Verified: 1 May 2026 09:30 am IST
Industry: Self-Drive Car Rental & Marketplace
Jurisdiction: India
Primary Regulators: Ministry of Road Transport and Highways (MoRTH) & Dept of Consumer Affairs
Important Safety Warning: Beware of the massive “Security Deposit Refund Scam.” Scammers frequently buy ads on search engines displaying fake toll-free numbers for Zoomcar. This is a scam. Authentic Zoomcar support is driven primarily through the app. Zoomcar staff will never ask for your account password, OTP, or request you to scan a UPI QR code to manually process a security deposit refund.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (security deposit delays, booking cancellations, vehicle condition, or host disputes) directly via the Help & Support section within the Zoomcar mobile app, or by emailing the central helpdesk directly at Host.support.in@zoomcar.com. You can also reach their centralized customer care hotline at 0806-897-2200. For emergency roadside assistance (RSA) during an active trip, utilize the dedicated RSA button within your booking screen in the app.
Availability: The in-app Help section, SOS feature, and support email operate 24x7.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. Zoomcar aims to resolve standard Level 1 queries and app-based tickets within 24 to 48 hours from the receipt of the complaint.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 support fails, your security deposit refund is stalled, or your support ticket is closed without a satisfactory fix, you must formally escalate the issue. You must email the designated Grievance Officer directly at grievance.officer@zoomcar.com. You must include your registered phone number, email address, and the details of your Level 1 ticket (Booking ID). Written legal notices can be sent to their Corporate Headquarters (Zoomcar India Private Limited, Ground Floor, Enzyme Tech Park #4 Building, Domlur Service Rd 13, HAL Old Airport Rd, ISRO Colony, Bengaluru, Karnataka - 560071).
Timeline: Under their mandatory regulatory guidelines for e-commerce entities, the Grievance Officer must acknowledge escalated ticketing and service disputes within 24 hours and resolve them within a maximum of 15 days of receipt.
Level 3: Regulatory Authority (National Consumer Helpline)
Authority: If the Zoomcar corporate officers reject your claim or fail to resolve the issue, you must escalate the matter to the government regulators overseeing consumer protection in the e-commerce sector.
Portal/Contact: You must submit your grievance to the Department of Consumer Affairs via the National Consumer Helpline (NCH) portal (consumerhelpline.gov.in), via the Umang app, or by calling the central citizen toll-free helpline at 1915.
Timeline: Grievances escalated to the NCH are tracked with strict Service Level Agreements (SLAs), aiming for a targeted resolution response from the corporate entity within 30 to 45 days.
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Car rental service deficiencies do not require a specialized Ombudsman. The National Consumer Helpline (NCH) is your final pre-litigation mediation step if internal escalations fail to yield a resolution.
Court/Arbitration: If you are aggrieved by unrefunded security deposits, unfair damage charges, or severe negligence causing injury or major financial loss, you must file a formal complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, utilizing the e-jagriti portal (e-jagriti.gov.in).
Timeline: You must file the case within two years from the date the cause of action (the service failure) arose.
Community Action: Is Zoomcar refusing to refund an unfair cancellation fee or security deposit, or are you looking for the correct template to formally escalate a host dispute to the Bengaluru Headquarters? Reply below (do not share your passwords, bank details, or your exact Booking IDs), and our community will point you to the right resources!