Grievance Redressal Policy

1. OBJECTIVE

In adherence to the RBI Digital Payment Framework 2026, Maghi Digital is committed to a transparent and time-bound grievance redressal mechanism to ensure consumer protection and excellence in service.

2. ESCALATION MATRIX

If you have any complaints regarding our digital payment services or release distribution services, please follow the escalation hierarchy below:

Level 1

Customer Support

For initial queries, transaction failures, and distribution updates.

Email: support@maghidigital.in

Response TAT: 24 Hours

Level 2

Nodal Officer

If your grievance is not resolved at Level 1 within 7 working days.

Officer Name: Deepak Kumar Pondit

Email: support@maghidigital.in

Address: House No. 40, Kurho Bindo, Jamua, Giridih, Jharkhand 815315

Mobile: 8401371826

Response TAT: 48 Hours

Level 3

RBI Ombudsman

If we fail to resolve your grievance within 30 days of logging your complaint.

Portal: cms.rbi.org.in

Escalation Period: Day 31 onwards

3. RESOLUTION TIMELINES

As per RBI 2026 mandates, we adhere to the following strict timelines for resolution:

Failed Transactions: T+1 reversal (auto-refund processed next working day).
Content & Copyright Disputes: 7-14 Working Days.
Financial Disputes & Settlement Queries: 30 Days maximum resolution period.

4. INSTITUTIONAL ACCOUNTABILITY

Maghi Digital assumes full accountability for technical lapses in the payment processing chain and provides a simplified dispute logging mechanism directly within the artist portal.