Contact and Customer Support Policy

1. Purpose

EduLead Consultants Ltd aims to provide accessible and professional support to customers purchasing or using our products and services.

2. Contact channels

• General enquiries and technical support: support@eduleadconsultantsltd.co.ke
• Payments, disputes and refund escalations: disputes@eduleadconsultantsltd.co.ke
• Support portal: support.eduleadconsultantsltd.co.ke
• Telephone: +254 721 365 540
• Postal address: P.O. Box 10192-00400, Nairobi, Kenya

3. Information to include

To help us investigate, provide your name, account email, product or service, order or transaction reference where relevant, a clear description and any useful error message or screenshot after removing unnecessary personal or financial information. Never send passwords, mobile-money PINs, full payment-card details or card security codes.

4. Response times

We aim to acknowledge support requests within two business days and provide a resolution or progress update within five business days where reasonably possible. Complex technical issues, third-party payment investigations and cases requiring more information may take longer. We will endeavour to keep affected customers informed.

5. Payment disputes and urgent access problems

Payment enquiries should include the transaction reference and approximate date. If payment was deducted but access was not granted, we will investigate the payment status and delivery record. Contact us promptly if you suspect unauthorized account activity or a fraudulent transaction.

6. Complaints and escalation

If your issue remains unresolved, request escalation by emailing disputes@eduleadconsultantsltd.co.ke and including the previous support reference. We aim to review complaints fairly and communicate the outcome and next steps. This policy does not limit statutory rights or dispute-resolution options.

7. Service hours

Support hours will be stated on our support portal. Messages received outside published hours will generally be addressed during the next business period.