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complaint against Zoomcar

How to File a Complaint against Zoomcar through ODR

 Online Legal India LogoBy Online Legal India Published On 25 Feb 2021 Updated On 29 Jul 2025 Category ODR 43 comments

Filing a complaint against Zoomcar doesn’t have to be confusing or slow. You can use Online Dispute Resolution, a smart and paperless way to share your problem, show your proof, and get a decision all from your home. In the next sections, we will guide you through each step: from using Zoomcar’s support to submitting your complaint, how to file a complaint against Zoomcar through ODR, and getting an official solution. This method is designed to be easy, fast, and fair under India’s consumer laws.

Common Zoomcar Issues

Most Zoomcar users face a few recurring problems, like poor car quality, unfair charges, slow refunds, or having nowhere to share their complaints, which we have gathered to help you recognize and address real concerns easily.

  1. Vehicle Quality & Breakdowns

Customers frequently report receiving cars that experience mechanical failures during trips, such as engine trouble, flat tires, or vehicles that simply stop working unexpectedly. Sometimes, no immediate assistance is available when in need.

  1. Unclear or Unfair Charges

There are repeated concerns of users being billed for damage they didn’t cause or facing extra charges for fuel, cleaning, or service fees. Many find these deductions confusing or without proper proof.

  1. Delayed or Missing Refunds

Refunds, especially after cancellations, often take several weeks or even months. Some reports mention refunds getting delayed well past the promised timeframe.

  1. Poor Customer Support

Many experience slow or non-responsive customer service. Users often report that support tickets are closed quickly without a solution, and there may be no working helpline or instant chat for urgent help.

  1. Operational or Legal Compliance Issues
  • Some cars are found without the required commercial number plates or have drivers without official permission. This can lead to fines or other legal issues during use.

Documents You Need to File a Complaint against Zoomcar

To support your complaint effectively during the ODR process, you must gather and submit the following documents:

    1. Zoomcar Booking Confirmation and Rental Agreement

A copy of your Zoomcar booking confirmation email or app screen, along with the full self-drive rental agreement. This proves the terms and conditions agreed upon, which include any insurance or protection plan purchased.

    1. Vehicle Handover and Pickup Report

The condition report or checklist is issued at the time of vehicle pickup and drop-off. This is essential for showing whether damages were pre-existing or occurred during your rental period.

    1. Protection Plan or Insurance Details

A copy or screenshot of the selected protection plan, e.g., "Super Damage Protection" or "Standard Damage Cover" from the Zoomcar app or website. This proves whether you were eligible for cashless coverage.

    1. Pre-Approval Request, if applicable

If you contacted Zoomcar or its support team regarding coverage or pre-approval of damage repair, include copies of any emails, chats, or call records and their response, which is the approval/denial status.

    1. Written Denial from Zoomcar

An official denial or refusal from Zoomcar email, support ticket, or app notification, explaining why they rejected your claim or billed you despite eligible coverage.

    1. Damage Evidence or Incident Documentation, if applicable

Clear photos or videos of the vehicle damage, ideally taken at the time of the incident. Include a brief written note describing what happened and when. If an FIR was filed, e.g., for theft or accident, include that as well.

    1. Payment Receipts or Deduction Proof

Bank statements, app screenshots, or invoices that show any charges Zoomcar deducted from your security deposit or account. Also include garage bills if you paid for repairs yourself.

    1. Customer Support Communication Records

Any WhatsApp chats, email threads, or in-app ticket history with Zoomcar, especially if you raised a dispute, asked for escalation, or requested help that was ignored or delayed.

    1. Proof of Identity

A government-issued photo ID such as Aadhaar, PAN card, driving licence, or passport is required to verify your identity during the ODR proceedings.

    1. Optional But Helpful Documents:
  • Screenshots of the Zoomcar policy pages that mention “cashless coverage” or “damage waiver.”
  • Sworn statement or summary of events in chronological order from booking to dispute.
  • Consumer forum precedents, if any, showing similar Zoomcar disputes being resolved in favour of the consumer.

Zoomcar’s Own Support and Grievance Officer

When you have a problem with Zoomcar, start by contacting their support team. First, call their customer care. You can also email them. This gives Zoomcar a chance to help fix your issue directly.

If that doesn't work, you can write to their Grievance Officer. You can send an email to Zoomcar’s official complaint address.

It is important to wait about 7–10 days after contacting them. This gives Zoomcar time to respond or resolve your problem before you decide to move on to other steps, like consumer complaints or ODR.

CDR through Consumer Complaint

If the company fails to resolve your issue, you can file a complaint with the appropriate Consumer Commission, depending on the claim amount:

  1. District Consumer Disputes Redressal Forum (DCDRF): For claims up to Rs.1 crore.
  2. State Consumer Disputes Redressal Forum (SCDRF): For claims above Rs.1 crore and up to Rs.10 crore.
  3. National Consumer Disputes Redressal Forum (NCDRF): For claims above Rs.10 crore.

Cons of Consumer Court Complaints

Filing a complaint through India’s consumer courts might seem straightforward, but it often comes with serious drawbacks that can undermine the very justice it promises.

  1. Long Delays & Backlogs

Cases often drag on for months or years, with multiple court visits and adjournments.

  1. Cost & Bureaucracy

You may need notarized affidavits, hard copy documents, registration/postage, filing fees, and sometimes lawyer support, even for small claims.

  1. Enforcement Weakness

Even if you win, orders may go unrewarded: one-third of favorable rulings are not complied with, forcing further legal steps.

  1. Limited Compensation

Awards are often minimal and may not cover your real loss, plus you might need to pay extra to legal representatives.

  1. Infrastructure & Staff Issues

Many local consumer commissions lack staff, proper courtrooms, and efficiency, adding to delays and poor service.

