Alkonect (alkonect.com)

Last Updated: 1st January 2026

1. Purpose

This Support Policy explains how Alkonect provides customer support, what issues we handle, response timelines, and how users can reach us for assistance.

Our goal is to deliver timely, fair, and reliable support to all users of the Platform.

2. Scope of Support

Alkonect provides support for issues related to:

• Account registration and login

• Order placement and order status

• Payment and billing issues

• Shipping and delivery inquiries

• Returns, refunds, and cancellations (subject to policy)

• Technical issues related to the website or user account

• General platform usage questions

Support does not cover issues caused by:

• Third-party services beyond our control

• Incorrect user-provided information

• Misuse of the Platform

• External courier or customs delays (though we may assist with follow-up)

3. Support Channels

Users can contact Alkonect support through the following official channels:

• Email: support@alkonect.com

• Website: https://alkonect.com (Contact or Support page)

Only communication through official channels is recognized for support and dispute resolution.

4. Support Hours

Our support team operates during the following hours:

• Monday – Friday: 9:00 AM – 6:00 PM (WAT)

• Weekends & Public Holidays: Limited or delayed response

Support requests received outside working hours will be handled on the next business day.

5. Response Time

We aim to respond within:

• 24–48 hours for general inquiries

• 48–72 hours for order, payment, or delivery-related issues

• Up to 5 business days for complex cases requiring investigation or third-party coordination

Response times may vary during peak periods.

6. Resolution Process

Once a support request is received:

1. The issue is reviewed by our support team

2. Additional information may be requested from the user

3. We investigate and provide a resolution or update

4. If applicable, the issue is escalated internally or to a third-party partner

Users are expected to cooperate by providing accurate and timely information.

7. Returns, Refunds, and Disputes

• Support requests related to returns or refunds are handled according to our Returns & Refunds Policy

• Disputes must be reported within the timeframe stated in the relevant policy

• Refund decisions are final once communicated, subject to applicable law

8. User Responsibilities

To receive effective support, users must:

• Provide correct order and account details

• Communicate respectfully with support staff

• Follow platform policies and guidelines

Abusive, threatening, or fraudulent behavior may result in suspension of support access or account termination.

9. Limitations of Support

Alkonect reserves the right to:

• Refuse support for issues outside the Platform’s scope

• Limit repeated or unreasonable support requests

• Suspend support for accounts violating our Terms & Conditions

10. Policy Updates

This Support Policy may be updated periodically to reflect changes in operations or services.
Updates will be posted on this page, and continued use of the Platform constitutes acceptance of the revised policy.

11. Contact Information

For support-related inquiries, contact:

Email: support@alkonect.com
Website: https://alkonect.com