1. Purpose
This policy sets out how the Company receives and resolves complaints, in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
It applies to complaints about a booking, a payment, a refund, another user's conduct, content on the platform, or our handling of your personal data.
2. Start in the app
Most issues are resolved fastest from the booking itself. Open the booking and use **Report a problem**, or raise a dispute where one is offered.
Raising it there attaches the booking, payment and trip records to your complaint automatically, which means we can act on it without asking you for details we already hold.
3. Grievance Officer
You may write to our Grievance Officer at **hello@wevantainfotech.com** or call **+91 96486 33351**, Monday to Saturday, 10am to 7pm IST.
The Grievance Officer is an employee of Wevanta Infotech Private Limited and is resident in India, as required by law.
The officer's name and the registered postal address are published here once the Company's registration formalities are complete, and before the platform accepts public bookings.
4. What to include
So that we can act without a second exchange, please include:
- Your registered mobile number. - The booking reference, if the complaint concerns a booking. - What happened, with dates and times. - What outcome you are asking for. - Any screenshots or documents that support it.
A complaint made in your own name from your registered number can be acted on immediately. An anonymous complaint may still be investigated, but we may be unable to tell you the outcome.
5. Timelines we hold ourselves to
- **Acknowledgement: within 48 hours** of receiving the complaint. - **Resolution: within 15 days** of receiving it, or sooner where the law requires it. - **Unlawful content or an order from an authority:** acted on within the period the law prescribes. - **A complaint about non-consensual or sexually explicit imagery:** we act within 24 hours of a valid complaint.
Where a complaint needs information from a third party — a payment gateway, for example — we will tell you that within the same period and keep you informed rather than letting it go quiet.
6. Records and appeals
We keep a record of every complaint, what was done about it and when, for as long as the law requires.
If you are not satisfied with the outcome, you may appeal in writing to the Grievance Officer, who will have the matter reviewed by someone who did not decide it the first time. This does not affect any other remedy available to you in law.
7. Your rights are not limited by this policy
Nothing in this policy takes away or limits any right you have under the Consumer Protection Act, 2019, the Information Technology Act, 2000, or any other applicable law, including your right to approach a consumer forum or a court of competent jurisdiction.