Grievance Redressal

1. Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, complaints are handled by our Grievance Officer:

Write in English or Malayalam, and include the page address or booking reference so we can find the thing you are complaining about without asking twice.

2. What you can complain about

• A listing that is false, misleading, duplicated, or for a business that does not exist.
• Content that is unlawful, defamatory, obscene, or that infringes your copyright or trademark.
• A review you believe is fake, paid for, or about you personally.
• A booking that was not delivered as described, or a refund that was refused wrongly.
• The handling of your personal data — access, correction, erasure, or a consent you withdrew.
• Your own listing being suspended, and you want it reviewed.

3. How long it takes

If a complaint needs longer — because it depends on an Operator’s response, for instance — we tell you why and when to expect the answer, rather than letting the deadline pass in silence.

4. What happens after you write

1. We acknowledge with a reference number, within 24 hours.
2. We look at the page, the booking record and any Operator response. If we need something from you, we ask once, clearly.
3. We act — correct the listing, remove the content, process the refund, restore the account, or explain why we are not doing that, with the reason.
4. We close the complaint in writing, and you can ask for a review by a second person if you disagree.

We do not remove lawful content simply because someone objects to it, and we do not keep unlawful content because removing it is inconvenient.

5. If you are still not satisfied

You can escalate, in this order:

• Review within The Trip India — reply to the closing email with “Review requested”. A second person re-examines it.
• Data Protection Board of India — for complaints about personal data that we have not resolved.
• Consumer Commission — for a booking or refund dispute, under the Consumer Protection Act, 2019.
• Courts at Ernakulam, Kerala — where the dispute is not one a consumer forum handles.

Using this process first is faster and cheaper than any of them. It does not take away your right to go straight to a forum where the law allows it.

6. Related policies

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