1. Introduction

1.1. Altifl.com (the “Platform” or “Altifl”) aims to provide an organized e-commerce environment that enables customers and sellers to communicate and manage inquiries, orders, and issues related to products and transactions through clear channels appropriate to the nature of each case.

1.2. The Platform is operated by MUBDIE LLC, a company incorporated and registered in the State of Wyoming, United States of America (the “Company”).

1.3. Altifl operates as a multi-vendor online marketplace. Accordingly, customer care is not limited to communication with the Platform’s administration, but also includes direct communication channels between customers and sellers, as well as support channels between sellers and the Platform.

1.4. This page explains the communication and support channels available on Altifl, the appropriate party to contact in each case, and how to use these channels in a manner that helps address requests, inquiries, and issues more efficiently.

1.5. This page does not replace the Terms and Conditions, Seller Agreement, Complaints and Dispute Resolution Policy, or any other policy published on the Platform. Rather, it provides a practical explanation of the customer care and communication channels available to users and sellers.

2. Customer and Seller Care Framework

2.1. Altifl provides multiple levels of communication and support, so that each matter can be directed to the channel most closely associated with it, rather than requiring all inquiries to be handled through a single channel.

2.2. Depending on the features enabled from time to time, the customer and seller care and communication framework on the Platform includes communication with the seller at the product level, store-level support and tickets, communication with the Platform’s administration at the Altifl level, seller support, and notifications and alerts directed to sellers.

2.3. The channels and features available may vary depending on the account type, order, product, stage reached by the transaction, and the technical features enabled on the Platform.

2.4. The availability of more than one communication channel does not mean that all channels serve the same purpose. Some channels may be intended for inquiries, while others may be intended for tickets, complaints, notifications, or operational support.

3. Communication with the Seller at the Product Level

3.1. Altifl displays on product pages information relating to the seller offering the product, including the store name and a link to access the store page, where such information is available in accordance with the Platform’s design and account settings.

3.2. Displaying the store name and link enables the customer to identify the commercial party offering the product and access the store page to review its available products and information.

3.3. The product page or store interface may include a means of communicating with the seller, such as a “Contact Us to Contact the Seller Directly” option or a store-specific support function, depending on the features enabled on the Platform.

3.4. These channels are not intended to disclose the customer’s or seller’s personal email address or non-public contact information, but rather to enable communication through the means provided by the Platform.

3.5. Where an inquiry concerns product characteristics, use, availability, commercial details, or any matter that the seller can answer directly, the customer is encouraged to use the seller communication channel before escalating the matter to the Platform’s administration, unless the nature of the issue requires Platform intervention.

4. Store-Level Support

4.1. Through its dedicated store support system, Altifl provides an organized means for customers to create support requests or tickets related to the seller or the products offered by the seller.

4.2. Depending on the nature of the system and transaction, a support ticket may include information that helps the seller identify the order, product, or issue that is the subject of the communication.

4.3. The seller can review and respond to customer tickets through the seller-specific account interface, allowing communication to be managed in a more organized manner than through informal message exchanges.

4.4. The customer may receive notifications relating to updates to the ticket status or the seller’s response, in accordance with the notification settings and services enabled on the Platform.

4.5. Altifl’s administration may, within the scope of its authority and role, access, review, or intervene in support tickets where there is a reason relating to user protection, compliance, a dispute, misuse, or the need for administrative intervention.

5. When Should a Customer Contact the Seller?

5.1. Communication with the seller is generally the primary channel for inquiries concerning the product, its specifications, availability, options, commercial information, or any details that the seller can provide directly.

5.2. The customer may also contact the seller regarding orders that the seller is responsible for preparing, shipping, or fulfilling, depending on the nature of the transaction and the policies applicable to it.

5.3. Contacting the seller does not prevent the customer from contacting Altifl in cases requiring Platform intervention or where the matter cannot be resolved through the seller.

5.4. Communications relating to orders or products should be conducted through the available Altifl channels whenever such channels are provided, in order to help maintain a clear record of communications associated with the transaction.

6. Customer Care at the Platform Level

6.1. Altifl provides channels for direct communication with the Platform’s administration regarding matters concerning the Platform’s own services or matters requiring intervention by the online marketplace administration.

6.2. Depending on the circumstances, such matters may include account issues, general order-related issues, payment, wallet, shipping, refunds, complaints, reporting misuse, and matters that cannot be appropriately resolved with the seller.

6.3. Referring a customer to the Platform’s administration does not automatically mean that the Company becomes the seller of the product or a direct party to every sales relationship between a customer and a seller. Rather, these channels are intended to provide support and oversight within the role performed by Altifl as an online marketplace.

