Grievance Redressal Policy

Effective Date: 04 September 2025

1. Overview

SCOFIT FINTECH SERVICES PRIVATE LIMITED (“Scofit”, “Company”, “we”, “us” or “our”) is a technology and fintech infrastructure service provider offering digital solutions and technology-enabled services to fintech companies, banks, NBFCs, lenders, businesses and other organisations. Scofit’s Services may include technology and API-driven capabilities relating to digital onboarding, KYC and identity verification, KYB and business verification, financial and credit information, risk and intelligence, lending and underwriting workflows, digital execution, collections and other related technology services. Scofit is committed to conducting its business in a fair, transparent, ethical and responsible manner. Scofit recognises the importance of maintaining an effective grievance redressal mechanism for addressing complaints and concerns raised by its customers, business partners, authorised representatives, users and other stakeholders in relation to the Services provided by the Company. This Grievance Redressal Policy (“Policy”) establishes a structured framework for receiving, acknowledging, investigating, escalating and resolving grievances in a timely and transparent manner, subject to applicable laws, contractual obligations and regulatory requirements applicable to Scofit and its Services.

2. Purpose

The objectives of this Policy are to ensure that:

• Grievances are addressed in a fair, unbiased and transparent manner;
• Complaints are acknowledged and handled within defined timelines;
• Complainants are informed about available grievance and escalation channels;
• Appropriate investigations are conducted where required;
• Root causes of material or recurring grievances are identified;
• Corrective and preventive actions are implemented where appropriate;
• Scofit maintains appropriate standards of service quality and customer support; and
• Applicable legal, contractual and regulatory obligations are appropriately addressed.

3. Scope

This Policy applies to grievances relating to Scofit’s Services, including, where applicable:

• Digital onboarding and technology services;
• KYC and identity verification services;
• KYB and business verification services;
• Financial, banking and credit-data related services;
• Risk and intelligence services;
• Lending and underwriting technology;
• API availability, response accuracy, latency or service disruptions;
• Data-related concerns, including data mismatch or processing issues;
• Service support and operational issues;
• Contractual or service-level commitments; and
• Conduct of Scofit employees or authorised representatives.

This Policy may cover grievances raised by:

• Customers and enterprise clients;
• Banks, NBFCs, fintechs, lenders and other client institutions;
• Authorised representatives of clients;
• Business and technology partners;
• Users or end users, where the grievance is directly attributable to Scofit’s Services and Scofit is the appropriate party to address the grievance; and
• Other stakeholders where appropriate.

Where a grievance relates primarily to a regulated financial product, service or decision provided by a Scofit client or another third party, the complainant may be required to approach the relevant institution or service provider in accordance with the applicable arrangement.

4. Definition of Grievance

For purposes of this Policy, a “Grievance” means a complaint, concern, dissatisfaction or dispute relating to Scofit’s Services or conduct and may arise from:

• Deficiency or failure in service delivery;
• Incorrect or delayed processing;
• System or API-related issues;
• Data accuracy, integrity or processing concerns;
• Service availability or technical disruptions;
• Failure to meet applicable contractual or service-level commitments; or
• Conduct of Scofit personnel or authorised representatives.

A general enquiry, sales enquiry, product enquiry or technical question that does not constitute a complaint may be handled through the appropriate sales, support or technical support channel.

5. Grievance Redressal Mechanism

Scofit has established a multi-level grievance redressal mechanism intended to facilitate timely and appropriate resolution of grievances. 5.1 Level 1 — Initial Complaint Grievances may be submitted through the following channels: Email: grievance@scofit.app General Contact / Support: info@scofit.app Support Ticketing System: Where available through the relevant customer dashboard, contract or service arrangement. Written Communication: Addressed to the Company’s registered office. Complainants are encouraged to provide sufficient information to enable investigation, including, where applicable:

• Name and contact details;
• Customer or account details;
• Transaction ID;
• API reference number;
• Request ID;
• Date and time of the incident;
• Description of the grievance;
• Relevant screenshots or technical information; and
• Supporting documents.

Complainants should avoid including unnecessary sensitive personal information in an email or other communication unless specifically required for investigation.

6. Acknowledgement

Scofit will endeavour to acknowledge grievances within 3 (three) working days of receipt. Where appropriate, the acknowledgement may include:

• A grievance or ticket reference number;
• Confirmation that the grievance has been received;
• Contact details of the person or team handling the grievance; and
• Any additional information required from the complainant.

