JUKWAA HELP CENTRE & CONTACT POLICY

1. Introduction

This Help Centre & Contact Policy explains how users, creators, partners, rights holders, parents, regulators, payment providers, and the public can contact Jukwaa for support, complaints, payments, refunds, payouts, privacy, safety, legal, and technical issues. Jukwaa is operated as a product of Creative Digital Lab Limited, a company registered in Kenya.

2. Important Correction to Business Details

The contact page should state Creative Digital Lab Limited, Product: Jukwaa, Nairobi, Kenya, Registered in Kenya. This avoids confusion between the registered company and the product/platform name.

3. What We Help With

Support may assist with account access, login, registration, wallet top-ups, failed payments, duplicate payments, refunds, subscriptions, content access, rentals/pay-per-view, creator onboarding, verification, payouts, uploads, moderation, copyright/takedown, piracy, prohibited content, child safety, privacy/data requests, technical issues, legal notices, and policy questions.

4. General Support Contact

5. Support Categories

Use clear subjects: General Support – [Your Account Email]; Payment / Refund Issue – [Transaction Reference]; Creator Payout Support – [Creator Name]; Privacy / Data Request – [Your Account Email]; Safety / Abuse Report – Urgent if Applicable; Takedown / Copyright Report – [Content Title or URL]; Legal Notice – [Subject].

6. Response Times

Jukwaa aims to respond to payment and safety issues within 24 hours where possible, child safety reports as urgent priority, general support within 2 business days, refund requests within 2 business days for initial response, creator payout issues within 2–5 business days depending on reconciliation, takedown requests according to urgency and evidence, and legal/regulatory notices according to urgency and law. Timelines are estimates.

7. Information to Include in Support Requests

Include full name, account email or phone, username, transaction reference if applicable, content URL/title if applicable, creator name if applicable, date and time, screenshots or evidence, payment method, problem description, and requested action. Incomplete requests may take longer.

8. Payment Support Requirements

For payment issues, include payment method, amount, currency, transaction date, M-PESA/card/Paystack/PawaPay/Tingg/bank/wallet reference, account email or phone, screenshot where available, whether wallet credit or content access was received, and content or service purchased.

9. Refund Support Requirements

For refunds, include transaction reference, content title, creator name, purchase date, amount paid, reason, whether content was accessed, screenshots/evidence, and preferred resolution. Refunds are handled under the Refund Policy.

10. Creator Payout Support Requirements

Creators should include creator name, account email, payout period, expected amount, payout method, payout reference if available, issue description, and screenshots or statements. Jukwaa may require identity, tax, bank, mobile money, or ownership verification.

11. Takedown and Copyright Reports

Takedown requests should include complainant name, contact details, proof of ownership or authority, URL/location, rights infringed, supporting documents, requested action, and good-faith confirmation. They are handled under the Takedown and Anti-Piracy Policies.

12. Child Safety Reports

Child safety reports should be marked:

URGENT CHILD SAFETY REPORT

Do not download, forward, or redistribute suspected child sexual abuse material. Report with content URL, username, description, and safe supporting information.

13. Escalation

If unresolved within the stated timeframe, reply to the existing support thread with ESCALATION – [Original Issue / Ticket Reference], including original request date, previous thread, reason for escalation, and requested resolution.

14. Business Details

15. Abuse of Support Channels

Users must not abuse support channels through threats, harassment, spam, false reports, repeated abusive messages, impersonation, fake legal threats, fraudulent payment claims, or malicious takedown requests. Jukwaa may restrict support access or suspend accounts.

16. Privacy of Support Communications

Jukwaa may collect and store support communications for customer support, dispute resolution, payment review, fraud prevention, legal compliance, service improvement, training and quality assurance, and safety/abuse investigations. Support data is handled under the Privacy Policy.

17. Changes to This Help Centre & Contact Policy

Jukwaa may update this Policy from time to time. Updated support channels, response times, or escalation procedures may be posted on the Platform.

18. Acceptance

By contacting Jukwaa support, submitting a report, requesting a refund, raising a dispute, or using the Platform, you confirm that you have read and understood this Help Centre & Contact Policy.