1. Who can raise a grievance
Any user, agent, prospective agent, payment counterparty, intellectual-property holder, or other party affected by TatkalDone's services, content, or actions may raise a grievance. You do not need to have an account to file a grievance — but providing your contact details lets us respond.
2. Categories of grievance we handle
- Payment issue — payment debited but booking not visible; double charge; refund not received; refund amount disputed; payment failed mid-flow but money debited.
- Booking issue — wrong passenger details on a delivered ticket; train/date does not match the request; quota mismatch; booking marked failed despite the agent confirming a booking.
- Agent misconduct — an agent demanding payment outside the platform, abusive behaviour, sharing your personal details without authorisation, impersonation, or refusing to cooperate with a legitimate refund or cancellation request as required under our policies.
- Refund issue — refund not initiated within the timeline stated in our Refund Policy; refund initiated but not received within the indicative timeline; incorrect refund amount where a different amount was due under our policies.
- Technical issue — app or website bugs blocking a booking; OTP not received; WhatsApp or email notifications not arriving; a security vulnerability.
- Other — privacy complaints, impersonation reports, content takedown requests, IP infringement, tax or regulatory queries.
If your issue does not fit a category, use "Other" and describe it — we will route it to the right team.
3. How to raise a grievance
3.1 Preferred: in-app
From the booking in question (where applicable) or from the grievance form, submit your complaint. This automatically attaches:
- Your verified identity;
- The booking ID, state history, payment records, agent details, and uploaded ticket image (if booking-related);
- The category you selected;
- Your description and any screenshots you attach.
In-app submissions are tracked under a unique reference ID and reach the right reviewer immediately.
3.2 By email
Email support@tatkaldone.com from the address registered on your account, or include your registered phone number for verification. Please include:
- Your registered phone (+91XXXXXXXXXX) or email;
- The booking ID, if applicable;
- The category from section 2;
- A clear description with timestamps in IST;
- Screenshots, transaction references, or any other supporting evidence;
- The specific outcome you are seeking.
3.3 By post
Send a signed letter to:
Grievance Officer — TatkalDone
[PLACEHOLDER: registered office address with PIN]
India
Please also email a copy to support@tatkaldone.com so triage can start in parallel.
4. Acknowledgement
We acknowledge every grievance within 24 hours of receipt, with a tracking reference and the name of the team reviewing it. In-app grievances are acknowledged instantly via a confirmation screen and a WhatsApp/email notification. Email grievances are acknowledged by a reply.
If you do not receive an acknowledgement within 24 hours, escalate per section 8.
5. Review and resolution
5.1 Initial review
Within 3 business days (target, not a separate guarantee) of acknowledgement, the assigned reviewer:
- Pulls the booking, payment, payout, and admin-action records relevant to your complaint;
- Reviews the booking's full state history — every transition, every actor, every timestamp;
- Reviews the agent's record, if the complaint involves an agent;
- Reviews the Razorpay-side payment and refund references, if the complaint involves money;
- Forms a preliminary view and reaches out to you for any missing information.
5.2 Standard resolution
We resolve grievances within 15 days of receipt, as required by Rule 3(2)(a) of the IT Rules. The actual median resolution time for booking and payment grievances is 5–7 business days (indicative only, not a guaranteed timeline, and does not override the statutory 15-day commitment), because the records are already in our systems.
Resolution is communicated by email and in-app notification, with a clear statement of:
- What we found;
- What action we are taking (refund, escalation to Razorpay, agent suspension, content removal, etc.);
- When the action will complete;
- Your right to escalate if you are not satisfied.
5.3 Sensitive complaints — 72-hour track
Under Rule 3(2)(b) of the IT Rules, complaints about the following content are resolved within 72 hours of receipt:
- Content showing nudity, sexual acts, or impersonation, including morphed images;
- Content that exposes a person's private area, depicts them in a state of nudity, or depicts sexual conduct;
- Impersonation of any individual.
