Grievance Redressal & Customer Support Policy.

1. Two ways to reach us

Booking support — the fastest route for anything about a live or recent booking: open the booking in the app and tap Help, or go to Account → Help & support. You can message us on WhatsApp, request a call-back or chat, 8 am – 10 pm, in Hindi and English. Email jhatpat@gmail.com or call +91 87569 92565 for anything that is not urgent.

Formal grievance — if a booking-support answer does not resolve your issue, or your complaint concerns data, safety, a partner's conduct, a regulated service or a refund decision, write to the Grievance Officer appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

Grievance Officer — Anmol Mishra, Yurix Ventures Private Limited, Plot No. 73, Vishnu Lok, Kanpur Road, Lucknow, Uttar Pradesh 226023 · jhatpat@gmail.com · +91 87569 92565

2. What to include

Your registered mobile number, the booking ID, the date and service, what went wrong, the amount in dispute, what outcome you are seeking, and any evidence — photos, the invoice, a payment reference or a screenshot. Never send OTPs, UPI PINs, card PINs, CVVs or passwords; we will never ask for them.

3. Timelines

• Every grievance receives an acknowledgement with a ticket number within 24 hours.
• We resolve grievances within 15 days of receipt — sooner for safety matters — and in any case within the time the law requires. If a matter needs a third party (a payment reversal, an insurer, a police report), we tell you what is pending and when to expect an update.
• Refund decisions under the Cancellation, Refund & Rescheduling Policy are communicated in the ticket; approved refunds are initiated within 24 hours.
• Data-rights requests under the Privacy Policy are answered within 30 days.

4. How a grievance is handled

The Grievance Officer records the complaint, assigns it to the right team (support, operations, payments, safety or privacy) and reviews the job record — booking details, chat and call metadata, start-code time, checklist and photos, partner location trail and payment status. We may contact you or the partner for more information. The outcome may be a re-do, a refund, a partner sanction, an account correction, an explanation, or a referral to the relevant third party, and it is sent to you in writing on the ticket.

5. Safety complaints get priority

Allegations of violence, sexual misconduct, theft, child or elder abuse, serious harassment, dangerous work or an immediate risk to anyone are escalated to the safety lead the same day, the partner is suspended while the matter is reviewed, and we cooperate with the police. If anyone is in immediate danger, call 112 first, then tell us. The Safety, Trust & Regulated Services Policy sets out our safety standards.

6. Complaints about regulated services

Complaints about an insurance product or professional, a security agency, a pharmacy, a recycler or an NGO may need to be shared with that provider or its regulator (for example IRDAI's Bima Bharosa portal, the PSARA controlling authority, the State Drugs Controller or the State Pollution Control Board). We give you the provider's registration reference and the regulator's contact and cooperate as the law requires.

7. Escalation

If you are not satisfied with the first response, reply on the same ticket and ask for escalation, explaining what remains unresolved; a second review by a different reviewer is completed within 7 days. Nothing in this policy limits your right to approach the District, State or National Consumer Disputes Redressal Commission (the National Consumer Helpline is 1915 or consumerhelpline.gov.in), the Data Protection Board of India for data matters, any regulator, or a court.

8. Partners

Partners raise issues from partner mode → Account → Help, and formal grievances with the same Grievance Officer. Payout disputes are answered within 7 days with the ledger entries involved.

9. Records

Grievance tickets and their outcomes are kept for 12 months after closure (longer if a legal matter is open) and are reviewed monthly to improve the service.

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