FAQ


⇒ What does India Assist do?

India Assist is a Mobile application that focuses on providing assistance as well as distress management to tourists while they travel within the country. This includes information, suggestions, as well as continuous help throughout any distress causing situation that foreign tourists in India face.

⇒ Is India Assist always available?

Assistance is available 24/7. We track the subscriber’s location, as soon as they connect with our customer care for assistance, and are always ready to help whenever they require it.

⇒ Where all is the India Assist service available?

Assistance provided to tourists travelling throughout India, will primarily be through telephone, and in certain cases, through on-ground support as well. Our on-ground support assistance is currently limited to and restricted within city of New Delhi. Any extension in on-ground support assistance to new cities will be notified explicitly on our mobile application.

⇒ Is there a minimum age for receiving our service?

The minimum age for receiving our service is 18 years, in accordance with international laws on travel and Indian laws on minors. However if a minor is accompanying a registered subscriber they will be able to receive our services as a travel companion. Kindly make sure the minor's details are entered into the trip details while purchasing the subscription to IA services.

⇒ What services does India Assist provide to its subscribers?

IA provides services to ensure that you travel care free and stress free within India. Here is a list of services that we offer: a. On-Ground Assistance for o Medical Situations o Theft/Loss o Altercations o Transit and b. Information and Suggestions IA provides services only in the above mentioned areas of assistance and/or distress. IA is not responsible for delivering assistance in any situation that requires attention outside these areas.

⇒ Can I avail the IA service before I land in India?

Yes, you can connect with us through our mobile application via chat prior to the start of your service. You can located the chat option through the dashboard, on the top left corner of the App, under ‘CHAT WITH US’ option. You will be able to avail your subscribed (purchased) services and contact us through on call assistance once you land in India.

⇒ What if IA couldn’t help me provide a solution for me?

If India Assist has failed to deliver a solution for you under the areas in which we offer assistance, you are eligible for a refund, subject to IA Terms & Conditions. You may read our Terms and Conditions and can write to us at info@indiaassist.com

⇒ Where do I download India Assist for iOS from?

You can download and install the IA app on your iOS mobile phone, through the Apple store.

⇒ Where do I download India Assist for Android from?

To download and install the IA app on your Android phone, head to the Google Play store.

⇒ Can I avail the India Assist services without a smartphone?

The IA app is optimized for use on smartphones and available for download on iPhone and Android. If you don't have a smartphone, we won’t be able to track you and hence our assistance will not be available without the mobile application. However, if you are a subscribed user of our service and you do not have access to your smartphone, for any reason whatsoever, you could connect with us over email at info@indiaassist.com or call us through any channel on +91 9811664898.

⇒ How can I create an India Assist account?

For creating an account with us, you will have to click on ‘CREATE NEW ACCOUNT’. Creating an IA account requires a valid email address and phone number. You will also need to create a password. For completing your registration, enter your personal details here. Once you complete this part of the signup process, we’ll send an email to confirm your account registration with an OTP. Once you use the provided OTP to login, you'll be able to use the application. You can also sign up through your Google or Facebook accounts by clicking on either of the corresponding buttons once you open the IA app.

⇒ What is the Account Verification Procedure?

Once you have registered with IA, you will receive an email with an OTP to verify your registered account within a few minutes. Use the OTP to verify your account and login into your App.

⇒ I did not receive a verification email, what do I do?

If you haven’t received this email within a few minutes, check the spam or junk folder for your email address. If you have more than one email address, check which address is linked to your IA account. If you’re still not receiving verification emails and are unable to access your account, kindly write to us at info@indiaassist.com and we’ll sort you out.

⇒ How do I log in into my account?

Once your registered account with us has been verified, you will be able to access your account by clicking the ‘LOGIN’ and entering your registered email ID and password. You can also click on either the Google or Facebook buttons on the same page to login.

⇒ My email or phone number shows as already in use when I sign up, what do I do?

All IA accounts must have an email address and verified mobile number associated with the account in order to request assistance. Please request for a new password through ‘FORGOT PASSWORD’ in order to access your account. You will receive an email on your registered email ID. You may also use a new email ID to sign up. If there are problems with this process, kindly write to us at info@indiaassist.com and we’ll help you complete your sign up.

⇒ How do I plan a trip?

