Grievance Redressal Policy

MoneyCloud is a brand of STARLINE UTILITY SERVICES PRIVATE LIMITED. All loans on the MoneyCloud platform are provided by AASRA FINCORP PRIVATE LIMITED (hereinafter referred as “the Company”), incorporated on April 17, 1995 having CIN U65921UP1995PTC086551, with registered office at Flat No.: 1001, 10th Floor, Wave Silver Tower, Captain Vijayant Thapar Marg, Sector 18, Noida, Gautam Buddha Nagar, Uttar Pradesh - 201301, and business address at Flat No.: 1001, 10th Floor, Wave Silver Tower, Captain Vijayant Thapar Marg, Sector 18, Noida, Gautam Buddha Nagar, Uttar Pradesh - 201301, registered as NBFC with the Reserve Bank of India bearing registration No. B12.00466.

The Company provides leverage technology to transform the lending experience - delivering fast, seamless access to credit tailored to your needs.

In compliance of RBI Master Direction – Non-Banking Financial Companies (Responsible Business Conduct) Directions, 2025, RBI/DOR/2025-26/362DOR.MCS.REC.No.281/01-01-039/2025-26 dated November 28, 2025, the Board has approved the Grievance Redressal Mechanism.

The Company acknowledges that adherence to the principles of responsible business conduct, customer fairness, transparency, accountability, and effective grievance redressal constitutes a fundamental regulatory obligation.

It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. The Company shall ensure that all disputes arising out of decisions of the functionaries are heard and disposed of at least at the next higher level.

The Company shall have a robust grievance redressal mechanism that shall not be compromised in any manner on account of outsourcing.

The Board has appointed Sahil Chauhan as the Grievance Redressal Officer (GRO). The GRO is responsible for the overall functioning of the Company's grievance redressal mechanism. The GRO may be contacted at 9899900468 or via email at grievance@moneycloud.in.

Any customer/borrower having any grievance may contact/reach us through the following escalation mechanism:

• Level 1 - Customer Support: File a complaint via email at info@moneycloud.in. Team will respond within 7 days. Also call Customer Care at 9899900468 or Complaint Helpline at 9899900468.
• Level 2 - Grievance Redressal Officer: If not resolved within 7 days, escalate to GRO Sahil Chauhan

  Tel: 9899900468

  Email: grievance@moneycloud.in

• Level 3 - Nodal Grievance Redressal Officer: If not resolved within 15 days, escalate to the Nodal GRO via

  Tel: 9899900468

  Email: grievance@moneycloud.in

• Level 4 - RBI Regulatory Authority: If still unresolved within one month, appeal to Officer-In-Charge of Regional Office of DNBS of RBI, New Delhi

  Name: Shri Rohit P. Das, Regional Director

  Tel: +91-11-23325225

  Email: rdnewdelhi@rbi.org.in

  Address: 6, Sansad Marg, New Delhi - 110001

The Company does not discriminate against physically or visually challenged applicants. Visually challenged applicants may contact customer support at 9899900468 or complaint helpline at 9899900468.

The Board will periodically review compliance of this Code and the functioning of the grievance redressal mechanism.