Dispute Resolution Mechanism

Last updated: 25 August 2026

The receipt and resolution of reports, requests and complaints is carried out in the following steps:

Step 1 – Receipt: Pebbles records the report, request or complaint through one of the methods set out above and confirms receipt.
Step 2 – Examination and verification: Pebbles examines the sender's information, the account concerned, the substance of the matter and the documents and evidence provided. For requests relating to personal data, Pebbles verifies the requester before taking any action in respect of the data.
Step 3 – Classification and handling: The matter is classified according to its nature, including reports about accounts, service listings, job-seeker profiles, violations, personal data, platform operations or other issues. Pebbles applies handling measures appropriate to each case.
Step 4 – Notification of outcome: Pebbles notifies the sender of the outcome, the measures taken or the next steps for resolution. Where more time is needed for verification, Pebbles notifies the sender of the processing status and the expected completion time.
Step 5 – Closure and record retention: Once the matter has been resolved, Pebbles records the outcome and retains the related information and documents in accordance with the Company's data retention policy and the law.

Response and Resolution Timeframes

Type of matter	Timeframe
Initial response	Pebbles responds to acknowledge receipt of the report, request or complaint within a maximum of 02 working days from receipt of valid information.
Ordinary issues	Pebbles expects to complete the handling within a maximum of 05 working days from the date of receipt of all necessary information.
Personal data requests	Pebbles gives priority to requests relating to data subjects' rights and handles them within the timeframe prescribed by applicable law. Where it is necessary to verify identity, the scope of the data or the grounds for continued retention of the data, the processing time runs from the point at which Pebbles receives all necessary information.
Complex matters	For matters involving multiple accounts or multiple parties, requiring verification of information from Service Providers or Service Users, showing signs of a violation of law, or requiring coordination with a third party or competent authority, the processing time may exceed the timeframes set out above. Pebbles will notify the sender of the reasons and the expected processing time.