SUPPORT POLICY
Last Updated: May 2026

Cedar Souq is committed to providing professional, reliable, and efficient support for customers, sellers, and marketplace users across Lebanon.

This Support Policy explains how support services are provided through the Cedar Souq platform.

1. SUPPORT CHANNELS

Support may be available through:

• Email support
• In-app support systems
• WhatsApp support
• Contact forms
• Seller support channels

Availability may vary depending on operational conditions and support volume.

2. RESPONSE TIMES

Cedar Souq aims to respond to support requests within:
• 24–48 business hours

Response times may vary depending on:
• Request complexity
• Investigation requirements
• Seller cooperation
• Delivery partner response times
• Public holidays or operational limitations

3. CUSTOMER SUPPORT

Customer support may assist with:
• Order issues
• Delivery problems
• Refund requests
• Account access issues
• Platform-related questions
• Reported seller violations

Customers are expected to provide accurate information when requesting support.

4. SELLER SUPPORT

Seller support may assist with:
• Store onboarding
• Product listings
• Marketplace guidelines
• Order management
• Technical platform issues
• Account reviews

Cedar Souq reserves the right to review seller activity and marketplace compliance before processing certain support requests.

5. SUPPORT LIMITATIONS

Cedar Souq may not guarantee immediate resolution for:
• Seller disputes
• Delivery delays
• External payment provider issues
• Force majeure situations
• Technical outages outside platform control

Certain cases may require additional investigation.

6. ABUSE & MISCONDUCT

Users may not:
• Abuse support staff
• Use offensive language
• Submit fraudulent claims
• Spam support systems
• Manipulate disputes dishonestly

Cedar Souq reserves the right to:
• Restrict support access
• Suspend accounts
• Reject abusive requests
• Take platform enforcement action

7. LANGUAGE SUPPORT

Support services are primarily available in:
• Arabic
• English

8. POLICY UPDATES

Cedar Souq reserves the right to modify this Support Policy at any time.

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