Support Policy

Effective date: 22 August 2026

Enova Mart Support helps customers and sellers use the marketplace, understand an order and resolve transaction issues fairly.

1. How to contact us

Call 0910530879. Standard support hours are Monday–Saturday, 8:30 a.m.–5:30 p.m. East Africa Time, excluding public holidays. Urgent safety or payment-security reports may be submitted at any time through an available website support channel and will be reviewed as soon as reasonably possible.

2. What we support

We assist with account access, store registration, product and order questions, delivery tracking, payment records, suspected fraud, returns, refunds, listing concerns and marketplace technical problems. Product-specific advice, installation, warranty service and stock confirmation may require direct seller support.

3. Information to provide

To help us investigate, provide your name, account contact, order number or store name, a clear description of the problem and relevant screenshots, photos, receipts or messages. Never send your password, one-time code, full payment-card number or mobile-money PIN.

4. Response targets

We aim to acknowledge ordinary support requests within one business day and urgent account-security or payment reports within four business hours. More complex delivery, return or seller investigations may take 3–7 business days or longer when third-party evidence is required. These are service targets, not guarantees, but we will provide an update when a case remains open.

5. Resolution process

For product, delivery or warranty issues, contact the seller first when practical. If the issue is not resolved, share the seller communication with Enova Mart Support. We may request information from both parties, preserve relevant platform records and propose a remedy consistent with the order, marketplace policy and applicable law.

6. Respectful and safe communication

Support must not be used for threats, harassment, spam, fraudulent claims or unlawful requests. We may end abusive communications while preserving access to appropriate complaint channels. For an immediate threat to life, safety or property, contact the relevant emergency or law-enforcement service rather than relying on marketplace support.