Grievance Redressal Policy

Introduction

Tst Global Private Limited, operating under the brand Tripandstays, is committed to providing its customers with a fair and transparent mechanism to address complaints and grievances. This Grievance Redressal Policy outlines the process by which customers can raise concerns related to our services — including hotel bookings, flight bookings, bus bookings, and other travel services — and how we will resolve those concerns in a structured and timely manner. We believe that every customer concern is an opportunity to improve, and we take all grievances seriously.

1. Scope of This Policy

This policy applies to all grievances raised by customers of Tripandstays in connection with:

• Hotel, flight, bus, or other travel service bookings made through our platform
• Payment disputes, failed transactions, or refund delays
• Service quality issues or discrepancies between advertised and actual services
• Cancellation, modification, or rescheduling complaints
• Data privacy concerns or unauthorized use of personal information
• Complaints about the conduct of Tripandstays staff or representatives
• Technical issues with the Tripandstays website or mobile application

2. Grievance Officer

In compliance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to handle complaints and grievances raised by customers.

3. How to Lodge a Grievance

Customers can raise a grievance through any of the following channels:

• Email: Send a detailed complaint to [email protected] with your booking ID and contact information
• Phone: Call our support line at +91 9355573056 during business hours (Mon–Sat, 9 AM–6 PM IST)
• Website: Use the 'Contact Us' form at www.tripandstays.com/contact-us
• In-App Support: Use the Help & Support section within the Tripandstays mobile application
• Written Communication: Send a written complaint by post to our registered office address

4. Resolution Timeline

We are committed to resolving customer grievances within the following timelines:

• Acknowledgement: Within 24 hours of receiving your complaint
• Initial Response: Within 48 hours with a status update or request for additional information
• Standard Resolution: Within 7 business days for most grievances
• Complex Cases: Within 21 business days for cases requiring investigation with third-party service providers
• Refund Processing: Within 5–10 business days after resolution approval, subject to bank processing times

5. Escalation Process

If you are not satisfied with the initial resolution provided, you may escalate your complaint through the following levels:

• Level 1 — Customer Support: Contact our support team via email or phone for first-level resolution
• Level 2 — Grievance Officer: If unsatisfied with Level 1, escalate to our Grievance Officer at [email protected]
• Level 3 — Senior Management: Unresolved escalations are reviewed by our senior management team within 15 business days
• External Escalation: Customers may also approach the National Consumer Disputes Redressal Commission (NCDRC) or relevant consumer courts if they remain unsatisfied

6. Our Commitments to You

As part of our grievance redressal process, we commit to:

• Treating every grievance with fairness, objectivity, and impartiality
• Maintaining confidentiality of all customer complaint information
• Providing regular status updates throughout the resolution process
• Ensuring no customer faces retaliation for raising a legitimate grievance
• Continuously improving our services based on grievance trends and feedback
• Complying with all applicable laws and regulations related to consumer protection

7. Contact Us

If you have any questions about this Grievance Redressal Policy or need assistance with lodging a complaint, please reach out to us: