At Couponfares India Private Limited, we are committed to maintaining transparency, accountability, and prompt resolution of concerns raised by our registered travel partners, agents, and customers.

In accordance with applicable regulatory and compliance norms, Couponfares has appointed a Nodal Officer to address grievances related to booking services, failed transactions, refunds, settlements, and other service-related matters. Partners who are unable to obtain a satisfactory resolution through our standard support channels may escalate the matter to the Nodal Officer.

Grievance Redressal Process

To ensure proper handling of queries and complaints, the following escalation process may be followed:

Level 1 – Customer Support

Partners should first raise a support request through the Couponfares support desk / account manager for booking-related issues.

Level 2 – Nodal Officer Escalation

If the issue remains unresolved for 48 hours, the matter may be escalated to the Nodal Officer by sending an email with complete transaction details, booking reference number, and supporting documents.

Response Timeline:

• Complaint acknowledgment: Within 48 hours
• Resolution timeline: Within 5–7 working days, depending on the nature of the issue.

Refund Policy & Failed Booking TAT

For failed or unsuccessful bookings where payment has been debited but booking confirmation is not generated, the refund will be processed as per the following timeline:

• UPI / Wallet Payments: 3–5 working days
• Debit / Credit Card Payments: 5–7 working days
• Net Banking: 5–7 working days

*Refund timelines may vary depending on airline, supplier, or banking partner processing cycles.