At AchatPay, we are committed to providing all users with efficient, responsive, and transparent support. This policy outlines our processes, support availability, and the limits of our responsibility in addressing any issues related to the use of our platform.

Users can reach the AchatPay Support Team through the following channels:

• Email: support@achatpay.com

• Live Chat: available on the official website

• Support Tickets: via the user dashboard

We encourage users to use the ticketing system for better tracking and resolution of requests.

• Monday – Friday: 09:00 AM – 06:00 PM (GMT-4)

• Saturday: 10:00 AM – 02:00 PM

• Sunday & Public Holidays: Limited service, only for urgent cases related to ongoing transactions.

• General inquiries: within 24 business hours

• Technical issues / transaction concerns: within 12 business hours

• Urgent cases (transaction blockage or critical errors): priority response within 2 business hours

• AchatPay is only responsible for transactions processed through its system.

• We are not responsible for:

  • Errors caused by third parties (banks, other payment gateways).

  • User errors when entering information (e.g., account number, amount).

  • Delays due to external network or infrastructure issues.

If a user is not satisfied with the resolution of a ticket:

1. 1-The case may be escalated to a Support Supervisor.

2. 2-If the issue remains unresolved, the user may contact the AchatPay Compliance Department at: compliance@achatpay.com.

We reserve the right to update this Support Policy at any time. Any changes will be communicated to users via email and posted on our official website.