Let’s notice a data of pending cases in the courts in India:

Total Pending Cases in Indian Courts

India is currently facing a significant backlog in its judiciary, with over 50 million cases pending across various levels. The majority of these—about 85%—are stuck in district and subordinate courts. The High Courts are dealing with around 6.2 million cases, while the Supreme Court has a pendency of approximately 80,000–83,000 cases. Notably, thousands of cases have been pending for decades, with some over 30 years old.

Judge Shortage and Systemic Issues

One of the major contributors to the backlog is the shortage of judges. High Courts face about 33% vacancy in sanctioned positions, while subordinate courts have around 21% vacancies. India's judge-to-population ratio remains low, with only 21 judges per million people, compared to a global average of 50+. This shortage severely hampers timely case resolution.

Delays at Local Levels

States like Uttar Pradesh and Odisha are particularly burdened. In some districts, such as Noida, there are over 400,000 cases pending, with delays caused by a lack of available lawyers and judicial officers. Many cases remain unresolved for years due to frequent adjournments, slow procedures, and poor court infrastructure.

Supreme Court Bottlenecks

In the Supreme Court, about 65% of pending cases are still in the "admission" stage—meaning they have not yet reached the stage for full hearing. This bottleneck prevents timely justice and slows down the entire judicial process. Despite being the highest court in the country, the Supreme Court struggles with its own procedural delays.

So, ODR is highly recommended to faster and convenient solutions. Let’s go for it.

What Is Online Dispute Resolution (ODR)?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

  1. Supported by Indian Law

ODR is recognised under Indian law, especially the Consumer Protection Act, 2019, which introduced online complaint platforms to make justice more accessible.

  1. The Entire Process Is Online

Everything from submitting the complaint to attending hearings is done digitally through your mobile or computer. There is no need to visit courtrooms or government offices.

  1. Neutral Mediator for Fair Discussion

A neutral third party, called a mediator, helps both the consumer and the company understand each other’s side and work toward a fair solution.

  1. Quick, Affordable & Hassle-Free

ODR usually resolves complaints within 7 to 30 days, with minimal fees. The process is simple, stress-free, and doesn't require you to hire a lawyer.

  1. ODR Uses Mediation, Conciliation & Arbitration
  • Mediation (governed by the Mediation Act, 2023) is voluntary. The mediator helps both sides talk and find a mutual agreement. Once agreed, it becomes legally binding like a court order.
  • Conciliation (under the Arbitration & Conciliation Act, 1996) is similar to mediation, but the conciliator can propose solutions to help settle the matter.
  • Arbitration is more structured. An arbitrator or a panel hears both sides and gives a final decision that both parties must follow. It is also covered under the 1996 Act.

ODR is legally supported by the Consumer Protection Act, 2019, the Arbitration & Conciliation Act, 1996, the Mediation Act, 2023, and the Information Technology Act, 2000, which gives digital actions full legal validity in India.

For anyone seeking a fast, low-cost, and peaceful solution to a consumer issue, ODR is a reliable and smart option.

How is ODR more efficient?

  • Cost-effective & time-efficient

Reduces travel, court fees, and legal costs, often resolving issues in days or weeks versus months or years.

  • Accessible & convenient

Enables remote participation and 24/7 availability, which is ideal for cross-border disputes.

  • Privacy & security

More confidential than public court processes, with secure platforms for document sharing and hearings.

  • Eases court burden

Frees up courts by resolving lower-value, high-volume cases online.

Key components/formats

Parties communicate directly using emails, chat, or structured digital platforms to reach a mutually acceptable outcome without involving any third party in online negotiation. If direct discussions stall, they can opt for online mediation, where a neutral mediator steps in via video or chat to facilitate dialogue and help build consensus, though any agreement remains voluntary. Finally, when a definitive resolution is needed, online arbitration enables a neutral arbitrator to review digital evidence, hear arguments, and deliver a legally binding decision just as in traditional arbitration, except it is all conducted virtually.

How to File a Complaint against Zoomcar using ODR Platform?

ODR is a fast, digital, and legally recognised way to solve consumer dispute in India. It avoids long court cases and allows people to resolve issues online through mediation or arbitration. Here is how the ODR process works:

Step 1: Collect and Organise Your Evidence

Before starting the complaint process, gather all important documents that support your case. This may include:

  • Purchase invoice or bill
  • Warranty or service terms
  • Screenshots or emails showing the issue or failed support
  • Bank/payment proof
  • Any prior written complaints or legal notices

Having strong documentation helps you present your side clearly during mediation or arbitration.

Step 2: File the Complaint through an ODR Process

Once your documents are ready, you can initiate an ODR. This is done by submitting a written complaint with details of the problem, what you expect like refund, repair, or compensation, and attaching all proof.

The complaint is then formally shared with the other party, like the seller, service provider, or company involved, giving them a chance to respond.

Step 3: Mediation Phase Begins

A neutral and trained mediator is assigned to help both parties communicate and reach a solution. This process takes place via phone calls, emails, or video meetings, so you never have to go anywhere.

The mediator listens to both sides, studies the documents, and helps find a common ground. Most disputes get resolved here.

Step 4: If Mediation Fails, Move to Arbitration

If mediation doesn’t lead to a solution, the complaint can move to arbitration, but only under certain conditions:

  • Mediation must be officially failed
  • Both parties must agree to arbitration, or it must be allowed in the original terms
  • The case must be suitable for arbitration under Indian law (civil matters only)
  • It must be within the legal time limit under the Limitation Act
  • Complete records and the failed mediation report must be available

Step 5: Arbitration Hearing

An impartial and qualified arbitrator, often a retired judge, lawyer, or expert, conducts the hearing. Both sides submit their claims and proofs. The arbitrator examines everything and makes a final decision based on facts and law. The hearing is usually online and conducted in a professional yet simple format.

Step 6: Final Arbitration Award

The arbitrator issues a final award that is legally binding under the Arbitration and Conciliation Act, 1996. This award is enforceable just like a civil court’s order. Both parties must follow it, and legal steps can be taken if anyone refuses to comply.

