GRIEVANCE REDRESSAL POLICY
Last updated: 1 September 2026
This Policy sets out the mechanism through which a User may raise a grievance, and the manner and timelines within which it will be acknowledged and resolved.
- "Company", "Platform", "User" shall bear the meanings assigned to them in the Terms and Conditions.
- "Grievance" means any complaint raised by a User relating to the Services, including complaints concerning a Ride, Coins, payments, data protection, or safety.
- "Grievance Officer" means the officer designated by the Company under this Policy and, where applicable, under the Information Technology Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
This Policy sets out the mechanism through which a User may raise a Grievance and the manner and timelines within which such Grievance shall be acknowledged and resolved by the Company.
This Policy applies to all Grievances raised by a Host or a Guest in connection with use of the Platform and Services.
The Company has appointed a Grievance Officer in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020. The Grievance Officer for eZway can be reached at +91 94932 30191, and these contact particulars shall be updated on the Platform as necessary.
A User may file a Grievance through: (a) the in-application grievance or feedback feature; (b) the electronic mail address designated for grievances and published on the Platform; or (c) such other channel as the Company may notify from time to time.
Grievances may relate to, without limitation: (a) ride-related disputes between a Host and a Guest; (b) Coins, wallet, or payment discrepancies; (c) data protection and privacy concerns; (d) safety incidents; (e) account suspension or termination; and (f) general dissatisfaction with the Services.
The Company shall acknowledge receipt of a Grievance within forty-eight (48) hours of its submission.
The Company shall endeavour to resolve a Grievance within one (1) month from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020, save that Grievances involving safety incidents or suspected fraud may require additional time for thorough investigation, of which the User shall be kept reasonably informed.
Where a User is not satisfied with the resolution provided, the User may request escalation of the Grievance to a senior designated authority within the Company, details of which shall be published on the Platform.
A Grievance concerning the processing of Personal Data, including a request to access, correct, or erase Personal Data, shall be addressed in accordance with this Policy read together with the Privacy Policy and the applicable timelines under the Digital Personal Data Protection Act, 2023.
A Grievance concerning a Coins or payment discrepancy shall be investigated with reference to the Platform’s transaction records and, where applicable, records maintained by the payment gateway, and resolved in accordance with the Coins Terms and Conditions and the Cancellation and Refund Policy.
A Grievance concerning a safety incident shall be treated with priority and investigated in accordance with the Safety Policy, and may be escalated to law enforcement authorities where warranted.
The Company reserves the right to close a Grievance where the complainant fails to provide requested information or cooperation necessary for investigation, or where the Grievance is found to be frivolous, vexatious, or made in bad faith.
Records relating to a Grievance shall be treated as confidential and shall be disclosed only to personnel involved in resolution of the Grievance, to the parties concerned to the extent necessary, or as required by law.
This Policy is framed with due regard to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and nothing in this Policy shall derogate from a User’s statutory right to approach a consumer forum or other competent authority.
The Company may amend this Policy at any time by publication on the Platform.
This Policy shall be governed by the laws of India, and courts at Vizianagaram, Andhra Pradesh shall have exclusive jurisdiction, without prejudice to any statutory right of the User to approach a consumer forum of competent jurisdiction.
By using the Platform, the User acknowledges this Policy and the grievance mechanism described herein.