Grievance Redressal Policy

Operator: Axxoraa Private Limited, H.no 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum, Jharkhand 833221, India
CIN: U62099JH2025PTC026425
Website: www.bookkaro.co.in
Grievance Officer: Sidharth Kumar Prasad | Phone: +91 92631 33158 | Email: grievance@bookkaro.co.in

This Policy is published in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, and applicable Indian law. It explains how you can file a complaint, what response timelines to expect, and how to escalate if you are unsatisfied.

1. Scope of This Policy

This Grievance Redressal Policy applies to all Users of the BookKaro Platform — Customers (persons who search for vehicles and contact Captains) and Captains (Vehicle Owners who list vehicles). It covers complaints relating to:

The Platform's services and functionality.
Captain conduct (safety, harassment, fare disputes, fake documents).
Customer conduct (harassment, fake bookings, refusal to pay).
Privacy and data protection concerns.
Subscription and payment issues (Razorpay/Google Play Billing).
Account suspension or termination.
Ride payment disputes (where BookKaro cannot refund but can take action).

2. Grievance Officer Details

Grievance Officer

Name: Sidharth Kumar Prasad

Designation: Grievance Officer

Phone: +91 92631 33158

Email: grievance@bookkaro.co.in

Address: H.no 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum, Jharkhand 833221, India

Working Hours: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)

3. How to File a Complaint

3.1 By Email (Recommended)

Send an email to grievance@bookkaro.co.in with the following details:

Your full name.
Your registered mobile number.
Your role (Customer or Captain).
A clear description of the issue, including dates, times, and locations.
Booking ID, transaction ID, or subscription ID (if applicable).
Supporting evidence (screenshots, chat logs, payment references, photographs).
The relief or resolution you are seeking.

3.2 By Phone

Call +91 92631 33158 during working hours. Our team will record your complaint and provide a reference number.

3.3 By Post

Write to the Grievance Officer at the registered address above, marked "GRIEVANCE COMPLAINT."

3.4 Urgent Safety Complaints

If you are in immediate danger, call 112 (National Emergency Helpline) first. For safety concerns on the Platform, email grievance@bookkaro.co.in with the subject line "URGENT – SAFETY". We prioritise safety complaints and may respond sooner than the standard timelines.

4. Response Timelines

Stage	Timeline
Acknowledgement of your complaint	Within 48 hours of receipt
Interim update (if investigation is ongoing)	Within 7 days
Final resolution	Within 15 days of receipt
Safety/harassment complaints	Prioritised; acknowledgement within 24 hours where possible
Privacy complaints (DPDP Act)	Acknowledgement within 48 hours; resolution within 15 days

If a complaint requires investigation or third-party input (e.g., Razorpay, Google Play, law enforcement), we will inform you of the reason for the delay and the expected timeline.

5. What Happens After You File a Complaint

Receipt: We receive your complaint and log it with a reference number.
Acknowledgement: We send you an acknowledgement within 48 hours, including your reference number.
Review: Our team reviews the complaint and may request additional information or evidence.
Investigation: We investigate, including reviewing chat logs, call records, booking data, and any evidence you provide.
Action: Based on our findings, we may issue a warning, suspend or ban an account, remove a listing, or take other appropriate action.
Resolution: We communicate the outcome to you within 15 days (or sooner for urgent matters).

6. Types of Complaints and What We Can Do

Complaint Type	What BookKaro Can Do	What BookKaro Cannot Do
Captain misconduct (harassment, overcharging, rudeness)	Warn, suspend, or permanently ban the Captain; assist in connecting you with the vehicle owner.	Compel the Captain to apologise or pay compensation.
Fake or expired documents	Remove the listing; suspend or ban the account; report to law enforcement.	Verify documents on your behalf beyond our standard checks.
UPI payment dispute (Captain did not show up)	Investigate; ban the Captain if warranted; assist in connecting you with the owner.	Refund the money (BookKaro never received it).
Subscription refund (Web)	Process refund within 30-day first-time window; escalate to Razorpay if needed.	Refund after 30 days or for repeat subscribers.
Subscription refund (App)	Assist with Google Play refund process.	Override Google Play's refund decisions.
Account suspension appeal	Review the suspension and reverse it if found to be in error.	Restore accounts banned for fraud or safety violations.
Privacy/data concern	Investigate; correct or delete data as required; respond within 15 days.	Disclose other users' data to you.
Platform technical issue	Escalate to our engineering team; provide updates.	Guarantee an immediate fix.

7. Information We May Request

To investigate your complaint, we may ask for:

Your registered mobile number (for identity verification).
Booking ID, transaction ID, or subscription ID.
Screenshots of chat conversations, call logs, or payment confirmations.
Date, time, and location of the incident.
Vehicle registration number or Captain name (if known).
Any other evidence relevant to the complaint.

We will only request information necessary to resolve your complaint. We will not ask for your full Aadhaar, card details, or UPI PIN.

8. Escalation Process

8.1 Level 1 — Grievance Officer

All complaints begin with the Grievance Officer (contact details in Section 2).

8.2 Level 2 — Director, Axxoraa Private Limited

If you are unsatisfied with the Grievance Officer's resolution, you may escalate in writing to:

Director
Axxoraa Private Limited
H.no 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum, Jharkhand 833221, India
Subject line: "ESCALATION – GRIEVANCE – [Your Reference Number]"

The Director will review your complaint and respond within 15 days.

8.3 Level 3 — External Authorities

If you are unsatisfied with both levels, you may approach:

Consumer Forum under the Consumer Protection Act, 2019.
Data Protection Board of India under the DPDP Act, 2023 (for privacy complaints).
Appropriate police authority (for criminal matters).
Grievance Appellate Committee under the IT Rules, 2021 (for intermediary-related complaints).

Nothing in this Policy prevents you from approaching a statutory authority at any time.

9. Frivolous or Bad-Faith Complaints

Repeated frivolous, bad-faith, or abusive complaints may result in:

Restrictions on your access to support.
Warning, suspension, or termination of your account.
Reporting to law enforcement where warranted.

We take genuine complaints seriously and will not penalise good-faith reports.

10. Confidentiality

We treat all complaints confidentially. We will not disclose your identity to other users except:

As necessary to investigate or resolve the complaint.
As required by law or a valid legal request.
With your explicit consent.

11. Records Retention

We maintain complaint records for the period required by law (generally 90 days to 3 years, depending on the type of complaint). Records are stored securely and accessed only by authorised personnel.

12. Changes to This Policy

We may update this Grievance Redressal Policy from time to time. Material changes will be notified via the Platform or email where practicable. The "Last Updated" date at the top indicates when the Policy was last revised.

13. Contact

For all grievance-related matters: grievance@bookkaro.co.in | +91 92631 33158