Legal · Everyone
Complaints & Dispute Resolution
How to raise a complaint, what to expect, response timelines, and the regulators you can escalate to.
- Version
- v0.1-draft
- Last updated
- 2026-05-16
- Jurisdiction
- Ghana
- Status
- Draft
Working draft — pending final legal review. This page describes how Glydr intends to operate during our Accra pilot. We are finalising review with Ghana-qualified counsel and will publish the signed-off version before the public launch. Questions or feedback: legal@glydr.africa.
1. Start with us
If something goes wrong, raise it with Glydr first. Most issues are resolved fastest through the in-app “Report a problem” flow because it attaches the relevant booking, payment, and incident records to your ticket automatically.
If you can’t use the in-app flow, email us:
- General support, billing, refunds: hello@glydr.africa.
- Safety incident, driver / passenger conduct, account suspension appeal: safety@glydr.africa.
- Data protection, privacy, KYC: dpo@glydr.africa.
- Legal, regulator queries: legal@glydr.africa.
2. Response timelines
These are the windows we aim for. The exact time depends on the complexity of the case and the day of the week.
| Issue type | First substantive response | Target resolution |
|---|---|---|
| Safety incident (post-Trip) | Within 2 hours | Within 48 hours |
| Refund / payment dispute | Within 24 hours | Within 7 days |
| Conduct / Community-Guidelines breach | Within 24 hours | Within 7 days |
| Account suspension appeal | Within 48 hours | Within 7 days |
| Data subject rights request | Within 7 days | Within 30 days |
3. What we’ll need from you
To resolve a dispute we typically need:
- your Glydr-registered phone number;
- the booking reference, if relevant;
- a plain-language description of what happened and when;
- any supporting evidence (photos, screenshots, police-report number if applicable).
4. Escalation paths
If Glydr cannot resolve your dispute internally, you have these further options under Ghana law:
4.1 Payment and mobile-money disputes
Escalate to the Bank of Ghana Payment Systems Department under the Payment Systems and Services Act, 2019 (Act 987). Mobile-money operator complaints can also be raised with the operator directly (MTN, Telecel, AirtelTigo).
4.2 Data protection complaints
Complain to the Data Protection Commission of Ghana under the Data Protection Act, 2012 (Act 843). Contact details are at dataprotection.org.gh.
4.3 Safety, criminal conduct
Report criminal conduct to the Ghana Police Service directly. Glydr will cooperate with any lawful police request — see the Law Enforcement & Data Disclosure Policy.
4.4 Consumer protection
Ghana’s consumer protection law is administered through the Consumer Affairs Division within the Ministry of Trade and Industry. For cross-border expansion (Nigeria, Kenya, South Africa) country-specific consumer regulators will be added to this list.
4.5 Alternative Dispute Resolution and courts
Unresolved commercial disputes may be referred to mediation, arbitration, or the Ghana courts. Glydr will engage in good faith with ADR under the Alternative Dispute Resolution Act, 2010 (Act 798). The Terms of Service set out the governing law and jurisdiction.
5. Confidentiality
We treat dispute information confidentially within the team handling the case. We may need to share booking and identity details with regulators, insurers, or law-enforcement where the dispute requires it; see the Privacy Policy.