At myroast™, we believe in a level playing field for all sellers and customers, and we are committed to fostering transparency and consistency in every aspect of our marketplace. We've created policies to reflect those values and set clear standards and expectations for users.
This policy is incorporated into the Terms of Service by reference. To find out more out the Terms of Service, click the button below to learn more.
This online marketplace (“Marketplace”) is operated by myroast™ (“MyRoast”). Throughout the site, the terms “marketplace”, “we”, “us” and “our” refers to MyRoast. MyRoast allows third-parties (“Sellers”) to create accounts, offer, sell and ship their products to customers (“Customers”).
The terms of service (“Terms of Service”) govern the use of the Marketplace and apply to all users of the Marketplace including without limitation, Sellers, Customers, merchants, browsers and / or contributors of content (Collectively, the “User(s)”). Throughout the site, the terms “you” and “your” refers to the User(s).
MyRoast is committed to providing a high level of service to our Customers and Sellers. We understand that there may be occasions when Customers or Sellers may wish to make a complaint about our service, products or any other aspect of the Marketplace. MyRoast takes all complaints seriously and are committed to resolving them in a timely and efficient manner in accordance with the complaints policy (“Complaints Policy”).
If you have a complaint regarding a product or service purchased on the Marketplace through a Seller, please contact the Seller directly through their Store.
Should the complaint remain unresolved, MyRoast will intervene, at which point we request you make the compliant through our customer support team via email or through the contact form on our website. You will need to provide your name, contact details, and a description of your complaint. We will acknowledge your complaint within 5 business days and will provide you with a reference number for your complaint.
Once we have received your complaint, we will investigate the issue and provide you with a response within 10 business days.
In some cases, we may require more time to investigate your complaint. If this is the case, we will let you know the expected timeframe for our response.
We will handle all complaints in confidence and will ensure that they are resolved in a fair and impartial manner. If we find that we have made an error or have not provided a high level of service, we will take appropriate action to rectify the issue and will provide you with an explanation of what we have done to address your complaint.
If you are not satisfied with our response, you may escalate your complaint to a supervisor or manager within our organization. If your complaint remains unresolved, you may have the option to refer the matter to an external dispute resolution scheme or regulatory body.
We welcome all feedback and suggestions from our Customers and Sellers. If you have any feedback or suggestions on how we can improve our service, please contact us via email or through the contact form on our website.
We will review all feedback and suggestions and will take appropriate action to address any issues or concerns raised. We appreciate your feedback and are committed to continuous improvement.
We will review this Complaints Policy on a regular basis to ensure that it remains up-to-date and relevant. We may update this policy from time to time and will communicate any changes to our Customers and Sellers.
If you have any questions about our complaints policy or require further clarification, please contact us by email at [email protected].
