Complaint & Dispute Resolution
Last updated: September 29, 2026
This page explains how to raise a complaint or dispute with SabKi Sawari, and what happens after you do. It applies to Passengers, Drivers, and Owners.
1. What You Can Report
- A trip issue - driver conduct, vehicle condition, a missed pickup, or a route/fare disagreement
- A payment or wallet issue - a Security Hold, cancellation charge, no-show charge, commission, or penalty you believe was applied incorrectly
- A safety concern or a violation of our Community Guidelines
- Unauthorized or suspicious account or wallet activity
2. How to Raise a Complaint
- Use the Report a Trip Issue feature in the app (Help & Support), where available for your account type
- Email support@sabkisawari.com with your registered phone number, the booking/trip reference if applicable, the date, and a description of the issue
For urgent, in-progress safety incidents, contact local emergency services first (1122 or 115), then report to us so we can follow up.
3. What Happens After You Report
Reports are reviewed by SabKi Sawari's support team. We treat reports confidentially and do not reveal a reporting user's identity to the party being reported on. Resolution time depends on the nature of the issue and, for payment-related disputes, on whether a payment provider needs to confirm a transaction before we can respond conclusively.
Where a report concerns a specific wallet transaction - a Security Hold, a cancellation or no-show charge, a commission debit, or a Driver penalty - we review the transaction against the relevant policy (Booking Security Hold Policy, Cancellation, No-Show & Refund Policy, or Owner Commission & Driver Penalty Policy) and correct the wallet balance where the charge was applied incorrectly.
4. Where a Report Leads to Account Action
If a report is upheld against a Driver, Owner, or Passenger, SabKi Sawari may take account-level action under our Terms & Conditions, Driver Terms, or Community Guidelines, ranging from a warning to account suspension, depending on severity.
5. If Your Complaint Remains Unresolved
If you believe your complaint was not resolved appropriately through the channels above, reply to your original support correspondence and ask for the matter to be escalated for further review.