Contact & Support
AqNova is committed to providing accessible, responsive, and helpful support to all platform users - buyers, vendors, rights holders, and regulatory authorities.
A. Departmental Contact Directory
To help us direct your inquiry to the correct team and resolve it as quickly as possible, please choose the appropriate email address below:
- General Information info@aqnova.co
- Customer Service customerservice@aqnova.co
- Platform Support support@aqnova.co
- Vendor Relations vendors@aqnova.co
- Founding Vendor Program vendors@aqnova.co
- Partnerships partnerships@aqnova.co
- Formal Legal Notices (Process) legal@aqnova.com
- General Legal Inquiries legal@aqnova.co
- IP Infringement / DMCA ip@aqnova.co
- Urgent Product Safety safety@aqnova.co
- Data Protection Officer dpo@aqnova.co
- Privacy / GDPR Inquiries privacy@aqnova.co
- India Grievance Officer grievance-india@aqnova.co
- Tax & Duties tax@aqnova.co
- Investor Relations investors@aqnova.co
- Press & Media press@aqnova.co
- Careers careers@aqnova.co
B. Registered Mailing Address
For formal written correspondence or legal service of process, please use our primary corporate address in California:
2571 Saturn Avenue, Unit #265
Huntington Park, CA 90255
United States of America
C. Service Level & Response Commitments
AqNova targets the following response times across all contact channels. These commitments apply to Business Days (Monday-Friday, excluding public holidays in California, USA):
| Inquiry / Report Type | Response Time Commitment |
|---|---|
| General Customer Support (orders, products, accounts) | First response within 2 Business Days. Resolution within 5 Business Days. |
| Vendor Relations & Onboarding | First response within 2 Business Days. |
| Legal & Compliance Inquiries (non-urgent) | First response within 5 Business Days. Formal legal notices acknowledged within 2 Business Days. |
| Product Safety Reports (urgent - physical harm risk) | Human specialist acknowledgment within 2 hours. Initial investigation and listing action within 24 hours. |
| Food Safety / Allergen Emergencies | Emergency response protocol triggered within 2 hours. |
| CSAM / Child Safety Reports | Immediate - content removed within 2 hours; reported to NCMEC/IWF within 2 hours. |
| GDPR / UK GDPR Data Subject Requests (SARs, erasure) | Acknowledged within 72 hours; fulfilled within 30 days. |
| CCPA Consumer Rights Requests (California Buyers) | Acknowledged within 10 Business Days; fulfilled within 45 calendar days. |
| India Grievance Officer (IT Rules 2021) | Acknowledged within 24 hours; resolved within 15 days. |
| LGPD Data Subject Requests (Brazil) | Fulfilled within 15 days of receipt. |
| IP / DMCA Infringement Notices | Acknowledged within 2 Business Days; decision within 5-10 Business Days. |
| EU DSA Content Moderation Complaints | Acknowledged within 2 Business Days; decision within 5 Business Days. |
D. Language Accessibility
AqNova's platform is available in multiple languages to serve our global user base. Customer support is provided in English as the primary support language.
AqNova is actively expanding multilingual support to include French, Spanish, Portuguese, Yoruba, Igbo, Swahili, Arabic, Hindi, and Mandarin Chinese as the platform scales. Where support in a specific language is not immediately available, AqNova uses professional translation assistance to ensure all users receive comprehensible support.
E. Digital Accessibility & WCAG Compliance
AqNova is committed to digital accessibility for users with disabilities. AqNova's platform is designed to comply with the Web Content Accessibility Guidelines (WCAG 2.1, Level AA) as the global accessibility baseline.
Our digital infrastructure is built in alignment with major global accessibility frameworks, including:
- United States: Section 508 of the Rehabilitation Act; Americans with Disabilities Act (ADA) Title III for digital accessibility.
- European Union: EU Web Accessibility Directive (2016/2102/EU); European Accessibility Act (EAA, Directive 2019/882/EU) - applicable to e-commerce platforms from June 28, 2025.
- United Kingdom: Equality Act 2010.
- Canada: Accessible Canada Act (ACA); provincial accessibility legislation (AODA in Ontario).
- India: Persons with Disabilities Act; GIGW accessibility standards.
- Australia: Disability Discrimination Act 1992.
Encountering Accessibility Barriers?
If you experience any accessibility barriers on the AqNova Platform - including issues with screen reader compatibility, keyboard navigation, color contrast, or caption availability on video content - please contact our dedicated accessibility team at accessibility@aqnova.co.
AqNova targets a first response to accessibility feedback within 5 Business Days and is committed to resolving accessibility barriers on a priority basis.