Complaints & Appeals
A documented, fair route for rental disputes, payment issues, verification decisions and complaints about Arkilamo itself.
1. Who can complain and about what
Renters, owners, applicants and visitors may raise a concern about a listing, vehicle condition, driver conduct, agreed package, payment, refund, deposit, messaging, verification, privacy, account restriction or Arkilamo’s own service. You do not have to agree that Arkilamo is the vehicle supplier to complain about a platform service.
An urgent safety incident should first be reported to emergency responders or the appropriate authority. Support is not an emergency dispatch service and does not guarantee continuous live monitoring. Preserve evidence only where safe.
2. How to open a case
Use your in-platform Support inbox or email support@arkilamo.com. Privacy/data-rights matters can go directly to support@arkilamo.com. Identify the booking/account reference, what happened, relevant dates, the requested remedy and any safe supporting evidence. If you cannot sign in or believe your account is compromised, use the published support contact.
Useful evidence includes the accepted listing/package, quote and cancellation terms, payment references, timestamped handover/return records, photographs, written approvals and relevant messages. Send only what is necessary. Redact unrelated third-party details and never include passwords, OTPs, CVV or full identity documents in an ordinary support message. If an ID is necessary, use the protected verification channel.
3. Acknowledgement, triage and updates
Our service targets are acknowledgement within two business days, an initial substantive response within five business days after sufficient information is available, and a reasoned outcome within fifteen business days where reasonably possible. These are operational targets, not a promise of 24/7 coverage or a reason to ignore a shorter statutory/provider deadline.
We prioritize credible safety, account-takeover and active-payment risks. If a case needs an insurer, payment provider, counterpart response or further investigation, explain the delay, the information needed and the next update date. Do not close a case simply because an external party has not yet replied.
4. Fair investigation
We review the accepted agreement and records, invite both relevant parties to respond, and distinguish verified facts from allegations, AI flags and assumptions. An automated document flag or a one-sided screenshot is not automatically conclusive. Use staff with appropriate permissions and avoid unnecessary sharing of personal data.
Where a conflict of interest is identified, assign a different reviewer where practicable. Measures such as listing suspension, limited access or a proportionate hold must have a documented basis and review point. A temporary protective measure is not itself a final finding of wrongdoing.
5. Outcome and scope of platform assistance
The written outcome should state the key issues/evidence, applicable accepted terms, reasoning, available remedy, payment/deposit calculation if relevant, who must act, expected next steps and the appeal route. A rental owner may owe a remedy directly; Arkilamo remains responsible for its own duties.
Depending on the facts and actual enabled capabilities, assistance may include correcting a record, asking for further verification, facilitating a refund/deposit release, correcting a fee/points entry, restricting a listing/account, referring a claim or declining an unsupported claim with reasons. We do not promise powers to seize money held outside our control or make a binding court/insurance decision.
6. Appealing a decision
If you disagree, request an appeal through the same case or support@arkilamo.com, preferably within fourteen calendar days after the outcome. Explain the alleged error, omitted evidence or requested reconsideration. That target does not waive a later statutory claim or prevent review of important new evidence.
A different authorized reviewer should handle the appeal where practicable. We aim to acknowledge it within two business days and give a reasoned response within ten business days after necessary material is available, with an explanation if more time is required. For verification disputes, provide a protected route to correct details or supply clearer captures; do not require public disclosure of IDs.
7. Privacy complaints and data rights
Privacy concerns and requests for access, correction, objection, blocking/erasure, portability where applicable or consent withdrawal are handled through support@arkilamo.com under the applicable legal rules, not merely the ordinary rental-case timetable. We may verify identity proportionately and explain lawful limits.
You may complain to the National Privacy Commission and other competent authorities. Do not interpret an account restriction or contract clause as a requirement to withdraw a privacy complaint or waive a data-protection right.
8. External remedies and no retaliation
You may seek the assistance of the DTI, National Privacy Commission, PayMongo/your bank or e-wallet, an insurer, law enforcement, a competent court or another appropriate body, according to its authority and procedures. Preserve independent chargeback/provider and statutory deadlines while a platform case is open. There is no mandatory waiver of those routes.
Do not knowingly fabricate evidence or make abusive threats. Equally, a good-faith complaint, truthful review or lawful report must not be penalized merely because it is inconvenient. Moderation should address actual violations and provide a fair explanation where lawful. Settlement offers must not require unlawful secrecy, surrender of non-waivable rights or deletion of truthful evidence.
9. Records, closure and contact
We keep proportionate case and audit records for the applicable retention purpose and restrict access. A closed internal case can be reopened for significant new evidence, an unfulfilled agreed remedy or a material error, without implying an unlimited retention period.
Contact WebRepublik IT Solutions at Bacoor, Cavite, Philippines, support@arkilamo.com for service concerns, or support@arkilamo.com for privacy matters. Policy changes are dated; they do not retrospectively remove an agreed remedy or shorten a mandatory legal deadline.