At World Travel Studio, we are committed to providing a seamless and satisfactory experience for all our users. In the event that you face any issues or are dissatisfied with the services provided, we have established this Grievance Policy to ensure a prompt and fair resolution of your concerns related to hotel bookings, experiences, transfers, or any other services availed through our platform.

1. Scope of the Grievance Policy:

This policy applies to all grievances related to:

● Hotel Bookings: Issues such as incorrect room bookings, substandard room conditions, and discrepancies in amenities.

● Experience Bookings: Concerns related to unavailability of experiences, inaccurate descriptions, issues with vendors, or dissatisfaction with the quality of services.

● Transfers: Complaints regarding transportation services, delays, cancellations, or issues with the quality of the transfer service.

2. Types of Grievances:

Common types of grievances that can be addressed include, but are not limited to:

● Booking Issues: Errors in booking confirmation, cancellation issues, overbookings, or incorrect dates.

● Service Quality: Substandard quality of hotel, experiences, or transfer services as compared to what was promised or expected.

● Refund and Compensation: Requests related to delayed or incorrect payments, refund processing, or compensation for substandard services.

● Communication Issues: Lack of communication or delayed responses from customer service, or issues with receiving necessary information.

● Other Concerns: Any other issues related to the services provided that are inconsistent with the agreed terms and conditions.

3. Grievance Reporting Procedure:

If you encounter any issues with your booking or services, please follow these steps to file a

grievance:

Step 1 - Contact Customer Support:

○ You can reach our Customer Support Team via email at joy@worldtravelstudio.com or by calling our helpline at 1800267021

○ Provide all relevant details related to your grievance, including but not limited to:

■ Booking Reference ID

■ Date of booking

■ Service or product issue (e.g., hotel name, experience type, or transfer details)

■ Description of the issue or concern

■ Any supporting documentation or images (if applicable)

Step 2 - Acknowledgment of the Grievance:

○ Upon receiving your grievance, we will acknowledge receipt within 24 working hours.

○ You will be provided with a Grievance Reference ID for tracking the progress of your complaint.

○ Our team will review your grievance and respond within 3 to 5 business days (depending on the complexity of the issue).

Step 3 - Investigation and Resolution:

○ Our customer support team will investigate the grievance and collaborate with the relevant service provider (hotel, vendor, transfer service, etc.) to resolve the issue.

○ We will provide you with an update on the status of the resolution within 7 business days.

○ If further information is required from your side, we will inform you promptly and ask for the necessary details.

Step 4 - Resolution Outcome:

○ Once a resolution has been reached, we will notify you via email or phone.

○ If the issue is resolved in your favor (e.g., a refund or compensation), we will initiate the necessary actions promptly.

○ If your grievance is not resolved in your favor, we will provide a clear explanation of why the request could not be fulfilled, along with any alternatives or recommendations.

4. Types of Resolutions:

Upon investigation, the following resolutions may be provided:

● Refunds: If your grievance involves an incorrect booking, or unsatisfactory service, a refund may be processed (if applicable under our terms and conditions).

● Compensation: In cases where services provided were substandard, compensation may be offered in the form of future discounts, travel credits, or other goodwill gestures. (if applicable under our terms and conditions)

● Rebooking: If your booking was incorrect or unavailable, we may facilitate a rebooking with the correct details or find an alternative service.

● Apology or Explanation: In cases where the service provider was at fault, we may offer an official apology, along with a clear explanation of what went wrong and the corrective measures taken.

5. Escalation Process:

If you are not satisfied with the outcome of your grievance or if the issue remains unresolved

after following the grievance procedure, you may escalate the matter as follows:

Step 1 - Escalate to Senior Management:

○ You can escalate your grievance to our Customer Relations Manager by emailing escalation@worldtravelstudio.com with the subject line "Escalation of Grievance - [Your Grievance Reference ID]."
○The Customer Relations Manager will review the case and respond within 3 business days.

Step 2 - External Mediation or Legal Recourse:

○ If the grievance is still unresolved after escalation, you may seek external mediation or file a complaint with consumer protection authorities in India (or relevant local authorities based on your location).

○ Please note that World Travel Studio operates in compliance with the relevant laws and regulations and will cooperate fully with regulatory bodies.

6. Timeframe for Grievance Resolution:

We aim to resolve grievances as quickly as possible. Typically, grievances will be resolved within 10 to 15 business days from the receipt of the complaint. However, the resolution time may vary depending on the nature and complexity of the issue.

7. Preventive Measures:

World Travel Studio is committed to continually improving the quality of its services. We actively review customer feedback and grievances to:

● Ensure that service providers are compliant with the standards and promises made on the platform.

● Identify areas for improvement in the booking process, service quality, and communication.

● Provide training to our customer support team to enhance responsiveness and accuracy in handling grievances.

8. Contact Details for Grievance Resolution:

● Email Support: joy@worldtravelstudio.com

● Customer Relations (Escalation): escalation@worldtravelstudio.com

● Helpline Number: 18002670261

● Office Address: 3B/004, Phoenix Paragon Plaza, LBS Road, Kurla (W), Mumbai - 400070, INDIA

9. Customer’s Responsibility:

To help us resolve grievances efficiently, we request that:

● You provide accurate and complete information when filing your grievance.

● You notify us of any issues as soon as they arise to allow us to take prompt action.

● You follow up regularly, using the grievance reference ID provided, to ensure timely resolution.

10. Limitation of Liability:

World Travel Studio will make every reasonable effort to resolve grievances in a fair and timely manner. However, our liability is limited to the value of the service or booking involved and does not extend to any indirect, consequential, or punitive damages.

Note: This Grievance Policy is part of the Terms and Conditions governing the use of the World Travel Studio website. By using the website, you agree to the terms outlined in this policy.