Support Policy Page

                                                                                        SUPPORT POLICY

1.INTRODUCTION 

Espacio endeavors to offer a smooth and user friendly experience across our marketplace. However disputes between sellers and buyers are expected to occur. This policy provides guidelines and guidance to customers on how to report issues or complaints and resolve disputes.

2. HOW TO REPORT AN ISSUE OR COMPLAINT

To report an issue or a complaint you are required to contact espacio by sending an email to info@espacio.co.ke detailing your issue or complaint and reach the right team directly.

3. WHAT HAPPEND AFTER YOU REPORT AN ISSUE?

After reporting an issue or complaint espacio will take the following steps;

a. Record your name and contact details and the issue for the purposes of keeping you updated and tracking the issue.

b. You will be issued with a ticket number for the complaint for tracking purposes.

c. You will be notified via email once the matter has been resolved and your level of satisfaction with the resolution.

4. CAN I CONTACT SELLERS DIRECTLY?

Espacio will make every effort to contact our sellers directly to resolve customer complaints on behalf of our customers. However if our efforts are unsuccessful, our customers are allowed to request direct contact details for sellers by contacting customer services.

5.WHAT IF A SELLER COOPERATE IN A DISPUTE RESOLUTION PROCESS?

Should there be any seller who fails to cooperate in good faith to resolve a customers complaint ,they may have their seller account restricted or terminated.