ODR is supported by Indian laws like:

  • Consumer Protection Act, 2019
  • Arbitration and Conciliation Act, 1996
  • Mediation Act, 2023
  • Information Technology Act, 2000

This procedure makes ODR a powerful, simple, and legally valid method to solve disputes without stress, high costs, or court visits. It is ideal for modern consumers who want justice with convenience.

Conclusion

Facing issues with Zoomcar can be stressful, but Online Dispute Resolution offers a fast and paperless way to seek justice under Indian consumer law. If you are unsure about how to file a complaint against Zoomcar through ODR platform, contact Online Legal India to get mediation and arbitration. We have helped thousands of users across India get fair resolutions without the hassle of court visits. Let us support you in raising your voice and getting the outcome you deserve. Visit Online Legal India today.


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Online Legal India

Online Legal India, a subsidiary of FastInfo Legal Services Pvt. Ltd., is registered under the Companies Act, 2013. Backed by a skilled team of professionals, we offer a comprehensive range of services. We deliver high-quality solutions to individuals, business owners, company founders, corporate entities, and more, addressing their company registration needs and resolving various legal challenges they encounter in everyday lives.

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Comments

Neha

31 Mar, 2022

My name is Neha Khemraj Desai recently I opted to host my car on zoom app I followed all the registeration process provided relevant documents like pan card aadhar cared driving license etc. But the name that reflects on my app is some unknown person's name Rakesh Gregory and zoom is sending correspondence by addressing me with third party name that is not acceptable I won't host my care by someone else's name it's is identity theft and breach of security

Faraz Haindaday

28 Mar, 2022

I had booked a ZoomCar from Bangalore Airport on 12th March and the payment got debited from my account. In about 2 minutes from booking, I received a call from the executive that my booking is on-hold since the car is unavailable. I was told to wait for 15 minutes for an update at around 7:15 pm. After coming out of the airport, I waited for the call and did not hear back. I tried calling the customer care and was put on hold for 1 hour on the waiting tune. When I finally got through, the customer service agent said that they are trying to fix the issue and will call back again after 15 mins. The same situation happened where I tried calling and no one picked up for the next 30-40 minutes. After 2 hours of waiting at the airport, I took a cab at 9 pm and started my journey towards Hassan District which is 3 hours away from Bangalore. I was expected to reach my destination at 10 pm through ZoomCar but reached my destination at 1:30 am. I received a call from ZoomCar at 9:15 pm saying that the problem cannot be fixed and they will refund my amount along with a compensation of 10,000 Zoom Credits. It's been over 15 days that I haven' received a call, nor a refund or any compensation. I have all relevant screenshots of the booking, booking cancellation and current status. They have not only discharged their duty, but also caused physical distress and mental harm to a traveller in a new city in the late hours of the day. I would like to file a complaint and claim monetary damages worth INR 5,00,000 for the ill-service and trauma caused. I am a 23 year old media professional and a 3rd year Law student from Mumbai.

Jagadeesh Kumar

28 Mar, 2022

Complaint on Zoomcar India, I have booked i20 new version car for rent and all of sudden with out notifying to me silently Zoomcar changed Waggoner with same price, hope Zoomcar intention is to cheat trusted customers, didn’t seen any option to attach screenshots or else I suppose to share images.

Aryaman Bansal

24 Mar, 2022

Refund pending since past more than a month. They never pick up calls or reply to any mails.

Alix john

24 Mar, 2022

I have didnot open the car owner denied for car car number is HR26CT9251

Indranil Mukherjee

24 Mar, 2022

On the day of taking DELIVERY (19 MAR 2022) , car was not available at that location. Though the app locator kept pointing to a location, the car was nowhere found. Checked with the local residents with respect to the car number. Even they could not locate it. We had a planned trip to Mahabaleshwar and it got delayed due to the car"s non availability. Please arrange to initiate refund since finally the service was not availed. BOOKING ID JPS6996QJ

Sachin Naganur

24 Mar, 2022

Hi Sir, I am really unhappy with service of zoomcar first I booked a car then they told car have some mechanical issues and they will provide alternative car but not provided they never called me as they promised to call back. Again I only called multiple times for amount refund issue still they are not responding properly please please help me regarding this issue. Sachin

Rakesh

23 Dec, 2021

Refund pending si!! Reached out to them(mail, call) multiple times and no response!

Team Online Legal India™

24 Dec, 2021

Hello Rakesh, we have received your complaint request and will get back to you shortly to resolve your issue by filing a Consumer Complaint against zoomcar.

Mandeep kaur

23 Oct, 2021

My standing car was hit by rash reverse driving by the zoomcar driver. At first driver promised to bear all expenses but now he has fled leaving my car at service centre far away from the location. Irresponsible and unlearned drivers are just using the cars to do stunts and harming other people.

Team Online Legal India™

26 Oct, 2021

Thank you Mandeep for reaching out to us. We will get back to you soon to resolve your issue by filing a Consumer complaint against Zoomcar in India.

Eve

23 Apr, 2021

Refund pending since 9 months!! Reached out to them multiple times and no response!

Team Online Legal India™

23 Apr, 2021

Hello Eve, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Rushabh Khanke

22 Oct, 2021

They are not accepting my driving license so I requested to refund my money but no contact or no rply from Zoomcar please help me out with this my two transactions are pending till now it’s not refunded

Team Online Legal India™

22 Oct, 2021

Hello Rushabh, thank you for contacting us. We will get back to you to discuss and resolve your issue.

