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Terms & Conditions
One97 Communications Limited
  • TERMS & CONDITIONS
  • GRIEVANCE
  • PRIVACY
  • LOAN PRODUCT- PRIVACY POLICY & T&C
  • ANTI BRIBERY AND ANTI CORRUPTION POLICY
  • UPI
Customer grievance redressal policy – One97 Communications Limited (“Paytm”)
Introduction and Objectives
This policy outlines a structured grievance redressal mechanism available to customers and merchants for escalating their complaints with Paytm. Paytm will deal with all customer complaints in transparent and timely manner
Redressal mechanism for grievances raised over chat / app / email / phone
Escalation matrix
Level 1 (Queries)For in-app payments (recharges, utility bills, metro), hotels, movies, bus, flights, gold , insurance and postpaid
  • Online queries in Paytm app (http://m.p-y.tm/care)
    First response time – 2 working days
    Final resolution time – 4 working days
  • Helpline
    • Movies & Events Tickets – 0120-38883888
    • Flight tickets & Forex – 0120-4880880
    • Bus & Train Tickets – 9555395553
    • Hotels – 7053111905
    Final resolution time – 4 working days
If Paytm needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines

For payments done by customers through Paytm on other websites / apps/stores/shops
Kindly contact your merchant customer care for service / product delivery and quality issues. In case of payment being failed or not acknowledged by merchant, kindly contact your bank customer care

For merchants accepting payments through Paytm for their websites /app/stores/shops
For merchants accepting payments on QR Code for their Shops/Stores
  • Helpline – 0120-4440440
  • For QR Scan & Pay/Soundbox queries - 7 AM to 9 PM
  • For Pos devices - 24*7
If Paytm needs additional time for any case, same will be informed to customer along with the reason for the delay and expected resolution timelines


Level 2 (Complaints)If customer’s issue is not resolved even after contacting various complaint resolution channels, he/she can reach out to our grievance officer at:
Grievance Officer
One97 Communications Limited
B-121, Sector – 5
Noida – 201301
Uttar Pradesh , India
Email: [email protected]