Consumer Support Policy

This policy explains how to reach PanditConnect support, when we are available, how support requests are handled, and how to escalate an unresolved matter.

1. Support channels

• In-app and website support: raise a ticket from your account, the recommended channel for booking-related queries.
• Email: support@panditconnect.com
• Phone: +91 80 4718 2200

For account security, please contact us using the registered details associated with your booking.

2. Support hours

Support is available during Mon–Sat, 9am–7pm IST. Requests received outside these hours are handled on the next working day. Timelines may vary during festivals and public holidays.

3. How support requests are handled

• Raise — submit a request with your booking reference and details.
• Acknowledge — you receive a ticket reference for tracking.
• Triage — the request is prioritised by type and urgency, with time-sensitive booking issues handled first.
• Respond & resolve — our team responds and works with you toward a resolution, requesting more information if needed.
• Close — the ticket is closed once resolved; you may reopen it if the issue persists.

We aim to provide a first response within 24 hours for standard requests; complex matters may take longer and you will be kept informed of progress.

4. Escalation path

If your request is not resolved to your satisfaction through standard support, you may escalate it to our Grievance Officer as described in our Grievance Redressal Policy. Refund and cancellation matters are governed by our Refund & Cancellation Policy.