Grievance Redressal Policy

1. Purpose

Travokash Private Limited (“Travokash”, “Company”, “we”, “us” or “our”) is committed to providing customers with professional, transparent and responsive travel-related services.

This Grievance Redressal Policy establishes a structured mechanism for customers and other stakeholders to raise complaints, concerns or grievances relating to our services, bookings, payments, cancellations, refunds, communication, customer support or any other service-related matter.

2. Scope

This Policy applies to grievances relating to services provided through Travokash, including but not limited to:

• Domestic and International Tour Packages
• Flight Booking Assistance
• Hotel Booking
• Holiday Packages
• Visa Assistance
• Travel Insurance
• Group Tours and Fixed Departures
• Corporate Travel & MICE
• Medical Tourism
• Easy EMI / Travel Finance Assistance
• Payments, invoices and booking-related matters
• Cancellation and refund-related matters
• Customer support and service conduct
• Website or communication-related concerns

3. How to Raise a Grievance

Customers may submit their grievance through:

Email: hello@travokash.com
Customer Support / WhatsApp: 8076016565
Website: www.travokash.com

For faster resolution, customers should provide:

• Full name
• Booking/reference number, if applicable
• Registered mobile number/email
• Date of transaction or booking
• Description of the grievance
• Relevant supporting documents, screenshots, invoices or correspondence

4. Grievance Resolution Process

Upon receiving a grievance, Travokash will:

1. Acknowledge the complaint where reasonably practicable.
2. Review the information and supporting documents provided.
3. Forward the matter to the appropriate internal department where required.
4. Contact the customer for additional information if necessary.
5. Investigate the matter fairly and objectively.
6. Communicate the outcome or proposed resolution to the customer.

5. Resolution Timeline

Travokash will endeavour to acknowledge complaints promptly and provide an appropriate response within a reasonable period depending on the nature and complexity of the grievance.

Simple service-related complaints may generally be addressed within 3–7 business days.

Complaints involving airlines, hotels, visa authorities, insurers, financial institutions, finance/EMI providers, payment gateways or other third-party service providers may require additional time because resolution may depend upon such third parties.

Where additional time is required, Travokash may communicate the status of the grievance to the customer.

6. Escalation

If the customer is not satisfied with the response or resolution, the matter may be escalated by writing to:

Grievance Escalation Email:
support@travokash.com

The escalation should mention the original complaint/reference number and the reason for requesting further review.

The Company may assign an appropriate senior representative or designated grievance officer to review the escalated matter.

7. Third-Party Services

Travokash may facilitate bookings and services provided by third parties, including airlines, hotels, tour operators, visa-related service providers, insurers, payment gateways and finance/EMI partners.

Where a grievance relates primarily to a third-party service, Travokash may coordinate with the relevant provider and assist the customer in communicating the issue. However, Travokash cannot guarantee a particular decision, refund, approval, compensation or timeline where the matter is controlled by the third-party provider.

8. Refund and Cancellation Complaints

Complaints relating to cancellation, refund or rescheduling will be handled in accordance with the applicable:

• Booking terms
• Supplier/airline/hotel cancellation rules
• Travokash Cancellation Policy
• Refund Policy
• Payment Policy
• Applicable finance/EMI terms

Any refund received from a third-party supplier will be processed by Travokash according to the applicable terms and after receipt/confirmation from the relevant provider, wherever applicable.

9. EMI and Finance-Related Grievances

Where a booking involves financing or EMI facilities, Travokash may assist customers in communicating with the relevant finance/EMI provider.

Finance/EMI approval, interest rates, processing fees, loan terms, repayment schedules and other credit decisions are subject to the terms and independent assessment of the respective financial/EMI provider.

Travokash does not guarantee approval of any finance or EMI application.

10. False, Abusive or Malicious Complaints

Travokash respects the right of customers to raise genuine grievances.

However, complaints containing threats, abusive language, harassment, knowingly false information, fraudulent documents or malicious allegations may be investigated and handled appropriately.

Nothing in this section restricts a customer's legitimate right to raise a genuine complaint.

11. Confidentiality and Privacy

Information provided during the grievance process will be handled in accordance with Travokash's Privacy Policy and applicable law.

Customers should avoid sharing passwords, OTPs, card PINs, CVV numbers or other highly sensitive authentication information while submitting a grievance.

12. No Waiver of Legal Rights

The grievance mechanism is intended to provide an internal avenue for resolving customer concerns and does not prevent a customer from exercising any rights or remedies available under applicable law.

13. Policy Changes

Travokash reserves the right to amend, update or modify this Grievance Redressal Policy from time to time. The updated version will be published on the Travokash website with the revised effective date.

14. Contact Details

Travokash Private Limited
Website: www.travokash.com
Email: support@travokash.com
Customer Support / WhatsApp: 8076016565
Address: B-77, Kalka Tower, Post Office Street, Shakarpur, Delhi – 110092, India

Travokash – BIG DREAM | EASY EMI