Grievance Redressal

1. How to Raise a Complaint

Use the channels below to report issues and request a dispute review in the ride history of the app or you can raise via contact form.

Primary channels

Email: support@etorides.com
Phone/WhatsApp: +91 9339 373 154
WhatsApp link: Chat on WhatsApp
Support hours: Monday–Saturday, 9:00 AM–8:00 PM IST

Fastest path

Share booking/ride reference (if available)
State issue type (ride, billing, refund, goods, safety)
Provide screenshots/photos if relevant
Allow support to verify via system logs

2. Escalation Levels

2.1Level 1 — Support Review: Most issues are resolved by support after verifying trip records, payment status, and relevant evidence.

2.2Level 2 — Grievance Officer: If unresolved, your case is escalated for a formal review.

Grievance Officer

Name: Saikat Bhakat
Email: grievance@etorides.com
Availability: Mon–Fri, 11:00 AM–6:00 PM IST (email anytime)

2.3Level 3 — Nodal Officer (Final Internal Escalation): If your grievance remains unresolved after Level 2, it may be reviewed by a nodal officer.

Nodal Officer (Escalation)

Name: Saikat Bhakat
Email: grievance@etorides.com
Availability: Mon–Fri, 11:00 AM–6:00 PM IST (email anytime)

Note

Saikat Bhakat is the designated Grievance Officer and Nodal Officer for Eto Rides. Emails to grievance@etorides.com are routed to the designated officer.

3. Timelines (SLA)

Support hours: Monday–Saturday, 9:00 AM–8:00 PM IST

Initial response: Within 24 hours

Resolution: Within 30 days (IT Rules 2021)

Some cases may require additional verification or third-party confirmation (e.g., payment rails). In such cases, support will share status updates.

4. What to Include

Required (best effort)

Booking / ride ID (or phone number used)
Date/time and approximate pickup location
Issue type: ride, billing, refund, safety, goods
Description of what happened

Helpful attachments

Screenshots of booking/payment
Photos (e.g., goods packaging issues, damage)
Bank/UPI reference ID (if payment-related)
Any prior support ticket reference

Do not share sensitive credentials (passwords/OTP/UPI PIN). Support will never ask for OTP or UPI PIN.

5. Abuse & Misuse

5.1 Any false or misleading complaint, submission of forged/manipulated evidence, or harassment of staff, captains, or other users may be treated as a material misuse of the grievance process and may result in account restrictions, suspension, or other appropriate enforcement action, subject to applicable law.

5.2 Threats, intimidation, coercion, or abusive language directed toward staff, captains, or representatives of the Provider are strictly prohibited and may result in immediate restriction or suspension of access to the Platform, in addition to any remedies available under law.

5.3 Repeated or systematic misuse of refund, dispute, or grievance channels (including frivolous, vexatious, or bad-faith submissions) may be flagged for fraud risk review and may result in enhanced verification, limitation of dispute access, denial of claims, or account-level enforcement, to the maximum extent permitted by law.

5.4 For safety-related emergencies, users should first contact local emergency services or competent authorities; the grievance channels are intended for post-incident reporting, documentation, and review and are not a substitute for emergency response.