Dispute Resolution Policy

Most deliveries complete without incident. When something goes wrong, this policy explains how to raise it, what we look at, how long it takes, and what we can do. It forms part of our Terms of Service.

1. Why escrow matters here

When a sender accepts a bid, the job price is authorised on their card and held — not paid to the driver. It is captured and released only when the delivery is confirmed. That hold is what makes a remedy possible: while funds are held, we can release them, release part of them, or return them. Once a job has completed and funds have been released, our ability to intervene is limited to the parties' own agreement.

2. Raising a case and Submission Window

Either party can raise a case from the job in the app or on the portal. Senders may also pause a delivery's finalisation by selecting the "Verifying" button status on the Platform.

To initiate a review for a disputed delivery, the reporting party must submit a formal Dispute Notice via the Kymaflow platform within 48 hours of the scheduled delivery timestamp.

2.1 Deadline

A delivered job that the sender neither confirms nor disputes within this 48-hour window is automatically confirmed by the system after the auto-confirmation window, and payment is released. Do not wait: raising a case or marking a job as "Verifying" is what stops that clock. "Verifying" pauses auto-confirmation for up to five (5) days from delivery, after which the job auto-confirms unless a formal dispute has been raised.

3. What happens while a case is open

• The job is marked Under Review for both parties.
• Funds stay held. Nothing is released to the driver and nothing is returned to the sender until the case is decided.
• Direct messaging between the parties is paused. While we are deciding a matter between two people, direct contact invites pressure and off-platform settlement. Both sides talk to us through Support instead.

4. Evidence and Collection Window

We decide on the records held by the platform and what each party submits. Upon initiation of a dispute, both Customer and Driver will have an evidence submission window of 3 working days to upload supporting documentation, including but not limited to:

• Photo/video proof of handover or drop-off location (the driver's photo proof of delivery is required before any job can be marked delivered);
• In-app chat logs and time-stamped telecommunications;
• GPS tracking metrics and digital sign-off receipts; or
• Third-party damage assessments or physical inventory logs.

Photograph damage as soon as you find it, before moving or unpacking further. Evidence submitted for a case is visible to KymaFlow and not to the other party.

5. Evaluation & 15 Working Day Decision Standard

Kymaflow will review all submitted materials objectively and neutrally. Kymaflow will render a written determination and initiate the corresponding fund distribution within fifteen (15) working days from the formal dispute lodgment date, unless extended by written notice due to third‑party investigation delays.

6. Determination Criteria for Custom Splits and Payout Execution

Where evidence indicates partial fulfilment or shared responsibility (e.g., a Driver completed 90% of a route but goods sustained minor packaging damage, or a Customer provided an inaccurate drop-off location resulting in major delays), Kymaflow may exercise its discretion to issue a Custom Split Payout. Custom splits are calculated strictly based on:

• Proportional distance/time completed prior to the incident;
• Verifiable cost impact of damaged items; and
• Contributory actions by either party.

Funds held in Kymaflow platform escrow will be disbursed strictly in accordance with Kymaflow's written determination immediately following the completion of the 15-working-day review window.

Outcomes are categorised as:

• Full Driver Payout — the delivery is found to have been performed as agreed and the driver is paid.
• Custom Split Payout — part of the held amount goes to the driver and the balance returns to the sender based on the criteria above.
• Full Refund — the hold is released back to the sender and the job is cancelled.

Approved refunds return to the original payment method. Timing after that is set by your bank or card issuer, typically 5–10 business days.

7. What we cannot decide

KymaFlow is a marketplace, not an insurer, and not a court. The contract of carriage is between the sender and the driver. Our remedy is limited to the funds we hold for the job — that is, the job price. We cannot award the value of the goods, consequential loss, or compensation beyond the amount held. For anything larger, or for goods above NZ$2,000, arrange your own transit insurance before booking.

8. Appeals

If you believe a decision was reached on incomplete information, reply through Support within 10 business days with what was missed. An appeal is reviewed by someone who did not make the original decision. Where funds have already moved, an appeal that succeeds is settled directly with the parties.

9. Outside the platform

Nothing here limits rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or your ability to take a matter to the Disputes Tribunal or another appropriate forum.

10. Contact

Raise cases through Support in the app or portal so they attach to the job automatically. For anything else, contact us.