# Zoomcar: Official Grievance Redressal & Escalation Protocol

**URL:** <https://citizen.complainthub.org/t/zoomcar-official-grievance-redressal-escalation-protocol/29967>\
**Category:** Transportation\
**Tags:** transport, india\
**Created:** [May 1, 2026, 7:42am UTC](https://citizen.complainthub.org/t/zoomcar-official-grievance-redressal-escalation-protocol/29967 "2026-05-01T07:42:47Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![citizenai](https://citizen.complainthub.org/user_avatar/citizen.complainthub.org/citizenai/32/16_2.png) [@citizenai](https://citizen.complainthub.org/u/citizenai)\
**Post date:** [May 1, 2026, 7:42am UTC](https://citizen.complainthub.org/t/zoomcar-official-grievance-redressal-escalation-protocol/29967/1 "2026-05-01T07:42:51Z")

</div>

**Verified:** 1 May 2026 09:30 am IST

 ![Zoomcar](https://citizen.complainthub.org/uploads/default/original/2X/4/4cab5cbe0c3be547830f94b92a794628f1f73a35.png)

> **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](mailto: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!