To plan a trip, click on ‘BUY ASSISTANCE’ on the home screen. Once you click on the same, you will be directed to a page where you enter personal details such as your address and emergency contacts. After you enter your details and click ‘SUBMIT’, you will be further directed to the ‘TRAVEL ITINERARY’ page. You must enter your travel details (date of travel within the chosen city) as well as the details of your travel companions (any one who is travelling with you), if any. Once you have duly filled your and/or your travel companion(s) trip details, you may choose to select a 'MEET & GREET' service at your port of arrival. Post this you will be redirected to the PAYMENT page that will capture the details for assistance/ services required by you. After you complete the payment, you can use your purchased assistance post your arrival in the country.

⇒ How much does subscribing to the service cost?

The services offered by IA are chargeable services. We charge $9.99 per day per person (inclusive of applicable Govt Taxes) for our services. Any overheads cause due to services requested and purchased by the subscriber will be charged on actuals. The subscriber will be informed of the extra charges, if any, while making the purchases by the Customer Care Team. Please note that all assistance provided to user will primarily be through telephone, and or in certain case through on-ground support as well. On-ground support assistance is limited to and currently restricted to the capital city, New Delhi. Any extension in on-ground support assistance to new cities will be notified explicitly on our App.

⇒ How can I access my account if I am someone’s Travel Companion?

If you have been registered by someone as their travel companion, you would have received an email from us on your registered email ID with your password. We treat every registration as an individual entity. Kindly use your registered email ID and generated password to LOG IN into your IA account.

⇒ If I do not have an Indian SIM, will my services work?

Yes, even if you do not have an Indian SIM, your service will be active provided you have access to active roaming phone & internet (only 3G or 4G) services on your mobile number. If and once you acquire a local Indian SIM kindly update the same on your ‘PROFILE’ in the dashboard on the top left corner of home screen of the IA app.

⇒ When will my services be activated?

Your IA services will be activated upon arrival to India, as per the dates provided to us by you while planning your trip. You can view the same by accessing ‘UPCOMING TRIPS’ in the ‘MY ASSISTANCE’ option provided in the dashboard on the top left corner of the home screen.

⇒ How can I make changes in my trip?

You can view your ‘UPCOMING TRIPS’ in the ‘MY ASSISTANCE’ option provided in the dashboard on the top left corner of the home screen. You can make the necessary changes by writing to us on info@indiaassist.com to edit the trip details. Alternatively you can also chat with us by clicking on ‘CHAT WITH US’ option provided in the dashboard.

⇒ How can I cancel my trip or purchased assistance?

Cancelling a trip or purchased assistance requires you to contact our customer care by emailing info@indiaassist.com. After sending this email, your request will be processed within 24 hours and we will get back to you regarding the cancellation procedure. All related refunds, if eligible according to our Terms & Conditions, will be credited to you within 10-15 business days.

⇒ Am I charged for cancelling my trip? What is the refund policy for cancellations?

Cancellation charges are not applicable on cancellation of trip prior to 48 hours of your travel to the country (India). A full refund will be applicable on such a cancellation of trip/ services purchased. No refund will be applicable in case of a no show and cancellation of trip/services done in less than 48hrs of travel to the city of assistance in India. The refund policy for cancelling a trip is as follows: o Cancellations prior to 48hours from the subscription start date is 100% refundable o Mid Trip cancellation are eligible for refund in the following Instances for the remainder of the trip  SLA Breach  Non availability of Coverage  IA cancelling your subscription/ service

⇒ How do I request for assistance?

You will be able to request for assistance once your IA subscription has been activated. You may request assistance for any of the following situations available on your home screen: o Information o Medical o Theft o Loss o Altercation o Transit The above will appear as colour-coded icons on the home screen of your IA app. To request for assistance, you can click on the icon under which you require assistance on the home screen. This will generate a call to our customer care, through your mobile call services, where our Connect Team executive will help you with your requirement/ assistance. Based on your requirement, assistance will be provided in the form of information, suggestions and/ or an On-ground executive will be attached to you who will reach out to you at your live location and guide you through the distress towards the most suitable point of solution. Please note that all assistance provided to you will primarily be through telephone, and or in certain case through on-ground support as well. On-ground support assistance is limited to and restricted within the city of New Delhi. In case of on-ground assistance requirement, the IA customer care executive will allocate a ground assistance personnel to you, who's location you will also be able to track by clicking the TRACK ASSISTANCE button on your home screen.

⇒ Can I track my ground assistance personnel?

Yes. Once a ground assistance personnel is allocated to you by the IA customer care executive, you will be able to view his/her location on your device through the IA App clicking on the TRACK ASSISTANCE button on the home screen.

⇒ How will my travel companion receive India Assist services?

We treat every registration as an individual entity. Your travel companion needs to have an active IA account to receive service/ assistance from us. Kindly ensure that your travel partner/ companion has accessed their registered email ID to retrieve the password to LOG IN into their IA account. The travel companion will require a separate mobile device to receive their India Assist services, when they are not with you.

