Complaints & Resolution Policy
Effective and last updated July 29, 2026
How to raise a product, content, privacy, support, or billing complaint and when to expect a response.
Merchant identity and contact
Stepwise is not accepting payments until its verified legal business name, registration, tax number, Pakistan addresses, and support phone are published here and match the payment-provider application.
How to submit a complaint
Use the support form or email support@stepwise.page. For payment or refund matters use billing@stepwise.page. Include your account email, relevant order or question ID, what happened, when it happened, and the outcome you are seeking. Do not send passwords or card numbers.
Response and resolution times
We acknowledge complaints within two business days. We aim to resolve ordinary support and billing complaints within ten business days. If a complex investigation needs more time, we will explain why, provide an update, and target a final response within 30 calendar days.
Escalation
Reply to the ticket and request escalation if the first response does not resolve the issue. A person not responsible for the initial response will review it where practical. You may still contact Safepay, your payment institution, or an applicable consumer authority; please give us a reasonable opportunity to investigate first.