Customer Support & Grievance Policy
TravelnFlex Customer Support & Grievance Policy
This Policy explains how customers can contact TravelnFlex, how support requests are routed, who handles different issues, and how complaints and grievances are escalated. TravelnFlex is the marketplace operated by SIFAKA LABS LLP.
Customer support: support@travelnflex.com
Grievance officer: Shwetanshu Bhatt, Chief Executive Officer
Grievance email: support@travelnflex.com
Address: Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001
1. Contact channels
Customers should use the contact form at /contact, the support link in the booking area, or email support@travelnflex.com. Use the booking-specific support or activity-issue flow when the issue concerns an existing booking or an activity already purchased.
The Platform may route partner or business requests separately:
- Customer support: support@travelnflex.com; public phone support is not currently advertised.
- Agency, hotel, guide, or vendor partnership: partners@travelnflex.com
- Business or collaboration: contact@travelnflex.com
Do not send card numbers, CVV, UPI PINs, passwords, authentication codes, or payment-provider secrets through any channel.
2. What to include
For faster handling, include:
- your name and account email;
- booking reference, if applicable;
- payment, refund, or cancellation reference, if applicable;
- package, destination, and travel date;
- a clear description of the issue;
- the amount disputed, if any; and
- relevant screenshots, receipts, photographs, messages, or other evidence.
Customers should send only information relevant to the request. Support may ask for reasonable identity or booking verification before disclosing account or payment information.
3. Support categories and owners
| Category | Primary owner | Handling | | --- | --- | --- | | Account or profile help | TravelnFlex Support | Verify account ownership and resolve access or profile issues. | | New or existing booking help | TravelnFlex Operations | Review booking, package, agency, inventory, and communication records. | | Payment issue | Finance / TravelnFlex Operations | Reconcile Razorpay order, payment, booking, and provider status. | | Cancellation or refund | Finance / TravelnFlex Operations | Apply the captured cancellation policy and manage refund or review status. | | Activity or trip issue | TravelnFlex Operations with the agency | Review the purchased activity and agency response; do not cancel automatically through a support ticket. | | Agency, hotel, guide, or vendor matter | Partner Operations | Coordinate with the relevant partner and record the operational outcome. | | Privacy or data request | Grievance Officer / authorised support owner | Verify identity, apply the Privacy Policy, and record the response. | | Formal grievance | Shwetanshu Bhatt, CEO | Review escalated customer complaints and coordinate final internal response. |
4. Reference numbers and ticket records
When a customer submits a support inquiry or ticket, TravelnFlex may issue a reference number. Keep that number for follow-up and include it in later messages.
Support records may contain the customer message, booking link, category, subject, status, priority, assigned agency or administrator, communication history, delivery status, events, resolution summary, and closure reason. Duplicate submissions may be detected so that the same request is not processed repeatedly.
Email delivery failure does not necessarily mean the support request was lost. If a request is saved but email delivery fails, the reference number remains the customer’s proof of submission and the Operations queue must be checked.
5. Response and escalation targets
These are TravelnFlex operating targets, subject to complete information, provider response, agency response, safety conditions, and applicable law:
- Submission acknowledgement: immediately through the Platform where available; otherwise within 48 hours.
- First human review: within 2 business days for ordinary requests.
- Payment or refund update: within 2 business days after the required reference and evidence are received.
- Ordinary complaint resolution: target within 7 business days where the facts and provider records are available.
- Formal grievance resolution: target within 30 days, or within the period required by applicable law.
If a target cannot be met, the assigned owner must tell the customer what is blocking resolution, what action is next, and when the next update will be provided.
6. Urgent safety and emergency issues
For immediate danger, injury, medical emergency, missing person, crime, or other urgent safety issue, contact local emergency services first. TravelnFlex support is not an emergency-response service.
After immediate safety action, contact support with the booking reference and location. TravelnFlex will notify the relevant agency or provider, record the issue, and coordinate available operational support. Customers should not wait for an email response before contacting emergency services.
7. Payment, cancellation, and refund complaints
Support will classify payment and refund cases as failed payment, captured payment, booking not confirmed, duplicate or excess payment, refund pending, refund failed, chargeback or dispute, direct agency payment, or invoice/receipt correction.
TravelnFlex will not ask a customer to pay again until the first payment is reconciled. A captured payment does not automatically mean that a booking was confirmed if the hold expired, inventory became unavailable, or another confirmation condition failed.
Cancellations and refunds are governed by the Refund & Cancellation Policy and the policy snapshot shown for the booking. The customer must not be charged a new fee after booking merely because a complaint was submitted.
8. Agency and trip complaints
TravelnFlex may ask the agency for package facts, availability records, pickup details, supplier messages, photographs, or other evidence. The agency must not contact a customer for unrelated marketing, divert the customer away from the Platform improperly, or use customer data beyond the purpose of delivering and supporting the booking.
Where an agency caused a cancellation, material non-delivery, misleading package description, or other serious service issue, TravelnFlex may hold settlement, coordinate a remedy, review a full or partial refund, restrict the package, or suspend the agency.
Customers should report activity or trip problems as soon as reasonably possible. Support tickets do not themselves cancel a booking or create a refund; a cancellation or activity-issue workflow is required so the decision and amount are recorded correctly.
9. Grievance escalation
If the initial support response does not resolve the matter, reply to the existing thread or email support@travelnflex.com with the reference number and write “Formal Grievance” in the subject line.
The grievance is escalated to Shwetanshu Bhatt, Chief Executive Officer, who will review the support history, booking and payment records, agency response, refund or reconciliation state, and requested remedy. The grievance officer may request additional information and will provide a written outcome or an explanation of the next step.
Escalation does not remove the customer’s right to approach an appropriate consumer forum, regulator, court, emergency service, bank, or payment provider where permitted by law.
10. Privacy and safe handling
Support staff and partner recipients should access only the data needed for the issue. Internal notes, payment references, identity-verification information, medical information, and agency communications must not be exposed to unrelated customers or partners.
Support will handle personal data under the Privacy Policy. Customers may request access, correction, deletion, or consent withdrawal by emailing support@travelnflex.com, subject to identity verification and lawful retention requirements.
11. Service limitations and contact
TravelnFlex may depend on an agency, payment provider, bank, email provider, guide, hotel, transport provider, or other third party to investigate or resolve a request. Such dependency may affect timing, but the support owner remains responsible for the next customer update.
SIFAKA LABS LLP
TravelnFlex marketplace
support@travelnflex.com
Support hours: 9:00 AM to 6:00 PM, India time
Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001
This Policy may be updated when support channels, operating roles, response targets, or applicable requirements change.