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Support Policy – Grab That Trip

Welcome to Grab That Trip. We are a travel brand operating in Dubai, UAE and India, dedicated to providing reliable, transparent, and timely customer support to all our travelers.

This Support Policy explains how customers can reach us, the scope of assistance we provide, response timelines, and support-related responsibilities when using our website or travel services.

By using our services, you agree to this Support Policy.

1. Scope of Customer Support

Our support services cover assistance related to:

• Flight, hotel, holiday package, and travel bookings
• Booking confirmations, vouchers, and itinerary details
• Modifications, rescheduling, or cancellations (as per supplier policies)
• Payment issues, invoices, and refund queries
• Visa guidance and documentation support (advisory only)
• Travel insurance and add-on service queries
• General travel-related information and assistance

2. Support Channels

Customers can contact Grab That Trip through the following official channels:

📞 Phone: +91 89299 19292

📧 Email: info@grabthattrip.com

🌐 Website: https://www.grabthattrip.com/

All official communication should be made only through the above channels to ensure data security and accurate assistance.

3. Support Availability & Response Time

• Our customer support team operates during standard business hours for India & UAE.
• Emails and contact form queries are typically responded to within 24–48 working hours.
• Response time may vary during peak travel seasons, public holidays, or due to third-party service provider delays.

Urgent travel-related issues should be communicated via phone for faster resolution.

4. Booking Changes, Cancellations & Refund Support

• All booking changes, cancellations, and refunds are governed by airline, hotel, or service provider policies.
• Grab That Trip acts as a facilitator and will assist in coordinating with suppliers on your behalf.
• Refund timelines typically range between 7–14 working days, depending on the provider and payment method.
• Service fees, if applicable, may be non-refundable.

We recommend reviewing cancellation and refund terms before confirming bookings.

5. Customer Responsibilities

To ensure smooth support, customers are responsible for:

• Providing accurate personal, travel, and contact information
• Reviewing booking details, policies, and documents shared
• Contacting support promptly for any discrepancies or issues
• Carrying valid travel documents (passport, visa, tickets, insurance)

Grab That Trip is not responsible for issues arising from incorrect or incomplete information provided by the customer.

6. Third-Party Services

Many travel services are delivered by third-party providers such as airlines, hotels, visa authorities, and tour operators.

While we assist in coordination and communication, Grab That Trip is not liable for:

• Delays, cancellations, or service failures caused by third parties
• Airline schedule changes or operational disruptions
• Government decisions related to visas, immigration, or travel restrictions

7. Complaints & Escalation

If you are not satisfied with the support provided:

• You may escalate the issue by emailing info@grabthattrip.com with complete booking details.
• We will investigate and respond within a reasonable timeframe in accordance with Indian and UAE consumer laws.

8. Data Protection & Privacy

All support-related communication and customer data are handled in accordance with our Privacy Policy and applicable data protection laws in India and the UAE.

9. Policy Updates

Grab That Trip reserves the right to update this Support Policy at any time to reflect operational, legal, or service changes. Updated versions will be published on our website, and continued use of our services implies acceptance of the revised policy.

10. Contact Information

For any support-related queries or assistance, please contact:

Grab That Trip