1. Introduction

Kavagie.com (“the Site”) is committed to providing reliable and responsive customer support to ensure a positive experience for all users—buyers, sellers, and visitors. This Support Policy (“Policy”) outlines the channels, processes, and standards by which we handle inquiries, complaints, and issues related to the Site.

2. Scope of Support

Our customer support team is here to assist with:

1. Account and Registration: Troubleshooting login issues, account creation, password resets, and profile updates.
2. Orders and Transactions: Addressing questions about order placement, payments, shipping, and tracking.
3. Returns and Refunds: Providing guidance on return policies, refund statuses, and related concerns.
4. Seller Assistance: Helping sellers with listing products, managing orders, navigating fees, and understanding platform policies.
5. Technical Problems: Resolving website errors, performance issues, or bug-related queries.
6. Policy Clarification: Explaining any of Kavagie.com’s policies, including our Privacy Policy, Cookies Agreement, Seller Policy, and Return Policy.

3. Support Channels

1. Email Support:
   • Main Contact: support@kavagie.com
   • We aim to respond to all email inquiries within 24-48 business hours (depending on volume).
2. Help Center/Support Portal (if available):
   • Users may submit tickets through our online portal.
   • Response times vary based on the complexity of the issue, but we strive to handle most requests within 2 business days.
3. Live Chat (if available):
   • Live chat support for quick troubleshooting and immediate answers to common questions during business hours.
4. Phone Support (if applicable):
   • Phone lines are open during specified business hours.
   • In cases of heavy call volume, wait times may apply; please utilize email or chat for non-urgent matters.

4. Business Hours

• Working Days: Monday to Friday
• Hours of Operation: 9:00 AM – 6:00 PM (IST)
• Weekend/Holidays: Limited or no coverage, though urgent issues may be handled on a case-by-case basis.

(Adjust these hours as needed for your actual support availability.)

5. Response and Resolution Times

1. First Response: We aim to provide an initial response to new inquiries within 24-48 business hours.
2. Resolution Time:
   • Simple Queries (account issues, password resets, policy clarifications): Typically resolved within 1-3 business days.
   • Complex Issues (order disputes, refund investigations, technical glitches): May take longer, depending on coordination between customers, sellers, and relevant teams.
3. Escalations:
   • If a query or issue is not resolved within the expected timeframe, users can request an escalation.
   • Escalated issues are assigned priority and may require additional time for investigation and consultation.

6. User Responsibilities

• Accurate Information: Provide clear, accurate details when submitting a support request (e.g., order IDs, screenshots, relevant date/time).
• Respectful Communication: Maintain respectful and constructive dialogue. Abusive or threatening behavior toward our support staff may result in limited support or account restrictions.
• Follow-up: Respond promptly to any requests for additional information from our support team to help expedite resolution.

7. Seller Support

1. Onboarding Assistance: For new sellers, our support team provides guidance on account setup, listing products, and understanding platform fees and policies.
2. Performance Advice: Sellers can reach out for tips on optimizing listings, managing returns, and improving customer satisfaction.
3. Dispute Mediation: Our team may mediate disputes between sellers and customers in cases where additional intervention is necessary.

8. Dispute Resolution

1. Customer vs. Seller Disputes: We encourage both parties to communicate directly through the Site’s messaging or dispute resolution system. If you are unable to reach a solution, escalate the issue to our support team.
2. Investigation and Evidence: We will request evidence (e.g., photos, correspondence, receipts) from both parties to ensure a fair resolution.
3. Final Decision: Kavagie.com reserves the right to make a final decision based on available evidence, platform policies, and applicable law.

9. Policy Updates

Kavagie.com reserves the right to update or modify this Support Policy at any time. Changes will be posted on the Site, and continued use of our services after any such updates constitutes acceptance of the revised Policy.

10. Contact Us

For questions or concerns regarding this Support Policy or any other aspect of our services, please reach out to:

• Email: support@kavagie.com

By utilizing our support services, you acknowledge that you have read, understood, and agree to abide by the terms outlined in this Policy. We appreciate your cooperation and look forward to assisting you with a prompt and satisfactory resolution.