📣 inGo Complaints & Dispute Resolution Policy

Effective Date: 01/01/2026
This policy explains how users (riders and couriers) can report issues, complaints, or disputes, and how inGo resolves them.

1. Scope

This policy applies to all users of the inGo app, including:

• Riders requesting rides or deliveries
• Couriers providing delivery services

It covers complaints related to:

• Trip or delivery issues
• Payments and mobile money transactions (EcoCash/OneMoney)
• Safety, accidents, or misconduct
• Account issues, cancellations, or service quality

2. How to Submit a Complaint

• Open the in-app Support / Help section
• Select the relevant trip, delivery, or transaction
• Provide details:
  • Date & time of issue
  • Description of the problem
  • Any supporting evidence (photos, screenshots, receipts)

Alternative: Contact support via:
📧 Email: info@ingo.co.zw
📞 Phone: +263777205600

3. Complaints Handling Process

1. Acknowledgment: inGo confirms receipt of your complaint within 24 hours.
2. Review: inGo investigates the complaint, which may include:
   • Trip/delivery logs
   • Driver/courier input
   • Payment records (EcoCash/OneMoney)
3. Resolution: inGo will respond with a proposed solution within 5–7 business days.
4. Follow-up: Users may request additional clarification or appeal if unresolved.

4. Dispute Resolution

• Most disputes are resolved internally via the above process
• If unresolved, parties may pursue:
  • Mediation or arbitration
  • Legal remedies under Zimbabwean law

Important: Using inGo implies agreement to attempt resolution via the app’s dispute process before legal action, where possible.

5. Payment Disputes

• For mobile money (EcoCash/OneMoney) or cash payments:
  • Report disputes within 7 days of the trip or delivery
  • inGo may reverse or adjust charges after investigation
• inGo complies with RBZ regulations for electronic and mobile money disputes

6. Safety & Misconduct Complaints

• Report accidents, harassment, or unsafe behavior immediately
• inGo may suspend or deactivate accounts pending investigation
• Cooperation with investigations is required to resolve disputes

7. User Responsibilities

• Provide accurate and complete information when submitting complaints
• Act in good faith
• Respond to follow-ups from inGo during the investigation

8. Escalation

If a complaint remains unresolved:

• Users can escalate to inGo management or licensed consumer protection authorities in Zimbabwe

9. Record Keeping

• inGo keeps records of complaints and disputes for audit, regulatory, and legal purposes
• Records are retained per data retention policies

10. Contact for Complaints

📧 Email: info@ingo.co.zw
📞 Phone: +263777205600
🏢 Kiggata Investment (Zimbabwe)