1. How to submit a complaint
Email info@merogold.com or use official in-app support. Include your MeroGold ID, transaction/order ID, date, amount, description and evidence.
2. Acknowledgement and review
We aim to acknowledge complaints promptly and assign them to the appropriate team. Complex cases may require third-party reconciliation.
3. Fair handling
Complaints are assessed objectively using account records, audit logs, transaction data and evidence.
4. Updates and resolution
We will provide a decision or status update within a reasonable period, subject to investigation and outstanding information.
5. Escalation
If dissatisfied, request escalation and explain the unresolved issue. Customers retain mandatory rights to approach competent authorities.
6. Confidentiality and records
Complaint records are protected and retained for quality, audit, legal, security and regulatory purposes.
Contact MeroGold
MeroGold Holdings Pvt. Ltd.
Kathmandu, Nepal
Website: merogold.com
Email: info@merogold.com
Phone: +977 9842221888