Grievance Redressal Policy

01 Purpose of This Policy

This Grievance Redressal Policy explains how users can raise complaints or concerns about MONEYBACK’s website, services, account-related matters, payment processing or other relevant interactions.

Our objective is to provide a structured process for receiving grievances, reviewing available information and communicating an appropriate response.

02 Scope & Applicability

This policy applies to users who interact with the MONEYBACK website at moneyback.live or use services made available through it.

It covers grievances relating to website access, account records, plan information, payment-related concerns, customer communication and other matters connected with the services offered.

This policy does not replace any statutory complaint mechanism, consumer remedy, regulator process or dispute-resolution right available under applicable law.

03 Types of Grievances You Can Report

You may contact us about matters such as:

• Account registration, login or profile-related difficulties.
• Incorrect or missing plan information.
• Payment debited but order status not updated.
• Duplicate payment or transaction-related concerns.
• Refund or cancellation requests and their status.
• Technical errors, website issues or inaccessible features.
• Concerns about communication received from someone claiming to represent MONEYBACK.
• Privacy, data-access or account-security concerns.
• Other service-related complaints.

04 How to Submit a Grievance

To submit a grievance, send an email to our published support address with a clear explanation of the issue.

Official grievance email: moneybacklive@gmail.com

Use a meaningful subject line, such as “Grievance – Payment Issue” or “Grievance – Account Access”.

You may also use the Contact Us page to find the available communication channel.

05 Information to Include

To help us identify and review your complaint, please provide the following information where relevant:

• Your full name.
• Your registered email address or mobile number.
• A clear description of the grievance.
• The date and approximate time when the issue occurred.
• Relevant order ID, transaction ID or reference number.
• The amount involved, if the complaint concerns a payment.
• Relevant screenshots or supporting documents, with sensitive information hidden.
• The resolution or assistance you are requesting.

Please provide accurate information. We may request additional details if the complaint cannot be reviewed with the information initially submitted.

06 Acknowledgement of Complaints

Where practicable, we will acknowledge receipt of a grievance through the email address or other contact channel provided by the user.

An acknowledgement confirms receipt only. It does not mean that the complaint has been accepted, resolved or that a refund or other remedy has been approved.

If you do not receive an acknowledgement, check your spam or junk folder and ensure that your message was sent to the correct email address.

07 Grievance Review Process

Each grievance will be reviewed according to its nature, supporting information and applicable requirements. The review may include:

1. Identifying the user and locating the relevant account or transaction, where necessary.
2. Reviewing the details and evidence submitted.
3. Checking relevant website records and available service logs.
4. Seeking clarification or additional documents where required.
5. Coordinating with a payment provider or other relevant third party, if applicable.
6. Communicating the outcome or next steps to the user.

Access to complaint records will be restricted to people who need the information to review or handle the grievance.

08 Resolution & Status Updates

We aim to review grievances within a reasonable period. The time required may depend on the complexity of the matter, completeness of the information and involvement of external parties such as banks or payment providers.

If additional time or information is required, we may communicate the reason and any relevant next steps.

Possible outcomes may include:

• Providing an explanation or clarification.
• Correcting an account or website record where appropriate.
• Forwarding a matter to the relevant internal team or provider.
• Reviewing a refund or cancellation request under the applicable policy.
• Explaining why a requested action cannot be taken.

09 Payment & Refund Complaints

For payment-related grievances, please include the order ID, transaction reference, payment date and amount, if available.

If money has been debited but the website does not show a successful order, the transaction may need to be checked against payment-provider or bank records.

Refund eligibility and processing are governed by the applicable Refund Policy, Cancellation Policy and Payment Policy.

For suspected unauthorised transactions, contact your bank or payment provider immediately through its official channel. Do not wait for an internal grievance review before reporting a potentially unauthorised debit.

10 Privacy & Confidentiality

Information submitted with a grievance may be used to verify the issue, investigate the complaint, communicate with you and meet applicable legal obligations.

We aim to handle personal information with appropriate care and limit access to authorised personnel involved in the complaint process.

Please do not include unnecessary sensitive personal information or confidential payment credentials in your complaint.

For further information about personal data handling, please review our Privacy Policy.

11 Escalation of an Unresolved Grievance

If you believe your grievance has not been adequately addressed, you may reply to the existing complaint email and request a further review. Include the earlier correspondence or complaint reference so the matter can be traced.

Where an applicable law provides a specific escalation, consumer forum, regulator or statutory dispute-resolution mechanism, you may use the relevant channel in accordance with its rules.

12 Unacceptable Complaint Conduct

We respect users’ right to raise complaints. To help maintain a fair process, users are expected to communicate respectfully and provide genuine information.

Threats, harassment, abusive communications, knowingly false evidence or repeated spam may affect the way communications are handled, subject to applicable law.

A genuine complaint will not be rejected merely because a user expresses dissatisfaction or disagrees with an outcome.

13 Important Limitations

This policy describes the general grievance-handling process. It does not guarantee a particular outcome, refund, compensation or resolution in every case.

Any decision will depend on the facts, available records, applicable service terms and relevant law.

Nothing in this policy is intended to remove or restrict consumer rights or legal remedies that cannot lawfully be excluded.

14 Changes to This Policy

MONEYBACK may update this Grievance Redressal Policy to reflect changes in its complaint-handling process, services or legal requirements.

The latest version will be published on this page with an updated date. Users should review it periodically.

15 Official Contact Details

For grievances and complaints relating to MONEYBACK, please use the following official contact details:

Organisation: MONEYBACK

Email: moneybacklive@gmail.com

Website: https://moneyback.live/

Postal Address: [Insert verified business or registered office address, if applicable]

Designated Grievance Officer: [Insert officially appointed officer’s name and designation, if applicable]