6.4. The Platform may request information, documents, an order number, a transaction number, or other reasonable information needed to understand and verify the issue before taking any action.

6.5. Matters relating to complaints and disputes are handled in accordance with the Complaints and Dispute Resolution Policy, while matters relating to payment, the wallet, refunds, cancellations, or shipping are subject to their respective policies.

7. Seller Support and Communication with the Platform Administration

7.1. Altifl provides sellers with a dedicated channel for communicating with the Platform’s administration regarding operational, technical, and administrative matters relating to their accounts, stores, and use of the Platform’s services.

7.2. Depending on the system and enabled features, a seller may create a support ticket through the seller dashboard and submit the issue or inquiry to the Platform’s administration.

7.3. A ticket number or ticket record may be assigned when a ticket is created where the support system in use provides such functionality, allowing the seller to track the status of the request and related responses.

7.4. A seller may use the Platform support channel for matters such as store settings, products, orders, operations, policies, technical requirements, or any other matter related to the use of Altifl services.

7.5. Seller support tickets do not replace the contractual or regulatory obligations set out in the Seller Agreement. Rather, they provide a practical means of communication regarding the implementation of those obligations or the management of the operational relationship with the Platform.

8. Notices and Alerts Directed to Sellers

8.1. Altifl may use its seller announcement and notification system to inform sellers of information and updates relating to the use of the Platform, operational requirements, policies, campaigns, or important changes.

8.2. Notifications may be directed to a specific seller based on the seller’s status or account, to a group of sellers, or to all sellers on the Platform, depending on the nature of the announcement or alert.

8.3. Announcements and alerts may appear within the seller dashboard and may be delivered by email or other means where such functions are enabled and configured.

8.4. General announcements directed to sellers do not replace individual communication where a matter requires specific handling relating to a particular account, order, or violation. The Platform may use the communication channel appropriate to the nature of the case.

8.5. Sellers are responsible for monitoring notifications and information displayed in their accounts and reviewing updates relevant to their use of the Platform, subject to any notification requirements imposed by applicable law or agreements.

9. Reporting Abuse

9.1. Altifl provides means for reporting content, products, stores, or conduct that may constitute misuse of the Platform or a violation of its rules, policies, or applicable law.

9.2. A “Report Abuse” option or equivalent reporting function may appear on certain product pages or designated reporting interfaces, depending on the Platform’s settings.

9.3. Abuse reporting may be used in cases involving, depending on the nature of the incident, misleading information, unlawful content, prohibited products, clear violations of the rules, or conduct that may harm users or the Platform.

9.4. Submitting a report does not establish that a violation has occurred or that any particular action will be taken. The Platform reviews the report and related information according to the nature of the case, applicable policies, and applicable law.

9.5. Reporting tools must not be used for harassment, submitting false reports, or intentionally attempting to harm a seller, user, or product without a legitimate basis.

10. Choosing the Appropriate Communication Channel

10.1. For inquiries about a product, its details, availability, or information provided by the seller, customers are encouraged to contact the seller through the product page, store page, or associated support channel.

10.2. For issues relating to an existing order or after-sales service that falls within the seller’s responsibility, the store support system or ticket associated with the order should be used where available.

10.3. For matters relating to Altifl’s own services, the account, payment, wallet, general issues, or cases requiring intervention by the Platform’s administration, users may contact Altifl directly.

10.4. For sellers requiring assistance relating to their account, store, or operation on the Platform, the dedicated seller support channel within the dashboard is the appropriate channel where available.

10.5. In cases involving abuse, violations, or products that may pose a risk or violate Platform rules, the available reporting mechanism may be used, or the Platform’s administration may be contacted.

11. Communication Relating to Orders and Transactions

11.1. Where communication concerns a specific order or transaction, the order number, transaction number, or information that helps accurately identify the matter should be included.

11.2. The Platform or seller may rely on the order record, tickets, communications, and information associated with the transaction when reviewing an issue, dispute, refund request, or complaint.

11.3. Users should avoid creating multiple duplicate support requests for the same issue unless necessary, as this may result in duplicate processing or delay the identification and handling of the correct case.

11.4. If the issue relates to payment, refunds, or the wallet, processing may require a review of financial information or the transaction record in accordance with the Payment Policy, Wallet Policy, and Refund and Returns Policy, as applicable.

12. Protection of Communication Information

12.1. Altifl encourages users and sellers to use the official communication channels provided within the Platform rather than publicly posting or exchanging sensitive contact information.

