Home Grievance Redressal

Grievance Redressal

Entity
VARV Technology Private Limited (Operating rupinow.com)
Role
Lending Service Provider (LSP) / Technology Service Provider (TSP)
Regulated Partner NBFC
Lord Krishna Financial Services Limited (RBI-Registered NBFC)
Effective Date
1st August 2026

1. Introduction and Purpose

VARV Technology Private Limited (“VARV” / “Company”), through its digital lending web platform rupinow.com, operates strictly as a Technology Service Provider (TSP) facilitating loan products originated and disbursed by its Reserve Bank of India (RBI) regulated partner Non-Banking Financial Company (NBFC), Lord Krishna Financial Services Limited.

This Grievance Redressal Policy is formulated in adherence to the RBI Digital Lending Directions and the RBI Integrated Ombudsman Scheme, ensuring that customer complaints regarding platform operations, loan facilitation, data handling, and communication conduct are resolved in a transparent, efficient, and time-bound manner.

2. Grievance Escalation Matrix

  1. Level 1: Primary Support Desk (rupinow.com)

    TAT: 24 to 48 Hours acknowledgment | Resolution: 3-7 Days

    If unresolved / unsatisfied

  2. Level 2: Nodal Grievance Redressal Officer (GRO) - VARV

    TAT: Resolution within 7 Working Days

    If loan/credit related or unresolved

  3. Level 3: Principal NBFC Grievance Officer - LKFSL

    TAT: Resolution within 15 Working Days

    If unresolved within 30 days

  4. Grievance Redressal Policy

    Level 4: Consumer Education and Protection Department

4. Step-by-Step Escalation Procedure

Level 1

Customer Support Helpdesk (VARV / rupinow.com)

For queries, service requests, or initial grievances concerning web interface, technical errors, application status, or communications:

Support Email
contact@rupinow.com
Contact Number
+91-9217404991 (Operational Monday to Friday, 10:00 AM to 6:00 PM)

Turnaround Time (TAT): Acknowledgment within 24 hours; Resolution within 3 to 7 business days.

Level 2

Grievance Redressal Officer (GRO) – VARV Technology Pvt. Ltd.

If the resolution provided at Level 1 is unsatisfactory or no response is received within 7 business days, the issue may be escalated to VARV’s designated Grievance Officer:

Name
Raghavendra Pratap Singh
Designation
Grievance Redressal Officer
Company
VARV Technology Private Limited
Registered Address
A 217 Sector 69, Noida, Gautam Buddha Nagar, Uttar Pradesh, India, 201301
Email
grievance@rupinow.com

Turnaround Time (TAT): Resolution within 7 business days from escalation date.

Level 3

Principal Lending Partner NBFC – LKFSL

If the complaint pertains directly to credit underwriting, loan sanction/rejection, loan disbursement, interest calculations, Key Fact Statement (KFS) terms, repayment processing, or recovery conduct, or if it remains unresolved by VARV, it escalates to the partner NBFC:

NBFC Name
LKFSL
RBI Registration (CoR) No
B-14.02019
NBFC Nodal Officer Name
Ms. Sheetal Mishra
NBFC Grievance Email
compliance@prestloans.com
NBFC Contact / Helpdesk
+91 11 45241123

Turnaround Time (TAT): Final lender determination within 15 business days.

Level 4

Escalation to the RBI Consumer Education and Protection Department

If a complaint lodged by the borrower is not resolved within a total period of 30 days from the date of submission, or if the borrower remains dissatisfied with the final resolution provided by VARV / LKFSL, the borrower has the statutory right to escalate the matter to the Reserve Bank of India (RBI) Consumer Education and Protection Department:

Name
Dr. Neena Rohit Jain
Designation
Chief General Manager
Address
Consumer Education and Protection Department
Reserve Bank of India, 1st Floor, Amar Building
Sir P.M. Road, Mumbai-400 001.
Email
cgmcepd@rbi.org.in

5. Categorization of Complaints