Acknowledgement of a grievance does not constitute an admission of liability, fault or wrongdoing by Scofit.

7. Resolution Timeline

Scofit will endeavour to resolve grievances within 15 (fifteen) working days from the date of receipt of the grievance, subject to the nature and complexity of the matter. Where a grievance requires:

• Extended technical investigation;
• Information from a third party;
• Information from a client institution;
• Verification of transaction records;
• Investigation of a security incident;
• Regulatory or legal review; or
• Other circumstances beyond Scofit’s reasonable control,

the resolution may take additional time. Where reasonably practicable, Scofit will communicate the reason for the delay and the expected timeline for further resolution. Where a different timeline is prescribed under applicable law, regulation or contractual arrangement, the applicable prescribed timeline shall prevail.

8. Escalation Matrix

Scofit follows a structured escalation mechanism. Level 1 — Customer Support / Operations The initial grievance shall be reviewed by the appropriate Customer Support, Operations or Service team. If the complainant is dissatisfied with the response or resolution, or if the grievance is not resolved within the applicable timeline, the matter may be escalated to the Grievance Redressal Officer.

Level 2 — Grievance Redressal Officer The Grievance Redressal Officer (“GRO”) shall review escalated grievances independently and facilitate an appropriate resolution. The GRO shall endeavour to review and address the escalated grievance within 7 (seven) working days of escalation, subject to the complexity of the matter and applicable requirements. The GRO may:

• Review previous responses;
• Request additional information;
• Coordinate with Operations, Technology, Compliance or other internal teams;
• Coordinate with relevant client institutions or service providers where appropriate;
• Review relevant records;
• Recommend corrective or preventive measures; and
• Communicate the outcome to the complainant.

The GRO’s decision shall constitute Scofit’s operational grievance determination, subject to any further escalation or remedies available under applicable law or contractual arrangements.

9. Level 3 — Senior Management / Compliance Review

Where a grievance remains unresolved or the complainant remains dissatisfied following review by the GRO, the matter may be escalated for further review by appropriate senior management or the Compliance function. Such review may be undertaken based on:

• Nature and seriousness of the grievance;
• Regulatory or legal implications;
• Material customer impact;
• Repeated or systemic issues;
• Security or data concerns; or
• Other circumstances considered appropriate by Scofit.

The outcome of such review shall be communicated where appropriate and subject to applicable confidentiality, legal and contractual requirements.

10. Regulatory and Client-Level Escalation

Scofit primarily provides technology and infrastructure services and may not itself be the regulated entity responsible for the underlying financial product or transaction. Where a grievance relates to a regulated financial product or activity provided by a Scofit client, such as a bank, NBFC or other regulated entity, the complainant may need to approach the relevant institution’s grievance redressal mechanism. Where applicable, the complainant may also approach the relevant regulatory or statutory authority in accordance with applicable law. Nothing in this Policy prevents a complainant from exercising any statutory or regulatory right available under applicable law. Where a matter falls within the responsibility of a Scofit client or third-party service provider, Scofit may, where appropriate, coordinate with or direct the complainant to the relevant institution.

11. Responsibilities

The Grievance Redressal Officer shall oversee the grievance redressal process and monitor the appropriate handling of escalated grievances. The Operations and Customer Support teams shall:

• Receive and process complaints;
• Maintain appropriate records;
• Coordinate investigations;
• Track resolution timelines; and
• Communicate with complainants.

The Technology and Engineering teams, where applicable, shall support investigation of:

• API issues;
• System failures;
• Technical errors;
• Data-processing issues;
• Security incidents; and
• Other technology-related grievances.

The Compliance function, where applicable, shall support matters involving:

• Regulatory requirements;
• Data protection;
• Legal or compliance concerns;
• Policy violations; and
• Material or systemic issues.

Senior Management may periodically review grievance trends, material incidents and corrective actions.

12. Grievance Redressal Function

Scofit has established a Grievance Redressal Function within its operational and compliance framework to support fair, transparent and timely handling of complaints. The Grievance Redressal Function is responsible for:

• Reviewing and monitoring grievances received by the Company;
• Tracking adherence to applicable turnaround times;
• Coordinating with relevant internal teams;
• Coordinating with client institutions or third-party service providers where appropriate;
• Identifying recurring or systemic issues;
• Recommending corrective and preventive actions; and
• Maintaining appropriate grievance records.

