How can we help you?

Download the Viaje app (iOS, Android, or Indus App Store) or visit viaje.in. Tap 'Sign Up', enter your email or mobile number, verify with OTP, and complete government ID verification via DigiLocker. The entire process takes under 3 minutes.

Yes. Viaje is available in 180+ countries. You can sign up with any supported government ID. Login methods and available payment instruments vary by country in line with local regulations.

No. Viaje enforces a strict one-account-per-verified-identity policy. Creating multiple accounts results in permanent termination of all associated accounts without appeal.

Tap the language/currency selector in the top navigation bar (the globe/₹ icon). Viaje supports 14 languages and 4 currencies (INR, USD, EUR, GBP). Your preference is saved automatically for all future sessions.

Go to App Settings → Account → Delete Account. Your personal data is purged within 90 days of closure, except data required by law (financial records for 7 years under the Companies Act, 2013). Active bookings must be resolved before deletion.

On the login screen, tap 'Forgot Password'. Enter your registered email or mobile number. A reset link or OTP will be sent. If you signed up via Google, Facebook, or LinkedIn, reset the password directly on that provider's website.

No. Viaje is restricted to users aged 18 or above (or the legal age of majority in your jurisdiction, whichever is higher). Our digital ID verification process enforces this automatically.

Yes. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Messages are end-to-end encrypted. Infrastructure runs on Google Cloud, AWS, Akamai, and NTT Japan. Viaje is ISO 27001:2022 certified and DPDP Act 2023 compliant.

Three tiers: Explorer (Free), Voyager (₹999/month or ₹699/month annually), and Creator Pro (₹2,499/month or ₹1,749/month annually). Prices may vary by currency and country and are displayed at checkout.

Try these steps in order: (1) Force-close and reopen the app; (2) Check your internet connection; (3) Clear the app cache (Settings → Apps → Viaje → Clear Cache); (4) Update the app to the latest version from your store; (5) Restart your device. If the issue persists, report it with your device model and OS version to report@viaje.in.

Accounts are temporarily locked after multiple failed login attempts as a security measure. Wait 15 minutes and try again. If you still cannot log in, use 'Forgot Password' to reset your credentials. For persistent issues, email legal@viaje.in with your registered email or mobile.

Go to App → Profile → Edit Profile. You can update your display name, profile photo, bio, and contact details. Changes to your verified legal name or ID require re-verification via DigiLocker.

Yes. You can log in on multiple devices simultaneously. Each session is independently secured with an encrypted token. You can view and revoke active sessions from App Settings → Security → Active Sessions.

Go to App Settings → Notifications. Toggle individual notification types (booking alerts, messages, offers, safety alerts). You can also manage notifications from your device's system settings under the Viaje app entry.

Ensure the image is in JPG or PNG format and under 5 MB. Check that the app has camera/photo permissions in your device settings (Settings → Apps → Viaje → Permissions → Photos). If the issue continues, try from a different network connection or report to report@viaje.in.

Core features (browsing cached itineraries, viewing confirmed bookings, accessing saved guides) work in offline mode. The SOS emergency feature also works offline if pre-enabled. Real-time features (chat, live booking, payments) require an internet connection.

Go to App Settings → Account → Linked Accounts. You can add or remove social logins. At least one login method (email/phone or social) must remain active at all times.

The Viaje Partner Programme allows hotels, resorts, homestays, tour operators, cab/bus/rental companies, visa & forex agents, and other travel businesses to list services on Viaje and reach 2.8 Crore+ verified travellers — with zero commission on bookings, ever.

Zero. You set your price, you receive 100% of it. Viaje earns only from the one-time membership fee. There is no per-booking commission, no platform cut, and no hidden deductions from your earnings — ever.

Three one-time plans: Silver (₹1,999), Gold (₹4,999), and Platinum (₹9,999). All include legal agreement, stamp duty, documentation, verified badge, dashboard access, and zero commission. Prices are GST-inclusive.

All tiers include: a fully executed legal partnership agreement, digital stamp duty, partner verification charges, Viaje documentation fees, verified badge, and partner dashboard. Gold and Platinum additionally include priority AI placement, dedicated micro-website profile, analytics, and co-marketing opportunities.

Verification is instant via government portals — DigiLocker, MCA, and Income Tax APIs. Once documents are submitted, your profile goes live within 24 hours with no onboarding call required.

Every partner receives a dedicated Viaje profile page that functions as a free professional website — mobile-ready, with a shareable URL, custom QR code, and business card. Gold and Platinum partners get an enhanced version with analytics and custom branding. You can share this link with your own customers as your business presence.

Mandatory: Business Registration Certificate, Company PAN/Tax ID, GST/VAT Certificate, Director/Owner KYC document, Bank Statement or Cancelled Cheque. Optional: IATA Certificate (flight agents), MSME/Udyam Certificate, additional business licence.

Yes. Foreign companies and international travel businesses are welcome. Select 'Foreign Company' as your firm type. You need home-country business registration, representative KYC, and a bank account supporting international wire transfers (SWIFT/IBAN). Payoneer is available for cross-border payouts.

Partners receive bookings paid via Cashfree, Razorpay, CCAvenue, PayU, and Payoneer (international). Customers can pay by UPI, cards, net banking, EMI, and international cards. All gateways are PCI-DSS Level 1 certified.

Yes. You can list hotels, tours, cabs, and more under a single account. Select your primary service during registration and mention additional offerings. Your full service catalogue is configured after approval.

Through the Viaje Partner Dashboard (web and app). Update listings, change pricing, set availability calendars, view booking analytics, and generate settlement reports — all from one interface.

Zero commission on all service types. Whether you list hotels, tours, cabs, visa services, or activities — you keep 100% of every booking. The one-time membership fee is the only charge Viaje ever applies.

Booking payments collected from travellers are settled to your registered bank account: T+2 business days for hotels, tours, cabs, and most services; T+3 for flights and forex. Settlements happen automatically via your chosen gateway. Detailed reports are available in your dashboard.

Partners receive a coloured verification badge based on their membership tier: Silver badge (₹1,999), Gold badge (₹4,999), Platinum badge (₹9,999). These badges are displayed on your profile and listings, instantly signalling your trust tier to travellers.

Yes. You can upgrade from Silver to Gold or Platinum at any time by paying the difference. Contact partner@viaje.in to initiate an upgrade. Your existing listings, history, and ratings are preserved.

All partners: email support at partner@viaje.in (48-hour response). Gold partners: priority email support (24 hours) + WhatsApp channel access. Platinum partners: dedicated account executive, priority support (12 hours), and co-marketing opportunities.

Viaje's AI matches your listings to travellers based on destination, travel dates, group size, budget, and stated interests. Gold and Platinum partners receive priority placement in AI recommendations — meaning your listings appear higher and more frequently to relevant travellers.

The Viaje Guide Programme allows verified local guides worldwide to list walking tours, day tours, multi-day expeditions, and virtual guidance. You set your own price, keep 100% of every booking, and get paid immediately on tour completion.

Zero commission. You charge what you decide — ₹500 or ₹50,000 — and receive the full amount immediately when the tour is marked complete. Viaje earns only from the one-time guide membership fee, never from your services.

Three one-time plans: Essential/Silver (₹999), Professional/Gold (₹1,999), Expert/Platinum (₹4,999). All include zero commission, verified badge, guide dashboard, app access, and immediate payments.

Two ways: (1) Automatic AI assignment — Viaje's AI matches you to incoming trip requests based on your city, languages, specialisation, and availability; (2) Manual — browse open trips on the platform and request to join any that match your expertise.

