Customer Support Policy

Last Updated: Jul 31, 2023

Customer Support Policy for Solukus.com a Division of Abideh.com inc.

By accessing and using our Site, you acknowledge that you have read, understood, and agreed to abide by all our terms and policies. Your agreement extends to all the "policies and terms" provided in this page and the listed links below, whether they are in written form or conveyed orally. If you do not consent to any part of these policies and terms, we kindly request that you refrain from using our site and purchasing our products. It is your responsibility to review and fully comprehend these policies and terms before utilizing our site.

1. Introduction

1.1 At Solukus.com, a division of Abideh.com Inc., we strive to provide excellent customer support to ensure a positive experience for our customers.

1.2 This Customer Support Policy outlines the principles and guidelines we follow to address customer inquiries, concerns, and support requests.

2. Contact Information

2.1 If you need assistance or have any questions or concerns, you can reach our customer support team through the following channels:

- Email: solukus@aol.com

- Mailing Address: Abideh.com Inc., P.O. Box 64587, Markham RPO Unionville, Markham, Ontario, L3R 0M9, Canada

3. Support Channels

3.1 We offer customer support primarily through email communication. Our dedicated support team strives to respond to customer inquiries in a timely manner, usually same day during business days.

4. Types of Support Requests

4.1 Our customer support team is available to assist you with various types of support requests, including but not limited to:

- General inquiries about our products and services

- Order-related questions and updates

- Technical assistance with using our website or mobile app

- Assistance with account-related issues

- Questions regarding our policies and terms

5. Support Availability

5.1 Our customer support team operates during regular business hours, 9:00 a.m. to 9:00 p.m. E.S.T., from 7 days a week.

5.2 While we strive to provide support during these hours, there may be occasional variations due to holidays, unforeseen circumstances, or other factors. In such cases, we will make reasonable efforts to inform customers in advance.

6. Response Time

6.1 We aim to respond to customer inquiries and support requests within same day during business days.

6.2 Please note that response times may vary depending on the complexity of the inquiry and the volume of support requests received. We appreciate your patience and assure you that we will address your concerns as soon as possible.

7. Escalation of Issues

7.1 If a customer's issue requires further attention or resolution beyond the initial support response, our customer support team will escalate the matter to the appropriate department within our organization.

7.2 We will make every effort to resolve escalated issues promptly and efficiently, keeping the customer informed about the progress and expected resolution timeframes.

8. Feedback and Improvement

8.1 We value customer feedback as it helps us improve our products, services, and support experience. We encourage customers to provide feedback on their interactions with our customer support team.

8.2 Customer feedback can be submitted via email or through any feedback channels provided on our website.

9. Limitations

9.1 While we strive to provide comprehensive customer support, there may be certain limitations to the assistance we can offer. These limitations may include:

- Inquiries or requests that fall outside the scope of our products and services

- Support for third-party products or services not directly related to Solukus.com

- Legal or regulatory restrictions that prevent us from providing certain types of assistance

10. Updates to the Customer Support Policy

10.1 We may periodically update this Customer Support Policy to reflect changes in our support processes and practices. The updated policy will be effective immediately upon posting on our website.

10.2 We encourage customers to review this policy periodically to stay informed about our customer support guidelines and procedures.

11. Contact Us

11.1 If you have any questions or concerns regarding our Customer Support Policy, please contact us using the contact information provided in Section 2.

Thank you for choosing Solukus.com. We are committed to providing exceptional customer support and ensuring your satisfaction with our products and services.

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