Support & Complaints Policy
This policy explains how to reach SamaPrime support, what response times to expect, and how to escalate a complaint or dispute.
Last updated Aug 5, 2026
1. Support channels
You can reach SamaPrime support by email, and — where available — Telegram and WhatsApp. Contact details are published in the footer of every page and inside your account settings once available.
2. Response times
We aim to respond to every support request within 24 business hours. Complex issues, such as a disputed transaction, may take longer to fully resolve, but you'll receive an acknowledgment within this window.
3. Complaint escalation
If you're not satisfied with a support response, you can request escalation to a senior team member by replying to your existing ticket and asking for escalation. We track every escalated complaint until it's resolved.
4. Dispute resolution
Most disputes, such as a failed order or an unclear charge, are resolved directly with support. If a dispute can't be resolved this way, SamaPrime will work in good faith toward a fair outcome before any formal legal process — see our Terms of Service for the governing law and venue once finalized.
5. Refund policy
Wallet purchases such as SMS/OTP numbers are refunded automatically to your wallet balance when an order is cancelled, expires, or is reported as spam. Crypto top-ups are not reversible once confirmed on-chain, consistent with how blockchain transactions work generally.