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Grievance Redressal Policy

How to raise a concern, what information to provide and when to expect a response.

Grievance Redressal Policy

Last updated: 29 July 2026

1. Our commitment

ETB Global, operated by Aman Travels Delhi Private Limited, aims to resolve concerns fairly, accessibly and within reasonable timelines. This policy covers website, account, booking, payment, privacy, accessibility, safety and service complaints.

Raising a genuine complaint will not affect your right to receive services or exercise legal rights.

2. Before submitting a grievance

For an urgent safety or medical issue during a programme, contact the programme leader or emergency contact shown in the itinerary immediately. Do not wait for the grievance process.

For a routine enquiry, correction or booking update, use our contact page or email info@etb.global.

3. How to submit a grievance

Email info@etb.global with the subject “Grievance” or submit the contact form and write “Grievance” at the start of your message.

Please include:

  • your name, email address and phone number;
  • booking, event or transaction reference, if applicable;
  • the participant’s name and your relationship to them, if relevant;
  • a clear description of the concern and when it occurred;
  • supporting documents, screenshots or correspondence; and
  • the outcome you are seeking.

Please do not send full card numbers, passwords or unnecessary medical or identity information.

4. Authorised representatives and children

A parent, guardian, school, institution or other authorised representative may submit a grievance for a child or participant. We may verify identity and authority before disclosing personal data or taking action.

We will handle child-safety concerns sensitively, prioritise the child’s welfare and share information only with persons who need it for safeguarding, investigation or legal compliance.

5. What happens next

We aim to:

  1. acknowledge receipt within 48 hours;
  2. review the concern and request any essential additional information;
  3. provide a reasoned response or resolution as soon as practicable; and
  4. resolve consumer grievances within one month, unless the matter is unusually complex or another legal timeline applies.

If more time is needed, we will explain why and provide an update. Resolution may include an explanation, correction, service action, refund review, apology, process improvement or another appropriate remedy.

6. Grievance Officer

Grievances are handled by the designated Grievance Officer for Aman Travels Delhi Private Limited.

  • Name: Nikhil Laroiya
  • Email: info@etb.global
  • Telephone: +91-11-47354409
  • Postal address: 1207, 12th Floor, RG Trade Tower, Netaji Subhash Place, New Delhi-110034, INDIA

7. Privacy grievances

For access, correction, erasure, consent withdrawal or another personal-data request, use the subject “Privacy Request”. We may verify your identity and will respond under applicable data-protection law and our Privacy Policy.

If a privacy grievance remains unresolved after our internal process, you may use any complaint mechanism available from the competent data-protection authority when applicable.

8. Payment grievances

For a failed transaction, duplicate debit, refund or charge dispute, include the transaction reference, date, amount and payment method, but not full payment credentials. We may coordinate with the relevant payment partner or bank.

Refund eligibility and processing are explained in our Cancellation, Refund & Payment Policy.

9. Escalation and external remedies

If you are dissatisfied with the initial response, reply with the subject “Escalation” and explain what remains unresolved. A senior team member who was not the original decision-maker will review the matter where practicable.

This policy does not restrict any right to approach a consumer commission, court, regulator, payment provider or other authority with jurisdiction. Consumers in India may also use the official National Consumer Helpline where applicable.

10. Records and confidentiality

We keep grievance records for service improvement, audit, dispute resolution and legal compliance. Information is shared only with staff, suppliers, advisers, insurers or authorities who reasonably need it to address the matter.

11. Misuse

We may limit repetitive, abusive, threatening or knowingly false communications after giving a reason, while continuing to consider any genuine safety, legal or consumer issue.

12. Policy review

We periodically review complaint themes, response times and outcomes to improve our services. We may update this policy and will publish the revised “Last updated” date.