Submit an Appeal for Your Bolaoo Account
Bolaoo is dedicated to upholding a fair, safe, and transparent environment for all riders and drivers across Nepal. If your account has been temporarily restricted, your driver verification documents were rejected, or you have encountered an unfair fare dispute, you can request an official administrative review through this portal.
Eligible Appeal Categories
You may submit an appeal under any of the following circumstances:
- Account Deactivation or Suspension: If you believe your account was flagged mistakenly due to automated safety triggers or incorrect third-party reports.
- Captain Document Rejections: In cases where your driving licence, blue book vehicle registration, or identity photo was denied due to image clarity or renewal status.
- Fare & Toll Disputes: If a trip fare was miscalculated due to GPS deviation, road closures, or unusual route obstacles.
- Cancellation Rate Penalties: If ride cancellations occurred due to passenger no-shows, vehicle breakdown, or extreme weather conditions.
- Rating Mediation: If you received an intentionally retaliatory low rating that violates community fairness guidelines.
How the Appeal Process Works
Form Submission
Fill out the form with your registered contact details and provide a comprehensive, truthful summary of your situation.
Case Investigation
Our compliance team cross-references GPS logs, trip transcripts, sensor telematics, and communication records.
Final Determination
You will receive an official written decision via email. If approved, your account access or fare adjustment is restored immediately.
Tips for a Successful Appeal
- Provide specific trip dates, ride IDs, or timestamps whenever available.
- Clearly explain any steps or corrective actions taken to resolve underlying concerns.
- Avoid submitting duplicate appeals for the same case, as this may delay processing time.
Frequently Asked Questions
Can I appeal a permanent ban for safety violations?
Appeals involving severe zero-tolerance safety infractions (such as verified physical harassment or reckless driving endangering life) are rarely overturned, but every formal appeal is reviewed with strict adherence to evidence.
What if I don't hear back within 7 days?
If you have not received a response within 7 business days, check your email spam folder or contact our support team directly via email or WhatsApp.