Complaints Policy
Introduction
This Complaints Policy outlines how RoveGH handles complaints and dispute resolution. We are committed to resolving issues fairly, transparently, and promptly.
Submitting a Complaint
1. Complaints should be submitted via the RoveGH platform or by emailing support@rovegh.com. 2. Include relevant details such as booking reference, service date, and description of the issue. 3. Complaints should be submitted as soon as possible after the incident.
Acknowledgement
Once a complaint is received, RoveGH will acknowledge receipt within 1 business day. An assigned representative may contact you for additional information if necessary.
Investigation Process
1. RoveGH will investigate complaints thoroughly and objectively. 2. Investigation may involve reviewing booking details, communication with service providers, and supporting evidence provided by the complainant. 3. We aim to resolve complaints promptly, typically within 5-10 business days.
Resolution
1. RoveGH will provide a clear response regarding the outcome of the complaint. 2. Possible resolutions may include refund, credit, adjustment, or other remedial actions as appropriate. 3. If the complaint involves a transport service provider, RoveGH will coordinate with the provider to reach a fair resolution.
Escalation
If you are not satisfied with the resolution provided, you may escalate the matter by replying to the resolution email or contacting RoveGH management. Further action may involve mediation or referral to appropriate consumer protection authorities in Ghana.
Prohibited Complaints
RoveGH reserves the right not to process complaints that are: - Frivolous, abusive, or submitted in bad faith. - Unrelated to the RoveGH platform or services booked through the platform.
Contact Us
For any complaints or inquiries, please contact: Email: support@rovegh.com