Help and complaints
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 |
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.
Complaint category #1: the shop asked to keep a renter's passport or ID as a deposit. This is prohibited — report it.
Your rights
- You have the right to request human review of any automated action that affects you.
- 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.
If you are not satisfied with us
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.
Direktorat Jenderal Perlindungan Konsumen dan Tertib Niaga (Ditjen PKTN), Kementerian Perdagangan RI
WhatsApp: 0853-1111-1010
Common questions
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.
Can a shop keep a renter's passport?
No. A shop asking to keep a renter's passport or ID as a deposit is complaint category #1 — report it.