Grievance Redressal Policy

1. Purpose

RideSolution is committed to providing excellent service to all our customers. However, we understand that issues may arise. This Grievance Redressal Policy provides a clear, transparent, and fair process for customers to raise complaints and have them resolved in a timely manner.

2. Scope

This policy covers grievances related to:

• Service quality issues (late arrival, rude behavior, unclean vehicle)
• Fare disputes or billing concerns
• Safety or security incidents during a trip
• Cancellation or refund disputes
• Lost belongings in the vehicle
• Privacy or data-related concerns
• Website or booking system issues
• Any other dissatisfaction with our services

3. How to File a Grievance

You may file a grievance through any of the following channels:

• WhatsApp: Send a message to +91 99999 09090 with subject "GRIEVANCE" followed by your complaint details
• Email: Write to getinfo@ridesolution.site with subject line "Grievance - [Your Name]"
• Phone: Call +91 99999 09090 and request to register a formal complaint
• Website: Use the contact form on our Contact page

4. Information Required

To help us investigate and resolve your grievance quickly, please provide:

• Your full name and contact number
• Date and time of the trip (if applicable)
• Booking reference or driver details (if available)
• Clear description of the issue
• Any supporting evidence (screenshots, photos, receipts)
• Your expected resolution or outcome

5. Grievance Resolution Process

1. Acknowledgment (Within 24 hours): Upon receiving your grievance, we will acknowledge it via WhatsApp or email with a unique complaint reference number.
2. Investigation (1-3 business days): Our team will investigate the complaint by reviewing trip records, GPS data, driver feedback, and any other relevant information.
3. Resolution (Within 7 business days): We will communicate the resolution to you along with any corrective action taken. Most grievances are resolved within 3-5 business days.
4. Escalation (If unsatisfied): If you are not satisfied with the resolution, you may escalate the matter to our Grievance Officer (details below).

6. Grievance Officer

7. Resolution Types

Depending on the nature of the grievance, resolutions may include:

• Full or partial refund of the trip fare
• Credit towards a future booking
• Formal apology and corrective action against the driver
• Driver suspension or termination for serious violations
• Process improvement to prevent recurrence
• Assistance in recovering lost belongings

8. Timelines

• Acknowledgment: Within 24 hours of complaint receipt
• First response with update: Within 48 hours
• Resolution for standard complaints: Within 7 business days
• Resolution for complex/escalated complaints: Within 15 business days
• Refund processing (if applicable): Within 5-7 business days after approval

9. Confidentiality

All grievances are treated with strict confidentiality. Your personal information and complaint details are shared only with personnel directly involved in resolving the issue. We will not disclose your identity to the driver or any third party without your consent, unless required by law.

10. Fair Treatment

We are committed to treating all grievances fairly and impartially. No customer will face any negative consequences for filing a legitimate complaint. We encourage honest feedback as it helps us improve our services.

11. External Recourse

If you are not satisfied with our internal grievance resolution, you may approach:

• Consumer Disputes Redressal Forum (District/State/National level)
• Consumer Helpline: 1800-11-4000 (National Consumer Helpline, India)
• Online Consumer Complaint Portal: consumerhelpline.gov.in

12. Policy Updates

This grievance policy may be updated periodically. The latest version will always be available on this page. We recommend reviewing this policy before filing a complaint to understand the current process.