Quick Summary If something goes wrong, contact us — we want to fix it. Email or WhatsApp us within the timeframes below. Most issues are resolved within 15 business days. If we cannot resolve your complaint, you have the right to go to arbitration or approach a consumer forum.

1. Our Commitment

HMX Global Travels takes all complaints seriously. We aim to resolve every genuine complaint promptly, fairly, and with empathy.

2. How to Raise a Complaint

All complaints must be submitted in writing:

• Email: support@hmxglobaltravels.in
• WhatsApp: +91 83979 04350
• Letter: Our registered office address

Phone complaints will be acknowledged but must be followed up in writing within 48 hours to be formally processed.

3. When to Raise a Complaint

4. Our Resolution Process

Step 1 — We acknowledge your complaint within 48 business hours.

Step 2 — We investigate within 7 business days, including speaking with the relevant supplier where needed.

Step 3 — We respond with a resolution within 15 business days. If supplier involvement is required, this may extend to 21 business days.

Step 4 — Escalation: If you are not satisfied, you may request escalation to senior management. We will review and respond within 7 additional business days.

5. Formal Dispute Resolution

If a complaint cannot be resolved through the steps above:

Arbitration: Either party may refer the dispute to arbitration under the Arbitration and Conciliation Act, 1996. Seat of arbitration: Haryana, India. Language: English. Decision is final and binding.

Consumer Forum: You also have the right to approach the National Consumer Disputes Redressal Commission (NCDRC) or your State Consumer Forum under the Consumer Protection Act, 2019.

6. Contact Us