Dispute Resolution Process for Bikility Self-Driving Motorbike Rental Company
1. Responsibilities and Scope of Application:
Bikility (hereinafter referred to as "We") and the Customer (the Renter) both accept the responsibility to receive and resolve complaints and disputes related to self-drive motorbike rental transactions through the Bikility Platform. Issues related to the provision and use of motorbike rental services on the Platform will be resolved independently by us in accordance with the law, the Terms and Conditions of Service, as well as notices and regulations that have been published to Customers. We value the use of negotiation and mediation to resolve disputes, in order to ensure the trust and quality of Bikility's services to Customers.
2. Dispute resolution process:
Step 1: Complaint and contact:
Customers can report a service complaint by contacting Bikility by phone number or by sending an email to Customer Care Email Address. The complaint reception time will start from the date of the incident.
Step 2: Confirm and classify the complaint:
Within 3 working days of receiving the complaint information, the Customer Care Department will confirm and classify the complaint information, then notify the Customer:
2.1. Record Bikility-related claims and complaints within the claim period.
2.2. Reject the request and the complaint is not related to Bikility or has expired the time limit for the complaint.
Step 3: Handling and resolving:
The Customer Care department will verify, authenticate, and analyze the nature and extent of the complaint content, the scope of the complaint, and the responsibility for handling. We will coordinate with the Customer to propose specific measures to resolve the disputes.
3.1. Directly transfer issues to Bikility for inspection and processing.
3.2. Transfer related issues to the Vehicle Owner (if any) for resolution.
Step 4: Close the complaint.
4.1. The customer agrees to feedback from the Customer Care Department -> End of complaint process. If the customer disagrees -> Go back to step 3.
4.2. Track and resolve the Owner's complaint (if any) -> End the complaint when the Customer and the Owner have reached an agreement.
In case the Customer and the Vehicle Owner do not reach an agreement or disagree with the final solution from the Vehicle Owner and/or beyond the ability and authority of Bikility, the Customer or the Vehicle Owner has the right to propose an intervention from the competent State Agency to resolve in accordance with the law.
Bikility respects and adheres to regulations regarding the protection of user rights. We recommend that customers provide accurate, honest, and detailed information, as well as comply with regulations related to service usage. We also suggest that vehicle owners comply with legal regulations and ensure appropriate behavior towards the customers. Any fraudulent, harmful, or illegal activities in business are condemned and must be held accountable under the law. Both Customer and Vehicle Owner have a responsibility to actively participate in resolving complaints. We only play a supporting, mediating, and coordinating role in the dispute resolution process between Customer and Vehicle Owner. Bikility also undertakes to provide information regarding Customer and Vehicle Owner upon request by the Competent Authority.
After the Customer and the Owner have resolved the dispute, both parties need to inform Bikility to update the situation. In the event of a conflict in the transaction and the fault of the Owner, Bikility will apply the corresponding measures to handle the violation, including warning, account suspension or transferring to the competent authority depending on the extent of the violation. Bikility will also remove or adjust any information related to the Owner's product or service on the Platform and request compensation for the Customer based on the agreement between both parties.