13. Grievance Redressal Officer

Name: Neha Bhavsar Designation: Grievance Redressal Officer Email: grievance@scofit.app Registered Office Address: SCOFIT FINTECH SERVICES PRIVATE LIMITED Plot No. 260, Scheme No. 54, PU4, Behind Malhar Mall, Indore, Madhya Pradesh – 452001, India

14. Escalation Matrix and Contact Details

The applicable statutory, regulatory or contractual timeline shall prevail where it differs from the indicative timelines stated above.

15. Information Required for Investigation

To facilitate timely investigation, complainants should provide complete and accurate information. Depending on the nature of the grievance, Scofit may request:

• Customer or organisation name;
• Registered email address;
• Account or reference number;
• Transaction ID;
• API request/reference ID;
• Date and time of occurrence;
• Description of the issue;
• Relevant correspondence;
• Screenshots or logs; and
• Other information reasonably necessary to investigate the matter.

Scofit may request additional information where necessary to verify the identity of the complainant or investigate the grievance.

16. Confidentiality

Scofit shall seek to handle grievances with appropriate confidentiality. Information relating to a grievance shall be shared only with persons who reasonably require access for purposes such as:

• Investigation;
• Resolution;
• Compliance;
• Security;
• Legal review;
• Client coordination; or
• Other legitimate purposes.

Information shall be handled in accordance with applicable data protection requirements, contractual obligations and Scofit’s applicable privacy and security policies.

17. Non-Retaliation

Scofit does not intend to disadvantage or retaliate against a complainant merely because the complainant has raised a genuine grievance in good faith. Complainants are expected to provide truthful and accurate information and must not knowingly submit fraudulent, abusive, malicious or misleading complaints. Scofit reserves the right to take appropriate action against fraudulent or abusive use of its grievance mechanisms, subject to applicable law.

18. Record Keeping and Monitoring

Scofit shall maintain appropriate records of grievances and their resolutions in accordance with its applicable:

• Data retention policies;
• Information security policies;
• Privacy policies;
• Contractual obligations; and
• Legal and regulatory requirements.

Periodic analysis of grievances may be conducted to identify:

• Recurring issues;
• Systemic problems;
• Service-quality concerns;
• Technical failures;
• Process improvements; and
• Corrective or preventive actions.

19. Data Protection and Privacy

Personal information submitted as part of a grievance will be processed in accordance with Scofit’s Privacy Policy and applicable data protection laws. Complainants should provide only information reasonably necessary to investigate their grievance. Where sensitive personal, financial, identity or transaction information is required, Scofit may request such information through an appropriate secure channel.

20. Policy Review and Amendments

This Policy shall be reviewed periodically and at least annually, or earlier where appropriate due to:

• Changes in applicable laws;
• Regulatory requirements;
• Changes in Scofit’s Services;
• Changes in business operations;
• Material changes to grievance processes; or
• Changes in contractual obligations.

Any material amendments shall be approved in accordance with Scofit’s internal governance requirements.

21. Website Disclosure

This Grievance Redressal Policy, including the applicable grievance mechanism and contact details of the Grievance Redressal Officer, shall be made available on Scofit’s official website. The published version of this Policy shall serve as the Company’s formal disclosure of its grievance redressal mechanism for customers, business partners, auditors, regulators and other relevant stakeholders, subject to applicable law.

22. Contact Us

For general enquiries, please contact: SCOFIT FINTECH SERVICES PRIVATE LIMITED Email: info@scofit.app Registered Office: Plot No. 260, Scheme No. 54, PU4, Behind Malhar Mall, Indore, Madhya Pradesh – 452001, India For grievances: Grievance Redressal Officer: Neha Bhavsar Email: grievance@scofit.app

23. Governing Framework

This Policy shall be interpreted in accordance with applicable laws and regulations of India. Where any applicable law, regulation, regulatory direction, contractual obligation or prescribed grievance mechanism imposes requirements different from or additional to this Policy, the applicable legal, regulatory or contractual requirement shall prevail to the extent applicable.

SCOFIT FINTECH SERVICES PRIVATE LIMITED CIN: U72900MP2022PTC061879 Effective Date: 04 September 2025