Contact, Hours & Escalation
Primary Support
Languages: English & Hindi
Response SLAs
- General queries: acknowledge within 24 hours; resolution within 72 hours.
- Payments/refunds: acknowledge within 24 hours; resolution within 5–7 business days after approval.
- Safety & abuse: immediate acknowledgment; priority handling.
Grievance & Legal (India)
Grievance Officer: Harshit Agarwal
Email: contact@cosotrip.com
Registered Office: E-268, East of Kailash, New Delhi, 110065, India
Escalation Matrix
- L1: Support Team – contact@cosotrip.com
- L2: Compliance – compliance@cosotrip.com
- L3: Grievance Officer – contact@cosotrip.com
Acknowledgment within 24 hours; resolution within 15 days per applicable Indian rules.
App Help (iOS & Android)
Minimum Requirements
- ✅iOS 14+ (iPhone, iPad) • Android 8.0+ (Oreo)
- ✅Stable internet connection & SMS/Email access (OTP)
- ✅Latest app version from App Store / Google Play
Common Fixes
- Force close & reopen the app; ensure you’re on the latest version.
- Check time/date are automatic; allow notifications & location (optional for trip relevance).
- Clear cache (Android: Settings → Apps → Cosotrip → Storage → Clear cache).
Known Issues & Workarounds
- OTP not received: toggle airplane mode, check spam, request email OTP.
- Payment page stuck: retry after 60s; avoid duplicate taps; check bank SMS.
- KYC doc upload fails: compress to <10MB; use JPG/PNG/PDF; retry on Wi-Fi.
Need help? Send screenshots and your device details to contact@cosotrip.com.
Traveler / User Support
Bookings & Cancellations
- Open Bookings → select trip → Cancel/Request Refund.
- Review the cancellation policy selected by the Host at booking.
- Submit. You’ll receive an email confirmation and TAT.
Platform/Convenience Fee is non-refundable unless required by law. See Policies.
Payment Issues
- Debited but booking not confirmed? It usually auto-reverses within 48–72 hours.
- Double charge? Share both Transaction IDs; we’ll reconcile with the gateway.
- Chargeback received? We’ll respond with evidence and keep you posted.
Host / Partner Support
KYC & Compliance
- Required: Legal Name, Address & PIN code, Government ID (individual) or authorized signatory ID (entity), PAN (Tax ID), bank details for settlements.
- Purpose: fraud prevention, payouts, and Indian tax compliance.
Need help with verification? Email partners@cosotrip.com.
Listings, Pricing & Policies
- Set clear inclusions/exclusions, itinerary, and difficulty/safety notes.
- Choose a cancellation policy (Flexible/Partial/Non-refundable). This governs traveler refunds.
- Respond to traveler messages within 24 hours for better conversions.
Payments, Refunds & Chargebacks
Payment Flow (Summary)
- Supported methods: Cards, NetBanking, UPI, Wallets (via compliant gateways).
- Advance/Deposit charged per trip terms; balance may be payable to Host as specified at booking.
- Refunds: Initiated post approval under the chosen cancellation policy; standard TAT 5–7 business days (bank dependent).
Platform/Convenience Fee (and taxes on it) is non-refundable unless required by law or noted otherwise.
Disputes & Chargebacks
- If a cardholder disputes a transaction, we provide evidence (invoice, logs, policy consent).
- Hosts must share proof of service delivery on request within 48 hours.
- Outcomes follow card network rules. We’ll keep both parties informed.
Gateway Onboarding Disclosures (For Payment Partners)
- Legal Entity: Cosotrip Adventures Private Limited
- Registered Address: E-268, East of Kailash, New Delhi, 110065, India
- Nature of Business (MCC): Travel/Experiences marketplace – community/group trip bookings (non-tangible services).
- Fulfilment: Services fulfilled by Hosts/Organizers; Cosotrip is a discovery & booking platform.
- Customer Support: contact@cosotrip.com • +91-9796979633 • 09:00–21:00 IST
- Refunds/Cancellations: As per host-selected policy shown at checkout; standard refund TAT 5–7 business days after approval.
- Taxes: GST applicable on Cosotrip fees; Hosts are responsible for their tax compliance.
- Policies & T&Cs: See Policies & Legal below (Terms, Privacy, Cancellation/Refund, Payments).
- Grievance: Harshit Agarwal, contact@cosotrip.com
Policies & Legal
Key Summaries
- Terms of Use: Cosotrip is a marketplace. Hosts provide services; travelers contract with Hosts. Cosotrip provides discovery, booking, and limited support.
- Cancellation & Refund: Governed by the policy chosen at booking (Flexible/Partial/Non-refundable). Platform fee is non-refundable unless required by law.
- Payments: Secure gateway processing; settlements per policy; fraud checks may apply.
- Content & Reviews: Must be truthful and respectful; unlawful content is prohibited.
- Safety: Adventure activities have inherent risks. Travelers must evaluate fitness and follow host guidance.
Full detailed policies (print-ready) are available on request at legal@cosotrip.com.
Contact for Policy Requests
Email legal@cosotrip.com to receive:
- Terms of Use (Hosts & Travelers)
- Privacy Policy & Cookie Policy
- Cancellation & Refund Policy
- Payment Policy
- Host Agreement (commercial)
Safety & Reporting
Emergency
If you or others are in danger, contact local authorities immediately. Use the in-app Report option to notify us.
Report Abuse or Fraud
Email safety@cosotrip.com with booking ID, host name, and evidence (screenshots, receipts). We may suspend listings pending review.
Privacy, Data Access & Account Deletion
Data We May Collect
- Account: name, email, phone (for OTP/login).
- Hosts: address & PIN, government ID / authorized signatory ID, PAN, bank details (for payouts).
- Usage: device info, logs, crash data to improve reliability.
We collect only what’s necessary for safety, fraud prevention, bookings, and legal compliance.
Your Rights
- Access/Export: Email privacy@cosotrip.com from your registered email.
- Correction: Edit profile in-app or email support.
- Deletion: App → Profile → Settings → Account → Delete Account, or email privacy@cosotrip.com.
Account deletion within 7 days; legal/backup archives may persist up to 90 days.
Accessibility
Cosotrip aims to meet WCAG 2.1 AA for web and mobile. If you face any barriers, contact access@cosotrip.com with your device/OS and steps to reproduce.
Compliance Disclosures (for App Stores & Payment Gateways)
Company Details
- Legal Name: Cosotrip Adventures Private Limited
- Operating Country: India
- Grievance Officer: Harshit Agarwal (contact@cosotrip.com)
- Phone: +91-9796979633
- Jurisdiction: Courts of New Delhi, India
Data & Permissions Rationale
- Address & PIN (Hosts): KYC, fraud prevention, and tax compliance.
- PAN (Hosts): Tax compliance for payouts.
- Govt ID / Signatory ID: Verify identity/authorization for entities.
- Optional Location: Improve trip relevance and safety info (user-controlled).
System Status
All systems are operational. If you experience issues, please report at status@cosotrip.com with your app version and device.
Frequently Asked Questions
Can I change traveler details after booking?
Minor corrections are usually fine; material changes may require host approval or rebooking. Contact support with your Booking ID.
My refund is delayed. What can I do?
Banks typically take 5–7 business days post approval. Share the ARN/UTR from our email so your bank can trace it.
Do you insure trips?
Insurance is not included by default. Some hosts may offer add-ons; you can also purchase third-party travel insurance.