Incident Report

1. Acceptance

By submitting a report through this page via written form, voice form, or the offline QR/hotline channel, You acknowledge that You have read, understood, and agree to be bound by these Reporting Terms, in addition to RedDoorz’s general Terms and Conditions where applicable.

2. Not a Substitute for Emergency Services

This channel is for reporting to RedDoorz. It is not a substitute for the police, ambulance, fire, or other emergency services. If You or anyone else is in immediate danger, You must contact the relevant local emergency number first.

3. Truthfulness of Reports

You represent and warrant that the information You submit is true, accurate, and made in good faith to the best of Your knowledge. You will not submit a report that You know, or reasonably ought to know, to be false, fabricated, exaggerated, or misleading. RedDoorz may refer knowingly false reports to law enforcement and, where the reporter is a User, this may result in suspension or termination of the User’s account under the general Terms and Conditions.

4. Personal Data and Contact Consent

You agree to provide accurate contact details, including a working phone number, so that RedDoorz’s incident-handling team may contact You for clarification or follow-up. You consent to RedDoorz collecting, storing, and processing the personal data and incident details You submit, for the purposes of verifying, investigating, and resolving the report, and where the trigger criteria under RedDoorz’s incident escalation framework are met, sharing it internally with relevant regional operations, the Safety & Trust Committee, Legal, and, where required by law or necessary to protect any person, with law enforcement or a child-protection NGO partner. This processing is carried out in accordance with applicable data protection law (including UU PDP).

5. Confidentiality

RedDoorz will take reasonable measures to keep Your identity confidential, to the extent permitted by law and necessary for the investigation. Where a minor is involved, no identifying detail will be published in any public statement, at any tier. Confidentiality may not be guaranteed where disclosure is required by law, by a court or regulatory order, or is necessary to protect the safety of any person. Conversely, if Your report contains the personal data of any other individual (for example, another guest or a staff member), You agree to use and disclose that data only for the purpose of the report and not for any other purpose.

6. Good Faith and Non-Retaliation

RedDoorz will not take adverse action against a guest, staff member, or property partner for submitting a report in good faith, even if the report is later found to be inaccurate or unsubstantiated after investigation, provided it was not made maliciously or knowingly false.

7. Cooperation

You agree to reasonably cooperate with follow-up requests from RedDoorz’s incident-handling team, including providing further clarification, documentation, or evidence where relevant and available to You.

8. Scope and Misuse of This Channel

This channel is reserved for safety and emergency-related reports. Booking, check-in, payment, or refund questions will be redirected to regular Customer Support. You will not use this channel to submit spam, repeated duplicate reports on the same matter without new information, or reports unrelated to guest or property safety.

9. No Warranty on Outcome

RedDoorz will triage and act on reports in accordance with its internal escalation framework and timetable. RedDoorz does not warrant a specific outcome, investigation result, or resolution timeframe for any individual report.

10. Reports Involving Third Parties or Minors

If You are reporting on behalf of, or about, another person — including a minor — You represent that You have a reasonable basis to believe the report is accurate. Reports involving a minor will be handled under heightened privacy safeguards and are not subject to the age-18 platform-use requirement in the general Terms and Conditions; a minor may submit a report about their own or another person’s safety.

11. Relationship to General Terms and Conditions; Governing Law

These Reporting Terms supplement, and do not replace, RedDoorz’s general Terms and Conditions; in the event of a conflict specific to the act of reporting, these Reporting Terms will prevail. These Reporting Terms are governed by, and construed in accordance with, the laws of the Republic of Indonesia. Any dispute arising out of or in connection with the act of reporting under these Reporting Terms will first be settled amicably through deliberation (musyawarah untuk mufakat); failing amicable settlement, the dispute will be submitted to the competent Indonesian District Court (Pengadilan Negeri).

12. Language

These Reporting Terms are made available in English and Bahasa Indonesia as separate documents. The language provisions of these Reporting Terms align with RedDoorz’s general Terms and Conditions.