Grievance Redressal

We want to fix problems quickly. This page sets out how to raise a complaint, in line with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

1. Start with support

Most issues about a booking, refund or listing are fastest to solve through support:

• From your trip page: choose Report a problem.
• Email: support@homesztay.in
• Phone: [Customer care phone: set in Admin › Settings › Legal]

2. Grievance Officer

If support hasn't resolved your issue, or your complaint is about content on the Platform, your personal data, or a breach of our policies, write to our Grievance Officer:

• Name: [Grievance Officer name: set in Admin › Settings › Legal]
• Email: [Grievance Officer email: set in Admin › Settings › Legal]
• Phone: [Grievance Officer phone: set in Admin › Settings › Legal]
• Address: [Company legal name: set in Admin › Settings › Legal], [Registered office address: set in Admin › Settings › Legal]

Please include your name, contact details, booking reference (if any), a clear description of the complaint and any supporting documents or links.

3. Timelines

• We acknowledge every complaint within 24 hours and give you a reference number.
• We aim to resolve complaints within 15 days of receipt.
• Requests to remove content that exposes a person's private area, shows them in sexual acts or impersonates them in such content are acted on within 24 hours, as required by law.

4. If you're not satisfied

• Consumers may approach the National Consumer Helpline (1915 or consumerhelpline.gov.in) or a Consumer Disputes Redressal Commission.
• Personal data complaints may be taken to the Data Protection Board of India after using our process.
• Content decisions may be appealed to the Grievance Appellate Committee under the IT Rules.

5. Company details

[Company legal name: set in Admin › Settings › Legal] · CIN [CIN: set in Admin › Settings › Legal] · GSTIN [GSTIN: set in Admin › Settings › Legal] · [Registered office address: set in Admin › Settings › Legal]