Amero Loyalty Coins

Amero Wallet Customer Grievances Redressal Policy

The mobile Wallet believes in providing excellent and transparent approach in customer service and support to sustain and achieve business growth. As a service provider industry, customer service and customer satisfaction are the prime concerns of TMW and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressl of various types of customer Grievance redressal policy customer complaints. Customer’s satisfaction is our main objective and we strive to bulid healty customer relationship and deliver excellent service throughout.

Our Grievance Redressal Policy aims at minimizing instances of customer complaints and grievances through proper service delivery and prompt redressal of customer grievaces.

As required under the application RBI Guidelines, The Amero has developed a procedure for promptly attending to grievances of the customers in respect of various issues. This is done by setting up a “customer support” and a “grievance redressal mechanism.”

The Amreo policy on grievance redressal follows the under noted Principle:

• Transparency at all times in the process.
• A counrteous and fair treatment to our customers at all times.
• Free and easy approach by the users in case of any concerns.
• A prompt and timely response towards all and any issues/concerns raised by the customers.
• Customers are informed about the channels to escalate their complaints, concerns and grievances within Amreo if they are not satisfied with the resolution of their complaints.
• Amero values each customer equaily and will take care of all complaints efficiently and fairly.
• All employees at Amero must work in good faith and without prejudice to the interests of the users.
• Amero constantly works towards achieving newer and smarter mechanisms to receive and redress customer grievance. The details of grievance redress mechanism are placed in the domain of public knowledge.

Process to handle Customer Grievances

For Recharge, Bill Payment and Bus Ticket Related Issues

Escalation Level 1:

• Write to Customer Support Team -Abhishek@theamerocash.com Response Time: 24 working hours
• Call us at : 9825063992

Level 2:

• If the resolution you received does not meet your expectations,please write to us at -Abhishek@theamerocash.com

Level 3:

• If you are still not satisfied, please write to:
Amero Research & Loyalty Solutions Pvt Ltd
208, Satyam mall, Jodhpur Char Rasta,
Satellite, Ahmedabad – 380015. (Guj). India
Email:Abhishek@theamerocash.com
Website: theamerocash.com
Mobile: +91 9825463991

For Shopping Related Issues

Level 1:

• You can go to the theamerocash.com/contact us and select order to submit your query.
• You can also Call us at: 9825063992

Level 2:

• If the resolution you received does not meet your expectation, please write to us at - Abhishek@theamerocash.com

Level 3:

• If you are still not satisfied, please write to:
Amero Research & Loyalty Solutions Pvt Ltd
208, Satyam mall, Jodhpur Char Rasta,
Satellite, Ahmedabad – 380015. (Guj). India
Email:Abhishek@theamerocash.com
Website: theamerocash.com
Mobile: +91 9825463991

For Amero cash related Issues

Level 1:

• You can go to the theamerocash.com/contact us and select order to submit your query.

Level 2:

• If the resolution you received does not meet your expectation, please write to us at -Abhishek@theamerocash.com

Level 3:

• If you are still not satisfied, please write to:
Amero Research & Loyalty Solutions Pvt Ltd
208, Satyam mall, Jodhpur Char Rasta,
Satellite, Ahmedabad – 380015. (Guj). India
Email: Abhishek@theamerocash.com
Website: theamerocash.com
Mobile: +91 9825463991

Abhishek@theamerocash.com

We recommend our customers to send us their query/grievance by logging through Amero account and using the help and Support’s section. It is also recommended that the customer writes complaint reference number provided by our customer care team in all futher communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.Estimated time taken to address your queries, concerns, complaints
Suitable timeline have been set for every complaint depending upon nature of queries and the investigations lead time which would be involved in resolving the same.

Here are the estimated timelines at various levels of queries/escalations:

• First response to a user’s query/concern 24 hrs.
• Follow-up queries 48 hrs.
• Escalated cases 7 days
• Customer grievances 15 days
• NEFT to user’s bank account 7 days