At Twigmart, we are committed to providing excellent support to ensure a smooth and satisfying experience for our Buyers and Vendors. This Support Policy outlines the types of support available, how to access it, and our commitments to resolving issues.

1. Support Channels

Twigmart offers support through the following channels:

• Email Support:
• Reach us via email at [Your Support Email Address].
• Response time: Typically, within 24 hours during business days.
• Phone Support:
• Call our support team at [Your Support Phone Number].
• Available from 9 AM - 6 PM (Monday to Saturday).

2. Support Availability

Twigmart support operates during the following hours:

• Business Days: Monday to Saturday
• Support Hours: 9 AM - 6 PM (India Standard Time)
• Holidays: Support may be limited or unavailable on Indian public holidays.

3. Scope of Support

Our support team is available to assist with the following issues:

• Account Assistance:
• Help with registration, login issues, password resets, and updating account information.
• Order Inquiries:
• Status of orders, shipment tracking, and delivery timelines.
• Product Inquiries:
• Clarifications about product specifications, availability, or issues related to product descriptions.
• Returns and Refunds:
• Guidance on how to initiate returns or request refunds within the scope of our Return Policy.
• Technical Support:
• Troubleshooting for issues with the Twigmart app or website, such as navigation, errors, or payment issues.
• Vendor Support:
• Assistance with managing product listings, inventory updates, and account management for Vendors.

4. Response and Resolution Time

Twigmart strives to address and resolve support issues within the following timeframes:

• Initial Response:
• Emails and inquiries through the support system will receive an initial response within 24 hours on business days.
• Resolution Time:
• Depending on the complexity of the issue, resolution times may vary. Simple issues may be resolved within 48-72 hours, while more complex matters (e.g., refunds, product disputes) may take up to 5-7 business days.

5. Escalation of Issues

If an issue requires additional investigation or cannot be resolved through initial support channels, it may be escalated to the appropriate department:

• Technical Issues: Escalated to the IT support team.
• Product Issues: Escalated to the Vendor or Product Support team.
• Refund or Payment Disputes: Escalated to the Billing and Accounts team.

Escalated issues will be handled with priority, and you will receive regular updates on the status of your case.

6. Service Level Agreements (SLAs)

Twigmart commits to the following SLAs:

• Critical Issues (e.g., system outages, payment failures): Initial response within 2 hours and resolution within 24 hours where possible.
• High-Priority Issues (e.g., order fulfillment issues, significant product problems): Initial response within 4 hours and resolution within 48 hours.
• Low-Priority Issues (e.g., general queries, minor account issues): Initial response within 24 hours and resolution within 72 hours.

7. User Responsibilities

To ensure timely and effective support, users are expected to:

• Provide accurate and detailed information when submitting support requests.
• Respond promptly to any follow-up questions or clarifications requested by the Twigmart support team.
• Follow any troubleshooting steps or instructions provided by the support team to help resolve the issue.

8. Support Limitations

The Twigmart support team does not handle the following:

• Directly resolving disputes between Buyers and Vendors (other than facilitating communication).
• In-depth technical support for third-party services or applications used in conjunction with Twigmart.
• Physical product support, such as installation, assembly, or repair services (unless specifically mentioned for a product).

9. Contact Information

For all support-related inquiries, please use the following contact details:

• Email: tbmenterprise1715@gmail.com
• Phone: 9387366430

By using Twigmart, you agree to adhere to the guidelines outlined in this Support Policy. Twigmart reserves the right to modify this policy at any time without prior notice.