Help and complaints
How to complain to us
Send your complaint on WhatsApp. If it concerns one booking or one invoice we ask you for the reference inside the conversation — do not send a photograph of an identity document. The deadlines below run from the moment your message arrives.
How long we take to answer
| Stage | Deadline |
|---|---|
| Acknowledge | ≤ 1×24h |
| First substantive response | ≤ 2×24h |
| Resolution or written explanation | ≤ 7×24h |
| Status update | every 7 days |
| Written escalation route | after 14 days |
| If you are not satisfied with us | WhatsApp: 0853-1111-1010 |
| Direktorat Jenderal Perlindungan Konsumen dan Tertib Niaga (Ditjen PKTN), Kementerian Perdagangan RI If you are not satisfied with our resolution, you may complain to the Ministry of Trade's Ditjen PKTN via the consumer-complaint WhatsApp above. | |
NIB review
| Stage | Deadline |
|---|---|
| NIB review acknowledged | ≤ 1×24h |
| NIB review decision | ≤ 3×24h |
What we handle
- Complaints about the platform are ours: we can delist, deindex from search, or suspend.
- Complaints about a rental are logged and routed to the Shop, because the platform never touched the money.
- But a pattern of verified complaints feeds that Shop's ranking, badge, and suspension.
Your rights
- You have the right to request human review of any automated action that affects you — send the request via the complaints WhatsApp on this page, and we answer within the SLA above.
- An Operator has the right to object to a fee change before it takes effect.
- You have the right to request deletion of your account and personal data, and you do not need an account to ask — see /hapus-akun.
Questions about complaints and your rights
How long until my complaint is answered?
We acknowledge within 1×24h and give a first response within 2×24h; resolution or a written explanation within 7×24h.
Where do I complain if I am not satisfied?
To the Ministry of Trade's Ditjen PKTN via the consumer-complaint WhatsApp listed on this page.