Support Policy

Effective Date: 01/2023

At Shopland.ma, we are committed to providing exceptional customer support to ensure your shopping experience is smooth and enjoyable. This Support Policy outlines the terms and conditions under which our support services are provided. By using our website and services, you acknowledge that you have read, understood, and agreed to the following policy.

1. Communication Channels: 1.1 We offer customer support through various communication channels, including email, live chat, and phone support. 1.2 Our customer support team is available 5 days a week, during our specified working hours 09:00 to 17:00.

2. Support Scope: 2.1 Our support services are primarily focused on assisting customers with inquiries, product information, order-related issues, and general assistance regarding Shopland.ma. 2.2 We will make reasonable efforts to provide accurate and up-to-date information, but we cannot guarantee the availability of support for all products or services listed on our website.

3. Technical Support: 3.1 We provide limited technical support for any technical issues encountered while using our website or services. 3.2 Technical support may include assistance with website navigation, account-related inquiries, troubleshooting common issues, and providing guidance on using our features and functionalities. 3.3 We do not provide support for third-party software or services unless explicitly stated otherwise.

4. Response Time: 4.1 We strive to respond to customer inquiries and support requests in a timely manner. 4.2 Our target response time is 3 hours for inquiries, during our specified working hours. 4.3 Please note that response times may vary based on the volume of inquiries and the complexity of the issue.

5. Support Exclusions: 5.1 Our support services do not cover the following: a) Assistance with third-party products or services not directly related to Shopland.ma. b) Customizations, modifications, or integrations of our products or services unless otherwise specified. c) Training or educational services beyond general guidance on using our platform. d) Hardware-related issues or technical support for non-digital products.

6. Customer Responsibilities: 6.1 Customers are responsible for providing accurate and complete information when contacting our support team. 6.2 Customers are expected to follow our guidelines and instructions provided by our support team to facilitate the resolution of their inquiries. 6.3 Customers should maintain respectful and professional communication with our support team.

7. Changes to the Support Policy: 7.1 Shopland.ma reserves the right to modify or update this Support Policy at any time without prior notice. 7.2 Changes to the policy will be effective immediately upon posting the updated version on our website.

If you require support or have any questions regarding our support policy, please reach out to our customer support team through the designated channels. We are here to assist you and provide the best possible support experience.

Thank you for choosing Shopland.ma!