Support
Complaints Procedure
We want complaints handled clearly, fairly and by the party responsible for the issue. This procedure explains where to start and what information helps us investigate.
1. Contact the right party first
Contact Connect for account access, privacy, NFC activation, Connect subscriptions, Connect product orders, platform conduct, technical booking records or payment-status issues.
Contact the profile owner first for the quality or delivery of their service, availability, service cancellation, deposit, balance, invoice or service-related refund. Their details appear on the profile or booking confirmation. Contact the hosted payment provider for a provider-account restriction or formal payment dispute when its process applies.
If you are unsure who is responsible, send the complaint to Connect. We will explain the boundary or route the technical part appropriately without pretending that Chibara controls an independent provider’s service decision.
2. What to include
- Your name and a safe contact method.
- The account email, profile address, order number, booking reference or payment reference relevant to the issue.
- A concise description, important dates, the outcome you seek and steps already taken.
- Relevant screenshots, photographs or correspondence. Do not send passwords, full card numbers, CVV codes or private provider secrets.
- For an accessibility or safety concern, any communication adjustment or urgency we should understand.
3. What happens next
We will acknowledge the complaint within a reasonable time, verify identity or authority where needed, and assess which records and parties are relevant. Complex, security-sensitive or third-party matters may take longer than a straightforward account correction.
We may ask for further information, preserve transaction or security records, contact the profile owner or provider, and temporarily restrict a card, profile or feature where reasonably necessary to prevent harm. We will provide an outcome or progress update and explain any available next step.
A complaint does not guarantee the remedy requested. The outcome depends on the evidence, contract, provider control and applicable law. Nothing in this procedure removes a right to approach a court, regulator, ombud or other body that has jurisdiction.
4. Privacy complaints and requests
Mark a message ‘Privacy’ if it concerns access, correction, deletion, objection, consent, an alleged data incident or another personal-information issue. We may ask for proof of identity before disclosing or changing personal information.
If the concern involves information held independently by a profile owner, we may direct you to that person while addressing any Connect-controlled copy. You may also approach South Africa’s Information Regulator where applicable.
5. Ask for review
If you believe important evidence was missed or the outcome does not address the complaint, reply to the outcome and ask for review. Identify the disputed finding and provide any new information. Where practicable, a different authorised person will review the matter.
6. Complaint records
We keep complaint records only as reasonably necessary to investigate, identify repeated issues, meet legal duties and establish or defend claims. Access is limited according to role and sensitivity. The Privacy Policy explains rights and retention in more detail.