LIV ASTA PRIVATE LIMITED · LA-GUEST-16 · Version 2.1 · In force from 28 October 2026 · livasta.com/policies/guest/grievance-disputes
This Guest Grievance Redressal and Dispute Resolution Policy ("Policy") is issued by LIV ASTA PRIVATE LIMITED (CIN U52291DC2026PTC473382), registered office at Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027 ("Livasta", "we", "us"), operator of the Livasta platform at livasta.com and in the Livasta app.
It forms part of, and must be read with, the Staying Guest Agreement (LA-GUEST-01) or, for event bookings, the Party and Event Guest Agreement (LA-GUEST-02), and the Livasta Terms & Conditions, Privacy Policy and Cancellation, Refund & Guest Protection Policy published on livasta.com. Capitalised terms not defined here have the meaning given in the Staying Guest Agreement. If this Policy conflicts with the Staying Guest Agreement (or, for event bookings, the Party and Event Guest Agreement) on a guest-specific matter, that Agreement prevails.
1. What you can raise
Problems with a Property or stay, the Host's conduct, a booking, payment, refund, deposit or damage claim, discrimination or harassment, your account or verification, reviews or messages, privacy, or anything else about Livasta.
2. How to raise it
- In the app: Support (guest menu) → raise a ticket. Tickets are available to verified accounts, so Livasta knows who it is dealing with.
- Email: support@livasta.com.
- Phone / WhatsApp: +91 89290 39102 (Monday–Saturday, 10:00–18:00 IST).
Include your booking reference, what happened, what you would like done, and any photos, videos or messages. If the app showed an error with a reference ("Ref" followed by 8 characters), include it — it lets the team find exactly what happened.
3. Timelines
| Step | Target |
|---|---|
| Acknowledgement of your complaint | Within 24 hours |
| Resolution of most complaints | Within 15 days |
| Complex cases (for example disputed damage claims) | Within one month, with updates |
| Guest Protection issues during a stay | As soon as possible — report within 24–72 hours (LA-GUEST-04) |
4. Grievance Officer
If you are not satisfied with the answer from support, write to the Grievance Officer:
| Detail | Contact |
|---|---|
| Name and designation | Grievance Officer, LIV ASTA PRIVATE LIMITED |
| grievance@livasta.com | |
| Phone | +91 89290 39102 |
| Address | LIV ASTA PRIVATE LIMITED, Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027 |
Privacy and personal-data complaints can also go to privacy@livasta.com (LA-GUEST-11).
5. Disputes between you and a Host
Livasta helps guests and Hosts resolve disputes. It will acknowledge the complaint, ask both sides for information and evidence, help you communicate, review the booking, payment, verification and message records, and recommend a fair outcome under the applicable policies and the law. This help is not arbitration and does not decide your legal rights; it does not stop either side from using legal remedies. Damage claims follow LA-GUEST-09 and Guest Protection claims follow LA-GUEST-04.
6. Outside remedies
- Consumer Commissions: as a consumer you may file a complaint with the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 (including online through e-Daakhil). The National Consumer Helpline is 1915.
- Data Protection Board of India: for personal-data complaints not resolved by Livasta.
- Arbitration and courts: see section 7.
7. Governing law, arbitration and courts
The guest agreements are governed by the laws of India. The parties will first try to resolve a dispute amicably. A dispute that is not resolved will be referred to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator, seated in New Delhi, in English. Subject to that, the courts at New Delhi have exclusive jurisdiction for interim relief, enforcement of awards and matters that cannot be arbitrated. Nothing in this Policy takes away your rights under the Consumer Protection Act, 2019 or any other law that cannot be waived.
8. Records
When handling complaints and disputes, Livasta relies on its electronic records — bookings, payments, verification, messages, inspection evidence and request logs — subject to the law.
Contact
Support: support@livasta.com · Phone / WhatsApp: +91 89290 39102 (Monday – Saturday, 10:00 – 18:00 IST). In the app: Support (guest menu) → raise a ticket about a booking.
Grievances: grievance@livasta.com · Privacy and data requests: privacy@livasta.com.
LIV ASTA PRIVATE LIMITED · CIN U52291DC2026PTC473382 · Registered office: Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027.
Document reference: LA-GUEST-16 v2.1 · 3469e95e7d7e