Legal
How to reach Yango Customer Care and how fare, safety, provider and app complaints are handled.
Last updated: [DATE PLACEHOLDER]
FINAL DRAFT — for Sri Lankan attorney-at-law review before publication. Effective date: [Insert launch/effective date]. Publish only the support hours actually available — do not advertise 24-hour human support unless it is provided.
Customer Care: 075 944 3012 | customercare@yango.lk | www.yango.lk. The app should provide Help/Support.
Fare, payment, safety, provider/passenger behaviour, cancellation/no-show, lost property, accident, account and app complaints may be submitted.
Where possible, link complaints to the relevant trip.
Each complaint should receive a reference number and status.
Yango may review trip, GPS, payment, communication, ratings and account information relevant to the complaint.
Accidents, violence, threats and serious safety matters should receive priority.
Yango may correct records, refund where appropriate, warn/restrict/suspend a user/provider, facilitate communication or explain the outcome.
Provide escalation to a designated senior customer-care/management representative.
Publish only support hours actually available; do not advertise 24-hour human support unless provided.
This Policy does not remove mandatory consumer rights or lawful complaint/remedy routes.
