Reporting System
Effective date: August 1, 2026
Submit Security or Compliance Report
Resend API Direct SLA
Submitting this form automatically logs your security incident and dispatches an official acknowledgment email with a unique tracking reference ID (e.g. HIRFA-SEC-2026-XXXXXX) from security@gethirfa.com.
13.1 Purpose
To provide every User — Client or Craftsman — with a clear, fast, and safe channel to report a problem, whether related to service quality, another User's conduct, or a security concern.
13.2 Reporting Channels and Target Response Times
| Report Type | Channel | Target Response |
|---|---|---|
| Service quality dispute | In-app → "Report an Issue" | Within 48 hours |
| Abusive behavior / threats | In-app report or support@gethirfa.com |
Within 24 hours (urgent priority) |
| Security vulnerability | security@gethirfa.com |
Within 72 hours (per Vulnerability Disclosure Policy and security.txt) |
| Billing / commission issue | billing@gethirfa.com |
Within 48 hours |
| General complaint or suggestion | support@gethirfa.com |
Within 5 business days |
13.3 Report Handling Workflow
- 1. Acknowledgment: The reporter immediately receives a confirmation with a unique reference number for tracking.
- 2. Triage and routing: The report is automatically routed to the appropriate internal team — Trust & Safety, Customer Support, or the Security team — based on its category and severity.
- 3. Investigation: The relevant team reviews all available evidence: attached photos, in-app chat logs, booking and payment records.
- 4. Resolution and notification: The reporter is informed of the outcome and any action taken (warning issued, compensation granted, counterparty account suspended, escalation to authorities, etc.).
13.4 Whistleblower / Reporter Protection
Hirfa guarantees that no User will face retaliation for submitting a good-faith report. The identity of the reporting party is kept confidential to the maximum extent possible throughout the investigation, disclosed only where strictly necessary (e.g., to comply with a legal proceeding) and, where possible, only with the reporter's knowledge.
13.5 Escalation
If a User is not satisfied with the outcome of a report, they may request escalation to a senior member of the Hirfa team by replying to the original report thread using their reference number. Escalated cases are reviewed by a team lead within an additional 3 business days.
13.6 Emergency Situations
This Reporting System is not a substitute for emergency services. In the event of an immediate safety threat, physical danger, or ongoing crime, Users should contact the Egyptian Police (dial 122) or relevant emergency services directly, and may separately notify Hirfa afterward for account-level action.
