Payment & Grievance

We have Separated Payment & Grievance Policies and combined under one Page, however we have divided into two parts, see below

I. Grievance Policy (Abstract):
Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously. Our endeavour is to provide You with a seamless experience via Mobitino App/Website, our in-app/Website we have in place redressal support process through Help & Support/Helpdesk customer accordingly, is able to address all Your concerns.

In rare circumstances where, due to various human, network or system errors, some issues arise requiring a more focused and customized redressal, You may refer to the following redressal mechanism in the sequential order.

Note: Further Details are made available below under point no 1. Grievance Policy (Details).


II. Payment Policy (Abstract): Our Payment Policies comprises of all the Payment method under CoinrrPay separated individually along-with its Terms, Services like bill payment & recharges, Replacement, Returns and Refund Policy, Disputes and Resolution Terms, Store/Business/Merchant Payment Collection & Settlement, Stores Services & Account Terms, Ridergo (Delivery) Terms, Sarathi Terms, Office Suite, Advertisement,

Note: Further Details are made available below under point no 2. Payment Policy (Details).


1. Grievance Policy (Details)
Mobitino & its Products/Services (Briefed under Terms & Condition) is an application (hereinafter referred to as an “app”) developed by Mobitino Technologies Private Limited, a company Incorporated under the Companies Act, 1956 Operating at SDF K10, 2nd Floor, NSEZ, Dadri Phase 2, Gautam Budh Nagar, Uttar Pradesh, Noida - 201305, India.

This policy outlines a structured Services and respectively grievance redressal mechanism available to customers and Business for escalating their complaints with Mobitino. Mobitino has 3 level escalation policy that is designed to cater all customer complaints in transparent and timely manner as per below Escalation matrix provided under Grievance Redressal ensuring that Your concerns are routed and addressed by the right team.

IMPORTANT: You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

Grievance redressal
Redressal mechanism for grievances raised over chat / app / email / phone

I. Level 1 (Queries)
For in-app payments (recharges, utility bills etc) and other Payment related Queries (if any)

1. Online queries Via Mobitino app & Website
Support in App via Help & Support & in website via Helpdesk
First response time – 48 hours
Final resolution time – 72 hours

2. Helpline - +91-11-3959-5807
Time: Mon - Sat (9:00 - 18:00)
Email: hi@mobitino.com (Subject to be added: Grievance followed by Problem title)
Final resolution time – 72 hours
Note: However, if Mobitino needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines.


A. For payments done by customers through Coinrr on other websites / apps/stores/shops
Kindly contact your Helpdesk and Help & Support for any queries with respect to service / product and quality issues. In case of payment being failed or not acknowledged by merchant, kindly contact your bank customer care.

B. For merchants accepting payments through Coinrr for their websites / app/stores/shops
Online queries in Mobitino Mystore app reach out to Help & Support and for Website merchants can reach to Helpdesk and for business operating through office Suite reach out via (https://offices.mobitino.com/dashboard).
First response time – 48 hours
Final resolution time – 72 hours

Helpline: +91-11-3959-5807
Time: Mon - Sat (9:00 - 18:00)
Email: hi@mobitino.com (Subject to be added: Grievance followed by Problem title)
Final resolution time – 72 hours
Note: However, if Mobitino needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines


II. 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. In accordance with Information Technology Act 2000 and rules made there under, the name and contact details of the Grievance Officer are provided below.

Mrs. Rituparna Banik (Grievance officer)
Mobitino Technologies Private Limited
SDF K10, 2nd Floor, C/O- Ms SIQES
NSEZ, Dadri Phase 2, Gautam Budh Nagar,
Noida Sector 82, ZIPCODE - 201305,
Uttar Pradesh (India)
Email: hi@mobitino.com (Subject to be added: Grievance followed by Problem title)



Disclaimer : Your Mobitino Password & Coinrr Passcode needs to kept secret and should not be shared with anyone even if someone claim to be Employee of Mobitino.