Prudhvi raju

22 Apr, 2021

Payments done but delay of my refunds and refunds links are expair we tried to customer care but not conneted ...! Can u ple slove the my issue i am facing lot problem with customer care

Team Online Legal India™

22 Apr, 2021

Hello Prudhvi, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Konain

21 Mar, 2022

I was reached at the location but car not found and tried to connect Coustumer care but no response And deduct amount

Prashanth G

18 Dec, 2021

My payment got debited by zoomcar yet booking is not confirmed. No refunds done

Team Online Legal India™

20 Dec, 2021

Hello Prashanth, be ready with all the necessary evidence as we are about to reach out to you to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Venkata Phanendrababu Ganji

16 Oct, 2021

They levied incorrect Fasttag charges on my account and seem to be paying a deaf since 5 days when I am trying make them understand what happened and how much they actually owe me. I am fed up with this incompetent service and want to proceed legally. Please suggest the steps I should take here.

Team Online Legal India™

19 Oct, 2021

Hello, thank you for reaching out to us. Be ready with all the necessary evidence as our Legal Experts are about to reach out to you to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar .

Asmitha

14 Dec, 2021

This is the worst company I have come across. I unfortunately signed up with zoom car to list my carin August till date the the device still exists in my car which is draining my battery life and my car is not starting. I called the customer care hundred times and I have till date not received any resolution from your side. Annoyed and dissatisfied with the way this company functions. I am going to file a case against you. Kindly share your legal department details or email id where I send you a notice. Reply to this urgently

Team Online Legal India™

14 Dec, 2021

Thank you Asmitha for contacting us. We have received your complaint request and highlighted your issue. Team Online Legal India will get back to you soon to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Ashok Kumar reddy S

14 Apr, 2021

Refund trip amount is not come 1.6 months below amount required 4500

Team Online Legal India™

15 Apr, 2021

Hello Ashok, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Rishabh mittal

13 Mar, 2022

Plzz refund my amount i am delhi police officer and

Misty

12 Apr, 2021

My refund is pending since 5 months. What do I need to do to get my money back? Just tell me what I need to do!

Team Online Legal India™

14 Apr, 2021

Hello Misty, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Venu Mahesh

11 Dec, 2021

I ordered car in this zoom car app and I didn't received any car and they are not giving my money back the service executive was so rude and he is not able to answer to me about the car and he is asking for more money in return

Team Online Legal India™

13 Dec, 2021

Thank you for reaching out to us. We have escalated your issue and will get back to you soon to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Rohit Patil

11 Dec, 2021

I have returned my zoomcar on time but they are still showing 1 day delay and also shows 5000rs pending amount on my name. I have already paid my bill and also returned car to the car owner on time. I tried to contact with zoom car customer care but no respond.

Team Online Legal India™

13 Dec, 2021

Thank you Rohit for reaching out to us. Our team Online Legal India will connect with you shortly to discuss and resolve your issue by filing Consumer complaint against Zoomcar.

Ankush Rana

10 Feb, 2022

Booking Id# JPS69VXSZ I booked this car with zoomcar. And in between the route me and my friends suffered from some inconvenience. I got challan of 500 Rs due to some accesories is not available in Car. This is not our cause. I already told this to some executive of yours and also the picture provided by me of challan. After that i got no response from your side. I will book another zoomcar when i will get this refund. Please help me out from this.

Team Online Legal India™

10 Feb, 2022

We have received your complaint request and will get back to you shortly. Thank you for contacting us.

Madhava mahesh

09 May, 2021

My refund is pending since 8months. What do I need to do to get my money back? Just tell me w

Team Online Legal India™

12 May, 2021

Hello Madhava, thank you for reaching out to us with your concern. Team Online Legal India™ will get back to you shortly to initiate the consumer complaint process against the Zoomcar disputes.

Shwetha S

08 Mar, 2022

Refund not received yet , reached out on emails customer support no response

Sudheer Garapati

03 Dec, 2021

Hello, I have booked the zoomcar vehicle for 10 days paid around 19,000. However, due to changes in plans I reduced my trip to 6 days (for which a refund of around 4900i should get back, as I have modified the trip plan within the restricted timelines). After receiving the car i used only for 3.5 hrs and had to return as I was not comfortable with the vehicle for a longer trip with my family, also the provided vehicle had an oil leakage which is why I completely lost the trust to even continue my trip with a replacement car. I have recently received an email confirmation that my refund of Rs. 4944/- has been processed which indicates the refund of the amount for my shortened trip. “Why and how the amount is charged for Rs. 14,461 as total cost for 3.5 hrs of drive?” Zoomcar doesn’t accept any calls from unregistered phone numbers (I had a booking and phone nr is registered, they removed it from register as the trip is completed) so I wrote multiple mails in their helpline from app. But no response at all.

Team Online Legal India™

08 Dec, 2021

Hello Sudheer, thank you for sharing your issue with us. Team Online Legal India will get back to you shortly to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar. Don't worry!

Kinjal seth

02 Jan, 2022

This is to inform you that we have booked a maruti Swift At diesel on 1st January 2022 from 5:00 pm to 11:00 pm, my booking I'd was JPS69D65A. The booking was made in the name of kayur jain, I have paid Rs 3681 and requested for a home delivery but at the time on making delivery when we called car executive, he refused without mentioning the cause and he didn't send the car to our location. The contact details of car executive is as follows - 8194982083.Even after calling several times, he didn't answered the call. I had word with your customer care executive and as per your database status showed for the ride is No show but that's not the case.

Team Online Legal India™

04 Jan, 2022

Thank you Kinjal for sharing your issue with us. We have received your complaint request and our Expert team will connect with you soon to discuss and resolve your issue by filing a Consumer complaint against Zoomcar.

