User Complaints Conditions:
Thank you for choosing Zagosa Marketplace. We strive to provide a seamless and satisfactory experience for all our users. In the event of any concerns or complaints regarding products or services purchased through our platform, we have established the following conditions to facilitate efficient resolution:
- Initial Contact with Vendor:
- All complaints regarding products or services should be initially directed to the respective vendor from whom the purchase was made.
- Users are encouraged to promptly communicate directly with the vendor to address any issues or concerns.
- Vendors are expected to respond to user complaints within 48 hours of receiving the complaint.
- Escalation to Zagosa Marketplace:
- If a user does not receive a response from the vendor within 48 hours or is unsatisfied with the resolution provided by the vendor, they may escalate the complaint to Zagosa Marketplace.
- Escalation can be done by contacting our customer support team through the designated channels provided on our platform.
- Intermediary Role of Zagosa Marketplace:
- Upon receiving an escalated complaint, Zagosa Marketplace will act as an intermediary between the user and the vendor to facilitate resolution.
- We will review the complaint and work towards finding a satisfactory resolution for all parties involved.
- Resolution Process:
- Zagosa Marketplace will investigate the complaint and may request additional information or evidence from both the user and the vendor.
- We will strive to resolve complaints fairly and promptly, considering both parties’ rights and responsibilities.
- The resolution may include refunds, exchanges, or other appropriate actions based on the nature of the complaint and the terms outlined in our policies.
- Communication and Updates:
- Throughout the resolution process, Zagosa Marketplace will inform the user of any progress or updates regarding their complaint.
- Users are encouraged to communicate openly with our customer support team to ensure a smooth resolution process.
- Feedback and Improvement:
- We value user feedback and use it to continuously improve our platform and services.
- After the resolution of a complaint, users may be asked to provide feedback on their experience, which will help us enhance our processes and serve our users better in the future.
- Legal Recourse:
- In cases where a satisfactory resolution cannot be reached through our internal processes, users may explore legal recourse as per applicable laws and regulations.
By using Zagosa Marketplace, users agree to abide by these conditions regarding handling complaints. We are committed to fostering a positive and transparent environment for all our users and vendors.
If you have any questions or require assistance, please don’t hesitate to contact our customer support team.
Date of last update: 16.02.24