Customer care
Complaints Policy
How a restaurant customer can raise and escalate a complaint about PeckQ.
Raise a complaint
Email contact@peckq.com with “Formal complaint” in the subject, or call +27 72 620 7679 during the published support hours. Include the restaurant and account email, relevant dates, a concise description, and the outcome requested. Do not send passwords, verification codes, full payment-card details, or unnecessary guest information.
Our response
We aim to acknowledge or provide a substantive first response within five business days. We investigate fairly, may request relevant evidence, and aim to give a written final response within 30 calendar days. If a complex matter needs longer, we will explain why and provide a progress update where practical.
Escalation
Ask for director review if the first response does not resolve the complaint. After our final response—or if we have not responded within 30 days—you may approach a regulator, court, or alternative-dispute body that has jurisdiction. Depending on the subject and legal eligibility, this may include the Consumer Goods and Services Ombud, the Information Regulator, or PayFast's buyer-support process for a payment transaction. This policy does not claim that a particular body has jurisdiction over every business customer or complaint.
Records and rights
We keep proportionate complaint records for resolution, security, audit, and legal obligations. Making a good-faith complaint does not reduce your contractual or statutory rights. See the Terms, Refund Policy, and Privacy Policy.