We want to put things right quickly. This page explains how to raise a complaint with Unipolar Technologies Pvt Ltd, which operates Raahzo, under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020, as applicable.
You can use this process for complaints about:
- how we handle your personal data, or a request to access, correct or erase it or to withdraw consent;
- content on the site that you believe is unlawful, infringing, inaccurate or harmful;
- a trip, concierge service, quote, cancellation or refund.
Grievance Officer
Grievance Officer
Unipolar Technologies Pvt Ltd
New Delhi, India
Email: grievances@raahzo.com
Email is the fastest way to reach us. Please write in English or Hindi.
What to include
- Your name and the email address or phone number you used with us, so we can find your records and verify you.
- What the complaint is about, with the page link (URL), booking reference or dates where relevant.
- What happened, and what you would like us to do.
- Any supporting documents or screenshots.
- If you are complaining on someone else's behalf, confirmation that you are authorised to do so.
Please do not send ID documents or medical records unless we ask for them.
Our timelines
- Acknowledgement: within 24 hours, and in any case no later than 48 hours, with a reference number.
- Resolution: within 15 days of receipt. If a complaint needs information from a supplier or third party, we will tell you what we are waiting for and keep you updated.
- Privacy rights requests (access, correction, erasure, withdrawal of consent, nomination) are handled within the same period, or sooner where the DPDP Act rules prescribe a shorter time.
- Urgent content complaints, such as content that exposes someone's private information or impersonates them, are acted on as quickly as possible and within the time limits set by the IT Rules.
If you are not satisfied
- Personal data: after using our grievance process, you can complain to the Data Protection Board of India under the DPDP Act, in the manner it prescribes.
- Consumer complaints about a paid service: you can contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in) or approach the appropriate consumer commission.
- Visitors from the EEA or UK can also complain to their local data protection supervisory authority.