Support Policy
Effective Date: 27 September 2026
This Support Policy explains how Roctoo Portal FZE ("Roctoo", "we", "us") provides customer support to Clients, Brokers, and Companies using the roctoo.com platform (the "Platform"), including how to reach us, what to expect, and how issues are handled.
1. How to Reach Support
You can contact our support team through any of the following channels:
2. What Our Support Team Can Help With
- Account access issues, such as login problems or verifying your Broker/Company profile.
- Questions about how Listings, Demands, matching, Proposals, or Deals work on the Platform.
- Reporting an inaccurate, duplicate, or suspicious Listing, or a concern about another User's conduct.
- Issues with a submitted Transaction record, featured/premium placement, or subscription billing.
- General questions about our Terms and Conditions, Privacy Policy, or other published policies.
3. What Support Does Not Cover
- Legal, financial, tax, or investment advice regarding a specific property or transaction.
- Acting as an intermediary, escrow agent, or guarantor for a Transaction or Deal between Users.
- Resolving private contractual disputes between a Client, Broker, or Company outside the scope of Platform functionality.
4. Response Times
- We aim to acknowledge all support requests within 1 business day.
- Requests related to account security, suspected fraud, or a live payment issue are prioritized and typically addressed sooner.
- Complex issues (such as a disputed Listing under review or a verification request requiring documents) may take longer to fully resolve, and we will keep you informed of progress.
- Business days follow the standard working week in the United Arab Emirates, excluding public holidays.
5. Escalation
If you are not satisfied with the resolution provided by our support team, you may request that your case be escalated for further review. Please reference your original support request or ticket, if one was provided, so we can review the full history of your issue.
6. Information We May Ask For
To resolve your request efficiently, we may ask you to confirm your registered account details, the specific Listing, Demand, Proposal, Transaction, or Deal in question, and any supporting documents or screenshots relevant to the issue.
7. Support Language and Availability
Support is provided in English. We may introduce additional languages or extended availability windows over time, and any such changes will be reflected in updates to this Policy or communicated through the Platform.
8. Changes to This Policy
We may update this Support Policy from time to time as our support channels and processes evolve. Where changes are material, we will provide reasonable notice through the Platform or by email before the changes take effect.
9. Contact Us
For any support request, please reach out:
A real estate marketplace connecting Clients, Brokers, and Companies across the UAE — list, discover, and match properties in one place.
Roctoo is a technology platform that helps people discover properties and connect with the right Brokers and Companies — we're not a real estate broker, agent, or advisor ourselves, and we're never a party to any Listing, Demand, Match, Proposal, Transaction, or Deal made between Users. A "verified" badge simply means a Listing passed our Platform-level check at that point in time — it isn't a guarantee of ownership, pricing, availability, or legal status. Listings, permits, and any representations made on the Platform remain the sole responsibility of the Broker, Company, or property owner who submitted them, and compliance requirements can vary depending on the declared listing location.