STATUS: Support Desk Closed Weekends. You can still post but ticket will not be answered until office hours.
UK Support Desk Time: Saturday 22 Jul 2017 07:33 am
Support Opening Hours
Our Support hours are Monday - Friday between the hours of 09:00 - 17.00 United Kingdom TIME.
Please remember this when expecting a response from us and wait for us to get back to you.
We ask you to be patient if it is the weekend and not to post tickets threatening us with demands to answer within an hour or else!
We are totally dedicated to helping you and will respond within 24 hours in office hours. Help us to help you!
We will ONLY respond to you via the Support Desk and NOT via any direct email replies.
You can check the status of your ticket here by clicking on 'Check Ticket Status' on the top right hand side of this page or click here.
BEFORE YOU SEND A SUPPORT TICKET!
Many of the questions asked on our Support Desk have been asked before so we have created a FAQ section with the most common answers to questions and adding to this FAQ Section all the time.
Please help our Team by checking with the FAQ Section FIRST for an answer and then raising a ticket for our Team to answer.
Chances are, it is in the FAQ Section!
See All Our FAQ's Now
Refund policy: please read before posting tickets
If you are posting a ticket for a refund, please allow 48 hours for us to check and process and refund!
Our policy is that you must come to us FIRST; going to PayPal without asking on the Support Desk for a refund, is a violation of our Refund Policy, and prevents us being able to refund from JV Zoo as money cannot be sent from Jv Zoo back to you when there is an open claim or dispute against us on PayPal.
We operate a 30 day refund policy from the time of purchase and providing your refund claim is posted in the way we state in these terms, we are happy to refund any purchase, no questions asked.
Members are ignoring this and without warning, going straight to PayPal and opening a dispute against us, and unknown to us that they are seeking a refund.
Please DO NOT DO THIS! Come to us FIRST in all circumstances.
Failure to do this will result in a delay in refunding, excessive labour to resolve a simple refund issue and result in your account and access being suspended.
Please Follow This Refund Policy To Help Us Help You and for you to get your money back!
PLEASE NOTE: This does not include the Licence, Franchise, Franchise Gold & Franchise Platinum levels as they are non-refundable.
Our Support Policy
** Post one ticket at a time and wait for an answer and closure of the ticket before posting again.
We do our best to answer support tickets within 24 hours but if you keep posting more tickets it makes it harder for us to respond to all users fairly. Doing so will inevitably delay an answer from us to your question or issue.
IMPORTANT: We will not tolerate abuse, swearing or threatening action on the Support Desk. If that happens, access will be banned and your Member Account on the Inner Circle will be removed immediately without secondary warning.
Thanks guys for observing these courtesy rules. We are here to help. Help us so we can help you!
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Be sure to browse our Frequently Asked Questions (FAQs), to find an answer to some of the most commonly asked questions.