At Kara Healthmall, we are committed to providing excellent customer and vendor support to ensure a seamless shopping and service experience. This Support Policy outlines the ways customers, vendors, and healthcare service providers can access assistance for inquiries, technical issues, complaints, and dispute resolution.

1. Scope of Support

This Support Policy applies to:

• Customers purchasing healthcare products and services on Kara Healthmall.
• Vendors listing and selling products or services on the platform.
• Healthcare providers offering medical services through the marketplace.

2. Customer Support Services

2.1. How to Contact Support

Customers can reach Kara Healthmall support through the following channels:

• Live Chat: Available on our website [24/7].
• Email: [email protected] (Response time: 24-48 hours).
• Phone: +XXX-XXX-XXXX (Available [Business Hours: 9 AM - 6 PM GMT]).
• Help Center: A self-service portal with FAQs, guides, and troubleshooting tips.

2.2. Types of Customer Support Assistance

We assist customers with:

• Order tracking and delivery inquiries.
• Product information and vendor-related questions.
• Refunds, returns, and cancellation requests.
• Technical support for platform usage.
• Account and security-related issues.

3. Vendor and Healthcare Provider Support

3.1. Vendor Support Services

Vendors on Kara Healthmall can receive support for:

• Account setup and verification.
• Listing products and managing inventory.
• Order fulfillment, logistics, and shipping support.
• Payment processing and commission structure inquiries.
• Dispute resolution with customers.

How Vendors Can Contact Support

• Dedicated Vendor Support Email: [email protected]
• Vendor Portal Help Center: Knowledge base for self-service support.
• Account Manager Assistance: Assigned to high-volume vendors for direct assistance.

3.2. Healthcare Provider Support Services

Healthcare providers offering services (e.g., consultations, surgeries, telemedicine) can access support for:

• Service listing and pricing guidelines.
• Patient appointment management.
• Compliance with regulatory and quality standards.
• Dispute handling with customers.
• Payments and revenue management.

How Healthcare Providers Can Contact Support

• Email: [email protected]
• Phone: +XXX-XXX-XXXX
• Healthcare Partner Success Team: For personalized onboarding and ongoing support.

4. Dispute Resolution & Complaint Handling

4.1. Customer Disputes with Vendors or Healthcare Providers

• Customers experiencing issues with a vendor or service provider can file a complaint through the platform.
• Kara Healthmall will review disputes and mediate resolutions between parties within 7-10 business days.

4.2. Vendor Disputes with Customers

• Vendors can escalate disputes over refunds, fraudulent transactions, or policy violations to Kara Healthmall Support.
• Vendors must provide supporting evidence for claims within 5 business days of the dispute filing.

4.3. Healthcare Provider Disputes

• Medical service providers facing disputes with patients regarding appointments, services, or payments can request mediation from Kara Healthmall.
• Cases involving professional misconduct or malpractice will be referred to regulatory bodies as needed.

5. Response Time & Resolution Standards

• General Inquiries: Response within 24-48 hours.
• Order-Related Issues: Resolution within 5-7 business days.
• Refund & Return Requests: Processed within 7-10 business days.
• Disputes & Escalations: Mediation within 7-14 business days.

6. Technical Support & Platform Issues

6.1. Account & Security Support

Users experiencing login issues, unauthorized access, or security concerns can contact [email protected].

6.2. Bug Reporting & Platform Errors

• Users can report technical glitches via [email protected].
• We aim to resolve critical bugs within 48-72 hours and non-critical issues within 5-7 business days.

7. Support Availability & Operating Hours

• Live Chat & Help Center: Available 24/7.
• Email Support: Response within 24-48 hours.
• Phone Support: Available during business hours (9 AM - 6 PM GMT, Monday - Friday).
• Emergency Support for Healthcare Providers: Available 24/7 for critical healthcare-related issues.

8. Changes to This Policy

Kara Healthmall reserves the right to update this Support Policy as needed. Users will be notified of significant changes through email or platform announcements.

9. Contact Us

For further assistance, contact:

 

• Email: [email protected]
• Phone: +234 803 746 2283
• Address: 17 Ibikunle Street, Yaba, Lagos

 

By using Kara Healthmall, you acknowledge that you have read, understood, and agree to this Support Policy.