Complaints

1. How to raise a complaint

Send your complaint through our contact form or email support@krietas.com with the subject line 'Complaint'. Include your account email, what happened, and any evidence such as screenshots, campaign IDs or transaction references.

2. What happens next

Our trust & safety team acknowledges every complaint within 2 business days. We investigate fairly, reviewing messages, deliverables and transaction records on the platform.

• Acknowledgement within 2 business days.
• A full investigation, typically completed within 10 business days.
• A written outcome explaining our decision and any action taken.

3. Payment disputes

For disputes over deliverables or released funds, we review the campaign brief, submitted work and approval history. Escrow protects both sides: funds only move when the brand approves, and brands can't unilaterally claw back approved payments.

4. If you disagree with the outcome

You can appeal by replying to our decision with new information. Appeals are reviewed by a different team member, and their decision is final within Krietas. You may also pursue your rights under Tanzanian law.

5. Reporting serious issues

For fraud, impersonation, harassment or content that breaks the law, report it immediately via the platform's reporting tools or support@krietas.com — these cases are prioritised.