How to Complain at SwiftRun

SwiftRun exists to be trusted. If something went wrong with a delivery, a runner, or a payment, we want to hear about it and put it right.

How to complain

• In the app: open the Help tab and send us a message. This is the fastest route.
• Call or WhatsApp: 72173308.
• Email: [email protected].

What to include

Tell us your name, the booking reference (or the date and the runner’s name), what happened, and what you would like us to do. The more of this you can give us, the faster we can check the delivery records.

What happens next

1. We acknowledge your complaint within one working day.
2. We check the records: who accepted the job, when the package was collected, and how delivery was confirmed. Where a runner or a sender is involved, we hear their side too.
3. We aim to resolve complaints within three working days. If yours needs longer, we will tell you why and keep you updated.
4. We confirm the outcome to you in writing, in the app, by WhatsApp or by email.

If you are not happy with the outcome

Ask for a management review through the same channels and your complaint will be looked at again by a senior member of the team. Nothing in this process takes away any rights you have under Botswana consumer protection law.

Complaints about safety or fraud

If a complaint involves safety, theft, or fraud, say so clearly in your message. These are treated as urgent, the account involved may be paused while we investigate, and where a crime may have been committed we will support you to report it to the police.

Your information

We only use the details in your complaint to investigate and resolve it. We never share your ID documents, and we do not publish complaints with your name attached.