Help centre

How to reach us, and how long it takes

Every support request gets a reference number the moment you send it — quote that number in any reply and we will find the conversation straight away. We answer every request within 48 hours. That number is published here, on the contact page and in the confirmation you receive, and it is the same number our own queue is measured against.

If an answer does not resolve it

A complaint runs a two-stage path. Stage one is the request itself, answered by the support team. Stage two is an escalation: you ask for it to be reviewed again, and the review is carried out by somebody other than the person who answered first. Ask for it in the same conversation — reopening the thread is enough.

What is not valid grounds for a dispute

Being clear about this up front is what makes the 48-hour promise affordable, so here it is in our own words. None of the following is a dispute we can uphold:

• The final price went higher than you planned to spend.
• You were outbid in the closing seconds. Every auction publishes its closing window and its extension rule before it opens.
• You did not read the auction’s terms, the lot’s costs, or the payment window. All three are on the page before you bid, in dirhams, without signing in.
• You changed your mind after winning. A bid is a binding offer and cannot be retracted.
• Your internet connection or device failed during the auction. The auction clock is the server’s and is recorded.

What is a dispute we will act on: a figure we published that turned out to be wrong, a deposit that was not released when it should have been, a lot whose description did not match the property, or anything you believe was recorded incorrectly. Open a request and quote the lot reference.