Grievance Redressal Policy
Zooopp Wheels Private Limited (“Zooopp Wheels”, “Company”, “we”, “our”, or “us”) is committed to providing a fair, transparent, and responsive grievance redressal mechanism for drivers and car owners associated with the platform. This policy outlines the procedure for raising, addressing, and resolving grievances in a timely and structured manner.
1. Scope of the Policy
This Grievance Redressal Policy applies to all drivers and car owners who are registered on, or engage with, the Zooopp Wheels platform. It covers grievances relating to bookings, payments, safety issues, conduct of users, policy enforcement, suspension or termination of accounts, data usage, or any other service-related concern.
2. Grievance Officer and Contact Details
All grievances must be submitted in writing to the Company through the official email address provided below:
Email ID: bookings@thedriverhire.com
This email address serves as the designated grievance redressal channel for both drivers and car owners.
3. Grievance Submission Procedure
Drivers and car owners may raise a grievance by sending an email containing a clear description of the issue, along with relevant details such as registered name, contact information, booking reference number (if applicable), vehicle or driver details, and any supporting documents.
Only grievances submitted through the official email channel shall be considered valid under this policy.
4. Acknowledgement of Grievance
Upon receipt of a grievance, Zooopp Wheels shall acknowledge the complaint within a reasonable time, generally within 48 working hours, confirming receipt and registration of the grievance for review.
5. Resolution Timeline
The Company shall make reasonable efforts to resolve grievances within 7 to 15 working days, depending on the nature and complexity of the issue. Certain matters may require additional time due to third-party involvement, verification requirements, or legal considerations.
Drivers and car owners shall be kept informed in case additional time is required for resolution.
6. Investigation and Review
Zooopp Wheels reserves the right to investigate grievances by reviewing platform records, booking history, communications, GPS logs (where applicable), and other relevant data. The Company may seek clarifications or additional documents from the concerned driver or car owner during the investigation process.
Failure to cooperate or provide required information may impact the resolution of the grievance.
7. Fairness and Non-Retaliation
Zooopp Wheels ensures that no driver or car owner shall face retaliation, discrimination, or adverse action solely for raising a grievance in good faith. All grievances shall be evaluated objectively and handled confidentially to the extent reasonably possible.
8. Escalation
If a grievance is not resolved to the satisfaction of the driver or car owner, the matter may be escalated by replying to the original grievance email with additional details or clarification requests. The Company shall conduct a secondary review before issuing a final decision.
9. Limitation of Liability
Zooopp Wheels acts as a facilitation and technology platform. Resolution of grievances shall be subject to the applicable terms and conditions, contractual arrangements, and governing laws. The Company shall not be liable for matters beyond its reasonable control or for disputes arising directly between users, except to the extent required by law.
10. Policy Amendments
Zooopp Wheels Private Limited reserves the right to amend or update this Grievance Redressal Policy at any time. Any changes shall be effective upon publication on the website or platform.
11. Governing Law
This policy shall be governed by and construed in accordance with the laws of India. Courts having jurisdiction over the registered office of Zooopp Wheels Private Limited shall have exclusive jurisdiction.