Saradhi Abhishak Nune

01 Mar, 2022

I'm zoom car host. My vehicle had major damage on Feb 26th 2022. I raised concern through Help and support in Zoom car host app. Till then Zoom car people are giving false promises telling that vehicle will be taken for repairing within 24 to 48 hrs. But all the executives are not responding and keep on telling false promises. Till March 1st no excecutive come to take vehicle. Request to please help us. Regards Abhishek.N.S


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complaint against Zoomcar

How to File a Complaint against Zoomcar through ODR

 Online Legal India LogoBy Online Legal India Published On 25 Feb 2021 Updated On 29 Jul 2025 Category ODR 43 comments

Filing a complaint against Zoomcar doesn’t have to be confusing or slow. You can use Online Dispute Resolution, a smart and paperless way to share your problem, show your proof, and get a decision all from your home. In the next sections, we will guide you through each step: from using Zoomcar’s support to submitting your complaint, how to file a complaint against Zoomcar through ODR, and getting an official solution. This method is designed to be easy, fast, and fair under India’s consumer laws.

Common Zoomcar Issues

Most Zoomcar users face a few recurring problems, like poor car quality, unfair charges, slow refunds, or having nowhere to share their complaints, which we have gathered to help you recognize and address real concerns easily.

  1. Vehicle Quality & Breakdowns

Customers frequently report receiving cars that experience mechanical failures during trips, such as engine trouble, flat tires, or vehicles that simply stop working unexpectedly. Sometimes, no immediate assistance is available when in need.

  1. Unclear or Unfair Charges

There are repeated concerns of users being billed for damage they didn’t cause or facing extra charges for fuel, cleaning, or service fees. Many find these deductions confusing or without proper proof.

  1. Delayed or Missing Refunds

Refunds, especially after cancellations, often take several weeks or even months. Some reports mention refunds getting delayed well past the promised timeframe.

  1. Poor Customer Support

Many experience slow or non-responsive customer service. Users often report that support tickets are closed quickly without a solution, and there may be no working helpline or instant chat for urgent help.

  1. Operational or Legal Compliance Issues
  • Some cars are found without the required commercial number plates or have drivers without official permission. This can lead to fines or other legal issues during use.

Documents You Need to File a Complaint against Zoomcar

To support your complaint effectively during the ODR process, you must gather and submit the following documents:

    1. Zoomcar Booking Confirmation and Rental Agreement

A copy of your Zoomcar booking confirmation email or app screen, along with the full self-drive rental agreement. This proves the terms and conditions agreed upon, which include any insurance or protection plan purchased.

    1. Vehicle Handover and Pickup Report

The condition report or checklist is issued at the time of vehicle pickup and drop-off. This is essential for showing whether damages were pre-existing or occurred during your rental period.

    1. Protection Plan or Insurance Details

A copy or screenshot of the selected protection plan, e.g., "Super Damage Protection" or "Standard Damage Cover" from the Zoomcar app or website. This proves whether you were eligible for cashless coverage.

    1. Pre-Approval Request, if applicable

If you contacted Zoomcar or its support team regarding coverage or pre-approval of damage repair, include copies of any emails, chats, or call records and their response, which is the approval/denial status.

    1. Written Denial from Zoomcar

An official denial or refusal from Zoomcar email, support ticket, or app notification, explaining why they rejected your claim or billed you despite eligible coverage.

    1. Damage Evidence or Incident Documentation, if applicable

Clear photos or videos of the vehicle damage, ideally taken at the time of the incident. Include a brief written note describing what happened and when. If an FIR was filed, e.g., for theft or accident, include that as well.

    1. Payment Receipts or Deduction Proof

Bank statements, app screenshots, or invoices that show any charges Zoomcar deducted from your security deposit or account. Also include garage bills if you paid for repairs yourself.

    1. Customer Support Communication Records

Any WhatsApp chats, email threads, or in-app ticket history with Zoomcar, especially if you raised a dispute, asked for escalation, or requested help that was ignored or delayed.

    1. Proof of Identity

A government-issued photo ID such as Aadhaar, PAN card, driving licence, or passport is required to verify your identity during the ODR proceedings.

    1. Optional But Helpful Documents:
  • Screenshots of the Zoomcar policy pages that mention “cashless coverage” or “damage waiver.”
  • Sworn statement or summary of events in chronological order from booking to dispute.
  • Consumer forum precedents, if any, showing similar Zoomcar disputes being resolved in favour of the consumer.

Zoomcar’s Own Support and Grievance Officer

When you have a problem with Zoomcar, start by contacting their support team. First, call their customer care. You can also email them. This gives Zoomcar a chance to help fix your issue directly.

If that doesn't work, you can write to their Grievance Officer. You can send an email to Zoomcar’s official complaint address.

It is important to wait about 7–10 days after contacting them. This gives Zoomcar time to respond or resolve your problem before you decide to move on to other steps, like consumer complaints or ODR.

CDR through Consumer Complaint

If the company fails to resolve your issue, you can file a complaint with the appropriate Consumer Commission, depending on the claim amount:

  1. District Consumer Disputes Redressal Forum (DCDRF): For claims up to Rs.1 crore.
  2. State Consumer Disputes Redressal Forum (SCDRF): For claims above Rs.1 crore and up to Rs.10 crore.
  3. National Consumer Disputes Redressal Forum (NCDRF): For claims above Rs.10 crore.

Cons of Consumer Court Complaints

Filing a complaint through India’s consumer courts might seem straightforward, but it often comes with serious drawbacks that can undermine the very justice it promises.

  1. Long Delays & Backlogs

Cases often drag on for months or years, with multiple court visits and adjournments.

  1. Cost & Bureaucracy

You may need notarized affidavits, hard copy documents, registration/postage, filing fees, and sometimes lawyer support, even for small claims.

  1. Enforcement Weakness

Even if you win, orders may go unrewarded: one-third of favorable rulings are not complied with, forcing further legal steps.

  1. Limited Compensation

Awards are often minimal and may not cover your real loss, plus you might need to pay extra to legal representatives.

  1. Infrastructure & Staff Issues

Many local consumer commissions lack staff, proper courtrooms, and efficiency, adding to delays and poor service.

Let’s notice a data of pending cases in the courts in India:

Total Pending Cases in Indian Courts

India is currently facing a significant backlog in its judiciary, with over 50 million cases pending across various levels. The majority of these—about 85%—are stuck in district and subordinate courts. The High Courts are dealing with around 6.2 million cases, while the Supreme Court has a pendency of approximately 80,000–83,000 cases. Notably, thousands of cases have been pending for decades, with some over 30 years old.