Immediately — not T+2, not weekly. When a tour is marked complete in the app, payment transfers to your registered bank account at once via UPI, bank transfer, or Payoneer (for international guides).

A formal certificate is preferred but not mandatory. Experienced independent guides without formal certification can apply by selecting 'No formal certificate' and describing experience in detail. Applications are evaluated on merit.

Yes. Guides from any country may apply. Upload your national ID (passport), relevant guiding licence, and provide a bank account supporting SWIFT or Payoneer transfers. Your country-specific ID and bank fields are shown during registration.

Identity is verified instantly via DigiLocker (Indian guides) or equivalent government-authorised portals (international guides). A background check is conducted. Certificates and credentials are reviewed within 48 hours. Background check consent is mandatory.

Yes. Virtual tours (video/audio call guided sessions for pre-trip planning, remote city walks, or live audio commentary) can be listed alongside in-person tours. Virtual tours are an excellent revenue stream for reaching international travellers during their planning phase.

Verified guides receive a coloured badge based on their membership tier: Silver (Essential ₹999), Gold (Professional ₹1,999), Platinum (Expert ₹4,999). Badges are displayed prominently on profiles to build instant trust with travellers.

The guide dashboard (web + Viaje app) shows: upcoming and past bookings, earnings summary, customer ratings and reviews, calendar availability management, profile performance metrics, and notification settings. Access from any device.

Yes. You can set individual pricing for each tour type you list — walking tours, day tours, group tours, private tours, virtual sessions, and more. You can also set per-person or per-group pricing and seasonal rates.

Cancellation policy is set by you during listing setup. Standard Viaje-recommended policy: cancellations more than 24 hours before the tour — full refund to traveller; within 24 hours — 50% retained by the guide. Same-day or no-show — guide retains 100%. You can customise this within Viaje's guidelines.

Gold and Platinum guides receive: priority listing in AI-powered search results; featured placement on destination pages; social media promotion by Viaje's team; and inclusion in Viaje's weekly traveller newsletters. All guides appear in AI recommendation results based on relevance.

Yes. Viaje's Creator Academy (accessible from the guide dashboard) offers free training on: writing compelling tour descriptions, photography for travel, building a professional guide profile, pricing strategy, and growing your guide income. Professional and Expert tier guides get full access.

Use the in-app SOS button during any active tour. Hawkeye (Viaje's safety system) immediately: pins your GPS location, alerts the 24/7 safety admin team, dispatches the nearest available verified guide as backup if needed, and monitors the situation until resolved. This is the only circumstance in which individual location is tracked in real time.

Yes. You can set multiple operating locations on your profile. Viaje's AI will recommend you to travellers heading to any of your listed cities. Platinum guides receive priority multi-city placement.

Viaje Holidays Private Limited (CIN: U79110UP2026PTC243597) is India's first AI-powered, government ID-verified travel platform. Founded in February 2026 in Uttar Pradesh, India, Viaje connects verified travellers, local guides, and travel businesses across 180+ countries in 14 languages.

Viaje is a technology platform and intermediary under Section 2(w) of the IT Act, 2000. For third-party services — flights, hotels, tours, visa — the contract is between you and the provider. Viaje facilitates but does not fulfil these services directly.

Three key differentiators: (1) Every user — traveller, guide, and partner — is government ID-verified via DigiLocker and HyperVerge, eliminating fake profiles and fraud; (2) Zero commission for partners and guides — forever; (3) AI-powered discovery personalised to your interests, budget, and style — not just trending hotspots.

Enter your destination, dates, group size, and budget. Viaje's AI generates a complete itinerary — flights, hotels, local experiences, guides, and a day-by-day schedule — personalised to your travel style. Always verify critical information (visas, flights) from authoritative sources; AI suggestions may occasionally contain minor errors.

No. Viaje's core AI itinerary planner and recommendation engine is a proprietary model built and trained by Viaje. It is not ChatGPT. When Viaje's AI encounters edge cases or limitations, Claude AI (by Anthropic) is used as a fallback to maintain service continuity. Neither model stores your personal conversations.

Hawkeye is Viaje's proprietary AI-powered safety and fraud monitoring system. It operates at the platform level, monitoring for anomalous patterns — fraud, account compromise, abusive behaviour. It does not track individual users in real time unless an SOS emergency is triggered or a specific security alert threshold is crossed.

Yes. Viaje is officially recognised by DPIIT (Department for Promotion of Industry and Internal Trade), certified by DGFT (Directorate General of Foreign Trade), Government of India. Viaje is also ISO 27001:2022 certified for information security management.

Data is stored on servers in India (primary — Google Cloud), USA (AWS), Japan (NTT Communications), and globally via Akamai. Cross-border transfers comply with DPDP Act 2023, GDPR (EEA/UK), CCPA (California), APPI (Japan), PIPA (South Korea), PIPL (China), and UAE PDPL.

Viaje's AI provides itinerary and recommendation responses in English primarily. The platform's UI and content (navigation, labels, legal pages) are localised in all 14 languages via Viaje's internal localisation system — not a third-party translation API. Minor translation errors may occasionally occur; report them to report@viaje.in.

Translations are produced by Viaje's internal localisation team — not auto-generated by a third-party API (like Google Translate). This means translations are carefully reviewed for brand accuracy. Errors may still occur; users are encouraged to report any inaccurate translation to report@viaje.in and we fix them promptly.

Flights, hotels, tour packages, local guide experiences, visa facilitation, forex information, and curated travel activities — through certified OTA partners (TBO, Viator, GetYourGuide) and direct integrations. Services vary by destination and are clearly marked by provider.

Yes. The Viaje app is free to download. A free Explorer plan is available with core features. Paid subscription plans (Voyager ₹999/month, Creator Pro ₹2,499/month) unlock additional features for travellers and content creators.

Creator Pro subscribers can monetise verified travel content: video content earns ₹49–₹99 per 1,000 views (platform-dependent: YouTube, Facebook, Instagram); blog posts earn ₹49 per post (minimum 1,000 views); photo posts earn ₹99 per post (minimum 100 likes). Earnings credit to your Viaje Wallet.

Viaje's Hawkeye system monitors engagement metrics in real time. Any artificially inflated views, likes, or engagement generated by bots, click farms, or purchased interactions results in immediate withholding or reversal of associated earnings. Only authentic, verified engagement qualifies.

Yes. There is no minimum follower count required to join the Creator Programme. Any Creator Pro subscriber can start posting and earning from day one. Earnings are based on verified views and likes on your content — not on follower count.

Viaje's support team responds in English and Hindi on all channels. For other languages, the team uses Viaje's built-in AI-assisted translation. Responses may take slightly longer for non-English/Hindi queries. Write to us in any language — we will respond.

Viaje's AI recommends destinations based on your stated interests, budget, travel style, and past behaviour — not on what is trending or viral. The goal is to surface hidden, underexplored destinations alongside popular ones, giving travellers genuine choice rather than algorithmic herding.

UPI (PhonePe, Google Pay, Paytm, BHIM), credit/debit cards (Visa, Mastercard, RuPay, Amex, Diners Club), net banking (all major Indian banks), EMI (no-cost and standard), RBI-licensed digital wallets (Paytm, Amazon Pay), and international cards. Available methods vary by country and are shown at checkout.

Five PCI-DSS Level 1 certified gateways: Cashfree Payments (RBI-authorised), Razorpay (RBI-authorised), CCAvenue (HDFC-backed, multi-currency), PayU India (RBI-authorised), and Payoneer (US-regulated, for international payouts).

