Grievance redressal policy

If something has gone wrong, we want to hear it and fix it. This page sets out how to raise a complaint, who deals with it, how quickly we respond, and what to do if you are not satisfied with our answer.

1. What counts as a grievance

Any of these can be raised as a grievance.

• A plan payment you were charged and believe is wrong, or a refund you are waiting on.
• A dealer account that was suspended, blocked or rejected, and you think the decision is wrong.
• A listing that was removed, or a message or offer that you believe was handled incorrectly.
• A document you shared that you believe was visible to someone it should not have been.
• Harassment, abuse or impersonation by another dealer on the network.
• How we handled your personal data, including a request to access, correct or delete it.
• Any other problem where you feel you have been treated unfairly.

2. How to raise a complaint

• By email - write to support@mobi24.in. Email is best because it gives both sides a written record.
• By phone - call +91 99604 55992 during Monday to Saturday, 10:00am - 7:00pm IST.
• In the app - use Help & Support inside the CarsBook app.

Please include whatever will help us find your account quickly:

• the mobile number or email address on your dealer account,
• what happened, and the date it happened,
• what outcome you are looking for,
• any car registration number, offer or message the complaint is about.

You do not need to send any document to raise a complaint. We will ask for one only if it is genuinely needed to investigate, and we will tell you why.

3. Who handles your complaint

Every complaint goes to the CarsBook grievance officer. The same person handles the first response and the resolution, so you are not passed between teams.

• Grievance Officer, CarsBook - handles the complaint from first response to outcome.
• Contact - support@mobi24.in | +91 99604 55992 | Monday to Saturday, 10:00am - 7:00pm IST

The registered business address for CarsBook will be published here and in our app once it is confirmed. We would rather leave this blank than print an address that is not ours.

4. How quickly you will hear back

• Acknowledgement within 48 hours of receiving your complaint. You will get a reference so you can point to it later.
• A resolved outcome, or a clear update within 15 days. If it needs longer, we will tell you why and how much longer.

These are the timelines we hold ourselves to. If a complaint concerns a live deal between two dealers, we will prioritise it, because a delay there costs someone money.

5. If you are not satisfied with our answer

Escalate in writing to the Nodal Officer, quoting the reference number from our first reply.

• Nodal Officer, CarsBook - reviews the complaint afresh. This is a second look by someone who was not the original handler.
• Contact - support@mobi24.in | +91 99604 55992 | Monday to Saturday, 10:00am - 7:00pm IST

If the Nodal Officer's answer still does not resolve it, you can take the matter to the consumer forum or the appropriate authority. Nothing in this page stops you from doing that.

6. What we ask of you while a complaint is open

• Keep the listings, messages and offers that are part of the complaint intact until it is resolved.
• Tell us quickly if new information appears.
• Do not publish the same dispute publicly while it is being investigated. Raising it here is the route that gets it fixed.

7. Complaints about another dealer

If the problem is another dealer's behaviour rather than something CarsBook did, tell us anyway. We cannot act on their behalf, but we can look at their account and, where our rules are broken, act on that.

Remember that CarsBook introduces dealers to each other. Vehicle payments, registration certificate transfers and physical inspections happen between the two dealers, not through us, so we can only help with the part that happens on our platform.

Also read the terms of use, the privacy policy and the refund policy.