Shael Afmak Group Ltd. Support Policy

Effective Date: 2024

At Shael Afmak Group Ltd. (“Afmak”), we are committed to providing excellent customer support to ensure our users have a smooth and satisfactory experience. This Support Policy outlines the types of support we provide, response times, and escalation procedures to help address user needs effectively.

1. Scope of Support

Afmak provides support for the following:

• Account and Login Assistance: Help with account creation, login issues, and password recovery.
• Product and Order Inquiries: Assistance with product details, order tracking, and order management.
• Payment Issues: Resolution of issues related to payment processing, refunds, and billing queries.
• Technical Assistance: Support for technical issues on the Afmak platform, including website or app functionality, bugs, and troubleshooting.
• Policy and Procedure Questions: Clarifications regarding our Terms & Conditions, Privacy Policy, and any other official policies.
• Seller and Delivery Issues: Assistance with seller disputes, product returns, delivery delays, and other related concerns.

Note: Afmak’s support does not cover requests outside the platform, such as third-party website troubleshooting or services not related to Afmak’s operations.

2. Support Channels

We offer support through the following channels:

• Email Support: Contact us at [Support Email] for assistance. Response time may vary based on request complexity.
• Live Chat: Available on the Afmak platform during business hours. Look for the “Support” or “Chat” icon on our website.
• Phone Support: Reach us at [Support Phone Number] for urgent inquiries during business hours.

Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT)

3. Response Times

We aim to respond to support requests within the following time frames:

• General Inquiries: Within 24 hours
• Technical Issues: Within 48 hours for non-critical issues, and within 4 hours for critical issues
• Account-Related Issues: Within 24 hours
• Payment and Refund Requests: Initial response within 24 hours, with follow-up responses depending on payment provider timelines

Priority Levels:

• Critical Issues: System outages, account lockouts, payment failures.
• High Priority: Order issues, delivery delays, seller disputes.
• Standard Priority: General inquiries, account management assistance, non-urgent technical issues.

4. Support Process

Our support process involves the following steps:

1. Submit a Request: Contact us through one of our support channels with details of your issue, including account information, order numbers, or screenshots if relevant.
2. Acknowledge Receipt: We will confirm receipt of your request and assign a reference number for tracking.
3. Resolve or Escalate: Our team will assess and attempt to resolve your request. If necessary, the issue will be escalated to a specialized team.
4. Provide Updates: We will keep you informed on the progress of your issue and any necessary actions on your part.
5. Closure: Once the issue is resolved, we will confirm with you before closing the ticket.

5. Escalation Process

If your issue requires further assistance, you may request escalation. An issue may be escalated under the following circumstances:

• Unresolved issues after multiple attempts
• Critical issues affecting your ability to use the Afmak platform
• Disputes with sellers or payment delays

To escalate, please mention “Request for Escalation” in your email subject line, or ask a customer support representative for escalation when using chat or phone support. Escalated issues are prioritized and assigned to a senior support team member.

6. Refund Policy and Support

For purchases that qualify for refunds or returns, please consult Afmak’s Refund Policy or contact support directly. Refund processing times may vary based on payment provider policies.

7. Service Limitations

Afmak strives to provide high-quality support but reserves the right to deny support for the following:

• Repeated misuse of the platform or violation of Afmak’s policies
• Abuse of customer support representatives
• Issues arising from third-party products or services not associated with Afmak
• Support requests that fall outside of Afmak’s official support hours

8. Changes to the Support Policy

Afmak may update this Support Policy periodically to reflect changes in our services or business operations. Continued use of our support services after changes are posted indicates acceptance of the updated policy.