Complaints Takedown and Appeals Policy
1. Submit a report
Buyers, Merchants, rights holders and authorities may report suspected unlawful goods, unsafe products, misleading claims, intellectual-property infringement, privacy issues or other abuse to hi@respawned.my. Include the storefront URL, product or order reference, a clear explanation, relevant dates and supporting evidence. State any immediate safety risk. Provide a reply contact if you want an update; anonymous reports may still be assessed. Do not email full payment credentials, unnecessary medical records or identity documents. We may request proportionate verification securely. This channel is not an emergency service.
2. Assessment and interim action
We assess reports by credibility, severity and urgency, not a Merchant’s plan or sales volume. We aim to acknowledge ordinary reports within three working days; urgent safety or regulatory matters are prioritised as soon as practicable. These are service targets, not permission to delay a legal deadline. We may preserve relevant records and temporarily remove a listing, stop new orders or restrict an account while reviewing. A temporary restriction is not a public finding of criminal conduct. We may act without prior notice when needed to prevent harm, preserve evidence or comply with a lawful direction.
3. Merchant response and existing orders
Where lawful and appropriate, we explain the issue and request evidence by a reasonable stated deadline. We may share the substance of a complaint with the Merchant while minimising personal data and protecting confidential or safety-sensitive details. Unsupported assurances, “research only” labels or edited wording do not replace necessary product evidence. We may keep relevant records available for support, refunds or lawful investigation without allowing further sales. Restrictions do not automatically cancel contracts or transfer customer funds to LokalFlow. Existing orders must be assessed for lawful cancellation, refund, recall or other safe handling.
4. Decision and appeal
We may reinstate, require corrections or evidence, continue restrictions, or terminate for serious or repeated breaches. We will communicate a reason where lawful and feasible. A Merchant may appeal to hi@respawned.my within fourteen days of notice, identifying the decision and providing relevant evidence. We aim to review within fourteen working days after receiving sufficient information, with a person not involved in the original decision where practicable. Relevant later evidence may still be considered. An appeal does not automatically lift restrictions. The process is not a mandatory condition for approaching a regulator, court, tribunal or payment provider.
5. Records authorities and fair reports
We retain evidence and decision records for necessary legal and operational purposes under the Privacy Notice and comply with verified lawful requests. We may report credible suspected offences or serious safety concerns where lawful; we do not publish private complainant data unnecessarily. Deliberately false reports, retaliation and evasion of restrictions may lead to action, but a good-faith report is not penalised merely because it is unproven. This Policy does not promise that every listing has been reviewed or that complaints can always be resolved by the platform.