Grievance Redressal
Last updated: 29 September 2026
If something has gone wrong, we want to hear about it directly. You do not need to use a formal process to get help — but if the ordinary route has not resolved things, this page tells you exactly who is responsible, what they will do, and how long it will take.
1. Start with support
Most issues — a booking, a refund, a settlement figure, an account problem — are fastest to fix through ordinary support:
- Email: support@pathyatra.com
- Phone / WhatsApp: +91 91200 53901
- Hours: Mon–Sat, 10am – 7pm IST
Please include your booking reference, settlement reference or registered mobile number. It saves a round of questions.
2. Escalating a grievance
If support has not resolved your issue, or your complaint is about the platform itself, a payment, content on the platform, or how your personal data has been handled, escalate it to the address below. It is monitored separately from ordinary support.
PathYatra is not yet incorporated, so there is no separate officer holding this post: the two founders handle every escalated complaint themselves. We would rather say that than print an invented job title. A named Grievance Officer will be appointed and published here at incorporation.
| Grievance contact | Details |
|---|---|
| grievance@pathyatra.com | |
| Phone | +91 91200 53901 |
| Responsible | PathYatra, currently operated by its founders Abhinav Mandal and Abhishek Mandal |
| Address | Jharkhand, India (no public office yet — a registered office address will be published at incorporation) |
For complaints specifically about personal data — access, correction, deletion, or withdrawal of consent — you can also write to privacy@pathyatra.com. See the Privacy Policy and Data Deletion.
3. What to include
- Your name and registered mobile number or email.
- The booking, ticket or settlement reference, if there is one.
- What happened, with dates and times.
- What outcome you are asking for.
- Screenshots or documents, if they help.
We may ask for more information, but only what we actually need to investigate. We will not ask you for your password or an OTP — nobody from PathYatra will ever do that.
4. What happens next, and when
| Stage | Timeline |
|---|---|
| We acknowledge your grievance with a reference number | Within 48 hours |
| We investigate and respond with an outcome | Within 15 daysIf it will take longer, we tell you why and give a revised date |
| Urgent safety issues | Acted on immediately, without waiting for the process above |
5. If you are still not satisfied
Our process does not replace your legal rights. You remain free to approach the appropriate authority, including the consumer grievance channels available under Indian consumer protection law, the National Consumer Helpline, or the relevant data protection authority for a complaint about personal data. If you tell us you intend to, we will not treat that as a reason to stop helping you.
6. Complaints about a bus operator
Where the complaint is about the conduct of a journey — the driver, the vehicle's condition, timing, or staff behaviour — the operator is responsible for the service, but we will take it up with them, record it against their account, and act where a pattern emerges. Serious safety complaints are handled under the Safety Policy and can lead to an operator being removed from the platform.