Lodge these via support@tatkaldone.com with the subject prefixed "URGENT — 72-HOUR." Provide the URL or in-app location of the content, your relationship to it, and proof of identity. We will reach a resolution decision within 72 hours of receipt as required by Rule 3(2)(b). Where the decision is to remove or disable the content, removal will be completed within 24 hours of that decision — meaning total time from receipt to takedown will not exceed approximately 96 hours in the worst case.
5.4 Privacy complaints
Complaints about how we collect, use, store, share, or delete your personal data are handled by the Grievance Officer in their additional capacity as the data-protection contact under the Digital Personal Data Protection Act, 2023. These complaints are tracked separately and resolved within the same 15-day standard window, with statutory escalation to the Data Protection Board of India if you remain dissatisfied (section 8).
6. The Grievance Officer
- Name: [PLACEHOLDER: full name of the appointed Officer]
- Designation: Grievance Officer, TatkalDone
- Email: support@tatkaldone.com
- Postal address: [PLACEHOLDER: registered office address with PIN], India
- Office hours: Monday–Friday, 10:00–18:00 IST, excluding public holidays
- Statutory appointment: under Section 79 of the Information Technology Act, 2000 and Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
The Grievance Officer is an employee or director of [PLACEHOLDER: legal entity name], resident in India, and reachable through the channels above.
7. Records
We retain every grievance record — submission, supporting evidence, internal review notes, communications, and the resolution outcome — for at least 180 days after closure, and longer where required by law or for an ongoing investigation. These records are accessible to you on request via the Grievance Officer.
8. Escalation if you are not satisfied
8.1 Internal escalation
Reply to the resolution email with the words "Request escalation." A senior reviewer who was not part of the original decision will reopen the case and respond within 7 days. Use this before going external — most cases resolve at this stage.
8.2 National Consumer Helpline
For consumer complaints, contact the National Consumer Helpline of the Department of Consumer Affairs, Government of India: consumerhelpline.gov.in, or call 1915 (toll-free).
8.3 Government of India Grievance portal
Lodge a complaint on the Centralised Public Grievance Redress and Monitoring System: pgportal.gov.in.
8.4 Reserve Bank of India — payment complaints
For unresolved payment or refund complaints involving Razorpay as a payment aggregator, you may approach the RBI's Integrated Ombudsman Scheme: cms.rbi.org.in.
8.5 Data Protection Board of India
For unresolved complaints about the handling of your personal data under the Digital Personal Data Protection Act, 2023, you may approach the Data Protection Board of India once it is operational. We will publish the Board's contact details on this page when available.
8.6 Courts
Subject to the jurisdiction clause in our Terms of Service, the courts at Chennai have exclusive jurisdiction over any dispute arising out of these grievances.
9. Grievances we cannot accept or act on
- Anonymous grievances without enough information to verify or investigate.
- Repeat grievances on a matter already closed, unless new evidence is presented.
- Frivolous or abusive grievances filed solely to harass an agent or to attempt to extract a refund on a validly delivered service.
- Issues outside our control — Indian Railways' rules, IRCTC's policies, your bank's posting times after our refund initiation, tax authority disputes. We will say so honestly and point you to the right authority.
Bad-faith grievances may result in account suspension under the Terms of Service.
10. Confidentiality
Information you share when filing a grievance is treated as confidential and is shared only with:
- The internal reviewers and the Grievance Officer handling the case;
- Razorpay, where the grievance involves a payment, refund, or payout that requires their action to resolve;
- Law enforcement, regulators, or courts, where required by applicable law or a valid court order.
We do not share grievance content with the agent named in the grievance unless disclosure is strictly necessary to investigate the complaint and has been approved by the Grievance Officer. Allegations of agent misconduct are investigated without disclosing your identity to the agent unless unavoidable. Where disclosure becomes necessary, you will be informed before it occurs where reasonably practicable.
11. Reports
We publish a voluntary transparency summary of grievances received and resolved on a half-yearly basis. The summary aggregates volume and category; it does not include personal data.
12. Updates
We will update this policy as the law or our processes change. Material changes will be communicated in-app and the "Last updated" date at the top of this page will be revised.
Questions? Email us at support@tatkaldone.com