1. Purpose
WiseFin AI is committed to treating every customer fairly, transparently and respectfully. This policy explains how customers can raise a complaint about our services, who will handle it, how quickly we will respond, and where the customer can escalate the matter if they are not satisfied with our response.
It is issued in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and supports the grievance redressal expectations that apply to lending service providers working with RBI-regulated lenders.
2. About WiseFin AI
| Legal Name | WiseFin AI |
|---|---|
| Constitution | Sole Proprietorship |
| Udyam Registration | UDYAM-GJ-22-0626066 |
| GSTIN | 24AWNPK7392L1ZT |
| Office Address | Office 215, Sky View, Opp. MD Landmark, Sarthana Jakatnaka, Varachha, Surat, Gujarat – 395010, India |
| Website | https://wisefinai.com |
| Nature of Business | Independent loan consultation and application-assistance services for personal and business loans across India on a paid consultation basis. |
Important: WiseFin AI is not a bank, NBFC or lender and does not lend money. Loan sanction, interest rate, lender fees, disbursement, repayment and recovery are decided solely by the respective lender under its own policies. WiseFin AI does not guarantee loan approval.
3. Consultation Fee
WiseFin AI charges a consultation fee of ₹499 + GST (as applicable), collected online through authorised payment gateways (Razorpay / PayU).
The fee is for consulting and application-assistance services only. It is not a loan processing fee charged on behalf of any lender and is not a guarantee of loan approval. A GST invoice is issued for every payment.
4. What This Policy Covers
Customers may raise a grievance about any of the following:
- Quality, delay or non-delivery of consultation or assistance services.
- Consultation fee, payment, invoice or refund matters.
- Conduct or behaviour of any WiseFin AI staff member or representative.
- Information provided by us that the customer believes was incorrect or misleading.
- Handling, use or security of personal data shared with us.
- Unwanted calls or messages from WiseFin AI.
Lender-Related Matters (Outside the Scope of This Policy)
WiseFin AI acts only as an independent consultant and does not lend, sanction, price, disburse or recover any loan. Decisions relating to eligibility, approval or rejection, loan amount, interest rate, lender charges, loan agreement terms, disbursement, EMI, repayment, foreclosure, credit bureau reporting and recovery are taken solely by the respective lender.
Complaints about these matters must be raised directly with the concerned lender through its grievance redressal mechanism. If the lender does not resolve the complaint within 30 days, the borrower may approach the RBI through its Complaint Management System, where applicable. On request, WiseFin AI will help the customer identify the correct lender contact as a courtesy.
5. Grievance Officer
| Name | Mr. Dinesh Kotadiya |
|---|---|
| Designation | Manager & Grievance Officer |
| support@wisefinai.com | |
| +91 91061 71932 Messages only; complaints are registered by email. | |
| Working Hours | Monday to Saturday, 10:00 AM – 5:00 PM (closed on Sundays and public holidays) |
| Address | Office 215, Sky View, Opp. MD Landmark, Sarthana Jakatnaka, Varachha, Surat, Gujarat – 395010, India |
6. How to Raise a Grievance
Send an email to support@wisefinai.com , preferably from your registered email ID, using the subject line: Grievance – Mr. Dinesh Kotadiya
Please include the following details:
- Full name, registered mobile number and email ID.
- Payment, order or transaction ID and payment date, if applicable.
- A clear description of the issue and expected resolution.
- Any supporting documents or screenshots.
Please do not share OTPs, passwords, full card numbers or bank login details in any complaint. WiseFin AI will never ask for these.
7. Response Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint with a unique Grievance Reference Number | Within 48 hours of receipt |
| Review and response by the Grievance Officer | Usually within 3–4 working days |
| Complex cases needing more time | Interim update with reasons and expected date; final resolution within 30 days of receipt |
The Grievance Reference Number lets you track your complaint. Please quote it in all follow-up communication. Working days are Monday to Saturday, excluding public holidays.
8. Escalation
All grievances about WiseFin AI's services are handled by the Grievance Officer named in Section 5 at support@wisefinai.com . If you are not satisfied with the first response, reply to the same email quoting your Grievance Reference Number. The matter will be re-examined and answered in writing.
Nothing in this policy limits any right a customer has under the Consumer Protection Act, 2019 or any other applicable law.
9. Refunds and Cancellations
Refund eligibility, timelines and the process for requesting a refund are governed by our Cancellation & Refund Policy, available at Cancellation & Refund Policy . A refund-related complaint may also be raised under this policy if the refund request has not been handled as described there.
10. Principles We Follow
- Every complaint is recorded, numbered and tracked until it is closed.
- Complaints are handled fairly, without bias, and the customer is told the reason for the decision in writing.
- No customer will be treated unfavourably for raising a complaint.
- Information shared in a complaint is kept confidential and used only to resolve it, as described in our Privacy Policy.
- Grievance records are retained and reviewed periodically to identify and fix recurring issues.
11. Review of This Policy
This policy is reviewed at least once a year, or earlier if applicable laws or regulations change. The latest version is always published on our website. Questions about this policy can be sent to support@wisefinai.com.
Issued by: WiseFin AI, Surat, Gujarat
Last updated: 20 October 2026
