Verified: 12 April 2026 09:30 am IST
Industry: Payment Solutions, POS Terminals & Merchant Services
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI)
Important Safety Warning: Beware of fake customer service numbers on search engines. Financial scams are rampant. Scammers frequently buy ads with “spoofed” phone numbers pretending to be Pine Labs support to target retail merchants. Authentic staff will never ask you to share OTPs, enter your UPI PIN, or download remote desktop apps (like AnyDesk) to “reset your POS terminal.”
Level 1: Customer Support (The Liability Split)
- How to complain: Do not use generic web forms. Your approach depends on your relationship with Pine Labs:
- For POS Merchants (B2B): For terminal issues or delayed settlements, call 0120-4033600 / 1800-258-6609 or email plutus.support@pinelabs.com.
- For Payment Gateway (Plural): Email pgsupport@pinelabs.com or call 1800-309-9007.
- For Gift Cards/Consumers (Qwikcilver/Pine Perks): Call 080-64534440 or email nodal.officer@pinelabs.com.
- For Double-Charged Consumers: Contact your issuing bank or the retail store directly. Pine Labs processes the payment but cannot authorize a consumer refund without the merchant’s approval.
- Availability: General customer care and technical support operate 24/7.
- Timeline: Initial helpdesk queries and technical issues are typically acknowledged within 24 to 48 hours.
- Source Verification: Pine Labs Contact Support
Level 2: Formal Corporate Escalation (Customer Service Head & Nodal Officer)
- Who to contact: Pine Labs has a legally mandated multi-tier escalation matrix. If Level 1 fails, email the Customer Service Head directly at cs.head@pinelabs.com. If you still do not get a resolution, escalate to the Principal Nodal Officer at nodal.officer@pinelabs.com. If you are serving a physical Legal Notice, send it via registered Speed Post to: Pine Labs Limited, Candor TechSpace, 4th & 5th Floor, Building No. 6, Plot No. B2, Sector 62, Noida, Uttar Pradesh - 201309, India.
- Timeline: Under RBI guidelines, the Nodal Officer must provide a final, substantive resolution within 30 days from the date of the original complaint.
- Source Verification: Pine Labs Grievance Policy
Level 3: Regulatory Authority (RBI Ombudsman)
- Authority: If Pine Labs ignores your formal escalation or rejects your claim after 30 days, do not use the National Consumer Helpline (NCH). You must escalate directly to the financial regulator via the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS).
- Portal/Contact: Register your grievance online at the RBI’s Complaint Management System (CMS) portal, or call their toll-free central helpline at 14448.
- Timeline: You can file an RBI Ombudsman complaint immediately after the company’s internal 30-day window expires, or if they formally reject your claim before that.
- Source Verification: RBI Complaint Management System (CMS)
Level 4: Legal Action (Arbitration vs. Consumer Court)
- Pre-Litigation: Before pursuing legal action, have a lawyer draft a final Legal Notice addressed to the Noida headquarters demanding a resolution within 15 days.
- Court/Arbitration: * For Merchants (B2B): B2B disputes over POS hardware or enterprise settlements typically fall under the Arbitration clause in your merchant agreement. You must serve a Notice of Arbitration.
- For Consumers (B2C): If the RBI Ombudsman rejects your claim regarding a prepaid gift card, you can file a case completely online using the government’s official e-Jagriti portal.
- Source Verification: e-Jagriti Portal - Consumer Affairs
Community Action: Are you a retail merchant whose daily Pine Labs POS settlements are stuck, or a consumer fighting a deactivated Qwikcilver gift card? Reply below (do not share your passwords, bank details, or your exact terminal IDs), and our consumer advocacy community will point you to the right resources!