At Zaponda Sports, we are committed to providing high-quality services to all our users. We value your feedback and take complaints seriously. This Complaints Policy outlines how you can raise a complaint and the process we follow to resolve it.

Process of Making a Complaint on Zaponda

If you have a complaint about our services, here is an outline of the steps to follow to get help real quick:

1. Contact Us:

You can choose to contact us via the Zaponda Chat link or drop us an  email at complaints@zaponda.com. Please include your account details, a description of the issue, and any relevant documentation.

2. Acknowledgment:

We will acknowledge receipt of your complaint within 24 hours. You will receive a reference number for your complaint, which you can use in any future correspondence.

How we Handle Complaints

At Zaponda, complaints are given a three pronged management approach. Here is how it works:

i). Investigation:

Our team will thoroughly investigate your complaint. This may involve reviewing your account activity, contacting you for additional information, and consulting with relevant departments.

ii). Resolution:

We aim to resolve all complaints within 48 hours. If we need more time, we will keep you informed of our progress and provide an estimated resolution date.

iii). Outcome:

Once the investigation is complete, we will notify you of the outcome and any actions we have taken to address your complaint. If your complaint is upheld, we will take appropriate measures to rectify the issue.

iv). Escalation

In the event that you aren’t satisfied with the resolution of your complaint, you can escalate it by contacting our senior management team at escalations@zaponda.com. Please include your original complaint reference number and any additional information that may help us reassess your case.

Continuous Improvement

In the spirit of continuous improvement, we use customer feedback from complaints to improve our services and processes. Your input helps us identify areas for improvement and ensure a better experience for all our users.

Contact Us

If you have any other questions about our Complaints Policy, please contact our agents via the chat link of drop us an email on support@zaponda.com.