PayalCab
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Last updated: September 2026

If something about your booking or about this website has gone wrong, we want to hear about it and put it right. This page explains how to raise a complaint, what happens after you do, and how to reach our Grievance Officer.

1. Step one - talk to us

Most problems are sorted out fastest by contacting us directly:

Please have your booking ID ready, along with the travel date and the pickup and drop cities. It helps us find your trip immediately.

2. Step two - escalate to the Grievance Officer

If your complaint has not been resolved, or you are not satisfied with how it was handled, you can escalate it to our Grievance Officer, appointed in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Grievance Officer
PayalCab
B-16 Sanjivani Society, Chalthan, Surat, Gujarat 394305, India
Email: info@payal.cab
Phone: +91 70965 05911
Hours: Monday to Saturday, 10:00 - 19:00 IST

Please write "Grievance" in the subject line and include your booking ID, what happened, what you have already been told, and what outcome you are asking for.

3. What happens next

  • We acknowledge your grievance within 24 hours of receiving it.
  • We resolve it within 15 days of receipt, as required by the Rules.
  • Where the complaint concerns content that is unlawful on its face, we act as quickly as the Rules require, and within 24 hours for the categories the Rules treat as urgent.
  • We will tell you the outcome and the reasons for it. If we need longer because we are waiting on a driver, an operator or a payment provider, we will tell you that too, and why.

4. Refunds and cancellations

Complaints about money follow our Cancellation & Refund Policy. Where a refund is due, it is made to the original payment method. Bank and UPI settlement timelines are set by your bank, not by us.

5. Data protection requests

To see, correct or delete the personal data we hold about you, or to withdraw a consent you gave us, write to the same address with "Data request" in the subject line. How we handle personal data is set out in our Privacy Policy.

6. If you are still not satisfied

If you remain dissatisfied after our final response, you may approach the National Consumer Helpline on 1915, the consumer grievance portal at consumerhelpline.gov.in, or the appropriate consumer forum.