• Consumer Protection units as allowed by law
1. Introduction
This policy outlines how TownMart resolves disputes between customers, vendors, and logistics partners.
2. How to File a Complaint
Customers may report issues via:
• support@townmart.com.ng
• In‑app complaint form
• WhatsApp support line (where applicable)
3. Investigation Process
TownMart will:
• Acknowledge the complaint within 24 hours
• Investigate the issue with the vendor and logistics partner
• Provide a resolution within 3–5 business days
4. Possible Resolutions
• Refund
• Replacement
• Vendor warning or penalty
• Escalation to regulatory bodies (FCCPC, NDPC) where required
5. Escalation
Users may escalate unresolved complaints to:
• FCCPC
• Nigeria Data Protection Commission (NDPC)