Last Updated: August 31, 2026
Effective Date: August 31, 2026

At Alkonect, we are committed to providing reliable, accessible, and professional support to Buyers, Sellers, and other users of our marketplace.

This Support Policy explains how you can contact Alkonect Support, the types of issues we handle, expected response times, escalation procedures, and the responsibilities of Buyers and Sellers when requesting assistance.

Alkonect Ltd operates across Nigeria and South Korea and provides support for users accessing our marketplace and related services.

1. CONTACTING ALKONECT SUPPORT

For general support, questions, complaints, or assistance with the Alkonect Platform, contact us at:

Email: support@alkonect.com

When contacting Support, please provide enough information for us to identify and investigate your issue.

Where applicable, include:

• Your full name
• Alkonect account email
• Order number
• Seller name
• Product name
• Transaction reference
• Description of the issue
• Relevant screenshots or photographs
• Any other information reasonably required to resolve the matter

Please do not send passwords, complete payment-card numbers, PINs, authentication codes, or other highly sensitive information through email.

2. SUPPORT FOR BUYERS

Alkonect Support can assist Buyers with matters including:

• Account and login issues
• Order status
• Payment-related issues
• Delivery concerns
• Missing or damaged Products
• Incorrect Products
• Returns and refunds
• Seller communication issues
• Product complaints
• Disputes
• Marketplace functionality
• Technical problems
• Fraud or suspicious activity
• Privacy-related questions
• General Platform questions

Where a matter concerns a specific Seller or Product, Alkonect may contact the Seller and request information or action.

3. SUPPORT FOR SELLERS

Alkonect provides support to approved Sellers regarding matters including:

• Seller account issues
• Seller verification
• Product listings
• Order management
• Payments and payouts
• Seller dashboard issues
• Delivery and fulfilment
• Returns and refunds
• Buyer disputes
• Marketplace policies
• Technical problems
• Account restrictions
• Platform functionality

Sellers remain responsible for their Products, fulfilment obligations, legal compliance, customer service obligations, and other responsibilities established under the applicable Seller Terms.

4. SUPPORT CHANNEL

The primary official support channel for Alkonect is:

support@alkonect.com

Alkonect may introduce additional official support channels, including:

• Live chat
• In-platform support tickets
• Help centre
• Telephone support
• Social-media support
• WhatsApp or other messaging channels

If additional support channels become available, they will be communicated through official Alkonect channels.

Users should be cautious of individuals claiming to represent Alkonect through unofficial accounts or personal contact details.

5. SUPPORT HOURS

Alkonect may receive support requests at any time through email or other available digital channels.

Support requests are generally reviewed during Alkonect's operating support hours.

Response times may vary depending on:

• the complexity of the issue;
• volume of support requests;
• time zone;
• availability of Sellers or third-party service providers;
• weekends and public holidays;
• payment-provider response times;
• logistics-provider response times; and
• circumstances beyond Alkonect's reasonable control.

Submitting a support request does not guarantee an immediate response or resolution.

6. EXPECTED RESPONSE TIMES

We aim to acknowledge support requests as reasonably practicable.

Our general target is:

These are service targets rather than guaranteed response times.

Some matters may require additional investigation and therefore may take longer to resolve.

7. ORDER SUPPORT

When contacting Support about an Order, provide your Order number whenever possible.

Depending on the issue, Alkonect may investigate:

• Order status;
• payment confirmation;
• Seller fulfilment;
• shipping information;
• delivery status;
• cancellation requests;
• return requests;
• refund status;
• damaged Products;
• missing Products;
• incorrect Products; or
• other transaction-related concerns.

We may request photographs, delivery records, screenshots, receipts, or other evidence reasonably necessary to investigate the matter.

8. DELIVERY AND SHIPPING SUPPORT

If an Order has not arrived within the expected delivery period, Buyers should first check the available Order tracking information.

If the issue continues, contact:

support@alkonect.com

Alkonect may coordinate with the relevant Seller, courier, logistics provider, or other service provider.

Delivery investigations may take additional time where the matter involves:

• international shipping;
• customs;
• incorrect addresses;
• failed delivery attempts;
• courier investigations;
• remote locations;
• lost shipments; or
• circumstances outside Alkonect's control.