Judge Shortage and Systemic Issues

One of the major contributors to the backlog is the shortage of judges. High Courts face about 33% vacancy in sanctioned positions, while subordinate courts have around 21% vacancies. India's judge-to-population ratio remains low, with only 21 judges per million people, compared to a global average of 50+. This shortage severely hampers timely case resolution.

Delays at Local Levels

States like Uttar Pradesh and Odisha are particularly burdened. In some districts, such as Noida, there are over 400,000 cases pending, with delays caused by a lack of available lawyers and judicial officers. Many cases remain unresolved for years due to frequent adjournments, slow procedures, and poor court infrastructure.

Supreme Court Bottlenecks

In the Supreme Court, about 65% of pending cases are still in the "admission" stage—meaning they have not yet reached the stage for full hearing. This bottleneck prevents timely justice and slows down the entire judicial process. Despite being the highest court in the country, the Supreme Court struggles with its own procedural delays.

So, ODR is highly recommended to faster and convenient solutions. Let’s go for it.

What Is Online Dispute Resolution (ODR)?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

  1. Supported by Indian Law

ODR is recognised under Indian law, especially the Consumer Protection Act, 2019, which introduced online complaint platforms to make justice more accessible.

  1. The Entire Process Is Online

Everything from submitting the complaint to attending hearings is done digitally through your mobile or computer. There is no need to visit courtrooms or government offices.

  1. Neutral Mediator for Fair Discussion

A neutral third party, called a mediator, helps both the consumer and the company understand each other’s side and work toward a fair solution.

  1. Quick, Affordable & Hassle-Free

ODR usually resolves complaints within 7 to 30 days, with minimal fees. The process is simple, stress-free, and doesn't require you to hire a lawyer.

  1. ODR Uses Mediation, Conciliation & Arbitration
  • Mediation (governed by the Mediation Act, 2023) is voluntary. The mediator helps both sides talk and find a mutual agreement. Once agreed, it becomes legally binding like a court order.
  • Conciliation (under the Arbitration & Conciliation Act, 1996) is similar to mediation, but the conciliator can propose solutions to help settle the matter.
  • Arbitration is more structured. An arbitrator or a panel hears both sides and gives a final decision that both parties must follow. It is also covered under the 1996 Act.

ODR is legally supported by the Consumer Protection Act, 2019, the Arbitration & Conciliation Act, 1996, the Mediation Act, 2023, and the Information Technology Act, 2000, which gives digital actions full legal validity in India.

For anyone seeking a fast, low-cost, and peaceful solution to a consumer issue, ODR is a reliable and smart option.

How is ODR more efficient?

  • Cost-effective & time-efficient

Reduces travel, court fees, and legal costs, often resolving issues in days or weeks versus months or years.

  • Accessible & convenient

Enables remote participation and 24/7 availability, which is ideal for cross-border disputes.

  • Privacy & security

More confidential than public court processes, with secure platforms for document sharing and hearings.

  • Eases court burden

Frees up courts by resolving lower-value, high-volume cases online.

Key components/formats

Parties communicate directly using emails, chat, or structured digital platforms to reach a mutually acceptable outcome without involving any third party in online negotiation. If direct discussions stall, they can opt for online mediation, where a neutral mediator steps in via video or chat to facilitate dialogue and help build consensus, though any agreement remains voluntary. Finally, when a definitive resolution is needed, online arbitration enables a neutral arbitrator to review digital evidence, hear arguments, and deliver a legally binding decision just as in traditional arbitration, except it is all conducted virtually.

How to File a Complaint against Zoomcar using ODR Platform?

ODR is a fast, digital, and legally recognised way to solve consumer dispute in India. It avoids long court cases and allows people to resolve issues online through mediation or arbitration. Here is how the ODR process works:

Step 1: Collect and Organise Your Evidence

Before starting the complaint process, gather all important documents that support your case. This may include:

  • Purchase invoice or bill
  • Warranty or service terms
  • Screenshots or emails showing the issue or failed support
  • Bank/payment proof
  • Any prior written complaints or legal notices

Having strong documentation helps you present your side clearly during mediation or arbitration.

Step 2: File the Complaint through an ODR Process

Once your documents are ready, you can initiate an ODR. This is done by submitting a written complaint with details of the problem, what you expect like refund, repair, or compensation, and attaching all proof.

The complaint is then formally shared with the other party, like the seller, service provider, or company involved, giving them a chance to respond.

Step 3: Mediation Phase Begins

A neutral and trained mediator is assigned to help both parties communicate and reach a solution. This process takes place via phone calls, emails, or video meetings, so you never have to go anywhere.

The mediator listens to both sides, studies the documents, and helps find a common ground. Most disputes get resolved here.

Step 4: If Mediation Fails, Move to Arbitration

If mediation doesn’t lead to a solution, the complaint can move to arbitration, but only under certain conditions:

  • Mediation must be officially failed
  • Both parties must agree to arbitration, or it must be allowed in the original terms
  • The case must be suitable for arbitration under Indian law (civil matters only)
  • It must be within the legal time limit under the Limitation Act
  • Complete records and the failed mediation report must be available

Step 5: Arbitration Hearing

An impartial and qualified arbitrator, often a retired judge, lawyer, or expert, conducts the hearing. Both sides submit their claims and proofs. The arbitrator examines everything and makes a final decision based on facts and law. The hearing is usually online and conducted in a professional yet simple format.

Step 6: Final Arbitration Award

The arbitrator issues a final award that is legally binding under the Arbitration and Conciliation Act, 1996. This award is enforceable just like a civil court’s order. Both parties must follow it, and legal steps can be taken if anyone refuses to comply.

