Grievance Redressal Policy

Tap4Loan is a digital lending platform owned and operated by SVR TECH SOLUTIONS PRIVATE LIMITED (CIN U62013DL2026PTC469048), with registered office at B-7/106A, Safdarjung Enclave Extn., Nauroji Nagar, New Delhi – 110029, Delhi, acting as a Lending Service Provider (LSP). All loans on the Tap4Loan platform are sanctioned and disbursed by Golu Leasing and Finance Co. Private Limited (hereinafter referred as “the Company”), having CIN [[LEGAL-TBD]], with office at BM-5, East Shalimar Bagh, New Delhi – 110088, registered as an NBFC with the Reserve Bank of India bearing Certificate of Registration No. B-14.01773.

This policy applies to loans sourced through the Tap4Loanplatform. Complaints may be raised with either Tap4Loan (the LSP) or the Company (the lender); both are handled under the escalation matrix below.

In compliance of RBI Master Direction – Non-Banking Financial Companies (Responsible Business Conduct) Directions, 2025, RBI/DOR/2025-26/362DOR.MCS.REC.No.281/01-01-039/2025-26 dated November 28, 2025, the Board has approved the Grievance Redressal Mechanism.

The Company acknowledges that adherence to the principles of responsible business conduct, customer fairness, transparency, accountability, and effective grievance redressal constitutes a fundamental regulatory obligation.

It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. The Company shall ensure that all disputes arising out of decisions of the functionaries are heard and disposed of at least at the next higher level.

The Company shall have a robust grievance redressal mechanism that shall not be compromised in any manner on account of outsourcing.

The Board has appointed Vikram Gupta as the Grievance Redressal Officer (GRO). The GRO is responsible for the overall functioning of the Company's grievance redressal mechanism. The GRO may be contacted at +91 9311480935 or via email at compliance@golufin.com.

Any customer/borrower having any grievance may contact/reach us through the following escalation mechanism:

• Level 1 - Customer Support: File a complaint via email at support@tap4loan.com. Team will respond within 7 days. Also call Customer Care at +91 9311480934 or Complaint Helpline at +91 9311480936.
• Level 2 - Grievance Redressal Officer: If not resolved within 7 days, escalate to GRO Vikram Gupta

  Tel: +91 9311480935

  Email: compliance@golufin.com

• Level 3 - Nodal Grievance Redressal Officer: If not resolved within 15 days, escalate to the Nodal GRO via

  Tel: +91 9311480934

  Email: compliance@golufin.com

• Level 4 - Reserve Bank of India: If the complaint is not resolved within 30 days of lodging it, or you are not satisfied with the resolution, you may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2021

  Online: cms.rbi.org.in

  Toll-free: 14448

  By post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

The Company does not discriminate against physically or visually challenged applicants. Visually challenged applicants may contact customer support at +91 9311480934 or complaint helpline at +91 9311480936.

The Board will periodically review compliance of this Code and the functioning of the grievance redressal mechanism.