Our goal: Resolve the vast majority of disputes at Step 1 within 7 business days. Our support team has authority to issue refunds and account credits up to ₹50,000 without escalation. The formal escalation path exists for the rare cases that need it.
1. Overview
Viaje Holidays Private Limited is committed to resolving disputes fairly, swiftly, and transparently. This Dispute Resolution Policy complies with the Consumer Protection (E-Commerce) Rules, 2020, the Consumer Protection Act, 2019, and the Arbitration and Conciliation Act, 1996 (as amended by the 2019 Arbitration Amendment Act). For international users, we additionally respect the applicable mandatory dispute resolution frameworks in your jurisdiction.
2. What Can Be Disputed
This policy covers: incorrect or unauthorised charges; refund requests not resolved through standard cancellation; booking fulfilment failures — where a service was not delivered as described; account suspension or termination decisions you wish to challenge; identity verification disputes; content moderation decisions; data access, correction, or erasure requests not resolved through standard channels; and disputes between users and travel partners where Viaje facilitated the booking.
3. Step 1 — Direct Support
Target resolution: 1–7 business days. This is the first and most effective step — the vast majority of issues are resolved here. Contact our support team with your account email or Order/Booking ID, a clear description of the issue, and any supporting documentation. Our team has full authority to issue refunds, credits, and remediation up to ₹50,000 without escalation approval.
4. Step 2 — Formal Grievance
Acknowledgement within 48 hours; resolution within 21 business days. If Step 1 does not resolve your issue satisfactorily, submit a formal written grievance to our Grievance Officer as required under the Consumer Protection (E-Commerce) Rules, 2020 and IT (Intermediary Guidelines) Rules, 2021. Email legal@viaje.in with subject line "Formal Grievance — [Your Order/Account ID]". Include: your full name and registered email or mobile, a description of the dispute and steps already taken, your desired resolution, and all supporting documents. You may also write to our Grievance Officer at the registered office address: Viaje Holidays Private Limited, 261, Kartora, Akbarpur, Ambedkar Nagar, Uttar Pradesh 224146, India.
5. Step 3 — Mediation
Timeline: 30–60 days. If the formal grievance does not produce a satisfactory resolution, either party may request mediation by a mutually agreed neutral third party. Mediation is non-binding unless both parties agree in writing to be bound by the outcome. Costs are shared equally unless otherwise agreed. Mediation requests are submitted to the Grievance Officer in writing.
6. Step 4 — Binding Arbitration
Timeline: 60–180 days. Disputes not resolved through mediation are referred to binding arbitration under the Arbitration and Conciliation Act, 1996 (2019 amendment). A single arbitrator is mutually appointed, or nominated by the Indian Council of Arbitration (ICA) in default of agreement. The seat of arbitration is Ambedkar Nagar, Uttar Pradesh, India. Proceedings are conducted in English. The arbitral award is final and binding on both parties and enforceable in courts of competent jurisdiction. Each party bears its own legal costs; arbitrator fees are shared equally. Arbitration notices must be served by registered post to the registered office address.
7. Statutory Consumer Rights — Not Waived
Nothing in this policy limits your statutory rights as a consumer under Indian law. You retain the right to approach: the District Consumer Disputes Redressal Commission (claims up to ₹50 lakh); the State Consumer Disputes Redressal Commission (claims up to ₹2 crore); the National Consumer Disputes Redressal Commission (NCDRC) for claims above ₹2 crore; and the Data Protection Board of India for data protection complaints under the DPDP Act 2023. Your mandatory consumer rights under the Consumer Protection Act, 2019 cannot be waived by any provision of these Terms.
8. Payment Disputes — Chargeback Prevention
For disputed charges, always contact legal@viaje.in before initiating a chargeback with your bank. We typically resolve payment disputes within 24–48 hours and can often process corrections faster than the chargeback timeline. Provide your Order ID, transaction date, amount, and payment method. Chargebacks initiated without prior contact with Viaje may result in account suspension and will be formally contested with the payment network. See our Payment Policy for full refund terms.
9. International Users
Users in the EEA and UK retain the right to escalate data protection complaints to their national supervisory authority (e.g., the ICO in the UK, CNIL in France, BfDI in Germany). US users in applicable states may invoke state consumer protection processes. Japanese users may approach the Personal Information Protection Commission (PPC) for data-related disputes. South Korean users may contact the Personal Information Protection Commission (PIPC). UAE users may approach the UAE Data Office. Chinese users may contact the Cyberspace Administration of China (CAC). In all jurisdictions, mandatory local consumer protections and dispute mechanisms are preserved alongside this policy.
10. Resolution Timelines Summary
Acknowledgement of any contact: within 24 hours. Step 1 direct support: 1–7 business days. Step 2 formal grievance: 21 business days from acknowledgement. Step 3 mediation: 30–60 days. Step 4 arbitration: 60–180 days. Refund processing after resolution: 7–14 business days depending on payment method.