Cosotrip Support

Primary Support

Email contact@cosotrip.com
Phone +91-9796979633
Hours 09:00–21:00 IST, 7 days

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

1. L1: Support Team – contact@cosotrip.com
2. L2: Compliance – compliance@cosotrip.com
3. L3: Grievance Officer – contact@cosotrip.com

Acknowledgment within 24 hours; resolution within 15 days per applicable Indian rules.

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.

Bookings & Cancellations

1. Open Bookings → select trip → Cancel/Request Refund.
2. Review the cancellation policy selected by the Host at booking.
3. 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.

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.

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.

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)

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.

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.

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).