Effective Date: January 27, 2026 Website: mtgrb.com

1. Introduction

At MTGRB, we are dedicated to providing exceptional support to our community of buyers and sellers. This Support Policy outlines the scope of our services, our availability, and the channels through which you can contact us. Our goal is to resolve issues efficiently and ensure a smooth experience on our platform.

2. Support Channels

We offer support through the following official channels:

• Email Support: For detailed inquiries, order issues, or technical problems, please email us at support@mtgrb.com.

• Phone Support: For urgent inquiries, you may reach our customer service teams in Egypt or the UAE.

• Live Chat: Available on our website during business hours (if applicable).

3. Support Hours

Our support team is available to assist you during the following business hours:

• Days: Sunday – Thursday (excluding public holidays).

• Hours: 9:00 AM – 6:00 PM (Local Time).

  • Note: Responses may be delayed during weekends and public holidays.

4. Response Time (SLA)

We strive to respond to all inquiries as quickly as possible.

• General Inquiries: Within 24 business hours.

• Order & Shipping Issues: Within 24–48 business hours.

• Seller/Vendor Disputes: Within 48 business hours.

Please note that during peak seasons (e.g., Ramadan, Black Friday, Eid), response times may be slightly longer.

5. Scope of Support

What We Support:

• Account Issues: Registration, login problems, password resets, and verification.

• Buying: Order tracking, payment failures, and general product inquiries.

• Selling: Vendor dashboard assistance, listing products, and commission inquiries.

• Technical Issues: Reporting bugs, errors, or glitches on the mtgrb.com website.

• Disputes: Mediation between buyers and sellers regarding returns or undelivered items.

What We Do Not Support:

• Third-Party Products: We do not provide technical support for the actual usage of products sold by third-party vendors (e.g., how to use a specific electronic device), unless the product is sold directly by MTGRB.

• Off-Platform Transactions: We cannot assist with payments or agreements made outside the MTGRB platform.

• Development: We do not offer custom code modifications or web development advice for sellers' own external sites.

6. How to Request Support

To help us resolve your issue faster, please include the following information when contacting us:

1. Order ID: (e.g., #MTG-12345) if related to a purchase.

2. Account Email: The email address registered with MTGRB.

3. Description: A clear and detailed description of the issue.

4. Screenshots: Visual proof of errors or damaged items (if applicable).

7. Code of Conduct

Our support staff is here to help you. We have a zero-tolerance policy for abuse.

• We reserve the right to terminate communication or suspend accounts of users who use abusive, threatening, or obscene language toward our support team.

Contact Us

If you need assistance, please reach out to us using the details below:

• Email: support@mtgrb.com

• Phone (Egypt): +20 11 019 610 55

• Phone (UAE): +971 58 58 176 15

• Address (Egypt): Capital Business Park

• Address (UAE): Business Bay