Complaints and Internal Redress Policy

1. Purpose

TindaNation provides an internal mechanism for users to report transaction problems, safety concerns, policy violations, fraud, account actions, prohibited goods, privacy concerns, and other disputes. The process is intended to be accessible, responsive, documented, and fair to the parties involved.

2. How to File

Use the in-app/web complaint function when available, or contact [email protected]. Privacy-specific concerns may be sent to [email protected]. Include the Order/account reference, a clear description, requested outcome, and available supporting evidence. For emergencies or imminent threats, contact emergency/law-enforcement services directly and then notify TindaNation when safe.

3. Complaint Categories

• Wrong/missing/spoiled/damaged or misdescribed goods
• Merchant cancellation or unavailable item
• Price/substitution/hidden-charge dispute
• Failed, delayed, unsafe, or incomplete delivery
• Payment, cash, wallet, Platform Fee, or settlement dispute
• Harassment, discrimination, threats, or misconduct
• Prohibited/restricted goods or age-verification issue
• Account suspension/verification issue
• Privacy/data-subject concern
• Fraud, impersonation, falsified documents, or account compromise
• Intellectual-property/takedown concern
• Other legal or policy violation

4. Acknowledgement and Seven-Day Internal Redress Period

TindaNation should acknowledge receipt promptly and aim to resolve ordinary complaints as quickly as reasonably practicable. Consistent with the Internet Transactions Act, the internal redress mechanism is considered exhausted if the complaint remains unresolved after seven (7) calendar days from filing. Complex investigations may continue after that point, but the complainant is not prevented from using lawful external remedies once the internal mechanism is exhausted.

5. Investigation

TindaNation may review Platform records and request proportionate information from the parties. Each party should have a reasonable opportunity to provide relevant facts, except where immediate safety action, fraud controls, preservation orders, confidentiality, or law requires a different process.

6. Interim Safety Measures

TindaNation may temporarily hide a listing, pause an Order, restrict a payment/wallet function, preserve records, or suspend an account/Rider from new Orders while investigating a credible serious safety, fraud, prohibited-product, identity, or security concern. Interim action is not necessarily a final finding of fault.

7. Possible Outcomes

• Information/correction or explanation
• Cancellation or redelivery
• Refund, replacement, return, or price correction
• Delivery-fee or Platform Fee adjustment where justified
• Warning, training requirement, listing removal, document re-verification, account restriction, suspension, or termination
• Referral to Merchant/Operator for direct remedy
• Data correction/erasure/blocking action where legally appropriate
• Preservation and lawful disclosure to a regulator, court, law enforcement, insurer, or other competent party
• No action where the available evidence does not establish a violation

8. Review / Reconsideration

A party materially affected by an internal outcome may request reconsideration within 24 hours by identifying the specific error or new evidence. TindaNation may decline repetitive requests that raise no new issue, without limiting external remedies available by law.

9. External Remedies

After the internal mechanism is exhausted, or earlier where law permits, an aggrieved party may pursue the appropriate government, alternative dispute resolution, or judicial remedy. Consumer disputes may be brought to the DTI or other competent regulator depending on subject matter. Privacy complaints may be brought to the National Privacy Commission. TindaNation will not use this Policy to block mandatory agency or court jurisdiction.

10. Records and Privacy

Complaint data will be processed under the Privacy Policy and retained for a period appropriate to the dispute, legal obligations, fraud/safety needs, and legal claims. Access will be limited to personnel and parties with a legitimate need or lawful authority.

11. Good-Faith Reporting and Misuse

TindaNation will not retaliate against a user for a good-faith complaint. Knowingly false accusations, fabricated evidence, threats, extortion, harassment, or abuse of the complaint process may result in appropriate account action.