Making Things Right - How We Stand by You
Your satisfaction with the Naveem experience is our priority. As a marketplace, we are not a direct provider of services; however, we are firmly committed to ensuring your engagement with our platform exceeds expectations. In furtherance of this mission, if a transaction doesn’t go as you planned, we are dedicated to helping you make it right.
When you book through Naveem, you are never alone. Our dedicated support team is onboard to listen to, and address, your concerns without delay. We will work diligently to source a resolution equal to the trust you place in our processes.
Our Role
As a marketplace facilitator, Naveem:
- Connects users with independent practitioners through our platform
- Maintains open communication channels for dispute resolution
- Offers mediation support where necessary
- Supports documenting and tracking resolution efforts
When You Need Our Help
If you are not satisfied with a transaction:
- Start by communicating your concerns directly to your practitioner.
- If you cannot reach a satisfactory resolution, we offer a helping hand.
- Email our support team at support@naveem.com.
- We will guide you from that point forward.
Our Resolution Process
When you reach out to us, you can expect:
- Priority Response (Within 24 hours)
- Prompt acknowledgement of your concerns
- Assignment of a dedicated support specialist
- Commencement of our review process
- Swift Action (2-3 business days)
- Thorough review of your situation
- Communication with all parties involved
- Development of resolution options
- Active efforts toward resolving the issue promptly - making things right!
- Resolution (Up to 5 business days)
- Presentment of tailored solutions
- Implementation of agreed-upon remedies
- Follow-up to ensure your satisfaction with the outcome
Our Commitment to You
We will:
- Take your concerns seriously
- Act swiftly on your behalf
- Work towards a fair resolution
- Keep you informed throughout the process
- Do our best to make things right
What We May Do to Help
Depending on your situation, we may:
- Mediate between you and the practitioner
- Review and assess service delivery
- Undertake appropriate action to resolve existing issues
- Implement measures to prevent future similar situations
- Make discretionary decisions in your favor where warranted
Important Points to Understand
- Professional communication throughout the process is required
- Documentation of all interactions is integral to our ability to help you
- Each party must remain responsive through resolution
- Stated resolution timeframes may vary based on complexity and parties’ responsiveness throughout the process
Platform Protection Measures
To maintain platform integrity, we may:
- Temporarily suspend accounts during ongoing investigation
- Request additional verification and documentation
- Take measured action against policy violations
- Record resolution outcomes for future reference
Reaching Our Support Team
To assist you more effectively, please email us at support@naveem.com with the following details:
- Basic Information:
- Your full name (as registered with Naveem)
- Order/booking reference
- Expectation and Outcome:
- Specific services you expected to receive based on the practitioner's listing
- How the service rendered differed from what you anticipated
- Specific examples of unmet expectations
- Resolution Information:
- Log of initial attempts to resolve the issue directly with your practitioner
- Your desired outcome
- Supporting documentation (e.g. photos, messages)
Imperative
The details you provide us regarding your unmet expectations are essential to our ability to effectively address your concerns. Without the particulars of your circumstances, our ability to help you will be limited.
Our Discretion
Naveem maintains the sole and exclusive right to:
- Determine appropriate resolutions
- Make final decisions regarding remedies
- Take necessary actions to protect our community
- Modify this policy as needed
- Evaluate each situation individually
Commitment Updates
We may update this commitment as needed to better serve our community. Users will be notified of significant changes.
Last updated: December 20, 2024