?️ Support Policy

Sabeeli Marketplace

Last Updated: [Insert Date]

1. Purpose of This Policy

Sabeeli Marketplace is committed to providing reliable, transparent, and timely support to all platform users, including NGOs, donors, volunteers, sellers, and service providers.

This Support Policy outlines the scope, availability, response times, and limitations of support services provided by Sabeeli.

2. Who Is Covered by This Policy

This policy applies to:

• Registered NGOs and project owners

• Verified sellers and service providers

• Donors and individual contributors

• Volunteers and general platform users

Support services vary depending on user role and account status.

3. Support Channels

Users may contact Sabeeli Support through the following official channels:

• ? Email: support@sabeeli.org

• ? Website Contact Forms

• ? Help Center / Knowledge Base (where available)

Sabeeli does not provide support through unofficial channels such as personal social media accounts.

4. Scope of Support

Sabeeli Support may assist with:

• Account access and profile issues

• Marketplace navigation and usage

• Order, RFQ, and contract inquiries

• Payment, refund, and escrow questions

• Technical issues related to platform functionality

• Policy clarification and procedural guidance

Support does not include:

• Legal, financial, or tax advice

• Mediation beyond platform-related disputes

• Project management or operational execution

• Custom development or system integrations

5. Response Time Expectations

Sabeeli aims to respond within the following timeframes:

Response times may vary based on request volume and complexity.

6. User Responsibilities

To help us assist you effectively, users must:

• Provide accurate and complete information

• Use official support channels

• Respond promptly to follow-up requests

• Act respectfully and professionally

Abusive, misleading, or repeated frivolous requests may result in limited support access.

7. Escalation & Priority Handling

Certain cases may receive priority handling, including:

• Active humanitarian project disruptions

• Security or data protection concerns

• Payment or escrow-blocking issues

Escalation decisions are made at Sabeeli’s discretion.

8. Data Privacy & Security

All support interactions are handled in accordance with Sabeeli’s Privacy Policy.

Users should never share:

• Passwords or private keys

• Sensitive financial details

• Personal data of beneficiaries via unsecured channels

9. Limitations of Support

Sabeeli Support is not responsible for:

• Issues caused by third-party services or payment providers

• Delays due to incomplete user information

• External legal or regulatory matters

• Disputes unrelated to platform functionality

10. Policy Updates

This Support Policy may be updated periodically.
Continued use of Sabeeli Marketplace constitutes acceptance of the latest version.

11. Contact Information

For support requests:

? Email: support@sabeeli.org
? Website: www.sabeeli.org