Effective Date: December 18, 2023
Last Updated: December 30, 2024

At Adbuddy, we are dedicated to providing exceptional support to our users. This Support Policy outlines the terms and scope of the assistance we offer, ensuring that your experience on our platform is smooth, reliable, and efficient.

1. Support Channels

We offer multiple ways to reach our support team:

• Email Support: Reach us at [email protected] for inquiries, issues, or feedback.
• Phone Support: Contact us at +256 (770) 123-094 for immediate assistance during business hours.
• Help Center: Access a comprehensive library of FAQs and troubleshooting guides on our platform.
• Live Chat: Available on our website for real-time support during operational hours.

2. Support Availability

Our support team operates during the following hours:

• Monday to Friday: 9:00 AM to 6:00 PM (GMT)
• Saturday: 10:00 AM to 4:00 PM (GMT)
• Sunday and Public Holidays: Email support only; responses may take up to 24 hours.

3. Scope of Support

We provide assistance for the following:

• Account Management: Help with registration, login issues, and account settings.
• Technical Support: Assistance with platform navigation, errors, and technical glitches.
• Payment Queries: Guidance on withdrawals, deposits, and transaction issues.
• Advertiser Assistance: Campaign setup, performance tracking, and billing inquiries.
• General Questions: Information about our features, policies, and services.

4. Support Limitations

While we strive to assist with all issues, the following are beyond our scope:

• Problems caused by third-party applications or external platforms.
• User negligence, such as forgotten passwords without recovery details.
• Personal disputes between users unrelated to Adbuddy’s services.

5. Response Times

We aim to provide timely assistance:

• Email Support: Response within 24 hours on business days.
• Phone Support: Immediate assistance during operational hours.
• Live Chat: Average response time is under 5 minutes during availability.

For complex issues, resolution times may vary, but we will keep you informed at every step.

6. User Responsibilities

To ensure efficient support, users must:

• Provide accurate and complete details about the issue.
• Cooperate with our team by following provided instructions.
• Avoid abusive or disrespectful language when communicating with support staff.

7. Escalation Process

If you are dissatisfied with the resolution provided:

• Request escalation by emailing [email protected] with "Escalation Request" in the subject line.
• A senior team member will review and respond to your case within 48 hours.

8. Contact Us

For any support needs, please use the contact details below:

• Phone: +256 (770) 123-094
• Email: [email protected]
• Address: 223 Regent St., London W1B 2QD, United Kingdom