Product Growth Pricing About us Founder story Launch app
Legal

Escalation matrix

Who to contact at each level, and how quickly we respond — from everyday support to critical incidents.

LEVEL1

Customer support

Account accessMerchant onboardingLoyalty programsOffers & rewardsPayment queriesTechnical issuesPlatform usageBilling inquiries
Within 24 business hours
LEVEL2

Operations & account management

Onboarding delaysSettlement concernsIntegration supportAPI issuesSubscription disputesService interruptionsBusiness account support
Within 48 business hours
LEVEL3

Grievance officer

Privacy concernsData protectionCustomer complaintsMerchant disputesService grievancesEscalated support
Grievance officerRaynil Kumar · raynilkumar@waitrpos.com · +91 6374929771
Within 7 business days
LEVEL4

Management escalation

Enterprise disputesLegal noticesRegulatory concernsCritical incidentsContractual disputes
DirectorMohamed Javeed Basha · javeed@waitrpos.com
Within 7 business days
URGENT – CRITICAL INCIDENT

Critical incidents

Security breaches, unauthorized access, data compromise, payment fraud, or platform-wide outages. Mark the email subject as “URGENT – CRITICAL INCIDENT”.

security@waitrpos.com

Regulatory communications

Notices from government authorities, regulatory bodies, law enforcement agencies, and courts and tribunals.

legal@waitrpos.com
Business hours
Monday to Saturday · 09:00 AM – 06:00 PM IST