Support Policy

This Support Policy explains how to get help with Vacto and what to expect when you do.

1. How to get support

Sellers can open a support ticket from the seller dashboard, or email vactoshops@gmail.com. Tickets are the best way to track an issue, because they keep the full history and any attachments in one place.

2. Response expectations

We aim to respond as quickly as we reasonably can, prioritising urgent issues (such as a store being down or a billing problem) over general questions.

Unless a specific written service-level agreement (SLA) has been agreed with you, response and resolution times are targets, not guarantees.

3. Information we need

• A clear description of the problem and what you expected to happen.
• The store, page, or invoice involved (a link helps).
• Steps to reproduce the issue, and screenshots where useful.
• For billing issues, the invoice number and payment reference.

4. Billing and payment support

For subscription billing, we can help with invoices, payment confirmation, and plan questions. Submitted payments are reviewed before being confirmed. For customer order payments, the seller handles the payment and any refund — Vacto supports the tooling, not the funds.

5. Respectful use of support

Please treat support staff with respect. Abusive, threatening, or harassing behaviour, or attempts to misuse support to violate our policies, may result in limited support or account action under our Acceptable Use Policy.

6. Contact

Email vactoshops@gmail.com or open a ticket from your dashboard.