Dreampurse Technologies Pvt Ltd (formerly Hip Bar Pvt Ltd)
Customer Grievance Redressal Policy

A. Welcome to Our Customer Grievance Redressal Policy

Welcome to Dreampurse Technologies Private Limited, formerly known as Hip Bar Private Limited (HipBar). Our significant rebranding to Dreampurse Technologies reflects our broader vision and renewed dedication to serving you better. This change, emblematic of our evolving business goals, underscores our continued commitment to delivering exceptional service and maintaining high standards of fairness and efficiency in addressing any concerns you may encounter.

In compliance with the guidelines set by the Reserve Bank of India (RBI), our Customer Grievance Redressal Policy is designed to ensure transparent, accessible, and prompt resolution of your grievances. We are dedicated to upholding a trustful and reliable relationship with you, our valued customer. Whether your concerns relate to queries, feedback, or specific issues with our services or products, we are fully committed to addressing your needs effectively.

B. Understanding Key Terms

In our effort to provide exceptional service and handle customer grievances effectively, it is important to understand key terms used in our grievance redressal process:

C. Resolution Grid:

Grievance Type

Description

Standard Resolution Time(in Days)

Query

General inquiries or requests for information

1 day

Service Issue

Issues related to the quality or delivery of service

1 day

Billing Dispute

Discrepancies or concerns regarding charges or billing

2-3 days

Technical Problem

Difficulties related to technical aspects of the service

Within 7 days

Complaint

Formal expression of dissatisfaction

Within 7 Working days

Feedback / Suggestion

Customer feedback or suggestions for improvement

Not applicable / Immediate acknowledgment
The above timelines are indicative and may vary depending on the complexity of the issue. We are committed to resolving all grievances as swiftly as possible, while ensuring a thorough and fair process.

D. Our Commitment to You

At Dreampurse Technologies, we uphold a steadfast commitment to delivering exceptional customer service. Our approach to handling your grievances is grounded in three core principles:

Fair Treatment

We guarantee impartial and equitable treatment in all customer interactions. Our policies and processes are designed to ensure fairness and objectivity, ensuring that every customer's voice is heard and their concerns are addressed without bias.

Transparency

Transparency is at the heart of our grievance handling procedures. We believe in maintaining openness and clarity at every step of the process. From the moment you file a grievance to its resolution, we ensure you are kept informed and aware of the progress and outcomes.

Efficiency

Understanding the value of your time, we are committed to efficiently resolving all customer grievances. Our team works diligently to provide timely responses and resolutions. We strive to resolve most issues within our stated timelines, while ensuring the quality and effectiveness of our solutions.

Your trust and satisfaction are paramount to us. At Dreampurse Technologies, we are dedicated to continuously improving our services and processes to meet and exceed your expectations.

E. How to File a Grievance

At Dreampurse Technologies, we have made it simple and straightforward for you to raise a grievance. Whether it's a query, feedback, or a complaint, our various channels are open to ensure your voice is heard and your issues are addressed promptly.

  1. In-App Reporting

    For existing HipBar customers, we offer an in-app grievance reporting option. Please follow the following steps:

    1. Log in to your HipBar Mobile app using your registered phone number and OTP.

    2. Tap on the ‘Get Help’ option, located in the ‘MORE’ section at the bottom right corner of the app.

    3. Start typing your query or complaint in the chat box and send it. Our customer service agents will promptly act upon your message.

  2. Online Submission

    For immediate assistance, you can write to us at: Email: [email protected] or [email protected]

    Our customer support team is ready to respond to your emails and provide the necessary assistance.

  3. Offline Submission

    If you prefer to send a physical letter, you can address it to our Grievance Redressal Nodal Officer at the following address:

    1. Grievance Redressal Nodal Officer, Dreampurse Technologies Pvt Ltd, c/o CRED, No. 769 and 770, 100 Feet Road, 12th Main, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka, India – 560038

F. Escalation Procedures

At Dreampurse Technologies, we have established a clear and structured escalation process for addressing and resolving grievances. Our aim is to ensure that your concerns are handled promptly and to your satisfaction at every stage.

Initial Contact

Escalation Procedure

Our dedicated customer support team will address your concerns and provide timely solutions.

If your initial query or complaint is not resolved to your satisfaction within the expected timeframe, or if you feel it hasn’t been addressed adequately, you are entitled to escalate the matter. Consider escalation if:

Escalation contact

Mr. Ranjith T will provide a higher level of review and resolution for your grievance.

G. External Redressal

If your grievance remains unresolved or you are not satisfied with the resolution, approach the Ombudsman Office of the RBI for further escalation. Visit the RBI Ombudsman website for more information.

H. Record-Keeping and Confidentiality

At Dreampurse Technologies, we adhere to the highest standards of confidentiality in handling customer grievances. As a PPI company regulated by the RBI, we are committed to protecting your privacy. Our approach ensures that all grievances are recorded and managed with utmost discretion. We employ robust security measures, such as data encryption and restricted access, to safeguard personal and sensitive information provided by our customers. Regular internal audits and compliance checks further reinforce our commitment to maintaining confidentiality.

Our record-keeping system is both systematic and transparent, aligning with regulatory requirements. We utilize a centralized digital system for logging and tracking all customer grievances, ensuring efficient management and resolution. This systematic approach not only streamlines the grievance handling process but also contributes to our continuous improvement efforts. By analyzing grievance patterns and resolutions, we identify areas for service enhancement, thereby elevating the overall customer experience at Dreampurse Technologies.

I. Policy Review and Updates

Dreampurse Technologies is committed to keeping its Customer Grievance Redressal Policy in line with evolving industry standards and regulatory requirements. Our policy undergoes a periodic review process to ensure it remains effective, relevant, and compliant with the latest guidelines set by the Reserve Bank of India (RBI) for Prepaid Payment Instruments (PPI) companies. These reviews, conducted annually, enable us to incorporate any necessary changes or improvements. This process reflects our dedication to maintaining a high standard of customer service and adaptability to changing regulatory landscapes and customer needs. Updates to the policy, following these reviews, are communicated to customers through email notifications, updates on our website, or through our mobile app, ensuring transparency and awareness among all stakeholders.

J. Feedback and Suggestions

At Dreampurse Technologies, we highly value the feedback and suggestions from our customers. Your insights play a crucial role in helping us enhance our services and refine our grievance handling processes. We encourage you to share your thoughts and experiences with us. If you have any feedback or suggestions that could help us serve you better, please do not hesitate to send us an email at [email protected]. Each piece of feedback is carefully considered and immensely appreciated, as it contributes to our continuous pursuit of excellence in customer service.

Contact Us

At Dreampurse Technologies, we are always ready to assist you. Whether you have a query, need support, or wish to share your feedback, our dedicated team is here to help.