Dispute Resolution & Complaints Policy

Most issues — a delayed departure, a fare question, lost property, driver conduct — are for the operator that carried you. Contact the operator's terminal desk with your booking number. The operator should acknowledge within 3 working days and respond within 14 days.

If the operator does not respond, or you are not satisfied, escalate to us at gosltransportation@gmail.com with your booking number, the date of travel, what happened and what outcome you want. We acknowledge within 3 working days.

• We review the booking record, terminal scan and payment record, trip status history, GPS trace where available, notifications sent, and the audit log.
• We ask both sides for their account and any evidence.
• We aim to reach a decision within 21 days and explain the reasons.

We can correct a platform record, order a rebooking, direct that a refund claim be honoured where the operator's own terms require it, issue a warning, and suspend an operator or an account. We cannot award damages for personal injury or consequential loss — those are claims against the operator or its insurer, and we will provide the booking evidence you need.

Nothing in this policy removes your right to complain to a road transport regulator, a consumer protection body or the police, or to bring a claim in the courts of Sierra Leone.