Citrus Payment Solutions Pvt. Ltd

Customer Complaint Redressal Policy

Citruspay assures a transparent approach with all its valued customers, whom we consider the evangelists to our success and growth. Our policy aims at offering optimum support in case of any customer grievances. Evolvement of our products and services is our focus, along with the incorporation of the latest customer requirements in our applications and services to them.

We constantly endeavor to give and uphold the best of the service we can offer to our customers at all times.

Citruspay’s policy on grievance redressal is as follows :

  • Our customers will be treated fairly at all times.
  • Complaints or concerns raised by users are dealt with an open mind, with early solutions offered in a timely manner.
  • Users are assured of being provided with information of the channels and tiers where they can escalate their complaints, concerns and grievances with Citruspay as well as their rights, if, not satisfied with the resolution of their grievances.
  • Citruspay will attend to all grievances efficiently and fairly as we value each customer.
  • All employees at Citruspay diligently work in good faith and without prejudice to the interests of the customers.

We understand that customer grievances could come in various circumstance like a gap in the promised and delivered service levels. And also due to the genuine technical or communicative errors in the system. Customers have complete authority to share feedback / raise a complaint if they are disappointed with the services rendered by Citruspay. They can highlight or escalate their complaint/ feedback/ suggestions in writing, via email, calls to our Customer Support number or on our website www.citruspay.com. If a customer’s dilemma is not resolved within the given time or if they are dissatisfied with the solution/resolution offered by Citruspay, they may approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal. In order to make Citruspay redressal channels more effective and meaningful, a structured system has been put in place. This system will ensure that the complaints are readdressed seamlessly and well within the committed timeframe.

Awareness of Grievance Redressal System

At Citruspay, the customer experience is what we focus on and constantly analyze and implement the feedbacks received which helps us evolve and enhance our services.

Team Sensitization on handling complaints

Our staff /teams undergo regular training to ensure that consumers queries and grievances are handled in an appropriate manner. They are encouraged to work in a manner which helps us in offering a first time resolution and in turn build the consumer trust and confidence. This reflects in both the operations as well as the customer communications. A mechanism has been instated for analysis and requisite working towards rectification of any concerns identified within the system at the root level. This helps in improving the overall quality of the service levels continually.

For Citruspay Cash and Wallet Related Service Issues

Level-1 :

  • You can write to us at : support@citruspay.com.
  • You can go to and click Contact Us on our website to submit your query along with the Reference number.
  • You can also call us on 020-67314141 (Operational from 9 AM to 8PM, Monday to Friday and 10 AM to 6PM, on Saturday and Sunday).
  • Resolution to the same will be given within 7 days.

Level-2 :

or mail your query at

Citrus Payment Solutions Pvt. Ltd,
5th Floor,Icon Tower,
Opposite KFC Restaurant,
Baner Road,Baner,
Pune 411045

Level-3 :

or mail your query at

Citrus Payment Solutions Pvt. Ltd,
5th Floor,Icon Tower,
Opposite KFC Restaurant,
Baner Road,Baner
Pune 411045