Grievance Redressal

Step 1 — Contact Support

For account, billing, payment, privacy or service concerns, first contact support@procuraz.com or create an authenticated Support ticket. Include the Company name, relevant record number, dates and a clear description. The normal initial response target is within 2 business hours.

Step 2 — Formal grievance

If the issue is unresolved, address a formal grievance to Grievance Officer at support@procuraz.com. State that the message is a formal grievance and include the prior Support ticket number.

Review process

1. We acknowledge the grievance and verify the relevant account and transaction.
2. We collect system records, payment references, communications and responsible-team input.
3. We may request additional information where necessary.
4. We communicate the decision or an interim update within a reasonable period based on complexity and legal requirements.

Registered contact

External remedies

This process does not prevent a person from using any non-waivable remedy available under applicable law, contacting the relevant payment provider, or approaching an authority with jurisdiction.