1. How to submit
Send a complaint to pakoline.eu@gmail.com from the registered e-mail address or use the support channel. Include the account e-mail, order or trip code, dates, a clear description and the outcome requested.
2. Evidence and payment security
Attach only relevant evidence through protected platform upload when available. Do not e-mail passwords, confirmation codes, full payment card data, CVV/CVC, PIN, online-banking credentials, one-time payment codes or unnecessary identity documents. Do not upload a photograph of a payment card.
3. Review
We acknowledge receipt and may request clarification. Complaints are assessed against account, audit and operational records. We aim to provide a reasoned response within 14 days; complex matters may require additional time with an explanation.
4. Disputes between transport parties
A complaint about Pakoline service is different from a transport dispute between a client, carrier or dispatcher. Eligible transport issues should also be opened in the dispute workspace so participants, evidence and the platform decision remain in one timeline.
Because Pakoline does not process the transport payment, the platform cannot reverse a transfer, collect a debt, finance compensation or represent either party in court. The maximum platform response is to document the matter, request evidence, restrict interaction, apply account sanctions or block a participant, while preserving any mandatory rights and legal remedies of the parties.
5. Further rights
This procedure does not limit mandatory consumer, court, regulatory or data-protection remedies. A response identifies any available next review step.