FINOGENIX PAY TECHNOLOGIES PRIVATE LIMITED (hereinafter referred to as “VittaGate”), having its registered office at A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301, provides innovative payment solutions including payment aggregation and gateway services.

1. Contact & Corporate Information

  • Brand Name: VittaGate
  • Company Name: FINOGENIX PAY TECHNOLOGIES PRIVATE LIMITED
  • Registered Office: A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301
  • Contact Number: 7881103466
  • Primary Email: Payfinogenix@gmail.com

2. Grievance Redressal & Escalation Matrix

Merchants or Customers having any query, feedback, or complaint pertaining to transactions processed via VittaGate may use the following escalation channels:

Level 1: Customer Support

  • Action: Visit the VittaGate Support Page and refer to the FAQs or file a ticket.
  • Website: https://www.vittagate.com/support
  • Response TAT: The support team shall respond within 10 business days from the date of receipt.

Level 2: Internal Escalation

  • Action: If the resolution provided in Level 1 is unsatisfactory, the Merchant/Customer can escalate via email.
  • Email: Payfinogenix@gmail.com
  • Response TAT: 5 business days.

Level 3: Nodal Officer (Grievance Officer)

  • Action: If the grievance remains unresolved, contact the appointed Nodal Officer.
  • Nodal Officer: Rajiv Moti
  • Address: A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301
  • Email: Payfinogenix@gmail.com
  • Response TAT: 5 business days.

Level 4: RBI Integrated Ombudsman

  • Action: If the complaint is not resolved within 30 days of filing with VittaGate, you may approach the RBI Ombudsman.
  • Portal: https://cms.rbi.org.in/
  • Toll-Free Phone: 14448
  • Address: Centralised Receipt and Processing Center, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh, PIN – 160017.

3. Record Keeping & Security

  • Retention: Records of customer complaints are maintained for at least five years after the business relationship ends.
  • Security Standards: VittaGate adheres to international standards including ISO/IEC 27001:2022, PCI-DSS v4.0.1, and SOC 2 Type 2.
  • System Audits: Regular information system audits are carried out by CERT-In empanelled auditors as required by law.