Support Policy

Introduction

Umva Lab is dedicated to providing exceptional support to ensure a seamless experience with our social media marketing services. This Support Policy explains how we assist users, available channels, and what to expect when reaching out.

Contacting Support

We offer multiple ways to get help:

• Email: Reach us at [email protected] for detailed inquiries.
• Live Chat: Access real-time assistance through our platform’s chat feature, available 24/7.
• Help Center: Browse FAQs and guides on our website for quick solutions.

Please provide your account email or order ID for faster service.

Support Availability

Our support team is available 24 hours a day, 7 days a week to address your needs. We aim to respond to emails within 24 hours and resolve live chat queries in minutes, though complex issues may take longer.

Scope of Support

We provide assistance for:

• Order issues, such as delayed delivery or incorrect services.
• Account management, including registration, login, or dashboard navigation.
• Payment inquiries, like transaction errors or refund requests.
• Technical guidance on using our platform or API for resellers.

Support is limited to Umva Lab’s services and does not cover third-party platform issues (e.g., Instagram bans).

Order and Delivery Support

If an order fails to deliver as promised, contact us within 7 days with your order details. We’ll investigate and, if eligible, provide refills or credits per our Terms and Conditions.

Refund Requests

Support handles refund requests for undelivered services, subject to our refund policy. Please submit requests via email with relevant evidence, and we’ll process them within 48 hours where applicable.

User Responsibilities

To ensure efficient support:

• Provide accurate details, such as the correct social media URL or order number.
• Communicate respectfully and avoid submitting duplicate requests.
• Check our Help Center for common issues before contacting support.

We reserve the right to limit support for abusive or non-compliant users.

Limitations

While we strive to resolve all inquiries, we cannot:

• Guarantee outcomes on third-party platforms due to their independent policies.
• Assist with services ordered from unauthorized resellers.
• Provide support for issues arising from user violations of our Terms and Conditions.

Changes to This Policy

We may update this Support Policy to improve our services or reflect operational changes. The latest version, effective as of April 13, 2025, will be available on our website.

Contact Us

For any support-related questions, reach out to [email protected] or use our live chat. We’re here to help you maximize your social media growth.