Qonee Support Policy

Last Updated: November 17, 2025

At Qonee, we are committed to providing timely and effective support to all our customers. This Support Policy outlines how you can contact us, what to expect, and your responsibilities when seeking assistance.

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1. Contacting Qonee Support

You may reach our support team via:

• Email: support@qonee.com
  
  

• Phone: 0454990823
  
  

• Website Contact Form: https://qonee.com/contact-us
  
  

Support is available Monday to Friday, 9:00 AM to 6:00 PM (PHT). Emails received outside these hours will be addressed on the next business day.

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2. Types of Support

Qonee Support can assist with:

• Order inquiries and tracking
  
  

• Payment issues
  
  

• Shipping and delivery concerns
  
  

• Refunds and returns (subject to Refund Policy)
  
  

• Account issues (login, password reset, profile updates)
  
  

• General questions about using the platform
  
  

Data privacy inquiries will also be addressed through this contact, in compliance with the Data Privacy Act of 2012.

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3. Response Time

• Standard inquiries: within 24–48 hours on business days
  
  

• Refund, returns, or complex issues: may take up to 5–7 business days for resolution
  
  

• Urgent matters (e.g., security concerns or payment errors) will be prioritized
  
  

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4. Customer Responsibilities

To help us provide efficient support, customers should:

• Provide accurate and complete information regarding their inquiry
  
  

• Include relevant screenshots, videos, or order numbers when applicable
  
  

• Respond promptly to follow-up requests from support staff
  
  

• Avoid submitting duplicate requests for the same issue
  
  

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5. Support Limitations

• Qonee cannot guarantee resolution for inquiries outside the scope of our services or platform
  
  

• We are not responsible for third-party services (e.g., logistics delays, payment gateway issues) beyond our control
  
  

• Support is intended for authorized users only; we may deny assistance to unauthorized access attempts
  
  

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6. Updates to the Support Policy

Qonee may update this policy as needed. Changes will take effect once posted on the platform. Continued use of Qonee services constitutes acceptance of updated support procedures.