Support

Something went wrong with a ride, an order, or Maya herself? Tell us. The fastest way is to tell Maya in the chat; she files the complaint for you. You can also reach a person directly below.

1. Contact us

Email: hello@ciaomaya.com
Phone: +91 77803 95839 (Monday to Saturday, 9 am to 7 pm IST)

For anything about a specific ride or order, include the order ID Maya gave you. It makes the fix faster.

2. Rides and food orders

Rides and food delivery through Maya are fulfilled by independent providers on the Open Network for Digital Commerce (ONDC). Maya is the buyer app: we place the request on your behalf and stay responsible for your experience and for handling complaints.

• Wrong, missing, or late order: tell Maya, or email us with the order ID. We raise the issue with the provider through ONDC's grievance system and track it until it is resolved.
• Cancellations: cancellation fees, if any, are shown before you confirm a cancellation. Food orders can be cancelled before the restaurant accepts them; after that the restaurant's cancellation terms apply.
• Refunds: approved refunds go back to the original payment method within 5 to 7 working days. Cash on delivery and pay-the-driver rides are settled directly with the provider.
• Driver or delivery partner behaviour: report it to us; we escalate to the provider and ONDC where needed.

3. How complaints are handled

• We acknowledge every complaint within 48 hours.
• Complaints about a provider are forwarded to that provider on the network the same day. Providers are required to respond within set time limits.
• We resolve or give a final answer within 30 days, and usually much sooner.
• If you are not satisfied with the outcome, you can escalate to our Grievance Redressal Officer below.

4. Grievance Redressal Officer

As required under the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Rules, 2021:

Name: Gandamalla Ajay Kumar
Email: hello@ciaomaya.com
Phone: +91 77803 95839
Address: AI for Humanity Private Limited, Flat No. 102, Plot No. 31–32, Lasya Elite, Kranthi Nagar, Bachupally, Hyderabad, Telangana 500090, India

The Grievance Officer acknowledges complaints within 48 hours and resolves them within one month of receipt.

5. The Maya app

For account, payment, privacy, or app problems, email hello@ciaomaya.com from the address on your account. To delete your account and data, see our Privacy Policy.

6. Company

AI for Humanity Private Limited
CIN U58201TS2026PTC211641
Flat No. 102, Plot No. 31–32, Lasya Elite, Kranthi Nagar, Bachupally, Hyderabad, Telangana 500090, India