as a Lending Service Provider
• The Credit Information Companies (Regulation) Act, 2005 and the Rules and Regulations made under it
• RBI circular RBI/2023-24/72 dated 26 October 2023 on compensation for delayed updation or rectification of credit information
• The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

2. Our commitments

1. Every complaint is acknowledged within 24 hours, and given a ticket number once our team picks it up
2. Complaints are resolved within 15 days, and faster where the matter is urgent
3. Where a complaint is rejected wholly or in part, we give the reason in writing and tell you where to escalate
4. Raising a complaint costs you nothing
5. We respond in Hindi or English, whichever you prefer, and avoid jargon
6. No customer is disadvantaged for having complained

3. What you can complain about

Grievances we handle directly include:

• Incorrect or missing credit score or credit report information on the Platform
• Incorrect information provided by one of our AI assistants
• A loan offer that differed materially from what was displayed
• Delay in an application being passed to a lender
• Data privacy matters, including consent not being honoured, or a request for access, correction, or erasure not being actioned
• Unwanted or excessive communications
• Conduct of our personnel
• Impersonation of Kaapi Money by any third party
• Technical faults on the Platform

Matters we cannot resolve directly, but will route and follow up on:

• Errors within your credit bureau report. Only the credit information company can correct these. We detect likely errors, draft the dispute for you, and help you read the response, but you send it to Experian from your own email. Section 6 sets out the process, the statutory timelines, and your entitlement to compensation for delay
• A lender’s decision to approve or reject your application
• Terms of a loan agreement you have signed with a lender
• Recovery and collection calls. We do not currently carry out any recovery or collections activity. Any person calling you about a repayment is not acting for Kaapi Money. Please report it to us immediately

4. How to raise a complaint

Start here. Most things are sorted by our support team, and this is the fastest route.

You will get an acknowledgement within 24 hours, a ticket number once our team picks up your complaint, and a resolution within 7 working days.

Not resolved, or not happy with the answer? Escalate to one of our Grievance Officers.

Please quote your ticket number when you escalate, or include your earlier correspondence if you do not have one yet. You will get an acknowledgement within 24 hours and a resolution within 15 days.

You do not have to start at the first stage. If your complaint is about fraud, someone impersonating Kaapi Money, or the handling of your personal data, write straight to grievance@kaapi.money and we will treat it as urgent.

Including your registered mobile number, what happened and roughly when, any screenshots, and the outcome you are seeking will help us resolve it faster. None of this is mandatory.

5. Escalation matrix

Use the level that matches where you are. Each level is only reached if the one before it has not resolved your complaint, or has not replied within its stated time.

Address for Levels 1 and 2: Profitse Technologies Private Limited, No. 472/7, Balaji Arcade, 2nd & 3rd Floor, A.V.S Compound, Koramangala VI Block, Bengaluru South, Bengaluru 560095, Karnataka. Lines open Monday to Saturday, 10:00 AM to 7:00 PM IST.

Levels 3 and 4 apply only where relevant. Level 3 is for corrections to your credit report, which only the credit bureau can make and which you file directly with Experian yourself. We draft the dispute for you. Level 4 is for matters concerning a loan you have taken. You can go to Level 5 from any of the preceding levels once the conditions in Section 5, Level 5 are met.

Each level is set out in detail below.

Level 1: Customer Support

Contact: In-app Help and Support, or support@kaapi.money
Acknowledgement: Within 24 hours, with a ticket number to follow once our team picks up your complaint
Resolution: Within 7 working days

Most matters are resolved at this level.

Level 2: Grievance Officers

Escalate here if Level 1 has not resolved your complaint, or has not replied within 7 working days. You can also come straight here for anything involving fraud, impersonation, or the handling of your personal data.

Acknowledgement: Within 24 hours
Resolution: Within 15 days

We have appointed two officers. You do not need to work out which one your complaint belongs to. Write to the address above and we will route it.

Sushmita Das, Director, Nodal Grievance Officer. Handles complaints about loans, our lending and distribution partners, Key Fact Statements, and fees.

Sridhar Sirugudi, Director, Data Grievance Officer. Handles complaints about how we process your personal information, including consent, access, correction, erasure, credit information, and unwanted communications. He is also the person to contact with any question about your data rights under the Digital Personal Data Protection Act, 2023.

Please quote your Level 1 ticket number when escalating, or include your earlier correspondence with our support team if you do not have one.

Level 3: The lending partner

Where your complaint concerns a loan you have taken, the regulated entity that lent to you retains ultimate responsibility for resolving it. That is the bank or NBFC named in your loan agreement and Key Fact Statement, which may not be the same as the channel through which you found the loan. We will provide that lender’s nodal officer details and follow up alongside you. Each partner’s grievance officer contact details are published at https://www.kaapi.money/partners.html.

Level 4: External escalation

Digital lending complaints: Reserve Bank of India

You may escalate to RBI if your complaint has been rejected wholly or in part, if you are dissatisfied with the reply, or if you have received no reply within 30 days.

• Complaint Management System: https://cms.rbi.org.in
• Sachet Portal: https://sachet.rbi.org.in
• RBI Contact Centre: 14448
• By post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017

This operates under the RBI Integrated Ombudsman Scheme, 2021. There is no fee.

Data protection complaints: Data Protection Board of India

If you remain dissatisfied with our handling of a personal data grievance, you may complain to the Data Protection Board of India under the DPDP Act, 2023. The Act requires you to first exhaust our internal process, so please raise the matter with our Data Grievance Officer before approaching the Board.

The Board was constituted on 13 November 2025 and operates as a digital office, meaning complaints, hearings, and decisions are handled online rather than in person. It sits under the Ministry of Electronics and Information Technology and is headquartered in the National Capital Region.

To file a complaint, use the Board’s online filing facility. If you cannot locate it, write to us at grievance@kaapi.money and we will point you to the current filing route.

Credit report errors: Experian

• Dispute portal: https://www.experian.in/consumer/dispute
• Email: consumer.support@experian.com

If the credit information company does not resolve the dispute, you may escalate to RBI through the CMS portal, since credit information companies fall within the Integrated Ombudsman Scheme.

Consumer complaints

• National Consumer Helpline: 1915
• Portal: https://consumerhelpline.gov.in
• Or file directly with the appropriate District, State, or National Consumer Disputes Redressal Commission

Cyber fraud

• Cyber Crime Helpline: 1930
• Portal: https://cybercrime.gov.in

6. Credit information disputes

Disputes about what is written in your credit report run on a different clock from our other complaints, and that clock is set by law rather than by us.

The statutory timeline

A credit information dispute must be resolved within 30 calendar days from the date you first raise it, split as 21 calendar days for the lender that reported the entry and 9 calendar days for the credit bureau.

The clock starts when you first file, not when the bureau receives it. Any time we take to pass your dispute on comes out of your 30 days, not out of ours.

What we do, and what you do

Kaapi detects likely errors on your report and drafts the dispute for you. You send it to the bureau from your own email address. That means the dispute is filed by you, directly with Experian, and the statutory clock runs from the date you send it.

We send the dispute from your email rather than ours for a reason. The bureau is required to deal with the consumer whose data it is, and a dispute filed by you personally carries your statutory rights with it, including the compensation entitlement below. A dispute routed through a third party can be slower and is easier to deflect.

Keep your filing date. Note the date you sent the dispute and keep the acknowledgement. Everything below runs from that date, and you will need it if you have to escalate.

What we cannot do

We cannot amend, correct, or delete any entry in your credit report. We are not a Credit Institution and we are not a Credit Information Company. Only the credit bureau can make the correction, working with the lender that reported the entry.

We also do not file your dispute for you or receive Experian’s response on your behalf. What we do is find the error, explain it, draft the dispute properly, and help you understand and act on whatever comes back.

Compensation for delay

If your dispute is not resolved within 30 calendar days of the date you filed it, you are entitled to compensation of ₹100 per calendar day from the lender or bureau responsible for the delay, under RBI circular RBI/2023-24/72.

When we draft your dispute we will remind you to include your bank or UPI details so any compensation can be paid to you, and to keep the date you sent it.

If your dispute is rejected

Where a dispute is rejected wholly or in part, we tell you in writing that it has been rejected, the reasons given, and where you can take it next.

7. Turnaround times

Where a complaint genuinely requires longer, for example because it depends on a credit information company or a lender, we will contact you before the deadline expires, explain why, and give a revised date.

8. Internal handling process

1. Acknowledge. An automatic reply confirms receipt within 24 hours and states the applicable resolution timeline
2. Log. The complaint is entered in the grievance register with a unique ticket number, the date and time of receipt, the channel, and the category. The ticket number is sent to the complainant
3. Categorise and assign. By type and urgency. Complaints involving fraud, impersonation, or data breach are escalated to the relevant Grievance Officer immediately, regardless of level
4. Investigate. Reviewing logs, consent records, chat transcripts, and third-party responses as required
5. Resolve and respond. In writing, in plain language, stating the reason for the decision
6. On rejection. We state the rejection clearly, give reasons, and set out the escalation route
7. Close and review. Outcome recorded and checked for recurrence

9. Records

The grievance register records, for each complaint: ticket number, date and time received, complainant details, channel, category, description, officer assigned, action taken, date of resolution, outcome, and whether escalated.

For credit information disputes we additionally record the date we supplied the draft, the error category identified, and, where the consumer tells us, the date they filed and the outcome.

Records are retained for three years from closure, or longer where required by a regulator.

10. Reporting and review

• The Grievance Officers keep a record of every complaint, its category, and how long it took to resolve
• They report to the Directors on complaint volumes, categories, resolution times, and any breach of the timelines in this policy, at least once a year and more often if volumes warrant it
• Where the same issue recurs, we look for the underlying cause rather than treating each complaint separately
• Aggregate grievance data is published where a regulator requires it

11. Fraud warning

12. Display

This policy, together with the names and contact details of both Grievance Officers, is displayed prominently on our website footer and within the Platform, alongside links to the RBI Complaint Management System and Sachet portals. Where you take a loan, the lender’s own Key Fact Statement will separately carry that lender’s grievance officer details.

This Grievance Redressal Policy was last updated on: 18 August 2026

Profitse Technologies Private Limited · CIN: U62013KA2026PTC223716 · No. 472/7, Balaji Arcade, 2nd & 3rd Floor, A.V.S Compound, Koramangala VI Block, Bengaluru South, Bengaluru 560095, Karnataka