This Content Escalation & Arbitration Exhibit (“Exhibit”) is an integral part of the Platform’s operational and legal framework, establishing structured procedures for the handling, investigation, and resolution of disputes arising from user-generated content, messaging, communications, and interactions between Couriers, Senders, and the Platform.
Its primary goals are:
To ensure disputes are managed systematically, fairly, and transparently.
To define internal escalation pathways and timelines for reviewing content and reports.
To provide binding arbitration procedures as a final recourse for unresolved disputes.
To support regulatory compliance, insurance requirements, and risk management.
To document evidence collection, retention, and procedural steps in a legally defensible manner.
This Exhibit serves as the authoritative operational and legal manual for resolving content and communications disputes across the Platform.
This Exhibit applies to all Platform users, including but not limited to:
Couriers
Senders
Recipients
Platform employees and moderators
Third-party vendors or service providers with access to communications
It governs disputes related to:
In-app messages
Reviews, ratings, or feedback
Reports of harassment, threats, abuse, or unsafe behavior
Disagreements over account suspension or content removal
Claims related to refunds, cancellations, or delivery performance
Alleged violations of Prohibited Items & AUP policy
Content Dispute: Any disagreement or allegation arising from user-generated content, messaging, or communications.
Escalation: The process of elevating a reported issue or dispute from initial review to higher levels of review or arbitration.
Arbitration: A binding alternative dispute resolution process conducted by a neutral third-party arbitrator, as set forth in this Exhibit.
Evidence: All documentation, records, logs, messages, recordings, screenshots, GPS or delivery tracking data, and supporting user submissions relevant to the dispute.
Final Decision: The conclusive determination made by the Platform or arbitrator, which resolves the dispute and may include sanctions, refunds, account actions, or other remedies.
Upon receiving a report, complaint, or flagged content:
The Platform acknowledges receipt to the reporting party within 24 hours.
An initial assessment categorizes the issue according to severity:
Category A: Immediate threat to safety or criminal conduct
Category B: Harassment, abuse, or policy violations
Category C: Minor disputes, rating disagreements, or procedural questions
Evidence collection begins immediately, including capture of logs, messages, screenshots, GPS data, and supporting documentation.
Assigned moderators review evidence and determine preliminary actions: warnings, content removal, temporary restrictions.
Response is provided to reporting party within 48–72 hours.
If unresolved, the case escalates to a Senior Compliance Officer or Legal Review Team.
Review includes context, frequency of incidents, and policy cross-references.
Actions may include account suspension, delivery restrictions, or temporary arbitration notice.
Disputes that remain unresolved or where parties request binding resolution proceed to arbitration.
Arbitration is conducted by a neutral third-party arbitrator, in accordance with California law, FAA (Federal Arbitration Act), and procedural rules detailed in this Exhibit.
Evidence is preserved in read-only, secure storage.
Unauthorized alteration, deletion, or destruction of evidence constitutes a separate violation, subject to sanctions.
Evidence retention schedules comply with legal, regulatory, and insurance obligations, typically 7 years minimum.
Users may submit additional evidence during escalation, subject to verification by the Platform.
Users receive updates at each escalation step.
Notification includes:
Summary of findings
Any actions taken
Options to respond or appeal
Arbitration initiation details if applicable
Disputes are eligible for arbitration if:
Platform remedies or internal review fail to resolve the issue.
Parties consent to arbitration as the final resolution.
Dispute involves content, communications, or claims arising from Platform usage.
A panel of neutral arbitrators is maintained with experience in:
Digital platforms
Courier/logistics operations
Consumer protection law
Commercial dispute resolution
Arbitrators are selected by mutual agreement; absent agreement, the Platform appoints an arbitrator.
Arbitration is confidential.
Proceedings follow streamlined procedural rules to minimize cost and duration.
Discovery is limited to relevant evidence; excessive or unrelated requests may be denied.
Hearings may be remote (video/teleconference) unless otherwise required.
Parties may be represented by counsel or appear pro se.
Arbitrator decisions are final and binding.
Remedies may include:
Monetary compensation (if permitted under law)
Account suspension or reinstatement
Policy enforcement actions
Refund determinations
Arbitration decisions are enforceable in court under the FAA.
The Platform publishes a Quarterly Transparency Report detailing:
Number of disputes received
Categories and resolution outcomes
Escalation metrics
Arbitration statistics
Enforcement trends
Reports exclude personally identifiable information and comply with privacy laws, including CCPA/CPRA.
This Exhibit directly interacts with:
Terms of Service & Privacy Policy
Refunds, Cancellations, & Dispute Policy
Courier Independent Contractor Agreements
Safety, Background Check, and Incident Policies
Prohibited Items & AUP
Disputes under this Exhibit automatically reference the relevant sections of these policies during review and arbitration.
By using the Platform, users agree to:
Comply with the escalation and arbitration procedures outlined herein.
Submit to binding arbitration for eligible disputes.
Accept that Platform monitoring, evidence collection, and internal investigations may occur.
Forego lawsuits for issues covered under arbitration except as permitted by law.
All Platform personnel involved in moderation, escalation, or arbitration undergo mandatory training covering:
Protecting users, couriers, and the public
Reducing negligence and liability exposure
Supporting insurance claims and underwriting
Demonstrating reasonable care and risk mitigation
Annual audits ensure compliance and risk mitigation.
This Exhibit is governed by the laws of the State of California, including compliance with:
California Civil Code § 1281 et seq. (arbitration enforcement)
FAA (Federal Arbitration Act)
California privacy statutes (CCPA/CPRA)
Applicable federal consumer protection, communications, and courier regulations
Severability: Invalid provisions do not affect the remainder of the Exhibit.
Amendments: The Platform may update this Exhibit; continued use constitutes acceptance.
Integration: This Exhibit integrates and supersedes prior internal escalation or arbitration procedures.
If you have questions or concerns regarding this Policy, please contact us:
Email: support@pykkit.com
Address: Palo Alto, CA 94304