Yes. All payment pages use TLS 1.3 encryption. Card details are tokenised at the gateway — raw card numbers, CVVs, and PINs never reach Viaje's servers. 3D Secure 2 (3DS2) authentication is supported for all card transactions. Viaje is ISO 27001:2022 certified.

Subscription fees: non-refundable. Platform/convenience fees: non-refundable. Flight refunds: governed by airline's fare rules. Viaje Admin Tours: 50% refund if cancelled 20+ days before; 30% if 10–20 days before; zero if fewer than 10 days or same day. Agency tours: follow the agency's own policy. Full details in our Payment Policy.

UPI: instant to 3 business days. Credit/debit cards: 5–10 business days. Net banking: 5–7 business days. International cards: 10–14 business days. Timelines begin from the date Viaje initiates the refund. Delays beyond these are caused by your bank — contact them with the Refund Reference ID from Viaje.

Tax Collected at Source (TCS) at applicable rates applies to international outward remittances per the Income Tax Act, 1961. TCS is disclosed transparently at checkout before you confirm. International users: equivalent taxes in your jurisdiction may apply per local law.

Yes. Viaje displays prices in INR, USD, EUR, and GBP. The actual conversion rate for non-INR transactions is applied at the time of payment by your payment processor or bank. Indicative rates shown on Viaje are sourced from a third-party financial API and may differ from the rate charged by your bank.

Yes. Creator Pro subscribers and guides have a Viaje Wallet where earnings are credited. Wallet withdrawals: UPI (instant), bank transfer (3 working days), Payoneer for international users. Minimum withdrawal: ₹100. Applicable TDS is deducted per Indian income tax law.

This is typically a 'pending' deduction that auto-reverses within 5–7 business days. First, check if a booking confirmation was sent to your email. If no confirmation arrived and the amount was deducted, email legal@viaje.in with: your registered email, transaction date, amount, payment method, and last 4 digits of card/UPI ID. Do not initiate a chargeback before contacting us.

Yes. GST-compliant invoices are available for all paid bookings. Go to App → Bookings → [Booking] → Download Invoice. For bulk or corporate invoices, email legal@viaje.in with your GSTIN and booking reference.

A platform or convenience fee may be added on certain transactions — disclosed at checkout before you confirm. This fee covers gateway processing costs and is non-refundable. There are no hidden gateway fees beyond what is shown at checkout.

Go to App Settings → Subscription → Cancel Plan. Your plan remains active until the end of the current billing period. You will not be charged on the next renewal date. Subscription fees already paid are non-refundable except where Viaje's technical failure prevented access for 48+ consecutive hours.

Yes. No-cost and standard EMI is available on select credit cards (Visa, Mastercard, Amex) via Razorpay and CCAvenue for eligible transactions. EMI options and tenures are displayed at checkout if your card qualifies.

A UPI transaction stuck in 'pending' status for more than 30 minutes is either declined or will auto-reverse within 5 business days. Do not retry the payment immediately — check your bank app for the transaction status first. If money is debited without a booking confirmation, contact legal@viaje.in.

Yes. Corporate/business-to-business bank transfers (NEFT/RTGS) are available for partner membership fees on request. Email partner@viaje.in with your company name, chosen plan, and GSTIN. An invoice and bank details will be provided.

Currently there is no free trial for Voyager or Creator Pro. The Explorer plan is permanently free and includes core travel planning features. Paid plans can be cancelled anytime before the next renewal.

Government ID verification is the foundation of Viaje's trust model. It eliminates fake profiles, bots, and fraudulent bookings — ensuring every traveller, guide, and partner you interact with is a real, authenticated person. This makes Viaje fundamentally safer than anonymous travel platforms.

No document upload is required. Viaje uses DigiLocker (India's official digital document repository under MeitY) and HyperVerge (MeitY-empanelled AI verification provider). You select your ID type, enter your ID number, and confirm via OTP sent by the issuing authority. Viaje receives only a cryptographic success token — your ID number and document images are never stored by Viaje.

India: Aadhaar, PAN, Passport, Voter ID, Driving Licence. International users: passport or equivalent national government-issued photo ID accepted in your country. The exact list of supported IDs is shown during verification based on your selected country.

No. If your Aadhaar number is referenced during verification, it is stored only as a one-way SHA-3 cryptographic hash — it cannot be read, reconstructed, or accessed by anyone, including Viaje staff. No document images are stored. Raw Aadhaar numbers are never stored.

Check that: (1) the ID number is entered correctly; (2) the OTP is from the official issuing authority (not a third party); (3) your ID is not expired. If verification continues to fail, contact legal@viaje.in with your registered email. Never share your ID number or OTP with anyone, including Viaje support.

Yes. Government ID verification is mandatory to access core Platform features for all users globally. For international users, the equivalent government-authorised digital identity system for your country is used where available.

India: DPDP Act 2023, IT Rules 2011, PMLA 2002 (KYC requirements), RBI guidelines. International: GDPR Article 6 (EEA/UK), APPI (Japan), PIPA (South Korea), CCPA/CPRA (California), UAE PDPL, and applicable local KYC/AML regulations.

Verification status token and consent record: retained for account lifetime, deleted within 90 days of closure. Verification logs: retained for 7 years for regulatory compliance (PMLA 2002, RBI guidelines). No raw ID images or biometric data are ever stored.

OTP-based Aadhaar verification fails if: (1) the OTP expired (valid for only 10 minutes); (2) the OTP was entered incorrectly; (3) the mobile number linked to Aadhaar is different from the one you used on Viaje; (4) DigiLocker servers are temporarily unavailable. Try again after a few minutes. If the Aadhaar-linked mobile number is different, use Passport or Voter ID instead.

Yes. Viaje accepts passports from all countries for verification. Select 'Passport' as your ID type, enter your passport number, and complete the OTP verification via the government-authorised international ID verification flow. Processing may take slightly longer than Aadhaar verification.

No. Viaje does not perform biometric face scanning or liveness checks as part of the standard user verification process. Verification is document + OTP based. HyperVerge's AI is used for document authenticity checks only — no biometric data is collected or stored by Viaje.

Go to App Settings → Account → Re-verify Identity. Select your updated ID type and complete the OTP-based verification again. Your existing account history and bookings are preserved. Contact legal@viaje.in if you encounter any issue during re-verification.

HyperVerge is an MeitY-empanelled (Government of India authorised) AI-based identity verification provider. Viaje uses HyperVerge alongside DigiLocker to verify that submitted ID documents are authentic and unaltered. HyperVerge returns only a verification result to Viaje — no raw document data is shared with or stored by Viaje.

No. Verifying another person's identity — including submitting an OTP received on someone else's behalf — is strictly prohibited and constitutes a criminal offence under the IT Act, 2000 and IPC (Sections 420, 465, 468). Detected violations result in immediate permanent ban and referral to law enforcement.

The process is the same in structure (select ID → enter number → confirm OTP) but the specific IDs accepted and the verification portal used vary by country. Indian users use DigiLocker/HyperVerge. International users use equivalent government-authorised systems. The applicable ID list is shown during signup based on your selected country.

Viaje has a 4-step process: (1) Direct Support — most issues resolved within 1–7 business days, with ₹50,000 authority to issue refunds; (2) Formal Grievance — acknowledged within 48 hrs, resolved within 21 business days; (3) Mediation — 30–60 days; (4) Binding Arbitration — under the Arbitration and Conciliation Act, 1996 (2019 amendment), seat at Ambedkar Nagar, UP.

Email legal@viaje.in with subject 'Formal Grievance — [Your Order/Account ID]'. Include: full name, registered email/mobile, description of the issue, steps already taken, desired resolution, and all supporting documents. You may also write to our Grievance Officer at: 261, Kartora, Akbarpur, Ambedkar Nagar, Uttar Pradesh 224146, India.

