Support Policy

Introduction

At Kilo, we're committed to providing excellent support to help you with any questions, issues, or concerns about your deliveries, payments, or account. This Support Policy outlines how we provide support, what you can expect from us, and how to get the best help.

By using our support services, you agree to this Support Policy. We may update this policy from time to time, and we'll notify you of significant changes.

Support Hours

Available Hours: Our support team is available Monday through Sunday, from 7:00 AM to 7:00 PM (local time).

Response Times: We usually respond within minutes during our support hours. For urgent delivery issues, we prioritize faster responses.

Outside Hours: You can still send us messages outside of support hours, and we'll respond as soon as we're back online. For critical delivery issues outside hours, please use the in-app emergency features.

How to Contact Support

In-App Support: The easiest way to reach us is through the support chat feature in the Kilo app. This allows us to see your account context and provide faster, more personalized help.

Email: You can also email us at support@kiloapp.org. Please include your account email or phone number so we can locate your account.

Support Page: Visit our Support page for common questions, troubleshooting guides, and additional resources.

What We Can Help With

Account Issues: Account setup, verification problems, profile updates, password resets, and account access issues.

Delivery Questions: Creating deliveries, tracking packages, understanding delivery status, photo verification, OTP issues, and delivery-related concerns.

Payment & Billing: Payment processing, refund requests, payment on delivery (POD) questions, rider earnings, withdrawal issues, and billing inquiries.

Technical Support: App issues, GPS tracking problems, photo upload failures, notification problems, and other technical difficulties.

Disputes & Issues: Delivery disputes, package damage claims, delivery delays, missing packages, and other delivery-related problems.

General Questions: How to use features, understanding policies, platform rules, and any other questions about using Kilo.

What Information to Provide

To help you quickly and effectively, please provide:

• Your account email or phone number
• Delivery ID (if asking about a specific delivery)
• A clear description of the issue or question
• Screenshots or photos (if relevant)
• Steps you've already taken to resolve the issue
• Any error messages you've seen

The more information you provide, the faster we can help you. However, we'll never ask for your password, payment card details, or other sensitive information that you shouldn't share.

Security & Privacy in Support

We Will Never Ask For: Your password, full payment card numbers, PIN codes, or other sensitive authentication information. If someone claiming to be from Kilo asks for this information, it's a scam—please report it immediately.

Secure Conversations: All support conversations are secure and private. We use encrypted channels to protect your information.

Data Protection: We only access information necessary to help you. Support conversations may be recorded for quality assurance and training purposes, but they're kept confidential and used only to improve our service.

Verification: For security, we may ask you to verify your identity before discussing sensitive account information. This helps protect your account from unauthorized access.

What Support Cannot Do

While we're here to help, there are some things we cannot do:

• We cannot change delivery prices after a rider has been matched (except in special circumstances)
• We cannot force a rider to accept a delivery or force a sender to accept a counter-offer
• We cannot provide personal information about other users beyond what's necessary for deliveries
• We cannot process refunds without proper investigation and verification
• We cannot override platform policies or terms of service
• We cannot provide legal advice or act as mediators in legal disputes

If we cannot help with something, we'll explain why and suggest alternatives when possible.

Dispute Resolution

Automated Resolution: Most disputes are resolved automatically using our AI-powered system that analyzes GPS data, photos, and delivery records. This usually happens within minutes.

Manual Review: If automated resolution isn't possible, our support team reviews cases manually. We'll investigate all available evidence, including photos, GPS tracking data, timestamps, and user communications.

Fair Process: All parties involved in a dispute are given opportunity to provide evidence and respond to claims. We make decisions based on available evidence and platform policies.

Final Decisions: Our support team's decisions on disputes are final, subject to our Terms & Conditions. We reserve the right to make final determinations based on available evidence.

Escalation Process

If you're not satisfied with the initial support response, you can request escalation:

• Ask the support agent to escalate your case to a supervisor
• Provide additional context or information that wasn't considered
• Request a review of the decision if you believe new evidence is available

Escalated cases are reviewed by senior support staff or management. We aim to resolve escalated cases within 24-48 hours during business days.

Language & Communication

Primary Language: Our support team primarily communicates in English. We'll do our best to help you in other languages when possible, but response times may be longer.

Clear Communication: We aim to communicate clearly and professionally. If you don't understand something, please ask for clarification.

Respectful Interaction: We expect respectful communication from both sides. Abusive, threatening, or inappropriate language may result in support restrictions or account actions.

Feedback & Improvement

We value your feedback on our support service. After each support interaction, you may receive a brief survey asking about your experience. Your feedback helps us improve.

If you have suggestions for how we can improve our support service, please share them with us. We're always looking for ways to serve you better.

We also welcome feedback on our platform features, policies, and overall experience. Your input helps shape the future of Kilo.

Support Limitations

Platform Issues: If there's a platform-wide issue (like an outage), we'll work to resolve it as quickly as possible. We may provide updates through our status page or in-app notifications.

Third-Party Services: We cannot provide support for issues with third-party services (like payment processors, phone carriers, or device manufacturers), though we can help you understand how they relate to using Kilo.

Account Restrictions: If your account has been restricted or suspended due to policy violations, support can explain why and what steps are needed, but we cannot override security or policy decisions without proper review.

Changes to This Policy

We may update this Support Policy from time to time to reflect changes in our support practices, hours, or procedures. We'll notify you of significant changes by posting the updated policy on this page and updating the "Last updated" date.

Continued use of our support services after changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

Contact Us

If you have questions about this Support Policy or our support services, please contact us: