We, at Khatabook, are committed to providing you with a resolution of your query / complaint within the below timelines

1. 1st Response - within 24 hours of receiving the query / complaint. 
2. Resolution - within 3 business days.

Notes – 

1. Resolution may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed. 
2. In a few scenarios, while the resolution is done within timelines, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues. 
3. Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.