SUPPORT POLICY

Platform: HonjekExpress.com
Business Owner: HONJEK TECHNICAL LIMITED
Effective Date: 01/01/2025
Last Updated: 03/06/2026

1. INTRODUCTION

At HonjekExpress, customer satisfaction is one of our top priorities. This Support Policy outlines how customers, vendors, and visitors can access assistance, report issues, and receive support regarding products, orders, payments, account-related concerns, and platform services.

Our goal is to provide timely, professional, and reliable support to ensure a positive experience for all users of the HonjekExpress platform.

2. SCOPE OF SUPPORT

HonjekExpress provides support for matters relating to:

• Customer accounts and login issues.

• Product inquiries and marketplace information.

• Order tracking and delivery updates.

• Payment-related concerns.

• Refund, return, and dispute resolution requests.

• Vendor registration and account management.

• Technical issues affecting the platform.

• Policy clarification and general inquiries.

• Reported violations of platform policies.

• Fraud, security, or suspicious account activities.

3. SUPPORT CHANNELS

Users may contact HonjekExpress through the following official support channels:

Email Support
Email: info@honjekexpress.com

Phone Support
Phone: 08023066061

Support requests submitted through official channels will be reviewed and handled by the appropriate support team.

4. SUPPORT HOURS

Our support team is available during normal business hours.

Business Hours:

• Monday to Friday: 8:00 AM – 6:00 PM

• Saturday: 9:00 AM – 3:00 PM

• Sunday and Public Holidays: Limited support may be available

Response times may vary during weekends, public holidays, or periods of high support volume.

5. RESPONSE TIMES

While response times may vary depending on the complexity of the issue, HonjekExpress aims to respond within the following timeframes:

• General inquiries: Within 24–48 business hours.

• Order-related issues: Within 24 business hours.

• Payment-related inquiries: Within 24–72 business hours.

• Refund and dispute matters: Within 3–7 business days.

• Technical issues: Depending on the nature and severity of the issue.

Complex investigations may require additional time to resolve.

6. CUSTOMER RESPONSIBILITIES

To help us provide efficient support, customers are encouraged to:

• Provide accurate account and contact information.

• Include order numbers when reporting order-related issues.

• Submit supporting evidence such as screenshots, photos, videos, or receipts where applicable.

• Communicate respectfully with support representatives.

• Respond promptly to requests for additional information.

Failure to provide required information may delay issue resolution.

7. VENDOR SUPPORT

Registered vendors may contact HonjekExpress for assistance regarding:

• Vendor registration and onboarding.

• KYC verification.

• Product listings and catalog management.

• Order fulfillment concerns.

• Payments and settlements.

• Refunds, returns, and disputes.

• Policy compliance matters.

Vendors are expected to cooperate fully with support investigations and provide requested information when necessary.

8. TECHNICAL SUPPORT

HonjekExpress provides technical assistance for platform-related issues, including:

• Website access problems.

• Login difficulties.

• Account-related technical issues.

• Checkout and payment processing errors.

• Platform performance concerns.

Technical support does not extend to third-party devices, internet connections, or software not controlled by HonjekExpress.

9. COMPLAINTS & ESCALATION

If a user is dissatisfied with the outcome of a support request, they may request an escalation for further review.

Escalated cases will be reviewed by the appropriate department, and additional investigations may be conducted where necessary.

HonjekExpress will make reasonable efforts to resolve complaints fairly and transparently.

10. FRAUD, SECURITY & ABUSE REPORTING

Users are encouraged to report:

• Suspicious transactions.

• Unauthorized account activity.

• Fraudulent listings.

• Fake products.

• Policy violations.

• Security concerns affecting the platform.

HonjekExpress reserves the right to investigate reported incidents and take appropriate action, including account suspension or termination where necessary.

11. LIMITATION OF SUPPORT

While HonjekExpress strives to provide timely assistance, we do not guarantee immediate resolution of all issues.

Some requests may require verification, vendor cooperation, third-party service provider involvement, or additional investigations before a final resolution can be provided.

12. POLICY CHANGES

HONJEK TECHNICAL LIMITED reserves the right to modify, update, or amend this Support Policy at any time.

Any updates will be published on HonjekExpress.com and will become effective immediately upon publication unless otherwise stated.

Continued use of the platform constitutes acceptance of the updated policy.

13. CONTACT INFORMATION

For support, complaints, inquiries, or assistance, please contact:

HONJEK TECHNICAL LIMITED

Website: https://honjekexpress.com

Email: info@honjekexpress.com

Phone: 08023066061