Last Updated: 1st April 2026

This Customer Support Policy outlines how customer inquiries, complaints, and support requests are handled on the Alkonect platform operated by Alkonect Ltd (“Alkonect”, “Platform”, “we”, “us”, “our”).

Our goal is to ensure a reliable and responsive support experience for both customers and vendors using the Alkonect marketplace.

1. Purpose of Customer Support

The Alkonect support team provides assistance with:

• Account-related issues

• Order inquiries

• Payment-related concerns

• Returns and refunds

• Technical platform issues

• Vendor or product disputes

Customer support acts as a facilitator between buyers and vendors where necessary.

2. Support Channels

Customers and vendors can reach Alkonect support through the following channels:

Email Support
support@alkonect.com

Website Support
Support requests can be submitted through the help or contact section of the Alkonect platform.

In-Platform Messaging
Users may communicate directly with vendors regarding order-related issues.

Additional support channels may be introduced from time to time.

3. Support Hours

Customer support services are generally available during standard business hours.

Typical response timelines:

• General inquiries: within 24–48 hours

• Order issues: within 24 hours

• Urgent issues: prioritized depending on severity

Actual response times may vary depending on support volume.

4. Vendor Responsibilities

Since Alkonect operates as a multi-vendor marketplace, vendors are responsible for handling certain support matters related to their products, including:

• Product inquiries

• Shipping updates

• Product defects

• Replacement requests

• Warranty issues

Vendors are expected to respond to customer inquiries promptly and professionally.

Failure to maintain acceptable response standards may result in penalties or account restrictions.

5. Dispute Resolution

If a dispute arises between a customer and a vendor regarding an order, Alkonect may intervene to review the case.

The support team may request supporting evidence such as:

• Order details

• Delivery confirmations

• Photos of damaged or incorrect items

• Communication records

Based on the available information, Alkonect may issue a resolution in accordance with platform policies.

6. Acceptable Conduct

Users interacting with Alkonect support must maintain respectful and professional communication.

The following behaviors are prohibited:

• Abusive language

• Threats or harassment

• Fraudulent claims

• Repeated false complaints

Accounts engaging in abusive conduct may face restrictions or suspension.

7. Escalation of Issues

If an issue cannot be resolved through the standard support process, it may be escalated to a higher review level within the Alkonect support team.

Escalated cases may include:

• Payment disputes

• Fraud investigations

• Policy violations

• Complex vendor disputes

8. Limitations of Support

Alkonect provides support services to facilitate marketplace transactions but does not guarantee outcomes in disputes between buyers and sellers.

As a marketplace platform, Alkonect may rely on vendors to provide information necessary to resolve certain cases.

9. Policy Updates

Alkonect reserves the right to update this Customer Support Policy periodically.

Updates will be communicated through:

• Platform notifications

• Website updates

• Email communications where appropriate

Continued use of the Platform indicates acceptance of any updated policies.

10. Contact Information

For assistance or support inquiries, please contact:

Alkonect Ltd

Email: support@alkonect.com
Website: www.alkonect.com