{site} is committed to resolving every concern about our website, services or billing quickly and fairly. This policy explains how to raise a grievance and what happens next.
How to raise a grievance
- Open a support ticket from your client area (fastest, with full history).
- Email our grievance officer at {email} with your name, registered email address, order or invoice number and a short description.
- Call or message us on WhatsApp during business hours.
Response times
- We acknowledge every grievance within 24 hours on working days.
- Most issues are resolved within 7 working days. Complex cases involving third parties (registrars, payment gateways, operators) can take up to 30 days; we keep you informed throughout.
Escalation
If you are not satisfied with the resolution, reply to the same ticket or email and ask for an escalation. A senior member of the team reviews the case and replies within 7 working days.
Payment and API transaction disputes
For recharge, bill payment and verification API transactions, include the transaction reference shown in your API log. Failed transactions are refunded to your API wallet automatically; pending transactions are reconciled with the operator before we reply.