This Grievance Redressal Policy describes how Knockus Services Private Limited ("Knockus Services" or the "Company"), owner and operator of the ApiBox brand and platform, receives, tracks, resolves and escalates complaints relating to https://apibox.co.in/ and its dashboard, APIs, marketplace transactions, virtual-account funding, invoicing and related support channels (collectively, the "Platform").
ApiBox is a B2B marketplace and technology platform. A registered User may act as a Buyer, Seller or both. Underlying recharge, DTH, utility-bill-payment and other enabled services are supplied by third-party Sellers/service providers, operators, billers, banks or network participants. The Company will coordinate complaints within its control and with the relevant third party, but third-party or network timelines may apply.
A Buyer, Seller, authorised representative, affected customer/recipient or other eligible person may raise a grievance relating to:
Commercial disputes between Users that do not concern the Company’s Platform obligations may require direct resolution between the Buyer and Seller. ApiBox may facilitate information exchange or reconciliation but does not become the supplier of the underlying service merely by assisting.
For faster investigation, provide the registered business/user name, registered mobile/email, transaction/order/reference ID, date and amount, service/operator/biller, concise issue description, prior ticket number and relevant screenshots or documents. Mask passwords, OTPs, API secrets, full card credentials and any unrelated personal data.
A missing transaction ID or earlier complaint number will not by itself invalidate a genuine complaint. We may request additional information needed to identify the account, verify authority or investigate safely.
These are target service timelines unless applicable law, a regulator, payment network, biller or service-specific policy prescribes a shorter or different period. Complex fraud, cybercrime, bank/network reconciliation, third-party confirmation, court/ regulatory requests or force-majeure events may take longer.
In such cases, the complainant will receive a status update and, where practicable, an expected next step. A transaction marked pending will follow the relevant operator/biller/network confirmation and reversal cycle.
Raise the complaint through support@apibox.co.in, 9355256888 or the dashboard ticket channel. Preserve the ticket/reference number and supporting records.
If the Level 1 response is delayed beyond the stated target or is unsatisfactory, write to hello@apibox.co.in with the subject “Level 2 Escalation”, quoting the ticket/reference number, desired resolution and any additional evidence.
If no reference number was issued, provide the date/channel of the earlier complaint and sufficient identifying details.
If the matter remains unresolved after Level 2, concerns personal data/security, or otherwise requires senior review, contact the Grievance Officer:
Name: Mr. Sandeep Kumar Yadav
Company: Knockus Services Private Limited | Brand: ApiBox
Email: grievances@apibox.co.in | Phone/WhatsApp: 9355256888
Address: Second Floor, FF-23, Gali No. 2, Mangal Bazar, Laxmi Nagar, New Delhi, East Delhi, Delhi - 110092
Website: https://apibox.co.in/
The Company may review account, API, ledger, invoice, communication, device/security and transaction records; request supporting evidence; and coordinate with the relevant Buyer, Seller, operator, biller, bank, payment/collection partner or service provider. Access will be limited to authorised personnel with a need to investigate.
A resolution may include clarification, status correction, technical remediation, ledger adjustment, refund/reversal subject to confirmation, invoice/credit-note correction, access restoration, partner escalation, rejection with reasons, or another appropriate action.
Any financial adjustment remains subject to validation, applicable tax treatment, network/partner confirmation and the Terms and Conditions.
The complaint will be closed after communicating the outcome. The complainant may provide contrary evidence or request escalation. Closure need not be postponed indefinitely where the complainant does not respond after reasonable follow-up or where the Company has issued a reasoned final response.
Notify us immediately, change passwords/API keys, disable affected authorised users and contact the relevant bank/payment provider. The Company may temporarily restrict the account or transaction channel to prevent further loss. Do not share OTPs, passwords or API secrets.
Write to grievances@apibox.co.in specifying the relevant account, personal data and requested action. Requests will be handled under the Privacy Policy and applicable law, including provisions of the Digital Personal Data Protection Act, 2023 as and when they come into force.
In addition to notifying ApiBox and the relevant bank/payment provider, an affected person may report suspected financial cyber fraud through India’s National Cyber Crime Reporting Portal or helpline 1930. Reporting to ApiBox does not replace a police, cybercrime or bank complaint.
If the grievance concerns an underlying Seller, operator, biller, bank, payment participant or other regulated service provider, the complainant may also use that entity’s grievance process.
Where eligible and only after following the relevant regulated entity’s complaint process, remedies before the competent ombudsman, regulator, consumer commission, court, Data Protection Board of India or other authority may be available.
The availability and jurisdiction of any external forum depend on the nature of the complaint and applicable law; this Policy does not represent that ApiBox itself is a bank, payment system operator or other regulated entity.
Nothing in this Policy restricts a non-waivable statutory remedy. Contractual disputes remain subject to the dispute-resolution provisions in the ApiBox Terms and Conditions.
Complaint records will be retained for operational, audit, fraud-prevention, legal and regulatory purposes in accordance with the Privacy Policy and applicable retention requirements.
Information may be shared with relevant counterparties, partners or authorities only as reasonably necessary to investigate or comply with law.
Complainants must provide accurate information, cooperate with reasonable verification and avoid abusive, threatening, fraudulent, repetitive or frivolous submissions.
The Company may consolidate duplicate complaints or restrict abusive communications while continuing to address a legitimate underlying issue through an appropriate channel.
The Company may revise this Policy for legal, regulatory, operational or partner/network changes. The updated version and effective date will be published on the Platform.
If this Policy conflicts with mandatory law or a binding regulator/network timeline, the mandatory requirement will prevail.