Support Policy Page
At Mismo, we value your time and business. This Support Policy explains how our team provides help to users across the platform—whether you’re a buyer, seller, or service provider.
1. Support Channels
You can contact Mismo support through the following methods:
• Email: support@mismo.ae
• In-App Help Center: Available under “Support” or “Help”
• Live Chat: Coming soon in the app and website
2. Support Hours
Our team is available during the following hours:
• Sunday to Thursday: 9:00 AM – 6:00 PM (Gulf Standard Time)
• Friday & Saturday: Email support only (responses may take longer)
3. Response Time Goals
We aim to respond based on priority:
• General Queries: Within 24 hours
• Technical Issues: Within 12–24 hours
• Urgent Matters (e.g., delivery, payment failures): Within 1–4 hours during business hours
4. What We Support
• Account access and login issues
• Orders, deliveries, and cancellations
• Seller/shop registration and management
• Service provider support
• Payment problems, refunds, and disputes
• App or platform bugs and performance issues
5. What We Don’t Support
• Issues with third-party platforms or services outside Mismo
• Technical assistance with personal devices or unrelated software
• Direct phone support (unless specified in enterprise accounts)
6. Escalation
If your issue remains unresolved, you can escalate it to a supervisor. Escalated cases are reviewed within 1 working day.
7. Your Role in Support
Please include the following when submitting a request:
• A brief and clear explanation of the problem
• Any related screenshots or error messages
• Your email or user ID
Mismo is a Dubai-based eCommerce platform with its own fleet of delivery riders. Focused on the Deira area, we bring products from local shops, restaurants, grocery stores, and gift vendors directly to your doorstep—fast, reliable, and all in one app.
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