12.2. Users and sellers should not send passwords, confidential verification codes, full card details, security codes, or other sensitive financial information through support messages or public communication channels.

12.3. The Platform may need to request certain information to verify an account, order, or transaction. Such information should only be provided through the official channels designated for that purpose.

12.4. Personal information submitted through communication channels is processed in accordance with the Privacy Policy and applicable laws.

13. Altifl’s Role in Communication Between Customers and Sellers

13.1. Altifl provides the technical and organizational tools that facilitate communication between customers and sellers, including store information, support channels, tickets, notifications, and other means that may be available on the Platform.

13.2. The provision of a communication channel does not mean that Altifl guarantees a particular outcome of the communication or that all claims or complaints will be accepted.

13.3. The seller remains responsible for the products, information, and obligations applicable to the seller under the Seller Agreement, applicable policies, and applicable law. Altifl’s provision of support tools does not automatically transfer such responsibility to the Company.

13.4. The Platform may intervene or take appropriate action where a matter relates to user safety, compliance, misuse, disputes, or violations of Platform policies or applicable law, depending on the nature of the case and the Platform’s authority.

14. Relationship with Complaints and Dispute Resolution

14.1. Customer and seller care channels are intended to facilitate communication and the initial handling of issues and do not replace the complaint and dispute resolution procedures set out in the Complaints and Dispute Resolution Policy.

14.2. If an issue cannot be resolved through communication with the seller or the appropriate support channel, the user may escalate the matter to Altifl through the available channels.

14.3. The use of internal support channels does not deprive a user or seller of any right or remedy that may not lawfully be restricted or waived.

14.4. Matters relating to cancellation, returns, refunds, shipping, payment, or the wallet are subject to their respective policies in addition to any related support or complaint procedures.

15. Contact Form for Altifl

15.1. Customers, sellers, and visitors may contact Altifl through the official contact form below regarding matters within the scope of the Platform’s services or matters requiring assistance from Altifl’s administration.

15.2. The sender is encouraged to clearly describe the subject of the request and provide the order number, transaction number, store name, or product link where the message relates to a specific issue.

15.3. Passwords, verification codes, full card details, or any sensitive financial information should not be included in the message.

15.4. Messages submitted through this form are sent to the official support address [[email protected]](mailto:[email protected]) and the information contained in them is processed in accordance with the Privacy Policy.

16. Official Communication Channels

16.1. The official customer and seller care email address is [email protected], which is used to receive support requests, inquiries, and complaints requiring communication with the Platform’s administration.

16.2. Support channels associated with products and stores can be accessed through the designated interfaces on Altifl, depending on the features enabled.

16.3. Sellers may use the dedicated support channels within their seller accounts to communicate with the Platform’s administration and follow up on support requests relating to their stores.

16.4. Users should not rely on any entity, account, or email address that is not published through the Platform’s official channels as representing Altifl unless its official relationship with the Platform has been verified.

17. Response Times and Request Handling

17.1. Altifl and sellers seek to handle support requests and inquiries within a reasonable manner based on the nature and priority of the request and the party responsible for it.

17.2. Response and processing times may vary depending on the type of issue, the amount of information required, the need for verification by the Platform or seller, the nature of the transaction, and operational or technical circumstances.

17.3. This page does not constitute a promise of a specific response or resolution time unless a specific service level has been expressly announced or committed to under a separate agreement or program.

17.4. Some cases may require additional time to verify information, review documents, or coordinate with the seller, payment service provider, shipping company, or another relevant party.

18. Relationship with Other Policies

18.1. This page should be read together with the documents and policies published on Altifl, particularly the Terms and Conditions, Seller Agreement, Privacy Policy, Payment Policy, Wallet Policy, Cancellation Policy, Refund and Returns Policy, Shipping and Delivery Policy, Product and Marketplace Compliance Policy, and Complaints and Dispute Resolution Policy.

18.2. Each policy governs the subject matter addressed therein, and the detailed provisions contained in that policy remain the applicable reference when handling matters relating to that subject.

18.3. This page does not constitute an amendment or replacement of any other policy or agreement. Rather, it explains the communication and support channels used to provide services and address matters associated with them.

19. Updates

19.1. The Company may update this page from time to time to reflect the development of the Platform’s services, the addition of new support channels, or changes to the technical methods used to communicate with customers and sellers.

19.2. The updated version becomes effective from the date it is published on this page, unless a different date is expressly stated.

19.3. Some communication or support functions may differ from the description provided on this page if the technical systems or features used on the Platform are changed or updated.