Complaints & grievances

We keep a case record for every complaint so follow-up does not depend on a single email or chat session.

How to raise a complaint

1. For an active ride, open the trip and choose Help.
2. For account, payment, safety or privacy issues, email support@chale.in.
3. Include your ride or payment reference, but never send an OTP or full card number.

What happens next

Your complaint receives a case id. The platform records a 48-hour acknowledgement target and a 30-day resolution target while the team investigates the ride, payment or safety event.

Grievance officer

Content and conduct grievances can also be sent to grievance@chale.in. The appointed officer's name and registered office address must be published here before public launch.