Customer Support Policy

This Contact & Customer Support Policy governs the communication channels, customer assistance services, complaint handling procedures, escalation mechanisms, response timelines, and support-related interactions provided by Dreams Yatri (OPC) Private Limited (hereinafter referred to as “Dreams Yatri”, “Company”, “we”, “our”, or “us”).

This Policy applies to all users, customers, travelers, website visitors, and individuals who contact Dreams Yatri through the official website, customer support systems, social media platforms, email communication, WhatsApp support, call centers, CRM systems, offices, or any other authorized communication channels operated by Dreams Yatri.

By accessing or using the services of Dreams Yatri, users acknowledge that they have read, understood, and agreed to this Contact & Customer Support Policy along with all other applicable company policies.

Dreams Yatri endeavors to provide customer assistance and support services for travel-related inquiries, bookings, cancellations, refunds, payment issues, operational support, travel modifications, visa assistance, complaint resolution, technical assistance, and general customer communication.

Customer support services may be provided through:

• Email support,
• Phone support,
• WhatsApp support,
• CRM communication systems,
• Social media communication,
• Website inquiry forms,
• Offline office communication,
• Live chat systems (if available),
• Ticket-based support systems.

Dreams Yatri reserves the right to modify, restrict, suspend, discontinue, or update any communication channel or support mechanism at its sole discretion without prior notice.

Users are advised to communicate only through the officially authorized contact channels of Dreams Yatri.

Official communication details may include:

• Dreams Yatri (OPC) Private Limited
• Email: info@dreamsyatri.com
• Customer Support Number: +91 78072 94636
• WhatsApp Support: +91 78072 94636
• Office Address: 05, STPI Top Floor, SDA Complex, Kasumpti, Shimla, Himachal Pradesh 171009
• Website: https://dreamsyatri.com

Dreams Yatri shall not be responsible for losses, fraud, misinformation, unauthorized commitments, fake offers, or unofficial communication conducted through unauthorized individuals, agents, social media accounts, or unverified contact channels.

Users are strongly advised to verify communication authenticity before sharing personal information, payment details, travel documents, or making any transactions.

Users contacting Dreams Yatri agree to provide accurate, complete, and truthful information regarding their bookings, inquiries, complaints, travel details, payment information, or support requests.

Users shall behave respectfully and professionally while communicating with customer support representatives, operational teams, sales representatives, or company personnel.

Dreams Yatri reserves the right to restrict, suspend, or terminate communication with users engaging in abusive behavior, threats, harassment, fraudulent activity, unlawful conduct, misuse of communication channels, offensive language, or unreasonable conduct toward company representatives.

Users shall be responsible for safeguarding booking IDs, payment confirmations, travel documents, account credentials, OTPs, passwords, and other confidential information shared during support interactions.

Dreams Yatri shall make reasonable efforts to respond to customer inquiries, support requests, complaints, booking queries, and operational concerns within commercially reasonable timelines depending upon the nature, urgency, complexity, supplier involvement, and operational circumstances related to the request.

Response timelines may vary during:

• peak travel seasons,
• holidays,
• emergencies,
• force majeure situations,
• supplier disruptions,
• technical interruptions,
• government restrictions,
• high inquiry volumes.

Dreams Yatri does not guarantee immediate resolutions, fixed turnaround times, or uninterrupted support availability in all circumstances.

Dreams Yatri may provide support related to:

• booking confirmations,
• itinerary details,
• travel vouchers,
• hotel confirmations,
• flight schedules,
• transport coordination,
• package modifications,
• travel assistance,
• operational updates,
• travel documentation guidance.

Users acknowledge that certain requests may require coordination with third-party suppliers including airlines, hotels, transport providers, embassies, visa agencies, or destination management companies, which may affect support timelines and resolution procedures.

Support regarding cancellations, modifications, amendments, refunds, rescheduling requests, and refund tracking shall be governed by the applicable Cancellation & Refund Policy along with supplier-specific rules.

Dreams Yatri shall make reasonable efforts to assist users with refund-related communication and processing; however, actual refund approvals and timelines may depend upon airlines, hotels, payment gateways, banks, transport providers, embassies, or other third-party suppliers.

Dreams Yatri shall not be liable for delays caused by third-party processing timelines, banking systems, international settlements, supplier restrictions, or operational disruptions.

Users may raise complaints, grievances, or escalation requests through the official communication channels of Dreams Yatri.

Dreams Yatri shall make commercially reasonable efforts to review and address complaints relating to:

• bookings,
• payments,
• operational support,
• customer experience,
• supplier coordination,
• website functionality,
• refund processing,
• service deficiencies.

Certain complaints may require investigation, supplier coordination, operational verification, document review, or management escalation before resolution.

Dreams Yatri reserves the right to reject complaints that are:

• fraudulent,
• misleading,
• abusive,
• unsupported by evidence,
• beyond company control,
• or inconsistent with applicable policies.

Dreams Yatri acts as a facilitator and intermediary for various third-party suppliers including airlines, hotels, transport providers, visa agencies, and destination management companies.

Accordingly, Dreams Yatri shall not be responsible for delays, service deficiencies, operational failures, cancellations, negligence, overbookings, or actions directly attributable to such third-party suppliers.

Users acknowledge that certain support resolutions may depend upon supplier approvals, operational policies, or third-party responses beyond the direct control of Dreams Yatri.

Dreams Yatri reserves the right to record, monitor, store, review, or analyze customer calls, chats, emails, WhatsApp communications, CRM records, and support interactions for:

• quality assurance,
• training purposes,
• dispute resolution,
• fraud prevention,
• legal compliance,
• operational improvements,
• customer experience enhancement.

By contacting Dreams Yatri, users consent to such monitoring and recording practices in accordance with applicable laws and company policies.

Dreams Yatri shall not be liable for any indirect, incidental, consequential, financial, operational, emotional, or travel-related losses arising from delays in customer support responses, communication failures, technical interruptions, supplier coordination issues, missed communications, network disruptions, or circumstances beyond reasonable control.

In all circumstances, Dreams Yatri’s liability shall remain limited in accordance with the applicable Terms & Conditions and company policies.

Dreams Yatri reserves the right to revise, amend, update, or modify this Contact & Customer Support Policy at any time without prior notice.

Users are advised to periodically review this Policy for updates or changes.

Continued use of the Platform and customer support services shall constitute acceptance of the revised Policy.