GlobeOTA Grievance Redressal Policy
Version: 1.0
Effective Date: 07.07.2026 (DD.MM.YYYY)
Last Updated: 07.07.2026 (DD.MM.YYYY)
Company: Kilobyte Corporation Private Limited
Platform: GlobeOTA
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1. Purpose
GlobeOTA is committed to providing a fair, transparent, and efficient process for addressing complaints and grievances raised by customers, accommodation partners, activity providers, transport partners, travel agencies, and other users of the GlobeOTA Platform.
This Grievance Redressal Policy explains how users can submit complaints, how GlobeOTA handles grievances, and the expected timelines for review and resolution.
This Policy should be read together with the Terms & Conditions, Privacy Policy, Hotel Partner Agreement, and other applicable GlobeOTA policies.
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2. Scope
This Policy applies to grievances relating to the use of GlobeOTA, including but not limited to:
* Hotel bookings
* Holiday package bookings
* Activity bookings
* Taxi and transfer bookings
* Payments
* Refunds
* Account-related issues
* Property listings
* Partner services
* Reviews and ratings
* Privacy concerns
* Technical issues affecting bookings
* Promotional offers
* Customer support interactions
This Policy does not replace any legal remedies available under applicable laws.
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3. Guiding Principles
GlobeOTA is committed to handling grievances in accordance with the following principles:
* Fairness
* Transparency
* Timely resolution
* Professional communication
* Confidentiality
* Respect for all parties
* Compliance with applicable laws
Each complaint will be reviewed on its own facts and circumstances.
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4. How to Submit a Grievance
Users may submit a grievance through any of the following official channels:
* Customer Support Portal
* Help Centre
* Official support email
* Contact form available on the GlobeOTA website
* Partner Portal (for registered partners)
When submitting a grievance, users should provide, where applicable:
* Full name
* Registered email address
* Mobile number
* Booking reference number
* Property or partner name
* Description of the issue
* Supporting documents or screenshots
* Preferred resolution (if any)
Providing complete information helps GlobeOTA investigate the matter more efficiently.
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5. Types of Grievances
Examples of grievances include:
Customer Grievances
* Incorrect booking information
* Payment disputes
* Refund delays
* Service quality concerns
* Booking modification issues
* Cancellation disputes
* Technical booking errors
Partner Grievances
* Listing issues
* Settlement concerns
* Commission disputes
* Booking disputes
* Incorrect platform information
* Account access issues
General Grievances
* Privacy concerns
* Intellectual property concerns
* Content moderation issues
* Promotional offer disputes
* Accessibility concerns
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6. Complaint Review Process
Upon receiving a grievance, GlobeOTA may:
1. Acknowledge receipt of the complaint.
2. Assign the matter for review.
3. Request additional information if required.
4. Contact relevant customers, partners, or service providers.
5. Review booking records and supporting documents.
6. Determine an appropriate resolution.
7. Communicate the outcome to the complainant.
Certain complaints may require coordination with accommodation providers, activity operators, transport partners, payment service providers, or other third parties.
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7. Resolution Timelines
GlobeOTA aims to process grievances as efficiently as possible.
Illustrative timelines are:
Stage Target Timeline
Acknowledgement of grievance Within 48 business hours
Initial assessment Within 5 business days
Resolution of standard complaints Within 15 business days
Complex cases requiring third-party investigation As reasonably practicable, with periodic updates
Actual timelines may vary depending on the complexity of the matter and the availability of information.
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8. Resolution Methods
Depending on the circumstances, GlobeOTA may:
* Provide clarification.
* Correct booking information.
* Coordinate with the service provider.
* Process an eligible refund.
* Offer an alternative solution where appropriate.
* Remove inaccurate content.
* Suspend fraudulent accounts.
* Reject complaints that are unsupported or outside GlobeOTA’s responsibility.
Any goodwill gesture offered by GlobeOTA does not constitute an admission of liability.
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9. Responsibilities of Users
Users submitting grievances should:
* Provide accurate information.
* Cooperate during the investigation.
* Respond to requests for additional information in a timely manner.
* Avoid submitting false or misleading complaints.
* Communicate respectfully with GlobeOTA representatives.
Knowingly submitting fraudulent or abusive complaints may result in action under the Terms & Conditions.
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10. Responsibilities of Partners
Partners are expected to:
* Cooperate with GlobeOTA investigations.
* Respond promptly to information requests.
* Honour confirmed bookings where applicable.
* Provide accurate records relating to disputed bookings.
* Work in good faith to resolve customer concerns.
Failure to cooperate may affect partner performance evaluations or result in action under the applicable partner agreement.
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11. Escalation Process
If a complainant believes that a grievance has not been satisfactorily resolved, they may request an escalation.
Escalated complaints will be reviewed by an appropriate senior representative or designated grievance team.
Escalation requests should include:
* Original complaint reference number
* Reason for requesting escalation
* Any additional supporting information
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12. Grievance Officer
In accordance with applicable legal requirements, GlobeOTA has designated a Grievance Officer to oversee grievance handling and regulatory compliance.
Grievance Officer
Name: Abhishek Singh
Designation: Grievance Officer
Company: Kilobyte Corporation Private Limited
Email: grievance@globeota.com (Replace with official email address)
Business Address: Kilobyte Corporation Private Limited, Gunawati, Makrana, Rajasthan - 341505
The Grievance Officer may be contacted regarding complaints that require formal review under applicable law.
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13. Limitations
GlobeOTA may not be able to resolve grievances relating to:
* Matters outside its control.
* Services not booked through GlobeOTA.
* Claims unsupported by available evidence.
* Disputes already subject to court proceedings or binding legal processes, where applicable.
Nothing in this Policy limits any legal rights available under applicable consumer protection or other laws.
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14. Confidentiality
Information provided during the grievance process will be handled in accordance with GlobeOTA’s Privacy Policy.
Information may be shared only where reasonably necessary to investigate or resolve the complaint or where required by law.
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15. Policy Updates
GlobeOTA may update this Grievance Redressal Policy from time to time to reflect:
* Changes in legal requirements.
* Business operations.
* Platform services.
* Internal complaint handling processes.
The updated version will be published on the Platform with the revised effective date.
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16. Contact Us
For general support or to submit a grievance, please contact:
GlobeOTA
A Product of Kilobyte Corporation Private Limited
Grievance Email: grievance@globeota.com
Support Email: support@globeota.com
Website: https://www.globeota.com