Contact & Grievance Redressal
Summary
- Emergency? Call your local emergency number (112 in India, 911 in the US). We are not an emergency service.
- Help with the app: [email protected] or Help & Support in the app.
- Complaints about content, your data or a purchase: [email protected]. We acknowledge within 24 hours.
1. Who we are
LORS Nexus, New Delhi, India (full postal address sent on request to [email protected]), operates Routemates and is the Data Fiduciary for your personal data. Business registration numbers (CIN/LLPIN, GSTIN) are published here as soon as they are issued.
2. Contacts
| For | Contact |
|---|---|
| Help with the app, account or payments | Help & Support in the app, or [email protected] |
| Privacy questions | [email protected] |
| Complaints (grievances) | [email protected] |
| Legal notices | [email protected], and by post to New Delhi, India (full postal address sent on request to [email protected]) |
3. Grievance Officer
The Grievance Officer, LORS Nexus Email: [email protected] · Post: New Delhi, India (full postal address sent on request to [email protected])
The Grievance Officer handles complaints under the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection (E-Commerce) Rules, 2020. One officer, resident in India as the IT Rules require, serves all three roles.
4. How to raise a grievance
Write to [email protected] (or use Help & Support → Report a privacy concern in the app) with:
- your name and contact details (and, if you are a user, the email or phone linked to your account);
- what the complaint is about — for content, a link or screenshot and the user or trip concerned;
- what you would like us to do.
Anyone may complain, including people who do not use Routemates.
5. Timelines
| Step | Time |
|---|---|
| Acknowledge your complaint | Within 24 hours |
| Remove content showing a person’s private area, nudity, a sexual act or impersonation in a morphed image, after that person (or someone on their behalf) complains | Within 24 hours |
| Resolve a complaint about content (IT Rules) | Within 15 days; requests to remove unlawful content within 72 hours |
| Resolve a complaint about your personal data (DPDP) | Within 30 days |
| Resolve a consumer complaint about a purchase | Within 1 month |
If you are not satisfied with how a content complaint was handled, you may appeal to the Grievance Appellate Committee (gac.gov.in) within 30 days of our decision.
6. If you are not satisfied
- Content decisions: appeal to the Grievance Appellate Committee within 30 days of our decision (gac.gov.in).
- Personal data: complain to the Data Protection Board of India, after first using our grievance process.
- Purchases: the National Consumer Helpline (1915, consumerhelpline.gov.in) or a Consumer Commission.
7. Law enforcement
Government agencies and courts can send lawful requests to [email protected]. We respond as required by law, including providing information within 72 hours of a lawful order under the IT Rules.