VICFARMS

Making Farming Easy

Help & Support

Help and Support — VicFarms Platform

Company

VicFarms SARL

Application

VicFarms — Mobile & Web

Effective date

January 1, 2025

Jurisdiction

Cameroon — OHADA Law / CEMAC Zone

⚠ IMPORTANT

This document is a legally binding contract between VicFarms and its users.

By using the platform, you agree to the terms presented in this document.

Please read it carefully before use.

Article 1 —Contact methods

Channel

Address / Access

Availability

Response time

General email

support@victorytractor.cm

24/7 (response during business hours)

< 24 hours

Urgent email

urgent@victorytractor.cm

24/7 (priority response)

< 4 hours

WhatsApp

+237 6XX XXX XXX

Mon–Sat: 7:00am–8:00pm WAT

< 2 hours

In-app chat

Home > Support > Chat

Mon–Sat: 8:00am–6:00pm WAT

< 30 minutes

Phone

+237 2XX XXX XXX

Mon–Fri: 8:00am–5:00pm WAT

Immediate

Online FAQ

app > Help > FAQ

24/7

Immediate access

Web form

vicfarms.cm/help-support

24/7

< 48 hours

Article 2 —Response times and priority levels

Level

Type of incident

Target time

Recommended channel

P1 — Review

Payment debited without service rendered, account hacked

< 2 hours

WhatsApp + urgent@

P2 — High

Unable to connect, bug blocking reservation

< 4 hours

Urgent in-app chat or email

P3 — Medium

Geolocation problem, notification not received

< 24 hours

Email or WhatsApp

P4 — Low

General question, suggestion for improvement

< 48 hours

General email or form

How to formulate an effective request?

Please provide the phone number associated with your VicFarms account.

Describe the problem precisely (steps to reproduce it)

Please attach screenshots if possible.

Please specify your device type and application version.

Article 3 —Frequently Asked Questions (FAQ)

❓ How do I reserve a tractor?

Open the app > Home > Search for a service > Select the type of work > Choose the date > Confirm the booking. The Vendor receives a notification and has 2 hours to accept.

❓ How do I pay for a service?

Payments are made exclusively via Mobile Money (MTN MoMo or Orange Money) and bank card directly within the application. The amount is debited only after the Vendor accepts the booking.

❓ What to do if a Vendor doesn't arrive?

Contact us via in-app chat or WhatsApp within 30 minutes of the scheduled time. An alternative solution will be offered within 2 hours. A full refund will be issued if the service is not provided.

❓ How do I validate my Vendor profile?

Submit the required documents (ID card/passport, photos of equipment, compliance documents) via Profile > Documents. Validation takes 24 to 72 business hours.

❓ When will I receive my payments?

Payments are released to your Mobile Money within 24 hours of confirmation of successful completion of the service by the Farmer, less the VicFarms commission (10%).

❓ How do I cancel an accepted reservation?

Go to My Bookings > Select the booking > Cancel. Cancellations made less than 12 hours before the appointment will incur a penalty. See the Cancellation Policy (Document 04/05).

Article 4 —Technical support

Issue

Suggested solution

The application does not launch

Check the version (minimum Android 8 / iOS 13) > Restart the device > Reinstall

OTP code not received

Check mobile network > Wait 60 seconds > Click on 'Resend code'

GPS not working

Enable location services in Settings > Allow VicFarms to access location

Mobile Money payment failed

Check balance > Check PIN > Contact MTN/Orange directly

Notifications not received

Settings > Applications > VicFarms > Notifications > Enable

Profile picture not uploaded

Accepted format: JPG/PNG, maximum size 5 MB. Wi-Fi connection recommended.