⇒ How can I request for assistance if I do not have my App on me?

In a case where you do not have a device to access your IA account, kindly call us on +91 9811664898 to get in touch with our customer care. You will require your Customer ID no. and Registered Email ID for verification purposes. However, if you have not availed our services on the mobile application, you will not be able to request for assistance. We can help you out 24/7, as long as you’ve downloaded the application and bought our services.

⇒ What do I do if I have forgotten my password?

If you forget your password, you will need to enter the email address associated with your IA account on the login screen, and then click ‘FORGOT PASSWORD’. You will receive an email within a few minutes with an OTP. Enter the OTP received onto the App to be able to login, after which you will be able to create a new password for your account.

⇒ What do I do if I want to update/reset my password?

If you want to update your IA account password, please visit the dashboard on the top left of your home screen and click on the ‘PROFILE’ option. Editing option on this page will enable you to update/reset your password. Kindly enter your new password and click the ‘UPDATE’ button at the bottom of the page.

⇒ What do I do if I did not receive my password reset email?

When you request a password reset, we send you an email with an OTP. If you don’t received this email within a few minutes, check the spam or junk folder for your email address. If you have more than one email address, check which address is linked to your IA account. Be sure to enter your email address correctly. If you’re still unable to reset your password or access your account, please get in touch with us at info@indiaassist.com

⇒ What do I do if my account is suspended?

If your account is suspended, you will be unable to sign in or request for services during your trip. User accounts requiring additional verification may be temporarily suspended. We're happy to review your account. To get started share your contact info at info@indiaassist.com. We’ll get in touch.

⇒ How do I update my profile?

If you want to update your IA profile, please visit the dashboard on the top left of your home screen and click on the option of ‘PROFILE’. The editing option on the top right corner will enable you to update your details. You can update the following fields; name, password and mobile number. Kindly enter your new details and click the ‘UPDATE’ button at the bottom of the page.

⇒ How to change the app's language setting?

The default language in IA App is English. We are currently not available in any other language.

⇒ How do I sign out of the app?

If you want to sign out of your IA account, please visit the dashboard on the top left of your home screen and click on the ‘SIGN OUT’ option.

⇒ How do I check a refund or adjustment status?

Once you have cancelled your trip and/or are eligible for a refund, in accordance with our cancellation policy, an invoice will be raised and sent to your registered email ID entailing the adjustment details. In case you do not receive such an email from us, we're happy to review your refund or adjustment request. You can email us on info@indiaassist.com.

⇒ What are IA's Payment policies?

The services offered by IA are chargeable services. We charge $9.99 per day per person (inclusive of applicable Govt Taxes) for our services. Any overheads cause due to services requested and purchased by the subscriber will be charged on actuals. The subscriber will be informed of the extra charges, if any, while making the purchases by the Customer Care Team. You can pay for the services purchased only through modes of online payment. Presently, we accept credit and debit cards from all major providers including MasterCard, Visa, Maestro, Discover, Diners Club International & American Express. Please note that on-ground support assistance is limited to and restricted within the capital city of New Delhi. Any extension in on-ground support assistance to new cities will be notified explicitly on our App.

⇒ How can I use a Promo codes for my trip?

You may receive/ use a valid promo code to avail a discount on the total billing amount while purchasing our subscription. Just enter the promo code at hand at the payment page. The billed amount for the services requested during your trip is automatically adjusted with this promo-code prior to redirecting you to the payment gateway.

⇒ What are India Assist's Terms & Conditions?

We want your travel to be enjoyable and safe for everyone. These ground rules are designed to ensure that users have a comfortable and hassle free vacation when using IA. Please visit the link https://indiaassist.com/terms & https://indiaassist.com/privacy to learn more about our Terms & Condition for professionalism, safety, and emergencies. Alternatively, they are also available in the IA App for you to read.

⇒ Does India Assist use App permissions?

After you download and open the IA app, your mobile device will notify you when the app requests various permissions. App Services will require the location sent from the Devices at the time of distress, tracking of location is extremely important for providing any first contact assistance to you in cases of theft & lost, medical emergency, transit and altercation, by turning of the location you may compromise with the quality of services. Granting the IA app this access supports the best possible experience. To learn more about app permissions, please read the IA App Terms and Conditions at https://indiaassist.com/terms.

⇒ Where can I send in my inquiries?

If you wish to contact us, kindly write to us at info@indiaassist.com You may also visit our website at www.indiaassist.com

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