9. DAMAGED, INCORRECT OR MISSING PRODUCTS

If you receive a Product that is:

• damaged;
• defective;
• materially different from the listing;
• incomplete;
• incorrect; or
• missing,

contact Alkonect Support as soon as reasonably possible.

Where appropriate, provide:

• Order number;
• photographs or videos of the Product;
• photographs of the packaging;
• description of the issue;
• delivery information; and
• any other relevant evidence.

We may forward the complaint to the Seller for investigation.

Depending on the circumstances and applicable law, available resolutions may include:

• replacement;
• repair;
• return;
• refund;
• partial refund;
• Seller resolution; or
• another appropriate remedy.

10. RETURNS AND REFUNDS SUPPORT

Alkonect Support can assist with return and refund requests.

However, approval of a return or refund may depend on:

• the Product;
• Seller policy;
• reason for return;
• condition of the Product;
• time elapsed since delivery;
• payment method;
• applicable law; and
• other relevant circumstances.

Nothing in this Support Policy limits any mandatory consumer rights available under applicable law.

Once a refund is approved, the time required for the funds to appear in the Buyer's account may depend on the relevant payment provider, bank, card issuer, or financial institution.

11. PAYMENT SUPPORT

If you experience a payment issue, contact:

support@alkonect.com

Payment issues may include:

• unsuccessful payment;
• duplicate charge;
• payment deducted but Order not confirmed;
• refund not received;
• payment verification issue; or
• other transaction-related problems.

For security purposes, never send your:

• card PIN;
• CVV/security code;
• online-banking password;
• one-time password;
• authentication code; or
• complete card number

to Alkonect Support.

Alkonect may work with the relevant payment provider or financial institution to investigate payment issues.

12. ACCOUNT AND LOGIN SUPPORT

If you cannot access your Alkonect account, Support may assist with:

• password-reset issues;
• account access;
• account verification;
• profile problems;
• account restrictions; and
• other account-related matters.

For security purposes, Alkonect may request information necessary to verify account ownership.

We will never ask you to provide your password.

13. SELLER SUPPORT

Sellers should contact Support through:

support@alkonect.com

Seller support may assist with:

• onboarding;
• verification;
• listing problems;
• Order management;
• payout issues;
• account restrictions;
• Seller dashboard problems;
• Buyer disputes;
• returns and refunds;
• technical issues; and
• marketplace policy questions.

Sellers should ensure that their contact and business information remains accurate.

14. DISPUTES BETWEEN BUYERS AND SELLERS

Alkonect may assist in resolving disputes between Buyers and Sellers.

When investigating a dispute, Alkonect may review:

• Order information;
• Product listings;
• Seller information;
• Buyer communications;
• photographs;
• delivery records;
• tracking information;
• payment information;
• return information;
• reviews; and
• other relevant evidence.

Alkonect may request information from either party.

Users are expected to cooperate honestly and promptly.

Where appropriate, Alkonect may facilitate a resolution between the parties.

Nothing in this section prevents a Buyer or Seller from exercising legal rights available under applicable law.

15. ESCALATION

If you believe your support request has not been adequately resolved, you may request escalation by replying to the existing support communication or contacting:

support@alkonect.com

When requesting escalation, provide:

• original support reference, if available;
• Order number, where applicable;
• summary of the issue;
• previous responses received; and
• the resolution you are seeking.

Escalated matters may be reviewed by a senior support representative or another appropriate Alkonect team.

16. FRAUD AND SECURITY REPORTS

If you believe you have encountered:

• fraud;
• account takeover;
• suspicious payment activity;
• counterfeit Products;
• phishing;
• impersonation of Alkonect;
• suspicious Seller activity; or
• another serious security concern,

contact us immediately at:

support@alkonect.com

Please provide as much relevant information as possible.

Do not send passwords, PINs, authentication codes, or other security credentials.

Where appropriate, Alkonect may suspend an account, restrict a transaction, investigate activity, or refer matters to payment providers, regulators, law enforcement, or other relevant authorities.

17. PRIVACY SUPPORT

For questions concerning personal information, privacy rights, or data protection, contact:

support@alkonect.com

Privacy requests may include requests concerning:

• access to personal information;
• correction;
• deletion;
• withdrawal of consent;
• marketing preferences;
• data-processing questions; or
• other privacy rights available under applicable law.

Identity verification may be required before certain requests can be processed.

