Skip to content
G
GrandPOS
Back to home

Complaints & Dispute Resolution

Last updated: August 18, 2026

1. How to raise a complaint

If something goes wrong — a billing error, a service problem, or anything else about GrandPOS — contact us directly using any of the channels below. You do not need to be logged in to complain.

Support is provided Monday to Saturday during business hours, Pakistan Standard Time (PKT, UTC+5), excluding public holidays. Messages received outside these hours are picked up on the next working day. Email and WhatsApp are the fastest ways to reach us and give us a written record of your complaint.

2. What to include

Please give us your restaurant name, the account email or phone number registered with GrandPOS, the date and amount of any payment involved, and a short description of the problem. Screenshots help us resolve issues faster.

3. Our timelines

  • Acknowledgement: within 1 business day of receiving your complaint.
  • Investigation and resolution: within 7 business days for most complaints.
  • Complex cases: if we need longer, we tell you why and give you a revised date, and we resolve the matter within 30 calendar days at the latest.
  • Billing and payment disputes: reviewed within 3 business days. Approved refunds are submitted within 7 business days, as set out in our Cancellation & Refund Policy.
  • Urgent service outages: treated as our highest priority and responded to as quickly as possible during support hours.

4. Escalation

If you are not satisfied with the outcome, reply to our response asking for escalation, or email hammaad@grandify.tech with "ESCALATION" in the subject line. Escalated complaints are reviewed by the owner of Grandify Technologies, Hammaad Salman, who responds within 5 business days.

If a dispute still cannot be resolved, you may pursue it through your bank or payment provider, or before the courts of Karachi, Sindh, Pakistan, whose laws govern these policies.

5. Card payment disputes

For a card charge you do not recognise, contact us first — most cases are resolved within 3 business days without involving your bank. Charges from this website appear on your statement as Grandify Technologies.