Where to contact Exsel
For account, quote, order, delivery, claim or privacy questions, write to https://shop.exsel.ai/contact-us/ with the relevant reference and preferred contact details. A dedicated support and privacy address should replace this general address when verified. Do not send card numbers or unnecessary identity documents by ordinary email.
Case handling
Exsel should acknowledge a complaint, identify the owner of the case and explain what records are needed. The final published service standard should reflect actual staffing and channels; this draft does not promise a response within a fixed number of days.
Escalation and correction
If the initial response does not resolve the issue, the buyer should be able to ask for a second review. Exsel should document the decision, any corrective action and any credit or refund. Product safety or personal-data concerns may also trigger separate legal reporting duties.
Formal disputes
Governing law, court or arbitration venue and formal notice rules should appear in the accepted order terms after jurisdiction-specific review. An informal support process should not remove a mandatory statutory complaint or court right.
Policy version and records
A complaint should be assessed against the version of the quote, order and policy applicable when the transaction occurred. Exsel should retain the exchange for an appropriate, documented period and let the buyer obtain a copy of relevant correspondence.