Viaje's Grievance Officer is appointed as required under the Consumer Protection (E-Commerce) Rules, 2020 and IT (Intermediary Guidelines) Rules, 2021. Contact: legal@viaje.in. Response within 48 hours; resolution within 21 business days.

Yes. Nothing in Viaje's Terms waives your statutory rights as a consumer. You retain the right to approach: District Consumer Disputes Redressal Commission (claims up to ₹50 lakh), State Commission (up to ₹2 crore), and NCDRC (above ₹2 crore) under the Consumer Protection Act, 2019.

Yes. International users retain mandatory consumer rights in their jurisdiction. EEA/UK users may escalate data complaints to their national authority (ICO for UK, CNIL for France). Japanese users may contact the PPC; South Korean users the PIPC; UAE users the UAE Data Office; Chinese users the CAC.

Always contact legal@viaje.in within 30 days before initiating a chargeback. We typically resolve payment disputes within 24–48 hours — faster than the chargeback process. Provide: Order ID, transaction date, amount, payment method, and description of the issue. Chargebacks initiated without prior contact may result in account suspension.

For agency or operator partner bookings, disputes about refunds or service quality are primarily governed by the partner's own policy (displayed at booking). Viaje acts as mediator but cannot guarantee refunds from third-party operators. Escalation to formal grievance is available if mediation fails.

Contact Viaje support at legal@viaje.in within 48 hours of the scheduled service with: your booking ID, a description of what was not delivered, and any evidence (photos, screenshots, communications). We investigate all non-delivery claims and act as mediator with the partner or guide. Verified non-delivery may qualify for a full refund.

Email report@viaje.in with your guide/partner account email, the booking ID related to the review, and your explanation. Viaje reviews all rating disputes. Reviews found to be fake, retaliatory, or violating our Community Guidelines are removed. Our decision on review disputes is final.

Once a refund decision is confirmed, processing takes: UPI — instant to 3 business days; credit/debit cards — 5–10 business days; international cards — 10–14 business days. Timelines begin from the date Viaje confirms and initiates the refund.

Immediately: (1) Do not make any further payments; (2) Report the user via the in-app 'Report' button on their profile; (3) Email report@viaje.in with all evidence. Viaje investigates and cooperates fully with the Cyber Crime Cell and relevant law enforcement. File a complaint at cybercrime.gov.in if financial fraud occurred.

Yes. Email legal@viaje.in within 14 days of the suspension/ban notification with subject 'Account Appeal — [Your Account ID]'. Provide a detailed explanation and any supporting evidence. Appeals are reviewed by a senior team member within 7 business days. The decision on appeal is final.

Email legal@viaje.in with: your Order ID, the amount you were charged, the amount you expected to be charged, and a screenshot of the booking confirmation. We investigate and resolve billing disputes within 5 business days.

Yes. Toll-Free: 7703007703 (India, 9 AM–9 PM IST). Email: legal@viaje.in (24/7). WhatsApp: 7703007703. For consumer forum matters, refer to our Dispute Resolution Policy at viaje.in/dispute.html.

Save: booking confirmation emails, payment receipts (with transaction IDs), screenshots of communications with the partner or guide, photos or videos documenting service failure, and any written cancellation or refund promises from the partner. This evidence significantly speeds up resolution.

Yes. Viaje's Affiliate Programme allows content creators, travel bloggers, websites, and influencers to earn commissions by referring new users, partners, or guides to Viaje. Programme details and commission rates are available at viaje.in/affiliate.html.

Any individual, content creator, or business with a verifiable online presence — website, YouTube, social media, or app — can apply. You must be 18 years or older and complete affiliate KYC. Geographic restrictions may apply based on your country's advertising regulations.

Commissions are calculated on verified, completed referrals — confirmed when the referred user completes government ID verification and makes their first paid transaction. Commission rates vary by referral type (new user, partner, guide) and are detailed in your Affiliate Dashboard.

Affiliate earnings are credited to your Viaje Wallet after a 30-day verification period (to account for cancellations and refunds). Withdrawal is available via UPI (India), bank transfer, or Payoneer (international). Applicable TDS is deducted per Indian income tax law.

Yes. Affiliates must not: use misleading claims about Viaje's services; bid on Viaje brand keywords in paid search without prior written approval; use spam, unsolicited email, or deceptive practices; or target audiences where such marketing is prohibited. Violation results in immediate termination and forfeiture of unpaid commissions.

Yes. You can use Viaje as a traveller, creator, or guide while also participating in the affiliate programme under the same account, subject to affiliate programme terms.

After programme approval, go to App → Affiliate Dashboard → My Links. Your unique referral link is shown there. You can also generate deep links to specific Viaje pages (e.g., partner signup, guide registration) for targeted campaigns.

Yes. The minimum withdrawal amount for affiliate earnings is ₹500 (or currency equivalent). Earnings below this threshold accumulate in your wallet until the threshold is reached.

Yes. Social media promotion (Instagram, YouTube, X, LinkedIn, Facebook) is one of the most effective affiliate channels. Ensure your content is clearly disclosed as a paid partnership (per ASCI Guidelines in India and FTC rules in the USA). Do not make false claims about Viaje's features or prices.

If a referred user's qualifying transaction is refunded within the 30-day verification period, the associated affiliate commission is reversed or not credited. Commissions are only confirmed on completed, non-refunded transactions.

No. Viaje's affiliate programme is a single-level direct referral programme. There are no multi-level commissions, downline structures, or MLM-style arrangements.

Your Affiliate Dashboard shows: total referrals, verified referrals, pending earnings, confirmed earnings, withdrawal history, and top-performing links. Data refreshes every 24 hours.

Yes. International affiliates from most countries can join. Geographic restrictions may apply based on local advertising regulations. Payments to international affiliates are processed via Payoneer. Ensure compliance with your country's affiliate disclosure and tax laws.

Viaje provides: banner ads (various sizes), social media creatives, referral link generator, product description copy, and brand guidelines. All materials are available in your Affiliate Dashboard. Do not alter Viaje's branding, logo, or trademarks without written permission.

Viaje's affiliate referral cookie is valid for 30 days. If a referred user clicks your link and signs up within 30 days, the referral is attributed to you. If they sign up after 30 days or on a different device without clicking your link again, the referral is not attributed.

Email: legal@viaje.in (user/legal), partner@viaje.in (partner/guide business), report@viaje.in (abuse, errors, bugs). Phone: 7703007703 (Toll-Free India, 9 AM–9 PM IST). WhatsApp: 7703007703. Discord: discord.gg/tryviaje (24/7 community). Response within 24 hours by email, usually faster.

Email: 24/7. WhatsApp: 24/7. Phone (7703007703): 9 AM–9 PM IST, all days. Discord community: always on. For active trip emergencies, use the in-app SOS button which activates the 24/7 Hawkeye safety monitoring team — response within minutes.

Viaje will NEVER ask for your password, OTP, full card number, or CVV via any channel — email, SMS, WhatsApp, or phone call. Any such request is a fraud/phishing attempt. Forward suspicious messages to report@viaje.in immediately before taking any action.

Email report@viaje.in with: a description of the issue, steps to reproduce (for bugs), a screenshot, and your device model and OS version. Translation errors in any of Viaje's 14 languages should also be sent to report@viaje.in — we fix them promptly.

Yes. The Viaje Help Centre is at viaje.in/faqs.html (this page). For real-time help during a trip, use the in-app SOS or Chat with Support feature. The Viaje Creator Academy covers guide-specific topics.

