Our Commitment

Capora Fintech Private Limited is committed to resolving all customer grievances promptly, fairly, and transparently. This mechanism is established in compliance with the Consumer Protection Act, 2019, the RBI Digital Lending Guidelines, 2022, the Digital Personal Data Protection Act, 2023, and the RBI Integrated Ombudsman Scheme, 2021.

We are committed to:

• Providing a clearly accessible and easy-to-use grievance mechanism
• Acknowledging and resolving complaints within defined timelines
• Treating all customers fairly, with dignity, and without discrimination
• Maintaining confidentiality of grievances and protecting complainants from any form of adverse action
• Learning from grievances to improve our platform and services continuously

Scope — What You Can Complain About

You may raise a grievance with Capora regarding any of the following:

Subscription Service

• Incorrect or unexpected subscription charges or billing errors
• Failure to activate subscription after successful payment
• Delayed or incorrect credit score data or report
• Inaccurate credit improvement recommendations
• Refund not processed within the committed timeline
• Subscription auto-renewed without prior reminder notification

Referral / LSP Service

• Your information was shared with a partner without your explicit consent
• Misrepresentation of a loan or insurance product during referral
• Excessive or unwanted contact from a referred partner
• Failure to disclose Capora's referral fee arrangement at the time of referral

Data & Privacy

• Unauthorised access to or sharing of your credit report or personal data
• Failure to process a data correction, erasure, or consent withdrawal request
• Breach of confidentiality

General

• Unresponsive or inadequate customer support
• Any other unfair, deceptive, or misleading practice by Capora

For complaints about a loan product or insurance policy issued by a partner (e.g., interest rates, EMI collection, claim settlement), please contact that partner directly. Capora is not a party to those agreements and cannot resolve partner-specific disputes. However, if your complaint relates to Capora's conduct in referring you (e.g., misrepresentation, consent violation), we will address it.

3-Tier Escalation Matrix

Please follow the three-tier process below. Start at Level 1 and escalate only if you are unsatisfied with the resolution received at the previous level.

Level 1 — Customer Support

For first-level resolution of all complaints, write to our Customer Support team:

When writing to us, please include:

• Your registered name and mobile number
• Subscription / transaction ID (if applicable)
• Nature of the grievance and the date it occurred
• Supporting documents (screenshots, payment receipts, communication history)
• Your desired resolution

Level 2 — Grievance Officer (Nodal Officer)

If your complaint is not resolved within 7 business days at Level 1, or if you are unsatisfied with the response, escalate to our designated Grievance Officer as mandated under the RBI Digital Lending Guidelines, 2022 and the Consumer Protection Act, 2019.

Please quote your Level 1 complaint reference number when escalating to the Grievance Officer.

Level 3 — External Escalation

If your complaint remains unresolved after 30 days from the date of first lodging with Capora, or if you are unsatisfied with our final response, you may approach the following external authorities:

A. RBI Integrated Ombudsman (for LSP / digital lending complaints)

B. Consumer Disputes Redressal Commission (for subscription / service complaints)

• District Commission: Claims up to ₹50 lakhs
• State Commission: Claims between ₹50 lakhs and ₹2 crores
• National Commission: Claims above ₹2 crores

Online filing: edaakhil.nic.in

External escalation is available only after completing the internal grievance process, or if 30 days have passed without a satisfactory resolution from Capora.

Data Protection Complaints

For complaints specifically about personal data processing, privacy violations, or the Digital Personal Data Protection Act, 2023:

If unresolved, you may escalate to the Data Protection Board of India (once constituted and operational under the DPDP Act, 2023).

Fair Conduct Standards

In all our interactions, Capora commits to the following standards:

• We will not engage in misleading, high-pressure, or deceptive sales tactics
• Referral to partners will always be with your prior explicit consent; you may decline at any time
• We will clearly disclose our referral relationship and any fee arrangement at the point of referral
• All communications will be factual, clear, and in plain language
• Support staff will treat all customers with respect and professionalism
• All complaints will be handled without prejudice, regardless of subscription tier

Turnaround Time Summary

• Level 1 — Customer Support: Acknowledgement within 24 hours; Resolution within 7 business days
• Level 2 — Grievance Officer: Acknowledgement within 3 business days; Resolution within 15 business days
• Data Protection Complaints: Acknowledgement within 3 business days; Resolution within 30 days
• External Escalation (RBI / Consumer Forum): Eligible after 30 days from first complaint, or upon unsatisfactory final response

Reporting Fraud & Cyber Incidents

You may also report cybercrime at the National Cyber Crime Reporting Portal: cybercrime.gov.in or call 1930.

Capora will never ask for your password, OTP, or full card number over email, phone, or chat. Treat any such request as a phishing attempt and report it immediately.