Grievance Redressal
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HostelPups is operated by Webstreax Private Limited. This page is our grievance redressal mechanism, published as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
Where to send a grievance
- support@hostelpups.comPut Grievance in the subject line so it is routed correctly.
Grievances are currently received and handled by Webstreax Private Limited at the address above. The name and direct contact details of the designated Grievance Officer will be published on this page, and the timelines below apply to every complaint in the meantime.
What to include
We can only act on what we can identify. A complaint that includes the following gets resolved in one round instead of three:
- Your name, and the email address or phone number on your HostelPups account.
- What the complaint is about — a listing, an owner, a payment, your own data, or the platform itself.
- The page URL, listing name, or transaction reference if there is one.
- What happened, with dates. Screenshots help.
- What outcome you are asking for.
Our timelines
24h
Acknowledgement
We confirm receipt of your complaint within 24 hours and give you a reference to quote.
15 days
Resolution
We dispose of the complaint within 15 days of receipt — the maximum allowed under the IT Rules, 2021. Most take far less.
If a complaint needs information from a third party (an owner, a payment provider), we will tell you that in the acknowledgement and still close it inside the 15-day window, even if the answer is "we could not substantiate this".
What we can and cannot do
HostelPups is an intermediary. We are not a broker, agent, landlord, or a party to any rental agreement. That shapes what a grievance can achieve here.
We can:
- Take down or suspend a listing that is inaccurate, unlawful, or misrepresented.
- Suspend or ban an owner account, and remove content that breaches our terms.
- Refund a platform fee we charged you, where our refund policy applies.
- Correct, export, or delete your personal data — see our Privacy Policy.
We cannot:
- Recover rent, a token amount, or a security deposit paid directly to an owner — we never hold that money.
- Enforce or rewrite a rental agreement you signed with an owner.
- Act as your legal representative in a dispute with an owner.
Data protection complaints
Complaints about your personal data — access, correction, deletion, or misuse — go to the same address, and follow the same 24-hour and 15-day timelines. Write Data request in the subject line. What we hold and why is set out in the Privacy Policy.
If you are not satisfied
Reply to our resolution email and ask for a review — that reaches the person handling grievances for Webstreax Private Limited, and it is the fastest route.
If you are still unsatisfied, you are free to escalate outside HostelPups. Indian consumers can approach the National Consumer Helpline at consumerhelpline.gov.in, or the appropriate Consumer Commission under the Consumer Protection Act, 2019. Nothing on this page limits that right, and we will not treat an escalation as a reason to close your account.
Who you are dealing with
- Operating entity
- Webstreax Private Limited
- Platform
- HostelPups — hostelpups.com
General questions that are not complaints are better sent through Contact. Your rights and obligations as a user are set out in the Terms of Service.