Grievance officer
Support resolves most issues. When it has not, or when the matter involves safety, a legal right or personal data, this is the escalation route.
1. Who to contact
| Grievance Officer | Appointed officer, Tripzok |
|---|---|
| grievance@tripzok.com | |
| Phone | +91 261 234 5678 |
| Hours | Monday to Saturday, 10:00 – 19:00 IST (closed on public holidays) |
| Registered office | Surat, Gujarat, India. The full registered address, corporate identity number and tax registrations are printed on every invoice and are provided on request from the email above. |
| Language | English, Hindi or Gujarati |
Write from the mobile number or email registered on your Tripzok account where possible. It is the fastest way for us to verify the account and pull the trip record.
2. When to escalate
- Support has not replied within two working days, or has closed your case without a clear reason.
- A safety incident, harassment or assault allegation.
- A refund or claim decision you believe is wrong.
- An account suspension you want reviewed.
- A request about your personal data — access, correction, erasure or consent withdrawal.
- A complaint about content, a partner or a listing that you believe is unlawful.
3. What to include
- Your registered mobile number and the name on the account.
- The trip ID or support reference, if you have one.
- What happened, with dates and times.
- What outcome you are asking for.
- Any evidence — screenshots, receipts, photos. Do not send original documents by email.
Please do not send your OTP, full card number or UPI PIN. We never need them.
4. Response timelines
| Stage | Commitment |
|---|---|
| Acknowledgement | Within 48 hours of receiving the complaint |
| Resolution | Within 15 days, or a written explanation of what is pending and why |
| Safety complaints | Reviewed the same working day where a person may be at risk |
| Data requests | Within the period required by the Digital Personal Data Protection Act, 2023 |
You will always receive a written outcome, not just a status change in the app.
5. Privacy and data requests
Data access, correction and erasure requests are handled by the same officer, supported by our privacy team. To delete your account, use the account deletion page — it is faster than email and gives you a written confirmation. Full detail on what we hold and why is in the privacy policy.
6. If you are still not satisfied
- Consumer disputes — a consumer commission under the Consumer Protection Act, 2019.
- Personal data — the Data Protection Board of India, once a complaint has been through our process.
- Cyber incidents — the national cybercrime portal at cybercrime.gov.in or helpline 1930.
- Immediate danger — call 112.