At DecluttaKing, we are committed to providing a safe, seamless, and satisfying buying and selling experience. This policy outlines how we handle customer support and complaints to ensure fairness, transparency, and timely resolution.

1. Our Commitment to You

• We aim to respond to all customer inquiries within 24 hours (including weekends and public holidays).

• All complaints will be acknowledged within 24 hours and resolved within 3–5 working days, depending on complexity.

• We treat all buyers and sellers with fairness, respect, and confidentiality.

2. How to Reach Us

You can contact our Customer Support team via:

• In-App Help Center (Recommended)

• Email: cs@decluttaking.com

• Live Chat: Available 9am–6pm, Monday to Friday

• Social Media DMs (For general queries only, not complaint resolution)

3. Complaint Process

Step 1: Submit your complaint through the in-app Help Center or email with full details, including:

• Your order/transaction number (if applicable)

• A clear description of the issue

• Any evidence (e.g., screenshots, photos, chat logs)

Step 2: Our team will review your complaint and may contact you for more information.

Step 3: We will provide an update within 3 working days and aim for full resolution within 5 working days.

Step 4: If the issue involves a transaction, we will follow our Dispute Resolution Policy.

4. Escalation

If you are unhappy with the resolution provided, you may request escalation to a Senior Support Manager, who will conduct an independent review and provide a final decision within 3 working days.

5. Dispute Resolution

• For issues related to orders, payment, refunds, or cancellations, DecluttaKing will mediate between the buyer and seller.

• Our escrow system ensures payments are only released once both parties are satisfied or after resolution.

• If the dispute cannot be resolved, DecluttaKing’s final decision will be binding in line with our Terms of Service.

6. Protection & Refunds

• If a transaction is canceled before seller confirmation of pickup, the buyer is eligible for a refund as per our Refund Policy.

• Cancellations after pickup confirmation are handled case-by-case, based on dispute investigation.

7. Policy Updates

This policy may be updated at any time to reflect improvements in our service. All changes will be posted in the DecluttaKing app and website.