Support is available in English and Hindi on all channels. For other languages, Viaje's team uses AI-assisted translation to communicate. Responses may take slightly longer for non-English/Hindi queries. Write to us in any language.

Weather data is sourced from a third-party meteorological API and may occasionally be delayed or inaccurate. Currency rates are from a third-party financial API and are indicative only. These are not bugs in the traditional sense. For critical travel decisions, always check official weather services and your bank's exchange rate. Report persistent inaccuracies to report@viaje.in.

Tap the three-dot menu on the offending user's profile or message and select 'Report'. Select the reason and provide a brief description. Additionally email report@viaje.in with the user's profile ID and evidence (screenshots). All reports are reviewed within 24 hours.

Check: (1) internet connectivity; (2) the recipient has not blocked you; (3) app is updated to the latest version. Clear the app cache and retry. If the issue persists across multiple recipients, it may be a server-side issue — check Viaje's status page or email report@viaje.in. All Viaje messages are end-to-end encrypted and may take a few seconds to deliver over slow connections.

Check: (1) Location permissions are enabled for Viaje (Settings → Apps → Viaje → Permissions → Location); (2) Internet connection is active; (3) App is updated. If the map still doesn't load, toggle Airplane Mode on and off to reset the network connection, then try again.

Email report@viaje.in with subject 'Feature Suggestion — [Brief Title]'. We review all suggestions. You can also tap the feedback icon in the app (App → Settings → Send Feedback). Feature suggestions from active users are a key input to Viaje's product roadmap.

Email responses: within 24 hours (usually faster). WhatsApp: within a few hours during business hours. Phone: immediate (9 AM–9 PM IST). Discord: community response is often within minutes; Viaje team response within a few hours. For critical safety issues, use the in-app SOS for the fastest response.

Try: (1) Clear the app cache (Settings → Apps → Viaje → Clear Cache); (2) Close background apps; (3) Ensure you have at least 500 MB of free storage on your device; (4) Update to the latest app version; (5) Restart the device. If the issue persists on a fast Wi-Fi connection, report it with your device model and OS to report@viaje.in.

A 'session expired' error means your login token has timed out for security. Simply log in again using your registered credentials. If this happens repeatedly, ensure your device's date and time are set to 'automatic' (not manually set to a past or future time), as incorrect device time causes session validation failures.

Yes. Viaje is accessible via web browser at viaje.in. The core features (trip planning, bookings, account management) are available on web. The Viaje app (iOS, Android, Indus) offers the full experience including offline mode, SOS, chat, and guide features.

Governed by the laws of India: IT Act 2000, DPDP Act 2023, Consumer Protection Act 2019, Contract Act 1872, PMLA 2002, Companies Act 2013, Income Tax Act 1961. Disputes subject to courts in Ambedkar Nagar, Uttar Pradesh (subject to arbitration). International users retain mandatory statutory rights in their own jurisdiction.

DPDP Act 2023 (India), GDPR & UK GDPR (EEA/UK), CCPA/CPRA (California, USA), APPI (Japan), PIPA (South Korea), PIPL (China), Federal Law No. 152-FZ (Russia), UAE PDPL, APEC Privacy Framework. Viaje is ISO 27001:2022 certified and CERT-In compliant.

Only on receipt of a valid court order, CERT-In directive, or formal government process from a competent authority. Viaje challenges overbroad requests and notifies affected users where permitted. We cooperate with the Cyber Crime Cell, ED, NCPCR, Interpol, and equivalent international authorities in lawful investigations.

Viaje operates as an intermediary under Section 2(w) of the IT Act, 2000 and complies with the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Viaje removes unlawful content promptly on receiving actual knowledge or a valid government direction and does not editorially initiate or modify third-party user content.

All legal documents are at viaje.in: User Agreement (terms.html), Privacy Policy (privacy.html), ID & Data Protection (dataprot.html), Terms of Service (tos.html), Cookie Policy (cookies.html), Payment Policy (payment.html), Third-Party Policy (thirdparty.html), Security Policy (security.html), Fraud Detection (fraud.html), Dispute Resolution (dispute.html).

Under India's DPDP Act 2023: access a copy of your personal data; correct inaccurate data; request erasure (subject to legal retention); receive data in portable format; withdraw consent for optional processing; nominate another person to exercise rights on your behalf; raise a grievance with the Data Protection Board of India. Submit requests to legal@viaje.in — response within 30 days.

Yes. For EEA and UK users, data is processed under GDPR Article 6 (contract necessity, legal obligation, legitimate interests). Standard Contractual Clauses (SCCs) protect cross-border transfers. Transfer Impact Assessments conducted where required. Lodge complaints with your national supervisory authority (ICO for UK, CNIL for France, BfDI for Germany).

All Viaje trademarks, logos, brand assets, software, AI models, database designs, and platform content are owned exclusively by Viaje Holidays Private Limited and protected by the Trade Marks Act, 1999 and Copyright Act, 1957. Unauthorised reproduction or commercial use is prohibited. See our Trademark & IP Policy at viaje.in/trademark.html.

Yes. Business partners who process Viaje user data in a processor capacity receive a Data Processing Agreement (DPA) as part of the partnership agreement. DPAs require: processing only on Viaje's documented instructions; ISO 27001-equivalent security measures; 24-hour breach notification; and data deletion on contract termination.

Users retain ownership of content they post on Viaje. By posting, users grant Viaje a non-exclusive, worldwide, royalty-free licence to display and distribute the content on and in connection with the Platform. Viaje may remove content violating our Community Guidelines without prior notice. AI-generated content posted as verified travel content is prohibited.

Yes. California users have the right to: know what personal information is collected; delete personal information; opt out of the 'sale' of personal information (Viaje does not sell data); non-discrimination for exercising CCPA rights; and correct inaccurate personal information (CPRA). Submit CCPA requests to legal@viaje.in.

In the event of a data breach, Viaje notifies: affected users and CERT-In within 72 hours of confirmed breach detection (as required by DPDP Act 2023 and CERT-In 2022 guidelines); relevant international data protection authorities as required by GDPR, APPI, and other applicable laws. Notification includes: nature of the breach, data affected, steps taken, and remediation measures.

Yes. If you discover a security vulnerability, report it to report@viaje.in with: description, reproduction steps, impact assessment, and your contact details. Viaje commits to: acknowledging within 48 hours; resolving critical vulnerabilities within 7 days; not pursuing legal action against good-faith researchers.

No. AI-generated itineraries and recommendations are for informational and planning purposes only. They do not constitute professional travel, legal, medical, visa, or financial advice. For visa requirements, health advisories, and travel restrictions, always consult your government's official travel advisory (e.g., mea.gov.in for India, travel.state.gov for USA, gov.uk/foreign-travel-advice for UK).

Viaje moderates content that violates our Community Guidelines: content is removed or restricted based on severity. Users can appeal content moderation decisions by emailing legal@viaje.in within 14 days with subject 'Content Appeal — [Your Account ID]'. Appeals are reviewed by a senior team member. Decisions on content involving illegal material are not subject to appeal.

Yes. Viaje occasionally offers promotional codes, seasonal discounts, and early access offers via the Viaje newsletter, social media, and in-app notifications. Subscribe to the Viaje Global Dispatch newsletter for weekly deals. Promo codes are entered at checkout and are subject to individual terms and expiry dates.

Indian travellers may be eligible for government-subsidised tourism schemes: IRCTC rail passes, Ministry of Tourism's 'Dekho Apna Desh' domestic tourism initiative, state tourism board schemes, and senior citizen/student concessions on rail. Viaje lists eligible schemes where applicable at checkout. Always verify scheme eligibility directly with the issuing government body.

