Grievance redressal policy

This policy covers complaints about the Tripix website or app, trip planning and quotes, fleet matching, booking confirmation, cancellation, refund, payment, driver or vehicle assignment, trip execution, customer support, safety response, privacy, and information displayed about a fleet partner.

Tripix will maintain an adequate grievance mechanism for its role as an e-commerce marketplace and coordinator. The assigned fleet partner may also be responsible for part of a complaint as the transport service provider. Tripix will coordinate rather than require a customer to discover the responsible partner alone.

To help Tripix investigate without unnecessary delay, provide:

• your name and the phone number or email associated with the request;
• the Tripix booking or request ID, if one exists;
• the trip date, route, assigned vehicle or driver, and fleet partner where relevant;
• a concise description of what happened and the outcome you are seeking;
• the disputed amount and payment reference for a payment or refund issue; and
• relevant screenshots, receipts, photographs, or messages, with unrelated personal data removed.

Do not send full card numbers, UPI PINs, one-time passwords, account passwords, or unnecessary identity documents. Tripix will request additional evidence only through an authorised channel when it is genuinely needed.

Start with Tripix customer care for booking status, route or fare questions, delays, cancellation, refund tracking, partner or driver conduct, lost property, and ordinary service issues. Tripix will create or communicate a complaint reference that can be used to track the matter once production support is active.

Customer care may resolve the issue directly, ask the fleet partner or payment provider for records, correct an account or booking error, or escalate the complaint for formal review. A serious safety, fraud, discrimination, privacy, or repeated service-quality issue may be escalated immediately.

Escalate to the Grievance Officer if customer care has not resolved the matter, the response does not address the evidence, the complaint concerns marketplace compliance, or the issue is serious enough to require independent review.

An escalation should include the earlier complaint reference and explain:

• what part of the response is disputed or incomplete;
• any new evidence or relevant timeline;
• the requested remedy; and
• whether an urgent deadline, safety concern, or ongoing trip requires priority handling.

The Grievance Officer may review platform records, partner submissions, payment traces, support communication, and applicable policy; ask for proportionate additional information; and issue or coordinate a reasoned outcome.

A request concerning access, correction, erasure, consent withdrawal, unauthorised disclosure, security, or use of personal data should be marked as a privacy grievance. Tripix may verify the requestor's identity before disclosing or changing account data.

Privacy grievances will be handled under the Privacy Policy and applicable Indian law. Where a phased right under the Digital Personal Data Protection framework is not yet in force, Tripix may still choose to honour the request unless retention, safety, fraud prevention, another person's rights, or another legal obligation prevents it.

• Tripix aims to acknowledge a consumer complaint within 48 hours of receipt.
• Tripix aims to redress a consumer complaint within one month of receipt, in line with the Consumer Protection (E-Commerce) Rules, 2020.
• Urgent safety, active-trip, fraud, or account-security issues are triaged sooner where reasonably possible.
• If a complex matter cannot be completed within the target, Tripix will explain the delay, work completed, next step, and an updated expected response date.

A response may depend on information from a customer, fleet partner, driver, payment provider, insurer, authority, or other third party. Time spent waiting for essential missing information will be explained and not used to leave a complaint open without follow-up.

Depending on the evidence, policy, and applicable law, an outcome may include:

• an explanation, correction, apology, or status update;
• booking change, replacement vehicle, service recovery, or partner reassignment;
• cancellation, full or partial refund, price adjustment, or reversal of an incorrect charge;
• correction, restriction, or deletion of personal data where applicable;
• fleet-partner, driver, or vehicle quality review, warning, suspension, or removal;
• referral to a payment provider, insurer, authority, or other appropriate body; or
• a reasoned rejection where the request is unsupported, fraudulent, outside Tripix's role, or contrary to law.

Tripix will not retaliate against a customer or service provider for raising a good-faith complaint. Confidential personnel, fraud-control, or another user's personal information may not be disclosed in the outcome.

This process does not reduce any right to approach a regulator, police or cybercrime authority, payment provider, court, or consumer commission with lawful jurisdiction. Tripix encourages use of the internal process first where it is safe and practical because it can often resolve a booking record quickly.

Customer care

Email: To be published before launch

Phone: To be published before launch

Grievance Officer

Name and designation: To be appointed before launch

Email: To be published before launch

Privacy contact

Email: To be published before launch

Operator

Legal entity: To be published before launch

Registered address: To be published before launch