grievances.
v1.1 · updated 7 november 2026
1. Contacts
Ticketway Entertainment Private Limited, Mumbai, Maharashtra.
- Grievance Officer: grievance@ticketway.in, Monday to Saturday, 10:00 to 19:00 IST
- Nodal contact person (resident in India, for compliance and for authorities): legal@ticketway.in
- Customer care: You → Help in the guest app, Ticketway HQ → Help, or support@ticketway.in
2. Making a complaint
2.1 Raise a complaint in the guest app (You → Help), in Ticketway HQ (Ticketway HQ → Help), or by email to the Grievance Officer.
2.2 Include: your name; the mobile number on your account; the booking reference (TW-…) where relevant; what happened; and what you ask us to do. Attach anything that supports it.
2.3 We give you a complaint number and a copy of your complaint as recorded.
2.4 Complaints are free. We take no action against anyone for a complaint made in good faith.
3. Timelines
| Complaint | Acknowledged within | Resolved within |
|---|---|---|
| Bookings, payments, refunds, listings, or any other part of our service | 48 hours | 1 month |
| Information on Ticketway that breaches the Terms of Use or the law | 24 hours | 7 days |
| Request to remove information that is harmful to children, impersonates a person, or invades privacy | 24 hours | 36 hours |
| Information exposing the private area of, showing nudity or a sexual act involving, or impersonating in morphed images, the person complaining | Immediately | 24 hours, and sooner where the law requires |
| Personal data (access, correction, erasure, consent, nomination) | 48 hours | 30 days |
Where a complaint falls under more than one row, the shorter time applies. Times run from receipt of the complaint.
4. Complaints about a host
4.1 Every host appoints a grievance officer. Each host's name and contact details are on its listings, and you can reach the host through us.
4.2 If you complain to us about a host, we forward the complaint to the host and follow it up. The host must acknowledge it within 48 hours and resolve it within one month. If it does not, Ticketway decides the complaint under clauses 2.5 and 2.7 of the Refund and Cancellation Policy.
5. Escalation
| Subject | Where to go next |
|---|---|
| Any consumer complaint | National Consumer Helpline: 1915, consumerhelpline.gov.in or the NCH app. A complaint may also be filed online before a Consumer Commission through e-Jagriti, including the Commission where you reside or work. |
| A decision on information on Ticketway under the IT Rules | Grievance Appellate Committee: appeal within 30 days of our decision at gac.gov.in. |
| Personal data | Data Protection Board of India, after our process under clause 3. |
| Fraud or cyber crime | National Cyber Crime Reporting Portal: cybercrime.gov.in, or 1930. Please also tell us. |
6. Organisers
6.1 Organisers and their teams raise complaints about Ticketway through Ticketway HQ → Help or with the Grievance Officer, on the timelines in clause 3. Disputes under the Organiser Agreement are resolved under its clause 29.
7. Authorities
7.1 Orders and requests from courts, police and government agencies with lawful authority are to be sent to the nodal contact person at legal@ticketway.in. Ticketway responds within the time the law requires.