Grievance Redressal Policy

1. Overview

Payperlead Technology is committed to providing users, buyers and individuals whose information is processed through Payperlead with a clear channel for raising grievances.

This Grievance Redressal Policy explains how complaints, support issues and data-related grievances may be submitted and handled.

2. Scope

This Policy may apply to grievances relating to:

• Payperlead user accounts;
• login or registration issues;
• lead purchases;
• lead quality;
• payments;
• failed transactions;
• Payperlead Wallet;
• refund or replacement requests;
• privacy and personal data;
• lead consent;
• suspected misuse of purchased lead information;
• technical issues;
• other Payperlead services.

3. Grievance Officer

4. How to Submit a Grievance

A grievance may be submitted by email to:

support@payperlead.online

Where Payperlead provides an in-platform complaint or support function, users may also use that functionality where appropriate.

5. Information to Include

To help Payperlead review the matter efficiently, the person submitting a grievance should provide relevant information where available.

This may include:

• name;
• registered email address;
• registered mobile number;
• Payperlead order number;
• lead reference;
• payment reference;
• complaint reference;
• a clear description of the issue;
• supporting evidence where relevant.

6. General Response Time

Payperlead targets an initial response to general support and grievance emails within:

More complex matters may require additional investigation before a final resolution can be provided.

7. Lead Quality Complaints

Lead-quality complaints are governed by Payperlead's Refund & Replacement Policy.

Under the current policy, an eligible lead-quality complaint may be raised where the provided phone number is invalid or wrong.

The complaint must currently be submitted within 1 day of purchase.

8. Lead Complaint Resolution Target

Payperlead aims to review eligible lead-quality complaints within:

provided that the information required for verification is available.

9. Payment Grievances

Payment-related grievances may include:

• amount debited but order not confirmed;
• duplicate charge;
• successful payment but lead not unlocked;
• incorrect transaction status;
• other technical payment problems.

Payperlead may verify the matter using available order and payment gateway information before deciding the appropriate corrective action.

10. Payment Resolution

Depending on the verified circumstances, Payperlead may:

• confirm the successful order;
• restore access to a purchased lead;
• assist with a payment reversal;
• provide an appropriate replacement;
• provide wallet credit;
• take another appropriate corrective action.

11. Wallet Grievances

Users may contact Payperlead regarding:

• missing wallet credits;
• incorrect wallet debits;
• duplicate wallet transactions;
• complaint-related credit issues;
• other wallet discrepancies.

Payperlead may review wallet transaction records and make an appropriate correction where a verified error is identified.

12. Privacy and Data Grievances

Individuals may contact Payperlead regarding concerns about their personal information.

This may include requests or grievances concerning:

• collection of personal information;
• correction of inaccurate information;
• deletion requests;
• withdrawal of consent where applicable;
• requests to stop future sharing;
• suspected unauthorised disclosure;
• other privacy-related concerns.

13. Identity Verification

Payperlead may request reasonable information to verify the identity of a person making a privacy, account or transaction request.

This is intended to reduce the risk of unauthorised persons accessing, modifying or deleting another individual's information.

14. Reporting Misuse of Lead Information

A person who believes their lead information has been improperly used, resold, publicly disclosed or shared by a Payperlead buyer may report the matter to:

support@payperlead.online

Payperlead may investigate the matter and take appropriate platform action where warranted.

15. Action Against Buyer Misuse

Depending on the circumstances, verified misuse may result in:

• a warning;
• restricted marketplace access;
• restriction of complaint or wallet features;
• account suspension;
• account termination;
• other action available under applicable law.

16. Technical Grievances

Users may report technical problems such as:

• login failure;
• account access problems;
• cart issues;
• checkout problems;
• missing purchased leads;
• incorrect order display;
• other platform errors.

Payperlead may require screenshots or other technical information to investigate such issues.

17. Supporting Evidence

Payperlead may request reasonable supporting evidence where necessary to verify a grievance.

Examples may include:

• screenshots;
• payment confirmation;
• call logs;
• transaction references;
• other relevant documentation.

18. Good Faith Complaints

Users are expected to submit grievances honestly and in good faith.

Payperlead may take action where a user knowingly submits:

• false allegations;
• fabricated evidence;
• fraudulent payment disputes;
• repeated abusive complaints.

19. Legitimate Grievances

Payperlead will not restrict an account merely because a user raises a legitimate grievance or exercises a lawful right.

Account action may still be taken where independent fraud, misuse or violation of Payperlead policies is identified.

20. Possible Outcomes

Depending on the issue, a grievance may result in:

• an explanation or clarification;
• correction of account information;
• correction of a technical issue;
• restoration of an order;
• replacement of an eligible lead;
• Payperlead Wallet credit;
• payment-related corrective action;
• privacy-related corrective action;
• account enforcement against misuse;
• another appropriate resolution.

21. Complex Investigations

Certain grievances may require more time to investigate, particularly where they involve:

• third-party payment gateways;
• banks or financial institutions;
• security incidents;
• identity verification;
• buyer misuse allegations;
• complex personal data requests.

Payperlead may keep the complainant informed where additional time is reasonably required.

22. Grievance Records

Payperlead may maintain reasonable records relating to grievances for purposes such as:

• tracking resolution;
• quality improvement;
• fraud prevention;
• operational accountability;
• applicable legal compliance.

23. External Remedies

Nothing in this Policy prevents a person from exercising any lawful right to approach an appropriate authority, commission, tribunal, payment provider, court or other competent body where such remedy is available under applicable law.

24. Changes to this Policy

Payperlead may update this Grievance Redressal Policy where necessary because of changes to:

• platform functionality;
• support procedures;
• complaint mechanisms;
• privacy processes;
• applicable legal requirements.

The latest version will display the applicable updated date.

25. Contact Details