Customers may raise grievances about account access, privacy, KYC/document handling, bookings, payments, refunds, support conduct, or website use.

How To Raise A Grievance

• Contact us by phone or email with your name, registered phone/email, booking/order reference if any, and a short description.
• Do not send unnecessary sensitive documents unless requested for verification.
• We may ask for additional information to verify identity and resolve the complaint.

Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and applicable RBI grievance-redress norms, the Grievance Officer for this platform is:

Data Protection Contact

For privacy and personal-data matters under the Digital Personal Data Protection Act, 2023 (access, correction, erasure, consent withdrawal, or data-breach concerns), contact:

Acknowledgement & Resolution Timelines

• We acknowledge every grievance within 24 hours of receipt.
• We endeavour to resolve grievances within 15 days of receipt, as required under the IT Rules, 2021.
• Data-principal requests under the DPDP Act are handled through the data-rights workflow and tracked to closure.

Escalation

If a grievance is not resolved to your satisfaction within the stated timelines, you may escalate to the Data Protection Officer above, and — for matters concerning foreign-exchange / money-changing services — to the relevant RBI grievance-redress channel (including the RBI Ombudsman scheme where applicable). Regulatory or cybersecurity incidents are escalated internally to the compliance/security function and reported to CERT-In where required.