Hawkeye is always on at the platform level. Our proprietary fraud detection system monitors signal patterns across logins, payments, and content around the clock — not individual users. It activates user-level review only when specific threat thresholds are crossed. Zero tolerance for fraud.
1. Overview
Viaje Holidays Private Limited operates a comprehensive fraud prevention programme protecting users, travel partners, and the Platform. Because Viaje handles real financial transactions, government-linked identity, and community trust, fraud prevention is fundamental — not optional. This policy explains what we detect, how you can protect yourself, and what to do if you encounter suspected fraud.
2. Hawkeye Fraud Detection System
Hawkeye is Viaje's proprietary, AI-powered fraud detection and safety monitoring platform. It operates continuously at the platform level, analysing aggregate signals including: transaction velocity and pattern anomalies; login behaviour — device fingerprint changes, IP reputation, geo-velocity; account creation patterns — device reuse, identity signal clustering; content engagement pattern analysis — view velocity, like patterns, referral loops; and payment network signals from our certified gateway partners. Hawkeye does not monitor individual users in real time as a standard operating mode. User-level review is triggered only when Hawkeye's anomaly models exceed a defined threshold, or when a user activates the SOS emergency feature. All Hawkeye-triggered reviews are conducted by trained safety staff, are session-recorded, time-limited, and subject to internal audit.
3. Account Fraud
Account fraud includes: creating multiple accounts using the same or different government IDs to circumvent bans or exploit promotions; account takeover (ATO) via credential stuffing, phishing, or SIM-swapping attacks against your registered mobile number; and impersonating Viaje staff, other users, travel operators, or verified guides. Mandatory OTP-based digital ID verification via DigiLocker and HyperVerge prevents the registration of fake identities. Any attempt to verify using fraudulent, expired, or another person's credentials is a criminal offence under the IT Act, 2000 and IPC Section 420, and will be referred to law enforcement.
4. Payment Fraud
Payment fraud includes: using stolen, compromised, or unauthorised payment credentials to make bookings; initiating chargebacks against legitimate charges (friendly fraud) — a form of financial fraud under applicable law; structuring transactions to evade detection; money laundering through travel bookings; and attempting to exploit refund policies through false cancellation claims. All payment transactions are screened by Hawkeye and our gateway partners' fraud systems in real time. Suspicious transactions are flagged for manual review before settlement.
5. Platform Abuse
Platform abuse includes: artificially inflating creator view counts, likes, or engagement through bots, click farms, purchased interactions, or any automated means; manipulating listing ratings through fake reviews or extortion; coordinated spam or scam campaigns targeting other users; soliciting payments from users outside the Viaje Platform; and exploiting promotional codes or referral programmes beyond their intended use. Creator earnings associated with artificially inflated engagement will be withheld or reversed without notice.
6. Identity Fraud
Identity fraud is among the most serious violations on the Platform. This includes submitting false verification OTPs, attempting to impersonate another verified user's identity, using someone else's DigiLocker credentials, or attempting to manipulate the verification API flow. Because Viaje's verification relies on government-authorised infrastructure, such fraud also constitutes a criminal offence under the Indian Penal Code (Section 420, 465, 468), the IT Act 2000, and equivalent laws in other jurisdictions.
7. Protect Yourself
Never share your OTP, password, or 2FA code with any person or entity — including anyone claiming to be from Viaje. Always access the Platform through the official Viaje app or viaje.in — verify the URL and SSL certificate before entering any credentials. Be suspicious of unsolicited messages offering unrealistic deals, urgent payment requests, or requests to continue a booking conversation outside the Platform. Enable 2FA in your account settings. If you receive suspicious communications purporting to be from Viaje, forward them immediately to report@viaje.in before taking any action.
Viaje will NEVER ask for your password, OTP, full card number, or CVV through any channel — email, WhatsApp, SMS, phone call, or in-app message. Any such request is a fraud attempt. Report it to report@viaje.in immediately.
8. Reporting Fraud or Abuse
To report suspected fraud, abuse, a compromised account, or a suspicious communication, write to report@viaje.in with your account email or booking ID, a description of what occurred, any screenshots or evidence, and — if known — the account or contact details of the suspected fraudster. We acknowledge within 24 hours.
9. Our Response
On receiving a fraud report: we acknowledge within 24 hours; implicated accounts and transactions are temporarily restricted pending investigation; our investigation typically completes within 7 business days for standard cases; appropriate action is taken — account suspension, fund recovery, or referral to law enforcement; and where fraud resulted in an unauthorised charge to your account, we work with the gateway to initiate a refund. Viaje cooperates fully with the Cyber Crime Cell, Economic Offences Wing, RBI, NPCI, CERT-In, Interpol, and equivalent international authorities in all fraud investigations.
10. Consequences of Fraud
Users found to have committed fraud face immediate and permanent account termination; blacklisting from all Viaje platforms; recovery of funds obtained through fraud; and referral for civil and criminal proceedings under the IT Act 2000, IPC, PMLA 2002, and other applicable laws in India and the relevant international jurisdiction. We pursue all fraud without exception regardless of the amounts involved. Protecting honest users and our partners is non-negotiable.