Support Policy

Effective Date: November 20, 2024

At Souq Sadeem, we are committed to providing exceptional support to our users. This Support Policy outlines the scope, channels, and process of support services available to our customers. By using our platform (www.souq-sadeem.com), you agree to the terms outlined in this policy.

1. Support Availability

Our support team is available during the following hours:

• Days: Saturday to Thursday
• Hours: 9:00 AM to 5:00 PM (Dubai Time, GMT +4)

We are closed on Fridays and public holidays in the UAE.

2. Support Channels

You can reach our support team via the following methods:

a. Email Support

• Email: info@souq-sadeem.com
• Response Time: Within 24 business hours.

b. Contact Form

• Use the contact form on our website under the Support section.
• Response Time: Within 24 business hours.

3. Scope of Support

Our support team can assist with the following:

1. Account Issues

   • Assistance with registration, login, and account management.

2. Product Inquiries

   • Information about products listed on the platform.
   • Guidance on how to buy or sell products.

3. Order Assistance

   • Help with tracking orders and resolving disputes between buyers and sellers.

4. Technical Issues

   • Resolving website errors or technical difficulties.

4. Exclusions

Our support team cannot assist with the following:

1. Issues unrelated to the use of our website or platform.
2. Problems arising from user error or third-party services.
3. Guaranteeing product quality or delivery timelines (handled by individual sellers).

5. Dispute Resolution

If you encounter a dispute with a buyer or seller:

1. Contact our support team with details of the dispute.
2. Provide order numbers, communication records, or other relevant information.
3. We will act as a mediator and aim to resolve the issue fairly.

6. Response Times

While we strive to resolve issues as quickly as possible, response times may vary depending on the complexity of your request. Most inquiries are addressed within 24 business hours.

7. Feedback and Suggestions

We welcome your feedback to improve our services. Share your suggestions by emailing info@souq-sadeem.com or using the feedback form on our website.

8. Changes to the Support Policy

Souq Sadeem reserves the right to modify this Support Policy at any time. Updates will be posted on our website, and continued use of our platform constitutes acceptance of the revised policy.

9. Contact Us

If you have any questions or need assistance, please contact us:

• Email: info@souq-sadeem.com
• Location: Dubai, Al Aweer
• Support Hours: Saturday to Thursday, 9:00 AM to 5:00 PM

Thank you for choosing Souq Sadeem. We are here to support you!

Last Updated: November 20, 2024