1. Introduction

PartFinder is committed to providing comprehensive support to both buyers and vendors using our platform. This Support Policy outlines the resources available to users and how they can access assistance for various issues related to transactions, account management, and technical problems on https://partfinder.ng.

2. Vendor Support

• Vendor Assistance: PartFinder offers dedicated support to vendors for managing their accounts, creating product listings, and fulfilling orders.
• Contact Method: Vendors can reach our support team by emailing vendorsupport@partfinder.ng. Please include your vendor ID and a detailed description of your issue.
• Response Time: Our goal is to respond to vendor inquiries within 24 hours during business days (Monday to Friday, 9:00 AM to 5:00 PM WAT). Support requests made outside these hours will be addressed on the next business day.

3. Buyer Support

• Buyer Assistance: Buyers can contact our support team for help with order tracking, returns, refunds, or any issues related to their purchases.
• Contact Method: For any issues, buyers can email support@partfinder.ng, providing their order number and a clear description of the problem.
• Response Time: We aim to respond to all buyer inquiries within 24 hours during business days. Queries made during weekends or public holidays will be addressed on the next business day.

4. Technical Support

• Website Issues: If you experience technical issues while using the PartFinder platform, such as login problems, page errors, or payment processing issues, please contact support@partfinder.ng.
• Reporting Bugs: Users are encouraged to report any bugs or errors they encounter. Our technical team will investigate and work to resolve issues promptly.
• System Downtime: In the event of scheduled maintenance or unexpected downtime, PartFinder will notify users in advance when possible and provide updates on the status of the platform.

5. Dispute Resolution

• Buyer-Vendor Disputes: If a dispute arises between a buyer and a vendor that cannot be resolved directly, PartFinder will act as a neutral party to facilitate resolution. Users should contact our support team to initiate the dispute resolution process.
• Resolution Process: PartFinder will review the dispute and communicate with both parties to reach a fair resolution. Our decision in dispute resolution cases is final and binding.

6. Feedback and Suggestions

• User Feedback: We value your feedback and are committed to improving our services based on user suggestions. Users can submit feedback or suggestions for improvement by emailing feedback@partfinder.ng.
• Continuous Improvement: PartFinder regularly reviews user feedback to enhance the platform's functionality and user experience.

7. Escalation Process

• Escalating Issues: If a support inquiry is not resolved to your satisfaction, you may escalate the issue by requesting to speak with a support manager. Escalation requests can be made through the same email channels used to report the original issue.
• Manager Review: Escalated issues will be reviewed by a support manager, who will aim to resolve the issue promptly and to the user's satisfaction.

8. Account Security

• Security Measures: PartFinder takes the security of user accounts seriously. If you suspect unauthorized access to your account, contact our support team immediately.
• Password Recovery: For issues related to account access, such as forgotten passwords, users can use the "Forgot Password" feature on the website or contact support@partfinder.ng for assistance.

9. Support Availability

• Business Hours: Support is available Monday to Friday, from 9:00 AM to 5:00 PM WAT.
• After-Hours Support: Inquiries received outside of business hours will be addressed on the following business day. Urgent issues, such as platform outages, may receive priority attention.

10. Third-Party Services

• External Services: If your issue involves a third-party service integrated with PartFinder (e.g., payment processors), our support team will coordinate with the third-party provider to assist in resolving the issue.
• Third-Party Policies: Users are also subject to the terms and conditions of third-party services used on the PartFinder platform.

11. Changes to the Support Policy

PartFinder reserves the right to modify this Support Policy at any time. Changes will be posted on the website, and continued use of the platform after such changes constitutes acceptance of the updated policy.

12. Governing Law

This Support Policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising under or in connection with this policy will be subject to the jurisdiction of the courts of Ondo State, Nigeria.

13. Contact Information

For any questions or concerns regarding our Support Policy, please contact us at support@partfinder.ng or by mail at:

PartFinder (Beyond Office)
8 Akinjo Street, Osukoti, Akure-South, Ondo State, Nigeria