Complaints & Dispute Resolution
BiPeer is committed to prompt, transparent, and fair resolution of user grievances, payment inquiries, and content moderation disputes.
1. Complaints Procedure Overview
We take all customer and partner complaints seriously. In accordance with merchant service standards and consumer protection guidelines in Pakistan, this page defines our formal mechanism for reporting issues, expected response windows, and escalation channels.
2. Types of Inquiries Handled
Our dedicated resolution team processes grievances across the following categories:
- Billing & Safepay Transactions: Duplicate billing, failed subscription activations, unauthorized charges, or refund delay questions.
- Trust & Community Safety: Harassment, academic impersonation, fraudulent recruiters, deceptive scholarships, or abusive behavior.
- Institutional Verification: Issues with university email OTP delivery, rejected domain proofs, or student status delays.
- Technical & Account Issues: Inability to access paid features, multi-factor authentication lockout, or data export requests.
3. How to Submit a Formal Complaint
To ensure rapid processing, please email our dispute resolution team with:
Send email to: complaints@bipeer.com
- Your full name and BiPeer account username / email.
- Subject line clearly stating:
[Formal Complaint] Category - Brief Summary. - Detailed narrative of the incident, including dates, screenshots, or relevant profile links.
- If related to payment: The Safepay Order Tracker Token or payment receipt copy.
4. Investigation & Resolution Timelines
You will receive an automated confirmation with an internal ticket reference number acknowledging receipt.
A designated compliance or billing officer inspects the transaction logs, user interactions, or reported content.
Most grievances are resolved with a written explanation or corrective action within 3 to 5 business days.
5. Safepay Payment & Billing Disputes
Before initiating a formal chargeback with your card-issuing bank, we encourage you to contact our billing desk directly at support@bipeer.com. Bank chargebacks can take 30–60 days to resolve, whereas BiPeer can review and resolve legitimate billing errors within 5 to 7 business days.
6. Escalation & Legal Inquiries
If you are unsatisfied with the resolution provided by our support team, you may request that your ticket be escalated to platform management or legal affairs:
Executive Legal Escalations: legal@bipeer.com
Questions, Legal Inquiries, or Disputes
If you have questions regarding this policy, please reach out to our legal and support team: