Complaint Policy

Last Updated: May 2026

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.

The purpose of this policy is to provide a clear process for handling complaints in a consistent, fair, and documented manner.

This policy is intended to:

1. Define what qualifies as a complaint.
2. Establish the required information for review.
3. Set the procedure for complaint intake, classification, investigation, and resolution.
4. Identify the possible outcomes of a complaint.
5. Maintain proper records for operational, legal, insurance, and compliance purposes.

Definition of a Complaint

A complaint is a formal report submitted by a user, employee, contractor, vendor, partner, public agency, property owner, community member, or third party alleging an issue related to Ride by iPakket’s services, operations, conduct, or responsibilities.

A matter may be considered a complaint when it involves:

1. A safety concern.
2. An accident, injury, or property damage.
3. Improper parking or obstruction of public access.
4. A billing, payment, refund, or account dispute.
5. A damaged, abandoned, missing, or malfunctioning device.
6. A failure of the app, website, or service that directly affects the user.
7. Discrimination, harassment, retaliation, or misconduct.
8. Violation of company policy, city requirements, or applicable law.
9. Conduct by a Ride by iPakket employee, contractor, vendor, partner, or user.

Matters Outside the Complaint Process

Not every communication is treated as a formal complaint.

The following may be handled as general support requests unless they involve a specific dispute, harm, safety issue, or unresolved matter:

1. General questions.
2. Pricing inquiries.
3. Service area questions.
4. App guidance.
5. Suggestions or feedback.
6. Marketing or partnership inquiries.
7. Routine technical support.
8. General dissatisfaction without a specific incident.

Ride by iPakket may reclassify a support request as a complaint if the matter requires investigation, escalation, documentation, or corrective action.

Complaint Submission

Complaints may be submitted through official Ride by iPakket channels:

Email: support@ridebyipakket.com
Mobile App: In-app support or reporting feature
Website: Contact or support form, if available
Authorized Representative: Direct communication with an approved company representative
Public Agency Referral: Complaint received from a city, regulator, law enforcement agency, or public authority

Complaints submitted through informal or unofficial channels may not be reviewed as formal complaints unless sufficient information is provided.

Required Information

To properly review a complaint, Ride by iPakket may require:

1. Name and contact information of the reporting party.
2. Date and time of the incident.
3. Location of the incident.
4. Device number, vehicle number, ride ID, transaction ID, or account information, if available.
5. Clear description of the issue.
6. Photos, videos, screenshots, receipts, or other evidence, if available.
7. Names or descriptions of involved persons, if known.
8. Requested resolution, if applicable.

If the information provided is incomplete, Ride by iPakket may request additional details. Lack of sufficient information may limit or prevent further review.

Complaint Classification

Complaints may be classified according to their nature and urgency.

Safety Complaint
Accidents, injuries, dangerous device conditions, fire concerns, criminal activity, or immediate public safety risks.

Accessibility Complaint
Obstruction of sidewalks, curb ramps, entrances, driveways, crosswalks, transit stops, emergency access, or pedestrian pathways.

Billing or Account Complaint
Payment disputes, refund requests, incorrect charges, failed ride termination, account access issues, or fee disputes.

Device or Operational Complaint
Malfunctioning devices, abandoned devices, service interruptions, app issues, parking issues, or service quality concerns.

Conduct Complaint
Discrimination, harassment, retaliation, threats, abusive behavior, fraud, misconduct, or policy violations involving employees, contractors, users, vendors, or partners.

Public Agency Complaint
Any complaint, notice, request, or concern submitted by a city, regulator, law enforcement agency, transportation department, or other public authority.

Review Procedure

After receiving a complaint, Ride by iPakket may take the following steps:

1. Record the complaint.
2. Classify the complaint by category and urgency.
3. Review the information provided.
4. Request additional information, if necessary.
5. Preserve relevant records.
6. Assign the matter to the appropriate internal team or representative.
7. Determine whether immediate action is required.
8. Conduct a review based on available evidence.
9. Issue a response, resolution, or closure decision.

The scope of review depends on the nature of the complaint, available evidence, legal obligations, safety considerations, and operational impact.

Investigation

Depending on the complaint, Ride by iPakket may review:

1. Account records.
2. Ride history.
3. GPS or geolocation data.
4. Device status and diagnostics.
5. Payment and transaction records.
6. App or website activity.
7. Support communications.
8. Photos, videos, or other submitted evidence.
9. Field operations reports.
10. Employee, contractor, vendor, or partner statements.
11. City, insurance, legal, or regulatory communications.

Ride by iPakket may contact the reporting party or any involved person when additional information is needed.

Response Time

Ride by iPakket will make reasonable efforts to acknowledge formal complaints within two business days.

When possible, Ride by iPakket will aim to provide a response or resolution within ten business days.

Some matters may require additional time due to field inspection, technical review, third-party involvement, insurance review, legal review, public agency coordination, or incomplete information.

Urgent safety, accessibility, accident, and public agency complaints may be prioritized.

Possible Outcomes

After review, Ride by iPakket may take one or more of the following actions:

1. Provide an explanation or clarification.
2. Approve or deny a refund, credit, or billing adjustment.
3. Apply, reduce, or waive a fee.
4. Relocate, recover, repair, disable, or remove a device.
5. Issue a warning.
6. Suspend or terminate a user account.
7. Take internal corrective action.
8. Review contractor, vendor, or partner conduct.
9. Update procedures, app instructions, parking rules, or operational practices.
10. Refer the matter to insurance, legal counsel, law enforcement, regulators, or public authorities.
11. Close the complaint with no further action if unsupported, unverifiable, incomplete, outside company responsibility, or resolved.

Submission of a complaint does not guarantee a refund, compensation, disciplinary action, or specific result.

Emergency Matters

Ride by iPakket support is not an emergency service.

If a complaint involves immediate danger, injury, fire, crime, or emergency access obstruction, the reporting party should contact local emergency services first.

The matter should also be reported to Ride by iPakket so the company can take appropriate operational action.

False, Abusive, or Bad-Faith Complaints

Ride by iPakket may decline, close, or limit review of complaints that are false, abusive, threatening, fraudulent, duplicative, vague, or submitted in bad faith.

Ride by iPakket may also restrict communication or take appropriate action when the complaint process is misused.

Confidentiality

Complaint information will be handled with reasonable confidentiality.

However, information may be shared when necessary to review, investigate, resolve, document, or respond to the complaint.

This may include sharing information with employees, contractors, service providers, insurers, legal advisors, public agencies, law enforcement, regulators, or involved third parties.

Confidentiality cannot be guaranteed when disclosure is required by law, safety, insurance, legal process, or regulatory obligation.

No Retaliation

Ride by iPakket prohibits retaliation against any person who submits a complaint in good faith or participates in a complaint review.

Good faith means the person reasonably believes the concern is true, even if the review later determines that no violation occurred.

Complaint Records

Ride by iPakket may maintain records of complaints, evidence, communications, findings, and resolutions.

Records may be used for customer support, operational review, legal compliance, insurance claims, safety improvement, city reporting, account review, contractor management, or internal audits.

Complaint records will be retained according to company policy and applicable legal, regulatory, insurance, and operational requirements.

Final Determination

Ride by iPakket has the authority to make the final determination regarding complaints submitted under this policy.

Final decisions may be based on available evidence, company records, applicable law, city requirements, user agreements, internal policies, safety considerations, and operational judgment.

Contact

Complaints should be submitted to:

Ride by iPakket / iPakket Corporation
Email: support@ridebyipakket.com