Complaints & Dispute Resolution

We take complaints seriously and aim to resolve them fairly, promptly and free of charge. This process explains how to raise a complaint, what happens next, and where to go if you’re not satisfied with our response.

• A donation, refund or cancellation
• A campaign you believe is misleading, fraudulent or inappropriate
• A payout or identity-verification issue (as a creator)
• How we’ve handled your personal information (see also our Privacy Policy)
• The platform, our service, or how we’ve treated you

Email complaints@ralli.fund with your name, a way to contact you, what happened, and what outcome you’re seeking. If your complaint is about a specific donation or campaign, include any reference or link so we can find it quickly. You can also report a campaign directly from its page using the report button.

• Acknowledge: we confirm we’ve received your complaint within 2 working days.
• Resolve: we aim to resolve most complaints within 20 working days.
• Complex cases: if a complaint needs more time, we’ll tell you why and aim to resolve it within 40 working days, keeping you updated.

We’ll investigate fairly, ask for any information we need, and give you a clear response with our decision and reasons.

If your complaint is really a refund or cancellation request, our Refund & Cancellation Policy sets out how those work — one-click cancellation while funds are held, refunds net of non-refundable processing fees, a verified email required, and refunds to your original payment method only.

If we can’t resolve your complaint, or you’re unhappy with the outcome, you have further options:

• Payments: because payments are handled by our licensed payment partner, a payment complaint may be escalated to that partner’s external dispute-resolution scheme — an approved New Zealand financial dispute-resolution scheme. We’ll give you its name and contact details when it applies to your situation.
• Privacy: complaints about your personal information can go to the Office of the Privacy Commissioner (privacy.org.nz).
• Consumer issues: you can also contact the Commerce Commission (comcom.govt.nz) about Fair Trading Act concerns, or the Disputes Tribunal for a low-cost claim.

We keep a record of complaints and how they’re resolved, and review them to improve the platform. This process is governed by New Zealand law and doesn’t affect any mandatory rights you have under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.