Support Policy Page

SUPPORT & CUSTOMER ASSISTANCE POLICY

This Support & Customer Assistance Policy (“Support Policy”) governs the scope, availability, limitations, responsibilities and processes related to customer and seller support services provided on fashionkart.ai, operated by Hellwet Technologies Private Limited, having its registered office at B-2/64, Vibhutikhand, Lucknow, Uttar Pradesh – 226011, India (“Company”, “We”, “Us”, “Our”).

This Policy forms an integral part of the Terms & Conditions, Privacy Policy, Return & Refund Policy, and Seller Agreement of the Platform.

1. PURPOSE OF THIS POLICY

The purpose of this Support Policy is to:

1. Define the scope of support services offered by the Platform
   
   

2. Clarify what is and is not covered under support
   
   

3. Establish response timelines and communication standards
   
   

4. Protect the Company from unreasonable expectations or misuse
   
   

5. Ensure transparency for Users and Sellers
   
   

Support services are provided on a best-effort basis only.

2. PLATFORM SUPPORT ROLE CLARIFICATION

fashionkart.ai is a technology-enabled multivendor marketplace.

Accordingly:

1. The Company provides platform-level support only
   
   

2. The Company does not replace Seller responsibility
   
   

3. The Company does not guarantee dispute resolution outcomes
   
   

4. The Company does not provide legal, financial, tailoring, fashion or professional advice
   
   

Support interactions do not create any contractual obligation beyond applicable policies.

3. TYPES OF SUPPORT PROVIDED

The Platform may provide support for the following categories:

3.1 Buyer / User Support

• Account access issues
  
  

• Order status queries
  
  

• Payment confirmation issues
  
  

• Return or refund process guidance
  
  

• AI Virtual Trial feature guidance
  
  

• Policy clarification
  
  

3.2 Seller Support

• Seller onboarding assistance
  
  

• Dashboard usage guidance
  
  

• Order flow clarification
  
  

• Policy interpretation support
  
  

• Payout status guidance
  
  

3.3 Technical Support

• Platform bugs or errors
  
  

• App or website accessibility issues
  
  

• Feature usage guidance
  
  

4. SUPPORT CHANNELS

Support may be provided through one or more of the following channels, as enabled by the Company:

1. In-app or website support tickets
   
   

2. Email support
   
   

3. Chat-based support (manual or automated)
   
   

4. Helpdesk or knowledge base
   
   

The Company reserves the right to modify or discontinue any support channel at its discretion.

5. SUPPORT AVAILABILITY & WORKING HOURS

1. Support services are provided during business hours only, excluding public holidays.
   
   

2. The Company does not guarantee 24×7 support, unless explicitly stated.
   
   

3. Automated acknowledgements or chatbot replies may be generated outside business hours.
   
   

6. RESPONSE TIME EXPECTATIONS (NON-GUARANTEED)

Indicative response timelines (subject to workload and complexity):

• General queries: 24–72 business hours
  
  

• Order or payment related queries: 48–96 business hours
  
  

• Return or refund guidance: 3–7 business days
  
  

• Seller verification issues: up to 7 business days
  
  

These timelines are indicative only and not legally binding.

7. SUPPORT LIMITATIONS & EXCLUSIONS

Support shall NOT be provided for:

1. Seller refusal to refund (beyond facilitation)
   
   

2. Product dissatisfaction due to:
   
   

• Size issues
  
  

• Fit issues
  
  

• AI virtual trial mismatch
  
  

3. Personal preference disputes
   
   

4. Fashion or styling advice
   
   

5. Legal advice or interpretation of laws
   
   

6. Compensation or damages claims
   
   

Support does not imply guaranteed resolution.

8. AI VIRTUAL TRIAL SUPPORT DISCLAIMER

With respect to AI Virtual Trial features:

1. Support is limited to usage guidance only
   
   

2. The Company does not:
   
   

• Adjust AI outputs
  
  

• Modify rendered images
  
  

• Guarantee visual accuracy
  
  

3. AI output dissatisfaction is not a support issue
   
   

Users acknowledge that AI features are illustrative only.

9. SELLER-RELATED DISPUTES

In Seller-related matters:

1. The Company may:
   
   

• Forward queries to Sellers
  
  

• Facilitate communication
  
  

• Request clarification
  
  

2. The Company does not:
   
   

• Force Sellers to refund
  
  

• Guarantee Seller cooperation
  
  

• Act as arbitrator
  
  

Final liability remains with the Seller, subject to law.

10. USER OBLIGATIONS DURING SUPPORT REQUESTS

Users and Sellers agree to:

1. Provide accurate and complete information
   
   

2. Cooperate during verification
   
   

3. Refrain from abusive, threatening or misleading communication
   
   

4. Not raise duplicate or excessive tickets for the same issue
   
   

Violation may lead to ticket closure or account action.

11. MISUSE, ABUSE & FRAUD PREVENTION

The Company reserves the right to:

1. Close repetitive or abusive support requests
   
   

2. Flag suspicious behavior
   
   

3. Suspend accounts misusing support channels
   
   

4. Share information with law enforcement when legally required
   
   

Support misuse may be treated as policy violation.

12. DOCUMENTATION & VERIFICATION REQUIREMENTS

For certain issues, the Company may require:

1. Order ID or transaction details
   
   

2. Screenshots or recordings
   
   

3. Unboxing videos (for return-related queries)
   
   

4. Identity or account verification
   
   

Failure to provide required information may delay or prevent assistance.

13. NO COMPENSATION GUARANTEE

Support interactions shall not entitle Users or Sellers to:

• Monetary compensation
  
  

• Damages
  
  

• Fee waivers
  
  

• Special exceptions
  
  

Unless mandated by applicable law.

14. DATA HANDLING DURING SUPPORT

1. Support communications may be recorded for quality and audit purposes.
   
   

2. Data shared during support shall be handled in accordance with the Privacy Policy.
   
   

3. Users should avoid sharing unnecessary sensitive information.
   
   

15. ESCALATION MECHANISM

Where applicable, unresolved issues may be escalated internally.

However:

• Escalation does not guarantee resolution
  
  

• Company decisions remain final unless overridden by law
  
  

16. TERMINATION OF SUPPORT ACCESS

The Company reserves the right to limit or terminate support access for:

1. Policy violations
   
   

2. Abusive behavior
   
   

3. Fraud or security risk
   
   

4. Legal or regulatory reasons
   
   

Such action does not affect other legal rights.

17. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

1. The Company shall not be liable for:
   
   

• Support delays
  
  

• Unresolved queries
  
  

• Seller non-cooperation
  
  

2. Any liability, if imposed, shall be limited to:
   platform service fees charged, if any.
   
   

18. POLICY UPDATES

This Support Policy may be updated at any time without prior notice.

Continued use of the Platform constitutes acceptance of the updated Policy.

19. GOVERNING LAW & JURISDICTION

This Support Policy shall be governed by the laws of India.

Exclusive jurisdiction lies with the courts of Lucknow, Uttar Pradesh.

20. USER ACKNOWLEDGEMENT

By using fashionkart.ai support services, the User or Seller confirms that they have:

• Read and understood this Support Policy
  
  

• Accepted its limitations
  
  

• Agreed to be legally bound