ODR is supported by Indian laws like:

  • Consumer Protection Act, 2019
  • Arbitration and Conciliation Act, 1996
  • Mediation Act, 2023
  • Information Technology Act, 2000

This procedure makes ODR a powerful, simple, and legally valid method to solve disputes without stress, high costs, or court visits. It is ideal for modern consumers who want justice with convenience.

Conclusion

Facing issues with Zoomcar can be stressful, but Online Dispute Resolution offers a fast and paperless way to seek justice under Indian consumer law. If you are unsure about how to file a complaint against Zoomcar through ODR platform, contact Online Legal India to get mediation and arbitration. We have helped thousands of users across India get fair resolutions without the hassle of court visits. Let us support you in raising your voice and getting the outcome you deserve. Visit Online Legal India today.


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Online Legal India, a subsidiary of FastInfo Legal Services Pvt. Ltd., is registered under the Companies Act, 2013. Backed by a skilled team of professionals, we offer a comprehensive range of services. We deliver high-quality solutions to individuals, business owners, company founders, corporate entities, and more, addressing their company registration needs and resolving various legal challenges they encounter in everyday lives.

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Comments

Neha

31 Mar, 2022

My name is Neha Khemraj Desai recently I opted to host my car on zoom app I followed all the registeration process provided relevant documents like pan card aadhar cared driving license etc. But the name that reflects on my app is some unknown person's name Rakesh Gregory and zoom is sending correspondence by addressing me with third party name that is not acceptable I won't host my care by someone else's name it's is identity theft and breach of security

Faraz Haindaday

28 Mar, 2022

I had booked a ZoomCar from Bangalore Airport on 12th March and the payment got debited from my account. In about 2 minutes from booking, I received a call from the executive that my booking is on-hold since the car is unavailable. I was told to wait for 15 minutes for an update at around 7:15 pm. After coming out of the airport, I waited for the call and did not hear back. I tried calling the customer care and was put on hold for 1 hour on the waiting tune. When I finally got through, the customer service agent said that they are trying to fix the issue and will call back again after 15 mins. The same situation happened where I tried calling and no one picked up for the next 30-40 minutes. After 2 hours of waiting at the airport, I took a cab at 9 pm and started my journey towards Hassan District which is 3 hours away from Bangalore. I was expected to reach my destination at 10 pm through ZoomCar but reached my destination at 1:30 am. I received a call from ZoomCar at 9:15 pm saying that the problem cannot be fixed and they will refund my amount along with a compensation of 10,000 Zoom Credits. It's been over 15 days that I haven' received a call, nor a refund or any compensation. I have all relevant screenshots of the booking, booking cancellation and current status. They have not only discharged their duty, but also caused physical distress and mental harm to a traveller in a new city in the late hours of the day. I would like to file a complaint and claim monetary damages worth INR 5,00,000 for the ill-service and trauma caused. I am a 23 year old media professional and a 3rd year Law student from Mumbai.

Jagadeesh Kumar

28 Mar, 2022

Complaint on Zoomcar India, I have booked i20 new version car for rent and all of sudden with out notifying to me silently Zoomcar changed Waggoner with same price, hope Zoomcar intention is to cheat trusted customers, didn’t seen any option to attach screenshots or else I suppose to share images.

Aryaman Bansal

24 Mar, 2022

Refund pending since past more than a month. They never pick up calls or reply to any mails.

Alix john

24 Mar, 2022

I have didnot open the car owner denied for car car number is HR26CT9251

Indranil Mukherjee

24 Mar, 2022

On the day of taking DELIVERY (19 MAR 2022) , car was not available at that location. Though the app locator kept pointing to a location, the car was nowhere found. Checked with the local residents with respect to the car number. Even they could not locate it. We had a planned trip to Mahabaleshwar and it got delayed due to the car"s non availability. Please arrange to initiate refund since finally the service was not availed. BOOKING ID JPS6996QJ

Sachin Naganur

24 Mar, 2022

Hi Sir, I am really unhappy with service of zoomcar first I booked a car then they told car have some mechanical issues and they will provide alternative car but not provided they never called me as they promised to call back. Again I only called multiple times for amount refund issue still they are not responding properly please please help me regarding this issue. Sachin

Rakesh

23 Dec, 2021

Refund pending si!! Reached out to them(mail, call) multiple times and no response!

Team Online Legal India™

24 Dec, 2021

Hello Rakesh, we have received your complaint request and will get back to you shortly to resolve your issue by filing a Consumer Complaint against zoomcar.

Mandeep kaur

23 Oct, 2021

My standing car was hit by rash reverse driving by the zoomcar driver. At first driver promised to bear all expenses but now he has fled leaving my car at service centre far away from the location. Irresponsible and unlearned drivers are just using the cars to do stunts and harming other people.

Team Online Legal India™

26 Oct, 2021

Thank you Mandeep for reaching out to us. We will get back to you soon to resolve your issue by filing a Consumer complaint against Zoomcar in India.

Eve

23 Apr, 2021

Refund pending since 9 months!! Reached out to them multiple times and no response!

Team Online Legal India™

23 Apr, 2021

Hello Eve, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Rushabh Khanke

22 Oct, 2021

They are not accepting my driving license so I requested to refund my money but no contact or no rply from Zoomcar please help me out with this my two transactions are pending till now it’s not refunded

Team Online Legal India™

22 Oct, 2021

Hello Rushabh, thank you for contacting us. We will get back to you to discuss and resolve your issue.

Prudhvi raju

22 Apr, 2021

Payments done but delay of my refunds and refunds links are expair we tried to customer care but not conneted ...! Can u ple slove the my issue i am facing lot problem with customer care

Team Online Legal India™

22 Apr, 2021

Hello Prudhvi, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Konain

21 Mar, 2022

I was reached at the location but car not found and tried to connect Coustumer care but no response And deduct amount

Prashanth G

18 Dec, 2021

My payment got debited by zoomcar yet booking is not confirmed. No refunds done

Team Online Legal India™

20 Dec, 2021

Hello Prashanth, be ready with all the necessary evidence as we are about to reach out to you to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Venkata Phanendrababu Ganji

16 Oct, 2021

They levied incorrect Fasttag charges on my account and seem to be paying a deaf since 5 days when I am trying make them understand what happened and how much they actually owe me. I am fed up with this incompetent service and want to proceed legally. Please suggest the steps I should take here.

