Tell us what happened.

1. How to complain

Email support@rospoplabs.ai with “KW3LA complaint” in the subject. Include your account email/phone, ride reference if relevant, date/time, a clear description, any evidence you can lawfully share, and the outcome you are asking for.

Do not send passwords, full bank-card details or unrelated sensitive personal information.

2. Safety complaints

For an immediate emergency, contact local emergency services first. After the immediate risk is addressed, send KW3LA the ride reference and facts. We may preserve relevant ride events, messages, vehicle identity and location records and may temporarily restrict an account while a serious safety report is assessed.

3. Our review

We aim to acknowledge ordinary complaints within two business days and provide a substantive response within ten business days. Complex safety, fraud, data-protection or third-party investigations may take longer. We will try to explain delays and material outcomes where lawful and appropriate.

4. Payment and commission disputes

Rider fare disputes should include the fare agreed, amount actually paid and ride reference. Driver commission disputes should include the ledger entry/payment claim and any provider transaction reference. Do not submit a false or reused EcoCash reference.

5. Privacy complaints

Privacy/data-rights complaints should identify the information or processing concerned. You may also have the right to complain to the Zimbabwe Data Protection Authority (POTRAZ) or another competent privacy regulator where applicable.

6. Consumer and regulatory rights

This internal complaint process does not remove any right to approach a competent consumer-protection body, transport authority, data-protection authority, insurer, police service or court. KW3LA does not presently subscribe to a private ADR scheme.

7. Contact and legal notices

Rospop Labs Ltd, company number 14542843, 5 Brayford Square, London, England, E1 0SG. Email: support@rospoplabs.ai. Telephone: Not yet published.