Getting help and complaints
Version 0.1 (pilot) · Effective 23 September 2026
How to reach us
Email [email protected] or call +233 55 298 5770. Our service address is KNUST, Kumasi, Ghana. Give your order reference if you have one — it is on your order confirmation and under Your orders.
Raising an issue
Contact [email protected] or +233 55 298 5770, or use our service address, KNUST, Kumasi, Ghana. Give the order or partner reference and explain the outcome you seek. A complaint can concern a product, delivery, payment, dealer conduct, privacy or our own service. No charge is required to make a complaint.
Response and review
Our proposed target is acknowledgement within one business day. We identify the person/team handling the issue, request only necessary information and give an expected update date. The normal assessment target is three business days; complex cases receive a reason and further date. Legal refund and data-request deadlines take priority over these targets.
We explain decisions in understandable terms and identify relevant evidence without exposing another person's private information. Ask for a review if you disagree. Where practical a different authorised person reviews it. We keep a record of the outcome and correct related payment or account records through an auditable process.
External rights
This process does not prevent you from using available courts, regulators or payment-provider dispute processes. Any mediation is voluntary for customer complaints. We do not require an unreasonable confidentiality agreement, removal of an honest review or withdrawal of a regulatory complaint before providing a remedy already owed. We prevent duplicate reimbursement through reconciliation, not by banning legitimate payment disputes.
Prohibited conduct
Do not impersonate another person, submit forged records, offer counterfeit/stolen goods, manipulate reviews or referrals, harass others, seek unauthorised system access, or divert customer payments to unauthorised accounts. Do not publish another person's private contact, financial or identity information. Suppliers and dealers must also follow their signed agreements.
Moderation and account restrictions
We may restrict access needed to investigate credible misuse or prevent immediate harm. Where appropriate we explain the reason and allow a response. A restriction does not automatically cancel an existing refund, lawful warranty claim or earned payment. We preserve access to support and necessary transaction records through a suitable route. An honest negative review or complaint is not itself misuse.
If content is removed, we retain only the evidence needed for the case and apply the retention rules. We do not publicly label a person a fraudster based solely on an automated score or unresolved complaint.