First response timelines:
Chat: We will acknowledge receipt of your chat message within 15 minutes from the moment you contact us.
Email: We will acknowledge receipt of your email within 1 hour from the moment you contact us.
Resolution timelines:
We will review your complaint and provide you with resolution details within 24 hours. In some cases, we may need to engage our payment service provider for further checks or resolution. This process can take anywhere from 2 to 35 business days. Rest assured, we will keep you informed throughout the process.
Examples of issues that may require additional checks with our payment service provider include:
Delayed receipt of payment,
Unauthorized payments,
Fraudulent payments
Refund delays
Other payment-related discrepancies