Grievance Redressal Policy

Document reference	VG/POL/CGR-E/2026-27/01
Version	1.0
Policy owner	Grievance Redressal Officer — Mr. Suraj Agarwalla, Director
Approving authority	Board of Directors
Date of Board approval	12 August 2026
Effective date	12 August 2026
Review cycle	Annual
Next review due	12 August 2027
Publication	Displayed on https://maximoney.in and within the MaxiMoney application

Introduction

Welcome. We at Value Garage Private Limited (CIN U66190DL2025PTC453505), which operates the MaxiMoney platform, are committed to dealing with our customers fairly and to putting things right when we get them wrong. We have adopted this Grievance Redressal Policy (“Policy”) so that every customer knows exactly how to reach us, how quickly we will respond, and what to do if our response does not satisfy them.

This Policy applies to all products and services provided by the Company, under the MaxiMoney brand and under any other brand the Company may adopt. MaxiMoney is a trading name of Value Garage Private Limited and not a separate company.

We treat a complaint as information about a failure in our own process, not as an inconvenience. We hope this Policy helps us serve you better.

Objective

Our objective is that every customer query, request and complaint is resolved amicably and in a timely manner. This Policy sets out how customers can reach us, the time we will take, and the route for escalation. It applies uniformly to all customers, and excludes only matters that are sub judice and anonymous complaints — although we will still examine an anonymous complaint for any systemic issue it may reveal, even though we cannot reply to it.

Who we are, and what this means for your complaint

So that no customer is misdirected, we state our position plainly:

The Company is not regulated by the Reserve Bank of India. It is not a bank, a non-banking financial company or a credit information company, and it is not a lender.

The Company is therefore not covered by the Reserve Bank – Integrated Ombudsman Scheme, 2021. A customer cannot escalate a complaint against the Company to the RBI Ombudsman. The forums that are in fact available are set out in the escalation matrix below, and we will not send a customer to a forum that cannot help them.

Where your complaint concerns a loan — its sanction, terms, charges, servicing or recovery — that complaint lies against the lender, because the lender made that decision and holds that relationship. We will still register your complaint, act on anything within our own control, route the rest to the lender through the channel partner concerned, tell you plainly who is handling what, and follow it until it is closed.

Where your complaint concerns your credit report — that it is inaccurate, incomplete or not updated — the correction must be made by the credit information company and the lender that reported the data. We do not report data to any credit bureau. We act as your representative to route, track and pursue the dispute on your behalf.

Levels of Customer Support

To resolve matters quickly, we sort them into three categories:

Category	What it is	Examples
Queries (Q)	General questions, doubts or enquiries. We aim to resolve these immediately, without further processing	How does the credit report feature work? What does this term mean? Is there any charge?
Requests (R)	Where you need us to do something for you. These require processing and may take some time	Update my contact details; send me a copy of my consent record; withdraw my consent; refer me to a lender
Complaints (C)	Where you are dissatisfied with some aspect of our product, service or conduct and bring it to our attention	Deficiency in service; a service not provided within the stated time; the conduct of a member of our team; anything about how your data has been handled

Turn Around Times

Under normal circumstances, the maximum turnaround times are:

Category	Turnaround	Measured from
Queries (Q)	3 business days	Receipt
Requests (R)	6 business days	Receipt
Complaints (C)	30 days	Receipt
Acknowledgement of anything received	24 hours, with a unique reference number	Receipt
Withdrawal of consent — deletion and written confirmation	5 business days	Receipt of the request
Credit information dispute — routed to the credit information company	3 business days, after checking whether any part arises from our own handling	Receipt

For the purposes of this Policy, business days means days on which our offices are open, excluding Sundays and public holidays. Where a period is expressed in days rather than business days, it means calendar days, because the underlying regulation requires it.

Credit information disputes carry a stricter timetable set by regulation. Where your credit report is disputed, the credit institution that reported the data must forward corrected particulars to the credit information company within twenty-one (21) calendar days, and the dispute must be resolved within thirty (30) calendar days of you first raising it. If it is not, you are entitled to compensation of ₹100 per calendar day of delay from the credit institution or the credit information company, payable within five working days of resolution. We will tell you about this entitlement, give you the dated correspondence trail, and help you claim it.

Escalation Matrix

If you are not satisfied at any level, or receive no response within the applicable time, you may escalate to the next level. You do not need to justify escalating.

Level	Channel	Address to	Response
Level 1	Customer Service	Email: hello@maximoney.in Telephone: +91 99584 21835 (Mon–Sat, 10:00 a.m. – 7:00 p.m.) Online: https://maximoney.in/grievance In-app: “Help” or “Support” section	Per turnaround times above
Level 2	Grievance Redressal Officer	Name: Mr. Suraj Agarwalla, Director Email: suraj@maximoney.in Telephone: +91 90155 84220	Within 10 business days of escalation, and in any event within the overall 30-day limit
Level 3	Principal Nodal Officer	Name: Mr. Nevaid Aggarwal, Managing Director Email: nevaid@maximoney.in Telephone: +91 97160 29574	Within 7 business days of escalation
Level 4	External Authorities — the forum depends on the subject matter	Credit report accuracy: the credit information company’s own grievance mechanism, and thereafter the RBI Ombudsman at cms.rbi.org.in against the credit information company or the lender The loan itself: the lender’s grievance mechanism, and thereafter the RBI Ombudsman against the lender Personal data: the Data Protection Board of India Deficiency in service: the Consumer Disputes Redressal Commission of appropriate jurisdiction; the National Consumer Helpline Cyber incident: CERT-In, and the cyber crime reporting portal where an offence is suspected	If no reply within 30 days, or if the reply is unsatisfactory

The name, designation, email address and telephone number of the Grievance Redressal Officer and the Principal Nodal Officer are displayed on our website, within the MaxiMoney application and at our offices. Any change is updated across all channels within two business days.

