Support Policy

Effective Date: March 2026

Welcome to the Support Policy of Umuguzi.com. This policy explains how users can receive assistance and support when using our platform. Our goal is to provide reliable, efficient, and fair support to buyers, sellers, affiliates, and visitors using our marketplace.

1. About Umuguzi.com

Umuguzi.com is a modern African ecommerce marketplace designed to help people discover, share, buy, sell, and auction products and services online. The platform operates as a multi-vendor marketplace where independent sellers can connect with buyers locally and internationally.

Our mission is to support digital commerce in Africa by providing a safe and reliable marketplace environment.

Business Information

Company Name: Umuguzi.com
Address: Kigali City, Rwanda
Phone: +250788217950
Email: info@umuguzi.com

2. Scope of Support

The Umuguzi.com support team provides assistance with:

• Account registration and login issues

• Buyer and seller account management

• Order and payment questions

• Product listing issues for sellers

• Affiliate program questions

• Auction system assistance

• Technical problems related to the website

• Marketplace disputes between buyers and sellers

Support is intended to ensure the smooth operation of the marketplace.

3. Support Channels

Users can contact Umuguzi.com support through the following channels:

Email Support
info@umuguzi.com

Phone Support
+250788217950

Location
Kigali City, Rwanda

We aim to respond to inquiries as quickly as possible, depending on the complexity of the request.

4. Support Availability

Support services are generally available during regular business hours.

Response times may vary depending on:

• The number of support requests

• The complexity of the issue

• The need to review transactions or seller activity

Critical issues affecting platform functionality may receive priority support.

5. Buyer Support

Buyers using Umuguzi.com can request assistance for:

• Order tracking

• Product inquiries

• Refund or return requests

• Payment issues

• Reporting fraudulent sellers

• Dispute resolution

The support team may assist buyers in communicating with sellers when necessary.

6. Seller Support

Sellers on Umuguzi.com may receive support for:

• Store setup and account verification

• Product listing assistance

• Order processing questions

• Auction listing management

• Affiliate system integration

• Seller account issues

Sellers are expected to handle most customer service requests directly with buyers, but the platform may provide guidance or intervention when required.

7. Affiliate Program Support

Users participating in the Umuguzi.com affiliate program may contact support for help with:

• Affiliate registration

• Tracking commissions

• Affiliate links and marketing tools

• Payment inquiries

The platform aims to ensure fair and transparent affiliate tracking.

8. Technical Support

Technical support may be provided for issues such as:

• Website access problems

• Login or account issues

• Errors when listing products

• Technical bugs affecting the platform

Users are encouraged to provide clear descriptions and screenshots when reporting technical issues to help resolve them faster.

9. Dispute Assistance

Since Umuguzi.com operates as a multi-vendor marketplace, disputes may occur between buyers and sellers.

When necessary, the platform may assist in resolving disputes by:

• Reviewing transaction records

• Communicating with both parties

• Suggesting fair solutions

However, Umuguzi.com acts as an intermediary and may not always be able to resolve every dispute.

10. User Responsibilities When Requesting Support

To help us provide effective assistance, users should:

• Provide accurate information

• Include order numbers when applicable

• Clearly explain the issue

• Communicate respectfully with support staff

Abusive or fraudulent support requests may result in account restrictions.

11. Limitations of Support

The Umuguzi.com support team cannot:

• Guarantee the outcome of disputes between buyers and sellers

• Control seller inventory or delivery services

• Provide support for issues unrelated to the platform

Our role is to facilitate communication and maintain a fair marketplace.

12. Updates to This Policy

Umuguzi.com reserves the right to update this Support Policy at any time. Changes will be posted on this page.

Continued use of the platform after updates indicates acceptance of the revised policy.

13. Contact Information

If you need assistance or have questions regarding this Support Policy, please contact:

Umuguzi.com
Kigali City, Rwanda

Phone: +250788217950
Email: info@umuguzi.com