Group booking discounts are offered by individual partner operators and displayed on their listing pages. Viaje does not apply platform-wide group discounts, but facilitates negotiation between groups and partners via the in-app messaging system. For groups of 10+, contact partner@viaje.in for a custom arrangement.

MSME-registered partner applicants receive priority processing during onboarding. Specific financial benefits for MSMEs from government schemes (MUDRA loans, NSIC subsidies) are external to Viaje — check with your nearest MSME Development & Facilitation Office. MSME certificate holders uploading their Udyam certificate during partner registration are flagged for priority review.

Yes. Existing users can invite friends. When a referred user completes ID verification and makes their first booking, both the referrer and the new user may receive a reward (wallet credit, subscription discount, or platform credit). Current referral reward details are shown in 'Refer & Earn' in the Viaje app.

Viaje periodically runs campaigns for students and young travellers in partnership with colleges and youth travel organisations. These are announced via the app and newsletter. Standard plans and promotions are open to all verified users aged 18 and above.

Viaje's loyalty programme rewards active travellers with wallet credits for completing verified trips, posting travel content, and referring new users. Loyalty tier details are visible in App → Profile → Rewards. Points do not expire while your account is active.

No. Only one promo code can be applied per booking. If you have multiple codes, apply the one with the highest discount value. Promo codes cannot be combined with each other or with the Viaje referral credit in most cases (exceptions are stated in the code's terms).

On the checkout page, look for the 'Apply Promo Code' field. Enter your code and tap Apply. The discount will be reflected immediately in the order summary. If the code does not apply, check: (1) the code is for the correct service type; (2) the code has not expired; (3) minimum order value requirements are met.

Yes. Annual subscription plans are discounted versus monthly: Voyager annual = ₹699/month (vs ₹999/month). Creator Pro annual = ₹1,749/month (vs ₹2,499/month). Annual plans are billed in a single upfront payment and are non-refundable once the billing cycle begins.

Yes. Corporate travel programmes are available for employers who want to offer Viaje as a benefit to employees. Contact legal@viaje.in with subject 'Corporate Programme Enquiry' for pricing, bulk account management, and GST invoice arrangements.

If a booking is cancelled and a refund is issued, the promo discount is generally not reinstated as a new code. However, if the cancellation is due to a provider-side failure or a Viaje technical error, the original promo value may be credited to your Viaje Wallet at Viaje's discretion. Contact legal@viaje.in with your booking ID.

Yes. New users who complete government ID verification and make their first booking may receive a first-booking welcome discount. The applicable discount and eligible services are shown in the app after ID verification is completed.

Subscribe to the Viaje Global Dispatch newsletter (from the homepage), follow @tryviaje on Instagram, X (Twitter), YouTube, and LinkedIn, and enable push notifications in the Viaje app. New offers are announced on all these channels simultaneously.

Viaje offers flights, hotels, tour packages, local experiences, and activities through certified OTA channels — including TBO (flights and hotels), Viator (experiences), GetYourGuide (activities), and direct airline/hotel integrations. Visa facilitation and forex information are through licensed partner agents.

Viaje aggregates inventory through TBO, providing access to 400+ airlines globally and major hotel chains. Direct partnership inventory is updated regularly. Available options depend on your route, dates, and destination.

Viaje works with OTA providers under commission, affiliate, white-label, or self-operated models depending on the service. The nature of the commercial relationship is disclosed on the relevant listing or booking confirmation. For all third-party services, the underlying contract is between you and the provider.

Viaje will facilitate the refund process with the provider. Flight refunds follow the airline's fare rules; hotel refunds follow the property's rate policy. Viaje's non-refundable platform fee is not recovered in provider-initiated cancellations. We advocate on your behalf in cases of provider insolvency or force majeure.

Modification availability depends on the provider's terms. For flights, date/route changes are subject to airline fees. For hotels, modification availability is shown on the booking page. Initiate modifications through the Viaje app. Non-modifiable bookings are clearly indicated at the time of booking.

Viaje strongly recommends comprehensive travel insurance for all international trips. Insurance products from licensed providers may be presented as optional add-ons at checkout. Viaje is not an insurance company; insurance contracts are between you and the licensed insurer.

Go to App → Travel → Flights. Enter origin, destination, dates, and number of travellers. Select your preferred flight and fare class. Complete passenger details and payment. Your e-ticket and booking confirmation are sent to your registered email.

Yes. Multi-city flight search is available in the Flights section of the app. Enter up to 5 city pairs with individual dates. Multi-city bookings are subject to each airline's individual fare rules for modifications and cancellations.

Viaje shows a broad selection of flights via TBO's GDS (Global Distribution System) integration, covering 400+ airlines. Some ultra-low-cost carriers that operate exclusively through direct booking may not appear. Always compare with individual airline websites for the most complete fare options.

Go to App → Bookings → [Flight Booking] → Track Flight. Real-time flight status is displayed including departure gate, delay alerts, and arrival time updates. Viaje sends push notifications for significant delays (30+ minutes) to your registered mobile number.

Hotel cancellation policies vary by property and rate type. Flexible rates: generally cancellable without penalty up to 24–48 hours before check-in (policy shown on listing). Non-refundable rates: no refund on cancellation regardless of timing. The applicable policy is always displayed before you confirm payment.

Yes. During hotel booking, you can enter the guest's name as the primary guest. Ensure the name matches their valid ID as hotels require ID at check-in. The booking confirmation goes to your registered email. Payment must be made by your own verified account.

Viaje provides information on visa requirements, including visa-on-arrival eligible destinations, for Indian passport holders and international users. Visa requirements change frequently — always verify with the destination country's official embassy or consulate website before travel.

Luggage allowances, seat selection, and other ancillary services are governed by the airline's own policies. These are displayed during the flight booking flow for each fare class. Charges for ancillaries paid directly to the airline are not refundable through Viaje.

During the flight booking flow, enter your frequent flyer number in the 'Passenger Details' section. Not all airlines accept frequent flyer numbers at the time of third-party booking — if unavailable during booking, contact the airline directly after receiving your booking reference (PNR) to add the number.

Travel supply: TBO, Viator, GetYourGuide. Payments: Cashfree, Razorpay, CCAvenue, PayU, Payoneer. ID verification: DigiLocker (MeitY), HyperVerge. Cloud: Google Cloud (primary), AWS, Akamai, NTT Japan. AI fallback: Claude AI (Anthropic). Analytics: Google Analytics 4 (IP anonymisation enabled). Weather: third-party meteorological API. Currency: third-party financial data API.

Viaje's proprietary AI model handles itinerary planning and recommendations. Claude AI (Anthropic) is used as a fallback when Viaje's AI encounters limitations. Neither model stores your personal conversations or travel data beyond the session. AI outputs are for planning assistance only — not guaranteed accurate.

Currency rates are sourced from a third-party financial data provider. Rates shown are indicative only — actual transaction rates are applied by your payment processor or bank. Viaje is not a foreign exchange dealer.

Weather information is from a third-party meteorological API. Accuracy and real-time availability depend on the provider. Always check official national weather services before travel. Viaje does not guarantee weather forecast accuracy for any location.

All third-party data processors are bound by written Data Processing Agreements (DPAs) requiring: processing only on Viaje's documented instructions; ISO 27001-equivalent security measures; 24-hour breach notification; assistance with data subject rights; and data deletion on contract termination.

