Dispute Management at Paxxy
At Paxxy, we work hard to ensure every ride is safe and enjoyable, but we understand that unexpected situations can happen. That’s why we have a clear and accessible process to help you when something doesn’t go as it should—whether it’s vehicle damage, a misunderstanding with your driver or rider, or any incident that needs review.
If at any point you want to report an issue, you can do it directly through the app by going to your profile and selecting “Contact Support”, or you can email us at support@paxxy.app. Our team will guide you through the entire process.
Timeframes for opening a dispute
You can open a dispute up to 48 hours after your ride has ended in the app. Once opened, our team will review it within a maximum of 10 business days, during which we will keep you updated on the progress. Keep in mind that each user can have up to three active disputes at a time in the app; if you attempt to open a fourth, we’ll guide you to resolve it directly with support.
Our zero-retaliation policy
Safety and respect are essential at Paxxy. For that reason, we do not allow any form of retaliation between riders and drivers. This includes threats, hostile behavior, or actions meant to harm the other person’s experience, such as retaliatory ratings. If we detect any of these behaviors, we immediately open an investigation and may apply measures such as warnings or suspensions.
When a retaliation report is submitted, the case is handled as a priority, and both parties receive a notification reminding them of our zero-tolerance policy.
What types of situations can you report?
You can contact us regarding vehicle damage, serious behavior issues, safety-related incidents, or any situation that requires review. If the issue involves physical damage, we will ask for a brief description and, if possible, a photo to speed up the process.
We’re here to help
Our support team is ready to assist you in every step of the way. Just send us an email at support@paxxy.app.
We will review your case carefully and provide a fair and timely solution.