Ride by iPakket, operated by iPakket Corporation, establishes this Complaint Policy to define how complaints are received, reviewed, documented, and resolved. This policy applies to complaints related to Ride by iPakket’s services, devices, mobile application, website, payments, employees, contractors, users, vendors, partners, and general operations.

1. Definition of a Complaint

A complaint is a formal report alleging an issue related to Ride by iPakket’s services or responsibilities, including:

Safety concerns, accidents, injuries, or property damage.
Improper parking or obstruction of public access (sidewalks, ramps, crosswalks).
Billing, payment, refund, or account disputes.
Damaged, abandoned, missing, or malfunctioning devices.
App, website, or service failures.
Discrimination, harassment, retaliation, or misconduct.
Violation of company policy, city requirements, or applicable law.

2. Complaint Submission and Channels

Complaints may be submitted through official Ride by iPakket channels:

Email: contact@ridebyipakket.com
Mobile App: In-app support or reporting feature.
Public Agency Referrals: Direct coordination with city and regulatory bodies.

3. Required Information

To properly review a complaint, please provide:

Name and contact information of the reporting party.
Date, time, and specific location of the incident.
Device number, vehicle number, ride ID, or transaction ID if available.
Clear description of the issue along with photos, screenshots, or receipts.

4. Review Procedure and Response Times

Ride by iPakket makes reasonable efforts to acknowledge formal complaints within two business days and aims to provide a resolution within ten business days. Urgent safety, accessibility, accident, and public agency complaints are prioritized.

5. Emergency Matters

Ride by iPakket support is not an emergency service. If a complaint involves immediate danger, injury, crime, or fire, please contact local emergency services (911) first.

6. Confidentiality and No Retaliation

Complaint information is handled with reasonable confidentiality. Ride by iPakket strictly prohibits retaliation against any person who submits a complaint in good faith or participates in a complaint review.