No. Viaje products are ad-free. No advertising networks, retargeting pixels (Meta Pixel, Google Ads, TikTok Pixel), or cross-site tracking technologies are used. Google Analytics 4 is used with IP anonymisation for aggregated product analytics only.

Viaje's primary AI model is proprietary and continuously improved. Claude AI (by Anthropic) serves as a high-quality fallback for edge cases — ensuring users always receive a helpful, accurate response even when Viaje's own model has limitations. The use of a fallback is disclosed transparently in Viaje's Terms of Service and AI Disclaimer.

No personally identifiable information (PII) is collected through Google Analytics 4 on Viaje. IP anonymisation is enabled — meaning your full IP address is never sent to Google. Analytics data is aggregated and used only for product improvement. You can opt out of analytics tracking via the Cookie Preference Centre in the footer.

TBO (Travel Boutique Online) is a certified GDS and OTA platform providing Viaje with access to global flight, hotel, and activity inventory. The integration uses TBO's certified API under a commercial agreement. All bookings made through TBO are subject to TBO's supplier terms in addition to Viaje's own Terms of Service.

If a third-party API is temporarily unavailable, Viaje displays cached data (up to 6 hours old for weather; up to 24 hours old for currency rates) with a clear 'data may be delayed' indicator. Critical features (booking, payments, account management) are not affected by third-party API unavailability.

No. Viaje does not sell data to any third party, including DigiLocker and HyperVerge. These providers receive only the minimum data necessary to perform identity verification (your ID number and OTP consent) and return only a success/failure signal to Viaje. They are bound by Data Processing Agreements with strict data minimisation requirements.

Akamai is used as Viaje's global Content Delivery Network (CDN) and edge security layer. It delivers Viaje's app and web content faster to users worldwide by caching it on servers closest to the user. Akamai also provides DDoS protection and Web Application Firewall (WAF) services. Akamai does not store personal user data beyond what is necessary for CDN operation.

You can limit certain third-party data sharing via: the Cookie Preference Centre (for analytics and preference cookies); App Settings → Privacy → Data Sharing (for certain optional integrations). Identity verification and payment processing third-party data sharing is necessary for core platform functionality and cannot be opted out of while using those features.

All third-party partners with access to personal data are contractually required to: comply with applicable data protection law (DPDP Act, GDPR, etc.); process data only for specified purposes; maintain appropriate security standards; and submit to Viaje's audit rights. Non-compliant partners are terminated.

Payoneer is Viaje's primary provider for international cross-border payouts to guides and partners outside India. Alternative payout methods (SWIFT bank transfer) may be available for high-value corporate partners on request. Domestic Indian payouts (to INR accounts) use Cashfree, Razorpay, or PayU.

OTPs for ID verification are sent by the issuing government authority (e.g., UIDAI for Aadhaar via DigiLocker) — not by Viaje. Login OTPs and platform notifications are sent via Viaje's certified transactional SMS provider and email, using registered sender IDs compliant with TRAI DLT regulations (India) and equivalent global regulations.

No. Your mobile number is used only for: OTP and account security communications, transactional booking confirmations and alerts, and — with your explicit consent — Viaje's own marketing communications. It is never shared with advertisers, data brokers, or any commercial third parties.

Check: (1) mobile number is correctly entered with country code; (2) SMS inbox is not full; (3) the number is not on DND (Do Not Disturb) — add Viaje's sender ID to your DND whitelist; (4) network connectivity is stable. If no OTP arrives in 2 minutes, tap 'Resend OTP'. For continued issues, contact legal@viaje.in.

Yes. With your consent, Viaje sends booking confirmations, payment receipts, and important alerts via WhatsApp to 7703007703. WhatsApp messaging uses Meta's Business API. Opt out of WhatsApp notifications in App Settings → Notifications → WhatsApp at any time.

SMS is not a monitored support channel. For support, use email (legal@viaje.in), WhatsApp (7703007703), or Discord (discord.gg/tryviaje). Inbound SMS to Viaje's sender IDs are not monitored.

Yes. In India, Viaje complies with TRAI's TCCCPR and the DLT framework for registered sender IDs and message templates. Internationally: CAN-SPAM (USA), CASL (Canada), and EU ePrivacy Directive for electronic communications.

Go to App Settings → Account → Update Mobile Number. Enter your correct number and verify with the OTP sent to it. Your previous mobile number is immediately disassociated from the account. If you no longer have access to the original number and are locked out, contact legal@viaje.in with your registered email and government ID for account recovery.

Unrequested OTPs typically mean someone attempted to log into your account or create an account with your number. Your account is NOT compromised as long as you have not shared the OTP. Do not share the OTP with anyone. Change your Viaje password immediately and email legal@viaje.in to flag the activity.

Yes. Go to App Settings → Account → Update Mobile Number. You must verify the new number via OTP before the change takes effect. Your verified identity (DigiLocker link) remains intact — only your contact number changes.

Yes. Viaje supports OTP delivery to mobile numbers in 180+ countries with country code. Enter your number with the correct country code (+1 for USA, +44 for UK, +81 for Japan, etc.) during registration or login. If OTP delivery fails for your country, try registering via email instead.

Viaje-issued OTPs (for login and account actions) are valid for 10 minutes from the time of issuance. DigiLocker-issued OTPs (for Aadhaar verification) are valid for 10 minutes per UIDAI policy. If the OTP expires, tap 'Resend OTP' to receive a fresh one. Do not share OTPs with anyone — Viaje staff will never ask for them.

Viaje's official sender IDs are registered with TRAI and are the only channels through which Viaje sends SMS. Any SMS from unregistered numbers claiming to be Viaje is fraudulent. Do not click any links. Forward the message to report@viaje.in and report it to TRAI's DND portal (1909) or your national telecommunications authority.

Only with your explicit consent. You can opt out of promotional SMS at any time by: texting 'STOP' to Viaje's sender ID; or going to App Settings → Notifications → SMS and disabling promotional messages. Transactional SMS (booking confirmations, OTPs, alerts) cannot be opted out of as they are necessary for service delivery.

If you lose access to your registered mobile number: (1) Log in via your registered email and password; (2) Go to Settings → Account → Update Mobile Number to set a new number. If you cannot log in at all, email legal@viaje.in with your registered email and government ID for identity-verified account recovery.

Go to App Settings → Account → Login Methods. You can add email + password as a secondary login method alongside mobile OTP. This ensures you can always log in even if you temporarily lose access to your registered mobile number.

Five PCI-DSS Level 1 certified gateways: Cashfree (RBI-authorised, best for UPI and Indian cards), Razorpay (RBI-authorised, broad Indian coverage), CCAvenue (multi-currency, best for international cards), PayU India (RBI-authorised, strong EMI support), Payoneer (US-regulated, for international and cross-border payouts to partners and guides outside India).

PCI-DSS Level 1 is the highest certification for payment data security — required for entities processing over 6 million card transactions annually. All five Viaje payment gateways hold Level 1 certification, meaning your card data is processed under the strictest internationally recognised security controls, independently audited annually.

A convenience or platform fee may be charged on certain transactions — disclosed at checkout before you confirm. This covers gateway processing costs and is non-refundable. There are no hidden gateway fees beyond what is shown at checkout.

Check: (1) card/UPI details are correctly entered; (2) sufficient balance/credit limit; (3) bank has not blocked the transaction — check for a block SMS from your bank; (4) 3DS2 authentication was completed. If the issue persists, try a different payment method or gateway. Declined amounts are not debited; if a debit appears without confirmation, it will auto-reverse within 5–7 business days.

