Grievance Redressal Policy
Effective Date: 03 December 2025 | Last Updated: 03 December 2025
1. PREAMBLE
This Grievance Redressal Policy (“Policy”) is formulated by BOOKOURBUS, a registered Partnership Firm under the laws of India, having its principal office at: D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010 (“BOOKOURBUS”, “Company”, “we”, “our”, or “us”). This Policy establishes the framework, process, and responsibilities for the receipt, handling, and resolution of grievances raised by Users, Operators, Agents, or other stakeholders associated with the BOOKOURBUS platform. BOOKOURBUS is committed to ensuring a transparent, efficient, and fair grievance resolution process in compliance with applicable laws and consumer protection regulations of India.
2. LEGAL FRAMEWORK
This Policy is drafted pursuant to and in compliance with: 1. The Consumer Protection Act, 2019, and the E-Commerce Rules, 2020 2. The Information Technology Act, 2000, and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 3. The Digital Personal Data Protection Act, 2023 (DPDP Act) 4. The Indian Contract Act, 1872 5. Other relevant central and state laws governing online and transport-related services As per Rule 4(4) of the E-Commerce Rules, 2020, every online platform must appoint a Grievance Officer to ensure timely redressal of consumer complaints. BOOKOURBUS complies fully with this requirement. This Policy applies to all grievances related to services rendered via www.bookourbus.com, mobile apps, or associated digital interfaces.
3. DEFINITIONS
• "Grievance" – Any complaint, dissatisfaction, or concern raised by a User, Operator, or Agent regarding services, payments, data privacy, or conduct associated with the BOOKOURBUS Platform. • "User" – Any person availing or intending to avail services offered by BOOKOURBUS. • "Complainant" – Any User or stakeholder submitting a grievance in accordance with this Policy. • "Grievance Officer" – The officer designated by BOOKOURBUS to address and resolve complaints in a time-bound manner. • "Platform" – The website, mobile application, or online interface operated by BOOKOURBUS. • "Business Day" – A day (excluding weekends and public holidays) when BOOKOURBUS offices remain operational.
4. OBJECTIVE
The objectives of this Policy are: 1. Establish a structured grievance-handling mechanism for all users and partners. 2. Ensure compliance with statutory timelines for complaint resolution. 3. Promote accountability, transparency, and fairness in the grievance process. 4. Strengthen trust between BOOKOURBUS, its users, and business partners. 5. Monitor patterns of complaints to improve services continuously.
5. SCOPE
This Policy covers grievances related to, but not limited to: 1. Booking issues (delays, cancellations, or incorrect ticketing) 2. Refunds and payment discrepancies 3. Service quality, misrepresentation, or operator behaviour 4. Platform malfunction, account access, or data security breaches 5. Breach of privacy or misuse of personal information 6. Agent or bus operator misconduct 7. Any other violation of BOOKOURBUS’s Terms of Service or applicable laws Complaints related to external service providers (banks, payment gateways, telecom networks) may be referred to those entities, with reasonable assistance from BOOKOURBUS.
6. TYPES OF GRIEVANCES
1. Operational Grievances – Booking failures, cancellations, rescheduling, service quality, or misinformation by bus operators or agents. 2. Financial Grievances – Refunds, double payments, or transaction delays due to banks or gateways. 3. Technical Grievances – System-related issues like login errors, ticket retrieval, or platform downtime. 4. Privacy & Data Protection Grievances – Misuse, unauthorized sharing, or data breach involving user information. 5. Conduct & Behavioural Grievances – Unprofessional, unethical, or abusive behaviour by operators, drivers, or agents associated with BOOKOURBUS.
7. PRINCIPLES OF GRIEVANCE HANDLING
BOOKOURBUS follows these principles: 1. Accessibility – Multiple complaint submission channels (email, phone, web form) 2. Transparency – Complaint acknowledgment with unique reference number 3. Confidentiality – Secure handling of all personal and complaint data 4. Fairness – Objective review without bias or discrimination 5. Timeliness – Resolution within statutory timelines 6. Accountability – Periodic reports maintained by the Grievance Officer
8. GRIEVANCE SUBMISSION PROCESS
Users, Agents, or Operators may submit grievances via: 1. Email – grievance@bookourbus.com or support@bookourbus.com 2. Online Form – “Contact Us / Grievance” on www.bookourbus.com 3. Postal Mail – BOOKOURBUS registered office 4. Helpline – +91 9519829346 (10 AM – 6 PM, Monday to Saturday) Each grievance should include: - Full name, contact details, and booking reference - Detailed issue description - Supporting documents/screenshots - Preferred communication mode Anonymous or incomplete complaints may not be processed unless sufficient evidence is provided.
9. GRIEVANCE REGISTRATION AND ACKNOWLEDGMENT
9.1 Upon receipt of a grievance, BOOKOURBUS shall: (a) Register the complaint in its internal Grievance Management System (GMS); (b) Assign a unique reference ID for tracking; (c) Acknowledge receipt of the complaint within forty-eight (48) hours through email or SMS. 9.2 The complainant shall be informed of the expected time for resolution and provided with contact details of the designated Grievance Officer handling the case.
