Section 7
Grievance Redressal
Draft: not yet in force
Draft of 7 October 2026 for review by a qualified Indian lawyer before publication. It is not legal advice.
Vihara is a product of Naptrix Labs Private Limited, a company incorporated in India with its registered office in Hyderabad, Telangana (“Naptrix Labs”, “Vihara”, “we”, “us”). Vihara runs an online marketplace that connects people who want a chauffeur-driven vehicle for a long trip (“Travellers”) with owners of commercial vehicles who provide the vehicle and driver (“Hosts”).
Any complaint about a trip, a charge, your data or content on Vihara can be raised in the app (Help → Raise a complaint) or with our grievance officer directly.
| Step | Timeline |
|---|---|
| We acknowledge your complaint | Within 24 hours (48 hours at the latest) |
| We resolve it and tell you the outcome | Within 15 days for complaints under the IT Rules; within 1 month for consumer complaints |
| Data rights requests (section 3.7) | Within 30 days |
Grievance Officer: Naptrix Labs Private Limited, Hyderabad, Telangana. Email: support@viharatravel.com, 10:00 to 18:00 IST, Monday to Saturday.
If you are not satisfied, you can approach the consumer commission under the Consumer Protection Act, 2019, the National Consumer Helpline (1915), or, for data protection matters, the Data Protection Board of India.
Company details: Naptrix Labs Private Limited, Hyderabad, Telangana.