Grievance Redressal Policy

CredOnTime is a brand of [[LEGAL-TBD]]. All loans on the CredOnTime platform are provided by Chand Capital Services Ltd (hereinafter referred as “the Company”), incorporated on [[LEGAL-TBD]] having CIN U74899DL1995PLC072509, with registered office at [[LEGAL-TBD]], and business address at [[LEGAL-TBD]], registered as NBFC with the Reserve Bank of India bearing registration No. 14.01556.

The Company provides leverage technology to transform the lending experience - delivering fast, seamless access to credit tailored to your needs.

In compliance of RBI Master Direction – Non-Banking Financial Companies (Responsible Business Conduct) Directions, 2025, RBI/DOR/2025-26/362DOR.MCS.REC.No.281/01-01-039/2025-26 dated November 28, 2025, the Board has approved the Grievance Redressal Mechanism.

The Company acknowledges that adherence to the principles of responsible business conduct, customer fairness, transparency, accountability, and effective grievance redressal constitutes a fundamental regulatory obligation.

It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. The Company shall ensure that all disputes arising out of decisions of the functionaries are heard and disposed of at least at the next higher level.

The Company shall have a robust grievance redressal mechanism that shall not be compromised in any manner on account of outsourcing.

The Board has appointed [[LEGAL-TBD]] as the Grievance Redressal Officer (GRO). The GRO is responsible for the overall functioning of the Company's grievance redressal mechanism. The GRO may be contacted at [[LEGAL-TBD]] or via email at [[LEGAL-TBD]].

Any customer/borrower having any grievance may contact/reach us through the following escalation mechanism:

• Level 1 - Customer Support: File a complaint via email at support@credontime.com. Team will respond within 7 days. Also call Customer Care at [[LEGAL-TBD]] or Complaint Helpline at [[LEGAL-TBD]].
• Level 2 - Grievance Redressal Officer: If not resolved within 7 days, escalate to GRO [[LEGAL-TBD]]

  Tel: [[LEGAL-TBD]]

  Email: [[LEGAL-TBD]]

• Level 3 - Nodal Grievance Redressal Officer: If not resolved within 15 days, escalate to the Nodal GRO via

  Tel: [[LEGAL-TBD]]

  Email: [[LEGAL-TBD]]

• Level 4 - RBI Regulatory Authority: If still unresolved within one month, appeal to Officer-In-Charge of the jurisdictional Regional Office of DNBS of RBI

  Name: [[LEGAL-TBD]]

  Tel: [[LEGAL-TBD]]

  Email: [[LEGAL-TBD]]

  Address: [[LEGAL-TBD]]

The Company does not discriminate against physically or visually challenged applicants. Visually challenged applicants may contact customer support at [[LEGAL-TBD]] or complaint helpline at [[LEGAL-TBD]].

The Board will periodically review compliance of this Code and the functioning of the grievance redressal mechanism.