Customer Support Policy

Effective Date: 1 Jan 2025

At [Your Fashion Marketplace Name], operated by MOBITEL DIGITAL OPC PRIVATE LIMITED, we are dedicated to providing excellent support to both our buyers and sellers. Our Customer Support Policy outlines how we assist our users in resolving issues and ensuring a smooth shopping experience.

1. Support Availability

Our customer support team is available:

  • Monday to Friday, 9:00 AM – 6:00 PM (IST)
  • Saturday (limited hours), 10:00 AM – 2:00 PM (IST)

We aim to respond to inquiries as quickly as possible, typically within 24–48 hours during working hours.

2. Support Channels

We offer multiple ways for you to reach our support team:

  • Email: digitalmobitel@gmail.com
  • Phone: 7287096530
  • Live Chat: Available on our website during business hours
  • Help Center: A self-service portal for FAQs, troubleshooting, and guide articles

3. Types of Support

We provide assistance with:

  • Product Issues: Defective, damaged, or incorrect items received
  • Order Status: Tracking, shipping delays, or missing orders
  • Returns & Refunds: Assistance with initiating returns, exchanges, and refunds
  • Account Issues: Login problems, account suspensions, or document verifications
  • Payments & Transactions: Payment failures, chargebacks, and payment inquiries
  • Technical Support: Platform navigation issues or other technical problems

4. Response Time

We strive to respond to all inquiries within 1 business day. If additional information is needed to resolve your issue, we will keep you updated on progress and provide an estimated resolution timeline.

5. Escalation Process

If you feel your issue has not been resolved adequately, you may request an escalation to a senior support agent. Our escalation process includes:

  • Initial review by a senior team member
  • Resolution within 2–3 additional business days (if applicable)

6. Feedback & Suggestions

We encourage our users to provide feedback on their support experience. Your feedback helps us improve our services. You can share your suggestions or concerns by:

7. Limitations of Support

While we provide comprehensive support, there are certain limitations:

  • We do not manage or resolve issues with third-party delivery services.
  • Support is not available for products outside the fashion category.
  • We do not offer troubleshooting for third-party platforms or systems outside our marketplace.

Company Information

Company Name: MOBITEL DIGITAL OPC PRIVATE LIMITED
Registered Address: 1 Eldeco Centre, Malviya Nagar, Delhi – 110017
Email: digitalmobitel@gmail.com | info@trendcart.co.in
Phone: 7287096530