Support
Most things below answer themselves. Anything they do not, write to us — a person reads it.
If someone is hurt or in danger
Do not email us. Call 112 — it reaches ambulance, police and fire, so you do not have to decide which you need.
Bookings, payments and refunds
- I paid, but my booking still says payment pending
- Payment confirmation reaches us from Razorpay a moment after you pay, and occasionally it is delayed. If it has been more than a few minutes, email us with your booking reference — do not pay again. If the money left your account, the booking is ours to fix.
- How do I cancel, and what do I get back?
- Open the booking in your trips and cancel there. The refund is shown before you confirm, so nothing is decided behind your back. The full schedule is in the cancellation policy.
- Where is my refund?
- It goes back to whatever you paid from — we cannot send it anywhere else. Once we start it, banks usually take five to seven working days to show it. If it has been longer than that, email us with the booking reference.
- I need to change the dates or the number of guests
- There is no way to edit a confirmed booking yet. Talk to us before cancelling — if the host can accommodate the change, we would rather arrange it than have you lose part of your payment to the cancellation schedule.
- I need a receipt
- Every booking has one at
/bookings/…/invoice, reachable from the booking page, and it prints. It is a receipt rather than a GST tax invoice: MaladTrip is not registered under GST, so no tax is charged and none can be reclaimed. - The host is not responding
- Email us with the reference. If a provider goes silent before a confirmed booking, we will chase them and, failing that, cancel and refund you in full — a provider cancellation always refunds everything, whenever it happens.
Hosts, guides and businesses
- My listing is still waiting for review
- Everything new or edited goes through our team before it is public, including edits to a listing that was already live. If it has been more than a couple of days, email us — a listing stuck in review is usually one where we needed something we did not ask for clearly enough.
- When am I paid?
- 2 days after the stay or activity ends, to the bank account or UPI ID on your profile. The delay is deliberate: it leaves room for a guest to raise a problem while it can still be fixed. You can see every payout and its status on your dashboard.
- A review is unfair
- You get one public reply to every review, which is usually the better answer — readers weigh a calm reply heavily. We remove reviews that are abusive, name private individuals or are not about the booking. We do not remove one for being negative.
- I run a restaurant, taxi or shop rather than a stay
- List it the same way — pick the category on the first step of the listing form and it asks only what applies to you. Those listings are a directory: travellers ring you directly, nothing is booked or paid through MaladTrip, and we take no commission.
Your account
- I cannot sign in
- Use the password reset on the sign-in page. If you first signed up with Google, sign in with Google rather than a password — the two are the same account but only one of them has a password.
- I want my data, or I want it deleted
- Both are your right under the DPDP Act. Most of it you can do from your account; for the rest, write to privacy@maladtrip.in. What we must keep, and for how long, is set out in the privacy policy.
- I am not getting booking texts
- Booking SMS needs a phone number on your account, and an account created with Google often has none. Add one in your account. Confirmation emails go out either way.
Write to us
One address, read by the people who built this. There is no phone line and no live chat — we would rather say so than route you to something nobody answers.
- Anything at all
- support@maladtrip.in
- Your personal data
- privacy@maladtrip.in
Include your booking reference if you have one — it is the short code beginning MT- on your booking and receipt. It saves us asking.