DigiLocker (MeitY-approved official digital document repository, India), HyperVerge (MeitY-empanelled AI verification provider, India), and equivalent government-authorised digital identity systems for international users. All verification APIs use TLS 1.3 with certificate pinning. Viaje receives only a success token — no raw ID data.

Yes. International Visa, Mastercard, and Amex cards are accepted via CCAvenue and Razorpay. International wire transfers (SWIFT/IBAN) are supported for corporate bookings. Payoneer handles cross-border payouts for international partners and guides. Currency conversion is applied at the prevailing rate by your payment processor or bank.

Partners: T+2 business days for hotels, tours, cabs, and most services; T+3 for flights and forex. Guides: immediate on tour completion. All settlements are to the registered bank account via the chosen gateway. Detailed settlement reports are available in the partner/guide dashboard.

Cashfree processes UPI payments via all major UPI apps (PhonePe, Google Pay, Paytm, BHIM, Amazon Pay, and bank-native UPI apps). Cashfree is RBI-authorised as a Payment Aggregator. The UPI transaction request is sent to your UPI app, where you authenticate with your UPI PIN. Viaje never sees or stores your UPI PIN.

Razorpay handles credit/debit card payments, net banking, and certain EMI options on Viaje. Razorpay is RBI-authorised and holds PCI-DSS Level 1 certification. Card details entered on Razorpay's payment interface are tokenised immediately — Viaje receives only a transaction token, never raw card data.

Multiple gateways provide: (1) Redundancy — if one gateway has downtime, others process payments seamlessly; (2) Optimal routing — each gateway has strengths (Cashfree for UPI, CCAvenue for international cards); (3) Better success rates — if a payment fails on one gateway, Viaje can route to another; (4) Competitive processing fees — lower costs passed to users.

International partners and guides outside India register a Payoneer account (free) and link it during Viaje registration. Earnings are transferred from Viaje to the Payoneer account, from where partners/guides can withdraw to their local bank account in their currency. Payoneer is US-regulated under FinCEN and compliant with international AML regulations.

DigiLocker is India's official digital document repository under MeitY (Ministry of Electronics and IT). When you verify via DigiLocker, you authorise DigiLocker to confirm your identity to Viaje — this is different from a direct Aadhaar OTP. DigiLocker issues a digitally signed verification result. Viaje receives only this signed result — not your actual Aadhaar data.

No. HyperVerge processes ID documents for authenticity checking (as part of the verification flow) but does not retain raw document images after the check is complete. HyperVerge is MeitY-empanelled and operates under strict data minimisation obligations. Their retention policy for verification metadata is governed by RBI KYC guidelines and is disclosed in their own privacy policy.

If a payment gateway experiences downtime during checkout: Viaje automatically routes your payment to the next available gateway where possible. If all gateways for a payment method are unavailable, a 'Payment temporarily unavailable' message is shown and you are not charged. Try again after a few minutes or use a different payment method.

International Visa and Mastercard debit cards issued by banks in supported countries are accepted via CCAvenue and Razorpay. Some issuing banks may block international transactions by default — check with your bank if your international debit card is declined. American Express international debit cards may not be supported on all gateways.

Creator Pro subscribers monetise verified travel content: video content — ₹49–₹99 per 1,000 views (platform-dependent: YouTube, Facebook, Instagram); blog posts — ₹49 per post (minimum 1,000 views); photo posts — ₹99 per post (minimum 100 likes). Earnings credit to your Viaje Wallet. Content must be truthful, location-verified, and compliant with Community Guidelines.

Viaje partners with eco-certified guides and lodges. The AI planner considers carbon footprint where applicable. Viaje is an ATOAI (Adventure Tour Operators Association of India) member and promotes slow, responsible travel — exploring fewer destinations more deeply rather than rushed, high-footprint itineraries.

Yes. The Viaje app is available on iOS (App Store), Android (Google Play), and Indus App Store. The app includes all features: ID verification, AI trip planner, bookings, creator tools, guide profile management, partner dashboard, end-to-end encrypted chat, video calls, and Hawkeye SOS.

Tap the SOS button during any active trip. Hawkeye immediately: pins your GPS location, dispatches the nearest available verified local guide, alerts the 24/7 safety admin team, and monitors your situation until resolved. SOS works in offline mode if pre-enabled. This is the only circumstance where individual user location is tracked in real time.

Viaje's Code requires all users to: respect local customs; respect nature and wildlife; try local food and culture; leave no trace; support local businesses over chains; learn a few local language words; ask before photographing people or sacred places; travel slow; and be curious, not judgmental. Violations may result in account suspension.

Use the in-app Report button on any profile or message. Additionally email report@viaje.in with the offending user's ID, a description, and screenshots. We acknowledge within 24 hours and act on all reports. Viaje cooperates fully with law enforcement for serious violations.

Yes. Visit viaje.in/careers.html for open roles across product, technology, design, travel operations, and business development. Viaje is an equal-opportunity employer committed to building a diverse team from India and the world.

Check: (1) Notification permissions are enabled for Viaje in your device settings (Settings → Apps → Viaje → Notifications → Allow All); (2) Battery optimisation / Doze mode is not restricting Viaje (common on Xiaomi, Samsung, and OnePlus devices — add Viaje to the 'Battery Optimisation Exclusion' list); (3) The app is not in background restriction mode. After making these changes, restart the app.

Pull down on any content screen to trigger a manual refresh. If cached content persists, go to App Settings → Storage → Clear Cache (this does not delete your account data). Log out and log back in to force a full content refresh from Viaje's servers.

After a trip or booking is marked complete, the app sends you a rating prompt. You can also go to App → Bookings → [Completed Booking] → Leave Review. Ratings are verified — only users who completed that specific booking can leave a review. Reviews are visible on the guide/partner profile within 24 hours of submission.

Yes. Go to App → My Trips → [Trip] → Share. You can share via a link, WhatsApp, email, or QR code. The recipient can view the itinerary without needing a Viaje account. For collaborative trip planning, invite co-planners from within the trip view.

Yes. Viaje supports dark mode and light mode. The app follows your device's system setting by default. You can manually toggle between dark and light mode using the sun/moon icon in the top navigation bar. Your preference is saved across sessions.

Go to App Settings → Privacy → Download My Data. This generates a downloadable archive of your personal data (profile, bookings, content, wallet transactions) in JSON/CSV format — delivered to your registered email within 72 hours. This is also your right under the DPDP Act 2023 (data portability).

Immediately: (1) Tap 'Forgot Password' and reset your password; (2) Go to Settings → Security → Active Sessions and revoke all other sessions; (3) Email legal@viaje.in with 'Account Compromised — [Your Email]' — we can freeze the account instantly; (4) Review your linked payment methods and contact your bank if any unauthorised transactions occurred.

Yes. Location permission is optional for most Viaje features. Granting location enables: nearby guide discovery, real-time weather for your current location, SOS GPS tracking, and destination-based itinerary suggestions. If location is denied, these features use your manually entered city. The SOS feature requires location permission to function correctly in emergencies.

All content on Viaje is posted by government ID-verified users only — there are no anonymous or unverified posts. Creator Pro subscribers can additionally earn from their content. Content must be location-verified (confirmed via GPS check-in) to earn creator earnings. AI-generated content posted as original verified travel content is a violation of Community Guidelines and results in content removal and earnings forfeiture.

The Viaje app (iOS, Android, Indus) is for travellers, guides, and creators — trip planning, bookings, chat, creator tools, guide management, and SOS. The Partner Dashboard (web-based) is for registered business partners to manage service listings, pricing, availability, bookings, and settlement reports. Guides use both the Viaje app (for active tours and guest communication) and the guide-specific dashboard section.