Grievance Redressal

1. Our commitment

RushMoney, operating the RushMoney brand, is committed to resolving customer complaints fairly, transparently and within defined timelines, in accordance with the Reserve Bank of India's Digital Lending Guidelines and the grievance redressal framework applicable to our Lending Partners.

You will never be penalised for raising a complaint, and raising one does not affect your existing loan terms.

2. What you can complain about

• Any aspect of your application, sanction, disbursal or repayment.
• Charges you believe were incorrectly applied.
• The conduct of any person contacting you about a repayment.
• How your personal data has been collected, used or shared.
• Any communication you believe was misleading.
• Suspected fraud or impersonation of RushMoney.

3. Nodal contacts

The following officers are responsible for grievance redressal. Please quote your registered mobile number and loan account number (if any) in all correspondence.

Lending partner nodal officers

Where your complaint concerns the credit decision, the loan agreement or recovery, it may need to be addressed by the lending partner that sanctioned your loan. Their nodal officers are:

4. What to include in your complaint

• Your full name and registered mobile number.
• Your loan account number, if you have one.
• A clear description of what happened and when.
• What outcome you are looking for.
• Any supporting evidence — screenshots, call recordings, transaction references.

Please do not include your full Aadhaar number, your card CVV, any OTP or any password in your complaint. We never need these to investigate.

5. How we handle it

1. Your complaint is logged and given a unique reference number, which is sent to you.
2. It is assigned to the team responsible for the area concerned.
3. We investigate, including reviewing call recordings and system logs where relevant.
4. We write to you with our findings, the action taken, and the reasoning behind it.
5. If you are not satisfied, we tell you how to escalate and to whom.

6. Escalating to the Reserve Bank of India

If your complaint is not resolved within 30 days of being lodged, or you are dissatisfied with the resolution, you may approach the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021:

• Online: cms.rbi.org.in
• Email: CRPC@rbi.org.in
• Toll-free: 14448
• Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

7. Reporting unauthorised or fraudulent lenders

If you encounter an entity claiming to be RushMoney, or any unregistered lending app engaging in harassment or extortion, report it on the RBI's Sachet portal, and to the National Cyber Crime Reporting Portal at cybercrime.gov.in or on 1930. Please also tell us at hello@rushmoney.in so we can act.

8. Recovery conduct

Neither RushMoney nor any agent acting on our behalf or on behalf of a lending partner is permitted to:

• Use abusive, threatening or intimidating language.
• Contact your friends, family, employer or phone contacts about your loan.
• Contact you before 8:00 a.m. or after 7:00 p.m.
• Visit your home or workplace without prior intimation.
• Publicly shame you, or misuse your photographs or personal data.

If any of this happens, report it to us immediately with evidence. We investigate every such report and take action against the individuals and agencies involved.