Privacy requests will be handled in accordance with the Alkonect Privacy Policy and applicable data-protection laws.

18. TECHNICAL SUPPORT

If you experience technical problems with Alkonect, please provide:

• device type;
• browser or application version;
• description of the problem;
• approximate time the problem occurred;
• screenshots or screen recordings where useful; and
• relevant Order or account information.

Technical issues may include:

• website errors;
• checkout problems;
• account problems;
• broken links;
• Product listing issues;
• Seller dashboard problems;
• payment interface issues; or
• other Platform functionality.

19. THIRD-PARTY SERVICES

Some Alkonect services depend on third-party providers, including:

• payment processors;
• banks;
• logistics providers;
• courier companies;
• telecommunications providers;
• cloud-service providers; and
• other technology providers.

Where an issue originates from a third-party provider, Alkonect may need to coordinate with that provider.

Resolution times may therefore depend partly on the third party.

20. EVIDENCE AND VERIFICATION

To protect Buyers, Sellers, and Alkonect from fraud and abuse, we may request reasonable evidence when investigating a complaint.

This may include:

• photographs;
• videos;
• receipts;
• Order information;
• tracking information;
• identity verification;
• payment confirmation;
• communication records; or
• other relevant documentation.

Providing false, altered, or misleading evidence may result in account restrictions or other appropriate action.

21. COMMUNICATION STANDARDS

We expect all communication with Alkonect Support to remain respectful and professional.

Support staff must not be subjected to:

• threats;
• harassment;
• discriminatory abuse;
• intimidation;
• repeated abusive communications;
• malicious complaints; or
• attempts to obtain unauthorised information.

Alkonect may restrict support communications where necessary to protect employees, contractors, Sellers, users, or Platform operations.

Legitimate complaints will not be restricted merely because a user is dissatisfied with a decision.

22. WHAT SUPPORT CANNOT DO

Alkonect Support cannot:

• guarantee that every dispute will be resolved in a particular user's favour;
• disclose another user's confidential information;
• provide passwords or authentication credentials;
• guarantee third-party delivery times;
• guarantee payment-provider processing times;
• override applicable law;
• provide professional legal, financial, medical, or tax advice; or
• guarantee that every Seller will accept a return where no legal or contractual right exists.

Support decisions will be based on available evidence, applicable policies, contractual obligations, and applicable law.

23. SUPPORT ABUSE

Alkonect may take appropriate action where Support services are intentionally abused.

Examples include:

• repeated fraudulent refund claims;
• false complaints;
• submitting manipulated evidence;
• impersonating another customer;
• attempting to manipulate Support representatives;
• threatening staff;
• creating multiple accounts to abuse support processes; or
• intentionally providing false information.

Actions may include account restrictions, cancellation of transactions, suspension, termination, or referral to relevant authorities where appropriate.

24. SUPPORT RECORDS

Alkonect may retain support communications and related information for purposes including:

• resolving complaints;
• maintaining transaction records;
• improving customer service;
• preventing fraud;
• training and quality assurance;
• enforcing agreements; and
• complying with legal obligations.

Support records will be handled in accordance with the Alkonect Privacy Policy and applicable data-protection laws.

25. LANGUAGE

Alkonect may provide support in English and may introduce additional languages as our marketplace expands.

Where translation or interpretation is required, some communications may be translated using human or automated translation services.

In case of uncertainty, users may request clarification from Support.

26. POLICY CHANGES

Alkonect may update this Support Policy from time to time to reflect changes in:

• our services;
• support channels;
• operating procedures;
• marketplace policies;
• applicable law; or
• business operations.

The latest version will be published on the Alkonect Platform.

27. CONTACT INFORMATION

For all general support enquiries:

Alkonect Ltd
Email: support@alkonect.com
Operating jurisdictions: Nigeria and South Korea

We recommend that users contact us using the email address above when dealing with account, Order, payment, Seller, privacy, or marketplace issues.

28. ACKNOWLEDGEMENT

By using Alkonect, you acknowledge that you have read and understood this Support Policy.

This Support Policy should be read together with the Alkonect Terms and Conditions, Privacy Policy, Seller Terms, Returns and Refund Policy, Shipping Policy, and other applicable Platform policies.

Alkonect Ltd
Nigeria & South Korea

© 2026 Alkonect Ltd. All rights reserved.