1. Statutory Grievance Officer
In accordance with the Information Technology Act 2000, the Consumer Protection (E-Commerce) Rules 2020, and the Digital Personal Data Protection Act 2023, the designated Grievance Officer for Hoppr Mobility Private Limited is:
- Officer Name: R. Srinivasan
- Designation: Head of Legal & Regulatory Compliance
- Email Address: grievance@hoppr.example
- Physical Address:
Hoppr Mobility Private Limited
Level 3, Hub 27, 27th Main Road
HSR Layout, Sector 2
Bengaluru, Karnataka 560102, India
2. What You Can Raise
You can raise a grievance about any part of the Hoppr service, including:
- a fare, refund, or cancellation fee you believe is wrong;
- a Captain's or rider's conduct during a ride;
- a safety incident, including a helmet or hygiene cap that did not meet our Clean Lid standard;
- how we collected, used, or shared your personal data;
- an account suspension you disagree with.
Urgent safety issues during a ride should always go to SOS in the app first. Our safety team is available 24×7.
3. How to File
- Start in the app: most issues are fastest from Help on the trip receipt, which attaches your trip details automatically.
- Write to the Grievance Officer: if the issue is not resolved, or is not about a single trip, email grievance@hoppr.example with your registered phone number, the trip ID if there is one, and what outcome you are asking for.
- By post: you may also write to the physical address above.
4. Response and Escalation Timeline
- Acknowledgement: All complaints received by the Grievance Officer will be formally acknowledged via email within 48 hours of receipt with a unique tracking ticket number.
- Resolution: The Grievance Officer will investigate and provide a full resolution within 15 business days from the date of acknowledgement.
- Updates: If we need more information from you, we will ask once, in writing, and the timeline pauses until you reply.
5. National Consumer Helpline (NCH) Escalation
If you remain dissatisfied with the resolution provided by Hoppr's Grievance Redressal mechanism, you may escalate your consumer complaint to the Department of Consumer Affairs, Government of India:
- National Consumer Helpline: 1915 (Toll-Free)
- Portal: consumerhelpline.gov.in
Complaints about personal data may also be escalated to the Data Protection Board of India once our process is complete.
6. Our Commitments
We will not close a grievance without telling you the outcome and the reason for it. Filing a grievance never affects your ability to book rides or, for Captains, to go online.