1 INTRODUCTION
MyInstaCash is a web-based DLA operated by GrowthX Business Technology Solutions Private Limited, CIN U70200KA2023PTC172266, acting as an LSP for Orrish Finance Private Limited, CIN U65100CT2019PTC009508, an RBI-registered NBFC and the Regulated Entity / Lender.
GrowthX/MyInstaCash is committed to providing customers with a fair, transparent and effective mechanism for resolving complaints relating to the digital lending journey, customer service, loan application facilitation, Personal Data, KYC assistance, technical issues, repayment support, payment or refund concerns and other LSP/DLA-related services.
2 HOW TO RAISE A COMPLAINT
Customers may initially raise a complaint with the MyInstaCash customer-support team at support@myinstacash.com or +91 79803 98535. To enable faster resolution, please provide your name, registered mobile number, application or loan reference number (where applicable), a brief description of the issue and relevant supporting documents.
GrowthX/MyInstaCash will endeavor to acknowledge, review and resolve complaints promptly and in accordance with applicable regulatory requirements.
3 ESCALATION TO THE GRIEVANCE REDRESSAL OFFICER
If the complaint is not satisfactorily addressed through customer support, it may be escalated to the Grievance Redressal Officer: Mr. Binod Seth, Mobile: +91 9230931008, Email: grievance@myinstacash.com. The Grievance Redressal Officer may coordinate with the concerned internal team, service provider and/or Partner Lender wherever necessary.
4 LOAN-RELATED COMPLAINTS
For complaints specifically relating to loan sanction or rejection, KFS, interest rate, APR, loan agreement, processing charges, disbursement, repayment, penal charges, foreclosure, loan-account information, recovery or other lender-related matters, customers may contact Orrish Finance Private Limited at grievance.redressal@orrishfinance.com, support@orrishfinance.com or +91 7880002242. Orrish Finance remains the Regulated Entity and Lender and is responsible for lender-related grievance redressal.
Where a complaint concerns an EMI, loan repayment, excess payment, duplicate repayment or adjustment to the loan account, GrowthX/MyInstaCash may assist in coordination; however, the relevant reconciliation and final adjustment/refund shall be undertaken by Orrish Finance Private Limited, because GrowthX/MyInstaCash does not directly receive borrower loan repayments.
5 ESCALATION TO RBI
Where an eligible complaint relating to the Regulated Entity is not satisfactorily resolved, is rejected, or no satisfactory response is received within the applicable regulatory period, including 30 days where applicable, the customer may escalate the complaint to the Reserve Bank of India through the RBI Complaint Management System (CMS) / Reserve Bank - Integrated Ombudsman Scheme, subject to the eligibility conditions and procedures prescribed by RBI.
6 OUR COMMITMENT
GrowthX/MyInstaCash will endeavor to handle complaints fairly, objectively, confidentially and without discrimination. Customers will not be charged any fee merely for raising a complaint. Complaint records may be retained for resolution, audit, legal or regulatory requirements. Customers are requested to provide accurate information and reasonable supporting documents required for investigation.
7 CONTACT DETAILS
MyInstaCash / GrowthX
Partner Lender / Regulated Entity