Team Online Legal India™

19 Oct, 2021

Hello, thank you for reaching out to us. Be ready with all the necessary evidence as our Legal Experts are about to reach out to you to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar .

Asmitha

14 Dec, 2021

This is the worst company I have come across. I unfortunately signed up with zoom car to list my carin August till date the the device still exists in my car which is draining my battery life and my car is not starting. I called the customer care hundred times and I have till date not received any resolution from your side. Annoyed and dissatisfied with the way this company functions. I am going to file a case against you. Kindly share your legal department details or email id where I send you a notice. Reply to this urgently

Team Online Legal India™

14 Dec, 2021

Thank you Asmitha for contacting us. We have received your complaint request and highlighted your issue. Team Online Legal India will get back to you soon to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Ashok Kumar reddy S

14 Apr, 2021

Refund trip amount is not come 1.6 months below amount required 4500

Team Online Legal India™

15 Apr, 2021

Hello Ashok, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Rishabh mittal

13 Mar, 2022

Plzz refund my amount i am delhi police officer and

Misty

12 Apr, 2021

My refund is pending since 5 months. What do I need to do to get my money back? Just tell me what I need to do!

Team Online Legal India™

14 Apr, 2021

Hello Misty, team Online Legal India™ will be in touch with you shortly to discuss and file a Consumer Complaint against the Zoomcar disputes that you are facing.

Venu Mahesh

11 Dec, 2021

I ordered car in this zoom car app and I didn't received any car and they are not giving my money back the service executive was so rude and he is not able to answer to me about the car and he is asking for more money in return

Team Online Legal India™

13 Dec, 2021

Thank you for reaching out to us. We have escalated your issue and will get back to you soon to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar.

Rohit Patil

11 Dec, 2021

I have returned my zoomcar on time but they are still showing 1 day delay and also shows 5000rs pending amount on my name. I have already paid my bill and also returned car to the car owner on time. I tried to contact with zoom car customer care but no respond.

Team Online Legal India™

13 Dec, 2021

Thank you Rohit for reaching out to us. Our team Online Legal India will connect with you shortly to discuss and resolve your issue by filing Consumer complaint against Zoomcar.

Ankush Rana

10 Feb, 2022

Booking Id# JPS69VXSZ I booked this car with zoomcar. And in between the route me and my friends suffered from some inconvenience. I got challan of 500 Rs due to some accesories is not available in Car. This is not our cause. I already told this to some executive of yours and also the picture provided by me of challan. After that i got no response from your side. I will book another zoomcar when i will get this refund. Please help me out from this.

Team Online Legal India™

10 Feb, 2022

We have received your complaint request and will get back to you shortly. Thank you for contacting us.

Madhava mahesh

09 May, 2021

My refund is pending since 8months. What do I need to do to get my money back? Just tell me w

Team Online Legal India™

12 May, 2021

Hello Madhava, thank you for reaching out to us with your concern. Team Online Legal India™ will get back to you shortly to initiate the consumer complaint process against the Zoomcar disputes.

Shwetha S

08 Mar, 2022

Refund not received yet , reached out on emails customer support no response

Sudheer Garapati

03 Dec, 2021

Hello, I have booked the zoomcar vehicle for 10 days paid around 19,000. However, due to changes in plans I reduced my trip to 6 days (for which a refund of around 4900i should get back, as I have modified the trip plan within the restricted timelines). After receiving the car i used only for 3.5 hrs and had to return as I was not comfortable with the vehicle for a longer trip with my family, also the provided vehicle had an oil leakage which is why I completely lost the trust to even continue my trip with a replacement car. I have recently received an email confirmation that my refund of Rs. 4944/- has been processed which indicates the refund of the amount for my shortened trip. “Why and how the amount is charged for Rs. 14,461 as total cost for 3.5 hrs of drive?” Zoomcar doesn’t accept any calls from unregistered phone numbers (I had a booking and phone nr is registered, they removed it from register as the trip is completed) so I wrote multiple mails in their helpline from app. But no response at all.

Team Online Legal India™

08 Dec, 2021

Hello Sudheer, thank you for sharing your issue with us. Team Online Legal India will get back to you shortly to discuss and resolve your issue by filing a Consumer Complaint against Zoomcar. Don't worry!

Kinjal seth

02 Jan, 2022

This is to inform you that we have booked a maruti Swift At diesel on 1st January 2022 from 5:00 pm to 11:00 pm, my booking I'd was JPS69D65A. The booking was made in the name of kayur jain, I have paid Rs 3681 and requested for a home delivery but at the time on making delivery when we called car executive, he refused without mentioning the cause and he didn't send the car to our location. The contact details of car executive is as follows - 8194982083.Even after calling several times, he didn't answered the call. I had word with your customer care executive and as per your database status showed for the ride is No show but that's not the case.

Team Online Legal India™

04 Jan, 2022

Thank you Kinjal for sharing your issue with us. We have received your complaint request and our Expert team will connect with you soon to discuss and resolve your issue by filing a Consumer complaint against Zoomcar.

Saradhi Abhishak Nune

01 Mar, 2022

I'm zoom car host. My vehicle had major damage on Feb 26th 2022. I raised concern through Help and support in Zoom car host app. Till then Zoom car people are giving false promises telling that vehicle will be taken for repairing within 24 to 48 hrs. But all the executives are not responding and keep on telling false promises. Till March 1st no excecutive come to take vehicle. Request to please help us. Regards Abhishek.N.S


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