Emergency first

For immediate danger, injury, fire, violence, missing persons, unsafe driving, or suspected crime, contact the local emergency service or police first and move to safety where possible. Then notify the hotel or vehicle operator and Mandyal Travels. The platform is not an emergency-response service.

Supplier incident responsibility

The supplier must maintain legally required emergency procedures, trained staff or drivers, incident records, insurance, permits, and cooperation with authorities. It is primarily responsible for immediate response and for harm caused by unsafe premises, vehicles, staff, drivers, or operational failures under its control.

Reporting to Mandyal Travels

Report the booking reference, supplier, date and location, people affected, immediate action taken, and available evidence. Avoid publishing sensitive identity, medical, or payment information in a public review. Mandyal Travels may preserve records, restrict a listing, contact the supplier, support payment review, and refer credible risks to an insurer or authority.

Contact Mandyal Travels Services Private Limited at contact@mandyaltravels.com or +91 80693 77940. Include the booking reference, the supplier name, a description of the issue, and any supporting records. Do not send passwords, one-time codes, or full payment-card details.

Complaint ownership and escalation

A service complaint will be shared with the named supplier for response while Mandyal Travels tracks the marketplace or facilitated-booking aspects. A platform, privacy, payment, misleading-content, or grievance-handling complaint remains owned by Mandyal Travels within its role.

The commercial service must acknowledge consumer complaints within forty-eight hours and redress them within one month where the Consumer Protection (E-Commerce) Rules, 2020 apply. The final launch page must prominently name the Mandyal Travels grievance officer and display each seller’s grievance details.

Transport regulation warning

If Mandyal Travels controls or facilitates passenger transport in a manner that makes it a motor-vehicle aggregator, commercial launch must wait until the required State licence, passenger insurance, driver and vehicle controls, safety features, grievance process, and other applicable Motor Vehicle Aggregator Guidelines, 2025 requirements are confirmed. Describing the service as a referral does not decide its legal classification; actual operations do.

No retaliation and no waiver

A supplier must not retaliate against a customer for a good-faith safety report or lawful complaint. Confidentiality may protect sensitive investigations, but no policy prevents a person from contacting emergency services, regulators, insurers, consumer forums, or courts.