Customer Support Guidelines
Effective Date: 8 November 2025
1. Our Support Commitment
At HubKitani, we prioritize your satisfaction and aim to provide timely, respectful, and helpful support. Our customer service standards are designed to ensure a positive experience from inquiry to resolution.
2. Response Times
(a) Acknowledgment: All customer inquiries will be acknowledged within 72 hours via the chosen contact method, including automated replies.
(b) Resolution: Our goal is to resolve issues, questions, or complaints within 3 working days or sooner, depending on the complexity.
3. Channels for Support
(a) Multiple Support Channels: You can contact us through:
Email: [email protected]
Live Chat: Available through Whatsapp during support hours.
Phone: +6737144044
(b) Support Hours: Support is available from [9:00 AM – 11:00 PM, Monday to Sunday]. Support requests outside these hours will be responded to on the next business day.
(c) Help Center & FAQs: We maintain a comprehensive Help Center and FAQs page to assist you in self-service, reducing the need for direct contact.
4. Dispute & Complaint Handling
(a) Fair & Transparent Process: We investigate and resolve disputes fairly, promptly, and with transparency. We communicate clearly, explaining the process and possible outcomes.
(b) Escalation: If an issue remains unresolved after initial contact, you can escalate your case to support management for further review.
(c) Handling Refunds & Claims:
Refund requests or claims related to damaged or lost goods will be managed according to our Refund & Return Policy.
5. Quality & Feedback
(a) Customer Satisfaction: Your experience matters to us. After every resolution, we seek your feedback to improve our support quality.
(b) Follow-up: Our team will follow up after resolving your issue to ensure your ongoing satisfaction.
(c) Continuous Improvement: Feedback is reviewed regularly for service improvements.
6. Your Expectations
We are committed to providing professional, courteous, and efficient support. We ask that you:
- Communicate clearly and honestly.
- Maintain respectful language.
- Follow the proper procedures for disputes or complaints.
- Thank you for trusting HubKitani. We are dedicated to supporting you!