10. GRIEVANCE HANDLING PROCEDURE
10.1 The Grievance Officer shall investigate the complaint by: (a) Reviewing transaction logs, communication records, and evidence; (b) Consulting relevant departments or third parties (operators, banks, etc.); (c) Seeking clarification from the complainant where required. 10.2 The Grievance Officer shall aim to resolve the issue within fifteen (15) business days from the date of receipt of the complaint. 10.3 In complex cases requiring more time, the complainant shall be informed in writing with reasons for delay and expected date of closure. 10.4 Resolution shall be communicated in writing (via email or SMS), outlining: (a) Findings of the investigation; (b) Corrective action taken (refund, replacement, operator warning, etc.); and (c) Details of escalation channels, if dissatisfied with the outcome.
11. ESCALATION MATRIX
11.1 If the complainant is dissatisfied with the resolution provided by the Grievance Officer, they may escalate the matter as follows: Level 1 – Grievance Officer (15 business days) – grievance@bookourbus.com Level 2 – Senior Manager – Operations (10 business days) – escalation@bookourbus.com Level 3 – Partner / Legal Head, BOOKOURBUS (7 business days) – legal@bookourbus.com 11.2 If the grievance remains unresolved beyond thirty (30) days, the complainant may approach appropriate authorities under the Consumer Protection Act, 2019 or IT Act, 2000.
12. ROLE AND DUTIES OF THE GRIEVANCE OFFICER
12.1 The Grievance Officer shall be responsible for: (a) Receiving, acknowledging, and resolving user complaints within statutory timelines; (b) Coordinating with internal departments and external service providers for resolution; (c) Maintaining a digital record of all complaints and their outcomes; (d) Submitting periodic compliance reports to BOOKOURBUS management; and (e) Ensuring that personal data involved in grievances is processed lawfully and securely. 12.2 The Grievance Officer shall act independently and ensure impartial handling of every complaint. 12.3 Details of the Grievance Officer shall be displayed prominently on the BOOKOURBUS website as required under law.
13. RECORD KEEPING AND AUDIT
13.1 BOOKOURBUS shall maintain complete digital records of: (a) All grievances received and their reference IDs; (b) Date and mode of acknowledgment; (c) Investigation details, findings, and actions taken; and (d) Timelines for closure. 13.2 Records shall be preserved for a minimum of three (3) years from the date of closure for audit or legal purposes. 13.3 Periodic internal audits shall be conducted to assess grievance-handling efficiency and compliance.
14. CONFIDENTIALITY AND DATA PROTECTION
14.1 All grievances and personal information shall be handled in accordance with BOOKOURBUS’s Privacy Policy and the Digital Personal Data Protection Act, 2023. 14.2 The Company shall take adequate measures to ensure the security and confidentiality of sensitive personal data during complaint handling and transmission. 14.3 Access to grievance data shall be restricted to authorized personnel only.
15. MONITORING AND REPORTING
15.1 The Grievance Officer shall prepare quarterly reports summarizing: (a) Number of complaints received and resolved; (b) Average resolution time; (c) Recurring issues and corrective actions; (d) Recommendations for policy improvements. 15.2 Such reports shall be reviewed by BOOKOURBUS’s senior management to identify systemic improvements in customer service and compliance.
16. LIMITATION OF LIABILITY
16.1 BOOKOURBUS’s role in grievance handling is limited to providing a fair and timely resolution mechanism. 16.2 BOOKOURBUS shall not be liable for failure to address complaints arising from third-party systems such as banks, payment gateways, or government transport authorities. 16.3 The Company’s aggregate liability in any case shall not exceed the service fee paid by the complainant for the relevant transaction.
17. FORCE MAJEURE
BOOKOURBUS shall not be held responsible for delays or failure to address grievances due to circumstances beyond its control, including natural disasters, cyber incidents, system outages, or government restrictions.
18. GOVERNING LAW AND JURISDICTION
18.1 This Policy shall be governed by and construed in accordance with the laws of India. 18.2 All disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the Courts of Lucknow and the High Court of Allahabad (Lucknow Bench).
19. CONTACT DETAILS
Designated Grievance Officer: Name: Mr. [To Be Appointed] Designation: Grievance Redressal Officer Address: BOOKOURBUS, D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010 Email: grievance@bookourbus.com Phone: +91 9519829346
20. EFFECTIVE DATE AND AMENDMENT
20.1 This Policy is effective from 03 December 2025 and supersedes all prior grievance procedures. 20.2 BOOKOURBUS reserves the right to amend or update this Policy periodically in compliance with new laws or business requirements. 20.3 Updated versions shall be published on the BOOKOURBUS website, and continued use of services shall constitute acceptance of such amendments.
CONCLUSION
This BOOKOURBUS Grievance Redressal Policy defines a transparent, fair, and lawful mechanism for addressing user and partner concerns. It reinforces BOOKOURBUS’s commitment to responsible business conduct, consumer protection, and regulatory compliance across all its operations.
By raising a grievance, you acknowledge the Grievance Redressal Policy of BOOKOURBUS.