Support Policy

In-app support is the fastest route: open Support from your account, driver app or hub portal and raise a ticket. It is automatically linked to the order or route so we can see what happened.

Email support@watadash.com if you cannot sign in. Tickets raised by email are answered from the same queue.

Support hours are 7:00 to 21:00 Jamaica time, seven days a week. Payment failures, safety issues and deliveries in progress are monitored outside those hours.

Urgent — a safety issue, a driver or customer at risk, or a delivery in progress that has gone wrong: 2 hours.

Payment and refund issues, including a charge you do not recognise: 4 hours.

Everything else — bottle balances, account changes, general questions, partner and driver onboarding: 1 business day.

These are first-response targets, not resolution times. Every ticket shows its target in the app, and tickets past target are flagged to a manager automatically.

Simple issues are usually closed on first reply. Refund decisions are made within 1 business day of us having the facts. Investigations that need route evidence, hub stock checks or driver statements take up to 5 business days, and we update you at least every 2 business days while they are open.

A ticket moves to 'awaiting your reply' when we need something from you, and closes automatically after 7 days without a response. You can reopen it at any time by replying.

If you are not satisfied with the answer, reply on the ticket and ask for it to be escalated. A support manager reviews the full record — order, payment, route events, PIN verification and photos — and gives a final written decision, normally within 5 business days.

Complaints about a driver or a supplier are investigated separately and may result in retraining, suspension or removal from the platform. We do not disclose the outcome of action taken against another person, only that the matter was handled.

Give us the order or route number, what you expected, what happened, and photos where relevant. Report delivery problems within 48 hours while the evidence is still available.

Our team will always be courteous. Abusive, threatening or discriminatory messages end the conversation and may lead to account suspension.

We aim for 99.5% monthly availability of the ordering, driver and hub applications, excluding planned maintenance which is announced in advance and scheduled outside peak delivery hours.

If the platform is unavailable and your paid order cannot be delivered as a result, it is refunded in full under our Refund and Cancellation Policy.