1. Introduction

At DigitalDuka.com, we are committed to providing excellent customer support. This Support Policy outlines how we assist our users with inquiries, issues, and requests related to our platform.

2. Support Channels

You can reach our customer support team through the following channels:
- Email: [email protected]
- Live Chat: Available on our website during business hours.
- Phone: +254-718-001004

3. Support Availability

Our support team is available from Monday to Friday, 9 AM to 6 PM (East African Time). We strive to respond to all inquiries within 24-48 hours.

4. Types of Support

We provide support for the following types of issues:
- Account setup and login assistance.
- Product listing issues for sellers.
- Order and payment issues for buyers.
- Technical issues related to platform performance.
- General inquiries regarding the use of the platform.

5. Response Time

We aim to resolve most issues within 2-3 business days. Complex issues may take longer, but we will keep you informed of the progress throughout the process.

6. Escalation

If your issue is not resolved to your satisfaction, you can request an escalation. Our management team will review and address your concern within 48 hours of the escalation request.

7. Contact Information

For any additional support inquiries, please reach us at:
- Email: [email protected]
- Live Chat: Available on our website during business hours.
- Phone: +254-718-001004