Customer Support Policy

 

 

1. Introduction

Welcome to TERRASSIC! We are committed to providing excellent customer service to ensure a positive experience for all our customers. This Customer Support Policy outlines the ways in which you can contact us, the types of support we offer, and our commitment to addressing your concerns promptly and efficiently.

2. Contact Information

Customer Support Channels:

Customer Support Contact Details:

  • Email: info@terrassic.com
  • Phone: +91 93412 10271
  • Hours of Operation: 10:00 AM to 7:30 PM (Monday to Saturday)
  • Social Media:
    • Facebook: @MyTerrassic
    • Twitter/X: @MyTerrassic
    • Instagram: @MyTerrassic
    • LinkedIn: @MyTerrassic
    • YouTube: @MyTerrassic

Response Time:

We strive to respond to all inquiries within 24 hours during our business days.

3. Types of Support Offered

General Inquiries:

  • Information about products
  • Guidance on the ordering process

Account Assistance:

  • Help with account creation and management
  • Password recovery and security tips

Order Assistance:

  • Order status and tracking information
  • Modifications or cancellations of orders

Shipping and Delivery:

  • Information on shipping methods and rates
  • Delivery timeframes and tracking assistance

Returns and Refunds:

  • Eligibility criteria and return process
  • Status updates on refunds

Product Issues:

  • Reporting of damaged or defective items
  • Resolution process for product-related concerns
  1. Support Process

How to Submit a Support Request:

  • Contact us via email or phone
  • Provide necessary information such as order number and contact details

Support Request Handling:

  • Our team will review your request and address it promptly
  • Unresolved issues may be escalated to senior support staff

5. Self-Service Resources

Frequently Asked Questions (FAQ):

  • Visit our FAQ section for common questions and answers

Help Center or Knowledge Base:

  • Access articles and guides on various topics

Tutorials and How-To Guides:

  • Step-by-step instructions for common tasks are available on our website

6.Feedback and Improvement

Customer Feedback:

  • Share your feedback on our support services via surveys or feedback forms

Continuous Improvement:

  • We use customer feedback to continually improve our support services
  • Regular reviews and updates to our policies and procedures

7. Privacy and Security

Protection of Personal Information:

  • Your personal information is safeguarded during all support interactions

Confidentiality:

  • We are committed to maintaining the confidentiality of your information

8. Special Assistance

Accessibility Support:

  • We provide services and resources to assist customers with disabilities

Multilingual Support:

  • Support is available in multiple languages upon request (if applicable)

9. Changes to the Customer Support Policy

Right to Modify the Policy:

  • TERRASSIC reserves the right to update this policy at any time

Notification of Changes:

  • Changes will be communicated via our website or through direct communication

10. Contact Information for Further Assistance

How to Reach Senior Support or Management: