Start here
- Email support@donepaywallet.com with your registered mobile number and the transaction reference.
- You will get a ticket number within 48 hours.
- If Level 1 does not fix it, you can escalate twice more — the route is below.
- Level 1Customer supportAcknowledged in 48 hours · resolved in 7–15 working days
- Level 2Nodal officerAcknowledged in 3 working days · resolved in 15 working days
- Level 3Grievance officerAcknowledged in 48 hours · resolved within 30 days
Our commitments
DonePay Wallet resolves complaints fairly, quickly and openly. This page explains how a complaint moves through our team and what you can expect at each stage. Whatever the issue:
- every complaint is logged and given its own ticket number;
- every complaint is acknowledged within 48 hours;
- you are told the outcome and the reason for it, not just the decision;
- escalation is always open to you and never depends on our discretion; and
- complaints are handled confidentially and without discrimination.
What you can raise
You can raise a grievance about:
- a payment that failed, is stuck as pending, or was debited without the service being delivered;
- a refund that has not arrived within the timelines in our Refund & Cancellation Policy;
- a fee or charge you think is wrong;
- unauthorised or suspicious activity on your account;
- how we have handled your personal data under our Privacy Policy;
- how our support team has dealt with you; or
- anything else about the Service.
Problems with the underlying service Some issues — a mobile plan that does not work as advertised, or a disputed electricity bill — have to be settled with the Operator or Biller in the end. Tell us anyway: we will provide the transaction evidence and pursue it with the provider for you.
Level 1 — Customer support
Your first point of contact for everything.
- How to reach us
- support@donepaywallet.com, or the support option in the app
- Acknowledgement
- Within 48 hours, with a ticket number
- Resolution target
- 7 working days for straightforward issues; up to 15 working days when a bank, Operator or Biller is involved
Most complaints are settled here. If yours depends on a third party, we will say so and keep you updated while we chase it.
Level 2 — Nodal officer
Escalate to Level 2 if your complaint is not resolved within the Level 1 timeline, or if you are not satisfied with the answer.
- How to reach us
- support@donepaywallet.com with the subject line “Level 2 Escalation”
- Please include
- Your existing ticket number and why the answer did not resolve the problem
- Acknowledgement
- Within 3 working days
- Resolution target
- 15 working days from escalation
The Nodal Officer reviews the case afresh, independently of whoever handled it at Level 1.
Level 3 — Grievance officer
The final internal stage. The Grievance Officer is appointed under the Information Technology Act, 2000 and its rules, and also handles complaints about how personal data is processed.
- How to reach us
- support@donepaywallet.com with the subject line “Grievance Officer — Final Escalation”
- Acknowledgement
- Within 48 hours
- Resolution target
- Within 30 days of receipt
You will receive a written decision setting out what was found and why.
Timelines at a glance
| Level | Who handles it | Acknowledged | Resolved |
|---|---|---|---|
| Level 1 | Customer support | 48 hours | 7–15 working days |
| Level 2 | Nodal officer | 3 working days | 15 working days |
| Level 3 | Grievance officer | 48 hours | 30 days |
When a complaint depends on a bank, Operator or Biller, it can take longer than the target. If that happens we will explain why and give you an expected date — we will not leave your ticket silent.
What to include
Complaints are resolved much faster when they arrive complete. Please send:
- your registered mobile number;
- the DonePay transaction reference, with the date, time and amount;
- the service involved and the number, consumer ID or beneficiary details used;
- for top-up problems, the bank reference (UTR / RRN) and a screenshot of the bank statement entry;
- your earlier ticket number, if you are escalating; and
- a short description of what you expected to happen and what actually happened.
Never share your PIN, OTP, CVV or passwords We will never ask for them, and you should never put them in a complaint, an email or a screenshot. A genuine complaint can always be investigated without them.
When a complaint is closed
We treat a complaint as closed when:
- the issue is resolved and you have been told the outcome;
- we have explained, with reasons, why it cannot be resolved in your favour; or
- we asked for information we need to investigate and heard nothing back for 15 working days — you can reopen the ticket at any time by replying with that information.
Taking it further
If your complaint is still unresolved after Level 3, or you disagree with the final decision, you can pursue it through:
- the grievance process of the bank or payment partner that handled the payment (we will give you their details on request);
- the appropriate consumer disputes redressal commission under the Consumer Protection Act, 2019;
- the National Cyber Crime Reporting Portal for fraud-related matters; or
- any other authority with jurisdiction over the issue.
We will co-operate fully with any such process and provide the transaction records it needs.
Contact details
- Level 1 — Support
- support@donepaywallet.com
- Level 2 — Nodal officer
- support@donepaywallet.com (subject: Level 2 Escalation)
- Level 3 — Grievance officer
- support@donepaywallet.com (subject: Grievance Officer — Final Escalation)