Noqoody Grievance Redressal Policy
Noqoody Payment Services is committed to fair, transparent and timely handling of every complaint raised by merchants, cardholders and partners. This policy explains how to raise a grievance, how we handle it, and how to escalate if you are not satisfied.
Scope
This policy covers complaints about payment processing, settlement, refunds and chargebacks, POS terminals and devices, onboarding and KYC, billing and fees, service availability, and the conduct of Noqoody staff or authorised agents.
How to raise a grievance
Write to info@Noqoody.com with your merchant ID or transaction reference, or call +974 4497 3030 during business hours. You may also submit the contact form on this website. Please include dates, amounts and any supporting documents so we can investigate without delay.
Acknowledgement and timelines
We acknowledge every grievance within two business days and issue a unique reference number. Standard complaints are resolved within ten business days. Cases requiring input from a card scheme, acquiring bank or regulator may take up to thirty business days, and we will keep you updated at each stage.
Escalation levels
Level 1 — Customer Support handles the initial investigation. Level 2 — the Operations Manager reviews cases unresolved after ten business days or where you request escalation. Level 3 — the Compliance Officer conducts a final internal review and issues a written outcome.
Regulatory escalation
If you remain dissatisfied after our final response, you may escalate the matter to the Qatar Central Bank as the regulator of licensed Payment Service Providers. We will provide the full case file and reference number on request.
Record keeping and review
All grievances, actions taken and outcomes are logged and retained in line with regulatory requirements. Complaint trends are reviewed by management each quarter so that recurring issues are addressed at the root cause.