Grievance Redressal Policy for Card Genius
Effective Date: August 23, 2025
- Preamble & Objective
Card Genius (“the Company,” “we,” “us,” “our”) operates the web portal www.cardgenius.co.in, providing comprehensive information on credit cards, promotional offers, reward points, and related financial products in India.
We are committed to providing our users (“you,” “your,” “subscriber”) with accurate, transparent, and high-quality information and services. This Grievance Redressal Policy outlines the framework for the timely and effective resolution of any grievances or complaints you may have regarding our website, content, or services.
The objective of this policy is to ensure that every user grievance is addressed fairly, promptly, and efficiently, maintaining the trust and confidence you place in Card Genius.
- Definitions
- Grievance/Complaint: Any communication from a user expressing dissatisfaction with any aspect of Card Genius’s services, including but not limited to: accuracy of information, website functionality, user experience, suspected bugs/errors, communication from us, or any alleged violation of our Terms of Service.
- Grievance Officer: The designated official responsible for overseeing the grievance redressal process.
- User/Subscriber: Any individual who accesses or uses the website www.cardgenius.co.in.
- Scope
This policy applies to all grievances raised by users of the Card Genius website. It covers complaints related to:
- Accuracy and timeliness of credit card information, offers, and reward details.
- Functionality, performance, and accessibility of the website.
- User experience and interface issues.
- Communications sent from our official email address (ask@cardgenius.co.in).
- Suspected technical errors or bugs on the site.
- Privacy concerns related to our Privacy Policy.
- Any other service-related issue not explicitly mentioned.
- Principles of Grievance Redressal
Our process is guided by the following principles:
- Fairness: Every grievance will be treated impartially and objectively.
- Accessibility: The process for raising a grievance is simple and easily accessible.
- Transparency: Users will be kept informed about the status of their complaint.
- Confidentiality: All grievances and user information will be treated as confidential.
- Timeliness: We strive to resolve all grievances within defined timelines.
- How to Lodge a Grievance
Since Card Genius operates solely online with no physical office, users can lodge grievances through the following digital channels:
Primary Channel:
- Email: Users must send a detailed email to our designated grievance redressal address: ask@cardgenius.co.in
What to Include in Your Email:
To help us resolve your issue quickly, please provide the following information in your email:
- Full Name:
- Registered Email Address (if you have subscribed):
- Subject Line: Clearly state the nature of your grievance (e.g., “Grievance – Incorrect Reward Point Information for HDFC Infinia”).
- Detailed Description: A clear and concise description of the issue.
- Relevant Details: Include specific URLs, card names, offer details, screenshots, or any other evidence that can help us understand and investigate the problem.
- Date and Time: When the issue occurred.
- Previous Communication: If applicable, any previous correspondence reference.
- Grievance Redressal Mechanism & Timelines
Stage | Process | Timeline |
Step 1: Acknowledgement | Upon receiving your grievance at grievance@cardgenius.co.in, an automated acknowledgement email with a unique Ticket ID will be sent immediately. This ID must be quoted in all future correspondence. | Within 24 hours |
Step 2: Review & Investigation | The Grievance Officer will review the complaint and may contact you for further information or clarification. The officer will investigate the matter thoroughly. | Initial review within 3 working days |
Step 3: Resolution & Response | Based on the investigation, the Grievance Officer will provide a final response via email, detailing our findings and the proposed resolution. | Within 15 working days from the date of acknowledgement. |
Step 4: Escalation | If you are not satisfied with the initial resolution, you may request an escalation by replying to the same email thread. The matter will be reviewed by a senior management representative. | A final response will be provided within 7 working days of the escalation request. |
Note: “Working days” refer to Monday to Friday, excluding public holidays in India.
- Appointment of Grievance Officer
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Card Genius has appointed a Grievance Officer.
Name: Mr. Swaraj Jain (Designated Representative)
Email: ask@cardgenius.co.in
The Grievance Officer is responsible for acknowledging, managing, and resolving all grievances received from users and ensuring compliance with this policy.
- External Escalation
If a user is not satisfied with the final resolution provided by Card Genius’s internal process, they may have the right to approach the relevant consumer forum or other appropriate legal authority as per the laws of India.
- Policy Review
This Grievance Redressal Policy will be reviewed annually or as required by changes in law or business practices. The latest version will always be available on our website at: www.cardgenius.co.in/grievance-policy
- Contact Information
For all grievances and complaints:
Email: ask@cardgenius.co.in
For general queries only:
Email: ask@cardgenius.co.in
Website: www.cardgenius.co.in
Disclaimer: This Grievance Redressal Policy is an internal document of Card Genius. While we endeavor to resolve all grievances amicably, nothing in this policy is intended to create any contractual rights or supersede any legal rights you may have under applicable Indian laws.
