1. Overview

The Support Policy of Solar Wind Mart defines how assistance is provided to vendors, buyers, and agents using the platform. Our goal is to ensure smooth operation of the bidding process and resolve user concerns efficiently.

2. Support Channels

• Email support for all registered users
• In-platform support/ticket system (if available)
• Dedicated assistance for premium or verified users

3. Support Scope

We assist users with:

• Account setup and registration issues
• Bidding process guidance
• Technical errors or platform bugs
• Payment-related queries (platform fees only)
• General platform usage assistance

4. Response Time

• Standard response time: 24–48 business hours
• Priority support for urgent or premium users
• Delays may occur during high traffic or holidays

5. Issue Resolution

• Each issue is tracked via a ticket or email thread
• Users must provide accurate and complete information
• Resolution time depends on complexity of the issue

6. Dispute Assistance

In case of disputes between users:

• We may act as a mediator when necessary
• Users must submit valid proof and communication records
• Final decisions are based on platform policies and agreements

7. Limitations of Support

• Private agreements outside the platform
• Product/service quality disputes (vendor responsibility)
• External payment transactions not processed via the platform
• Legal or contractual enforcement between users

8. User Responsibilities

• Use the platform as per guidelines
• Provide correct and verifiable information
• Communicate respectfully with support team

9. Abuse of Support

• Misuse of support channels may lead to restrictions
• False claims or repeated spam requests may result in suspension

10. Policy Updates

This Support Policy may be updated from time to time. Continued use of the platform indicates acceptance of the updated policy.

11. Contact Support

Email: info@solarwindmart.com

Support Hours: Mon–Fri, 9 AM – 6 PM