We assist any customer who wishes to approach an external forum, including by providing the complaint reference, the correspondence trail and the contact details of the relevant credit information company or lender. We do not obstruct or discourage escalation, and no member of our team may ask a customer to withdraw a complaint.

Nodal point of contact for credit information companies

The Company designates a single nodal official as the point of contact for credit information companies on the redress of customer grievances and on data correction. This is not a requirement that binds the Company, which is not a credit institution, but the Board has adopted it as good practice and because a single accountable contact is what a credit information company will require.

Particulars	Details
Nodal Officer	Mr. Mayank Garg, Head of Technology
Email	mayank@maximoney.in
Telephone	+91 63763 38518
Deputy Nodal Officer	Mr. Suraj Agarwalla, Director — suraj@maximoney.in
Postal address	Flat No. 26, Vandana Apartment, East Delhi – 110092, Delhi, India

Any change in the nodal point or official is communicated to each credit information company within five (5) calendar days of the change, and the Compliance Officer retains evidence of each intimation.

In-person grievances

A customer who prefers to be seen in person is not turned away. Because the Company operates from flexible premises, we do not publish an operational address that may change — an address a customer travels to and finds vacated is worse than no published address at all. Instead, a customer may request an appointment through any channel above, and we will confirm a time and a place within two (2) business days.

At the appointment, the grievance is recorded on a Customer Request Form, which is acknowledged and a copy returned to the customer. The grievance is treated as registered on the date and time of that acknowledgement, and the turnaround times in this Policy apply according to whether it is a Q, R or C.

Written complaints may also be posted to: The Grievance Redressal Officer, Value Garage Private Limited, Flat No. 26, Vandana Apartment, East Delhi – 110092, Delhi, India. Anything received there, however addressed, is logged and routed internally to the correct person within one business day.

Complaints may be made in English or Hindi. Where a customer is more comfortable in another Indian language, we will make reasonable efforts to arrange assistance and will not reject or delay a complaint because of the language it is made in. Where a customer is unable to submit a written complaint, our staff will record it on their behalf and read it back for confirmation.

Reasons for rejection

Where a request or complaint is rejected in whole or in part, we tell the customer the reason in plain language, so that they understand what is in issue and what would be required to resolve it. Where a credit information dispute is rejected by the credit information company or by the lender, we relay the reason given. A rejection communicated without a reason is treated internally as an unresolved complaint and is pursued further.

Monitoring and Review

Every query, request and complaint is recorded in a complaint register with a unique reference number, category, owner, actions taken with dates, outcome, reasons for any rejection, and root cause classification.

The Grievance Redressal Officer monitors open items against the turnaround times and escalates any matter at risk of breaching them.

A quarterly report is placed before the Board covering volumes, categories, ageing, timeline breaches, credit information disputes routed and their outcomes, root causes and remedial actions.

Complaint records are retained for five years. Where a complaint file would otherwise retain a credit information report beyond six months, the report is deleted and only the dispute metadata is retained.

Annual Audit and Root Cause Analysis

The Grievance Redressal Officer carries out an annual audit of the status of complaints and of the effectiveness of this Policy, and a root cause analysis of customer grievances at least annually, drawing on the complaint register and on the outcomes of disputes routed to credit information companies. The analysis identifies systemic causes rather than individual error alone, and produces corrective actions with named owners and target dates. It is reviewed by the top management of the Company annually and its conclusions are placed before the Board.

Training and Awareness

Staff involved in grievance handling are trained at induction and annually thereafter.

Training covers the Company’s regulatory status, which external forums are and are not available to a customer, and the credit information dispute timetable.

Staff are specifically instructed never to tell a customer that they may complain to the RBI Ombudsman against the Company, because that forum is not available against us.

Grievance handling performance forms part of the assessment of the customer support function. The number of complaints received is not by itself treated as an adverse metric against the individual who records them.

Revisions

We revise and update this Policy from time to time. The current version is published on our website and within the MaxiMoney application, and we encourage customers to check it there.

For any question regarding this Policy, please email suraj@maximoney.in.

Board approval and adoption

The Grievance Redressal Policy set out above was placed before the Board of Directors of Value Garage Private Limited and was considered, approved and adopted by the Board at its meeting held on 12 August 2026 at 10:00 a.m. at the Registered Office of the Company at Flat No. 26, Vandana Apartment, East Delhi – 110092, at which both directors were present.

For and on behalf of the Board of Directors

Signature	(signed)
Name	Mr. Nevaid Aggarwal
Designation	Director
DIN	07621702
Date	12 August 2026
Place	Noida, Uttar Pradesh

(Company seal, where applicable)