Contact Us

1. Who we are

TatkalDone is operated by [PLACEHOLDER: registered legal entity name], a company incorporated in India under the Companies Act, 2013.

• CIN: [PLACEHOLDER: Corporate Identification Number]
• GSTIN: [PLACEHOLDER: GST Identification Number]
• Registered office: [PLACEHOLDER: full address with PIN code], India
• Principal place of business: Chennai, Tamil Nadu, India
• Website: https://www.tatkaldone.in

We are a technology platform and payment escrow service. We are not an IRCTC agent ourselves and we do not sell, issue, or hold inventory of railway tickets. Tickets are booked on the official IRCTC platform by independent agents listed on TatkalDone.

2. The right channel for what you need

Using the correct channel below cuts your response time roughly in half, because it lands directly with the team that can act on it.

2.1 Booking, payment, or refund issues — use the in-app grievance flow

For anything tied to a specific booking — wrong passenger details, payment debited but booking not visible, ticket rejected, refund delayed, agent unreachable, duplicate charge — open the booking and use "Raise a complaint," or go to the Grievance channel and select the booking.

The in-app form automatically attaches the booking ID, the payment receipt, the agent who handled it, the full state-machine timeline since you created the request, the uploaded ticket image, and any Razorpay references. An email asking "where is my refund" requires us to ask you for most of this before we can even start — the in-app form skips that round-trip.

2.2 General customer support

Email support@tatkaldone.com for account questions, sign-in trouble, "how does this work" queries, feedback, and anything not tied to a specific live booking. Include your registered phone number so we can locate your account. We do not ask for OTPs or passwords over email — see section 6.

2.3 Grievance Officer

Email support@tatkaldone.in for escalations under the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; privacy complaints under the Digital Personal Data Protection Act, 2023; content-removal requests; impersonation reports; reports of fraud or abuse; or reports of agents soliciting payment outside the platform. See the Grievance Redressal Policy for SLAs and escalation paths.

2.4 Agent onboarding and payouts

Email agents@tatkaldone.com — for prospective and existing agents only: KYC document issues (Aadhaar / PAN / IRCTC certificate / selfie), payout beneficiary verification problems, payout delays, deposit balance disputes, charge-per-class configuration, or suspension and rejection appeals. User-side complaints sent here are routed to support and lose 1–2 business days in transit — please use the right address.

2.5 Legal notices, regulatory correspondence, partnerships, press

Email legal@tatkaldone.com for statutory notices, takedown requests under the IT Rules, summons, RBI / CERT-In / income-tax queries, intellectual-property complaints, and partnership or press enquiries. Email alone is not legal service of notice — formal legal notices must additionally be served on the registered office address in section 1 by registered post or by courier with acknowledgement.

2.6 Security disclosure

If you have found a vulnerability, please disclose it responsibly to security@tatkaldone.com before publishing. We acknowledge security reports within 48 hours and do not pursue good-faith researchers who follow coordinated disclosure. Do not test vulnerabilities against live user accounts other than your own; do not attempt denial-of-service; do not exfiltrate data beyond the minimum needed to prove the issue.

3. Response time expectations

Business days mean Monday to Friday, 10:00–18:00 IST, excluding public holidays observed in Tamil Nadu, India. Messages received after hours or on weekends are timestamped from the next business day for SLA purposes.

4. What to include in your first message

Including these details up front avoids a back-and-forth and speeds up resolution:

• Your registered phone number, in +91XXXXXXXXXX format;
• Your registered email, if different from the sender address;
• The booking ID, visible on the booking page and in every notification we send;
• A clear timeline of what happened, with timestamps in IST where possible;
• Screenshots of any error messages, payment receipts, or notifications you received;
• The transaction reference or Razorpay order ID, for payment-related complaints;
• The specific outcome you are asking for.

5. What we cannot help with

These items genuinely sit outside our control. We will tell you so honestly rather than wasting your time:

• Indian Railways / IRCTC policies — Tatkal cancellation rules, quota exhaustion, chart preparation, fare structure, station changes, train running status, and train-cancellation refunds (these are processed by IRCTC directly to your IRCTC account, not by us).
• Your bank or card issuer — the exact posting date of an initiated refund. Razorpay returns the money to your bank; the bank decides when to credit your statement, typically within 5–7 business days.
• Aadhaar / PAN authority disputes — we use these documents only to verify agent identity and do not maintain authoritative government records.
• Tax filing — we provide payout summaries and TDS certificates to agents; we are not your tax advisor.
• Travel issues at the station — boarding refusal due to mismatched ID, a lost physical printout, ticket-checker disputes, or on-board service complaints. Once a confirmed ticket is delivered to you, your relationship for travel matters is with Indian Railways.

6. What we will never ask you for

To help you avoid impersonation scams, please remember:

• We will never ask for your password, OTP, card CVV, UPI PIN, or Aadhaar OTP, on any channel, ever. Anyone asking is impersonating us.
• We will never ask you to pay through a personal UPI ID, a WhatsApp number, a payment link sent over chat, or any URL that is not on the tatkaldone.in domain or our official Razorpay-hosted payment page.
• We will never ask you to install a screen-sharing app (AnyDesk, TeamViewer, QuickSupport) to "complete a refund."
• We will never call you and demand action within a few minutes. Genuine support has no such urgency.
• Refund initiation is always visible inside your TatkalDone account first — if a "refund agent" calls you about a refund you cannot see in the app, it is a scam.

Report attempts to support@tatkaldone.in with screenshots and the phone number used.

7. Office hours and language

• Email and in-app queries are monitored Monday to Friday, 10:00–18:00 IST.
• Live booking flows (agent notifications, OTPs, payments) run 24×7 and are fully automated — they do not require a human on our side.
• Support is provided in English and Hindi. We can read messages in other major Indian languages on a best-effort basis but will respond in English unless you ask otherwise.

8. Postal address for formal service

For statutory notices, summons, regulatory orders, takedown notices, intellectual-property notices, and any communication where you need a paper trail:

Grievance Officer — TatkalDone
[PLACEHOLDER: registered office address with PIN]
India

Please also email a copy to legal@tatkaldone.com and support@tatkaldone.in so we can begin triage in parallel.

9. Updates to this page

If our address, contact emails, or office hours change, we will update this page and the footer of the website. We will give 15 days' notice for any change that would affect ongoing grievances or legal correspondence.

Questions? Email us at support@tatkaldone.com