Support Policy

Mastodon Marketplace Support Policy

This support policy regulates user assistance Mastodon Marketplace, Trade License: TRAD/DNCC/156025/2022 provides to all clients, authors, and affiliates. By using our website, you automatically agree to the following terms. If you do not agree with any of this document's statements, please contact us before using our website, or any of its pages, folders, and subdomains. We have the right to change our support policy without prior notice. Therefore, we advise all users to check this page regularly and stay aware of its latest version.

Effective Date: [1st October 2023]

1. Introduction

Welcome to Mastodon Marketplace! We provide a seamless shopping experience for our customers, and we understand that sometimes you may require assistance or have questions. This Support Policy outlines our commitment to assisting you effectively and efficiently.

2. Support Channels

We offer support through the following channels:

Mastodon Mama: You can reach out to our Ai supportive chatbot named Mastodon Mama for any assistance.
Live Chat: Our website features a live chat option during business hours for real-time support.
Email & FAQs: You can reach out to us by our email [email protected] for addressing common queries.

3. Support Availability

Our support team is available during the following hours:

Sunday to Thursday: [10:00am – 06:00pm]
Friday: [Off Day]
Saturday: [11:00am – 07:00pm]

Please note that these hours are based on [GMT+6] time.

4. Response Time

We aim to respond to your inquiries within 24 hours during our regular business hours. Responses received outside of our business hours will be addressed on the next business day.

5. Support Scope

Our support team can assist you with the following:

Technical Issues: Assistance with website functionality, account access issues, and features navigation.
Product Inquiries: Information about products and their specifications.
Order Assistance: Help with placing orders, tracking, and order-related inquiries.
General Questions: Any other questions or concerns related to Mastodon Marketplace.

6. Support Exclusions

Please be aware that our support team cannot assist with the following:

Third-party Products: Issues related to products not purchased through Mastodon Marketplace.
Legal Advice: We are not qualified to provide legal advice.
Financial Matters: Matters related to payment processing and refunds are subject to our refund policy.

7. Escalation

If you are not satisfied with the resolution provided by our initial support team, you may request to escalate your issue to a higher-level support representative.

8. Support Period

We provide support for a period of six (6) days a week, as mentioned above.

9. Feedback

We value your feedback and encourage you to provide suggestions and comments about our support services. Your input helps us continually improve our support processes.

10. Updates to Support Policy

Mastodon Marketplace reserves the right to update this Support Policy as needed. Any changes will be communicated through our website or email.

Thank you for choosing Mastodon Marketplace. We are committed to serving you to the best of our ability.

If you have any further questions or require support, please do not hesitate to contact us.

Sincerely,

Mastodon Marketplace