Client Assistance Policy

Effective From: 01-November-2024, Client Assistance Policy

PAYLIT TECHNOLOGY PRIVATE LIMITED (“we,” “our,” “us”) is dedicated to providing excellent assistance to all users of our online marketplace, shopnion.com (“Platform”). This Client Assistance Policy defines our approach, protocols, and commitment to delivering timely and helpful support to our customers.

By interacting with our Platform, you acknowledge and agree to follow the terms outlined herein.

1. Support Availability

Our support team is devoted to resolving your inquiries and issues via the following communication methods:

• Email: info@shopnion.com

Operating Hours:

• Monday to Friday: 09:00 AM to 06:00 PM (IST)

• Saturday: 10:00 AM to 02:00 PM (IST)

• Sundays and National Holidays: Closed

2. Assistance Coverage

We offer help in the following domains:

• Product Details: Clarifications on product specifications, usage, and compatibility.

• Order Support: Guidance on placing orders, monitoring shipments, and handling order concerns.

• Payment Queries: Help related to payment failures, transaction verification, and refund processing.

• Returns & Refunds: Instructions for initiating returns, exchanges, or reimbursements.

• Technical Help: Assistance with navigating and using the Platform or mobile app.

3. Response Commitment

We aim to address customer requests as quickly as possible. Typical response timelines include:

• Email Correspondence: Within 1 to 2 business days.

• Phone Support: Immediate during working hours.

For complex issues requiring detailed examination, we will keep you regularly updated on progress.

4. Procedure for Handling Complaints

In case of dissatisfaction or problems, the following steps are observed:

Step 1 – Contact:
Reach us through any preferred channel with complete details such as your order number, product info, and a summary of the issue.

Step 2 – Confirmation:
We will acknowledge receipt within 24 hours and provide you with a unique reference ID for your case.

Step 3 – Review:
Our team will thoroughly examine the matter, liaising with sellers or delivery partners as needed.

Step 4 – Resolution:
After investigation, we will offer a solution which could involve refunds, replacements, or other remedies.

5. Returns, Refunds & Order Cancellation

For comprehensive procedures about returns, refunds, and cancelations, please consult our Returns & Refund Policy and Cancellation Guidelines available on the Platform.

6. Customer Obligations

To help us assist you efficiently, please:

• Provide precise and complete information about your concern.

• Keep your order confirmation emails or receipts safe as proof of purchase.

• Respond swiftly to any follow-up requests from our support team.

7. Modifications to This Policy

We reserve the right to revise this Client Assistance Policy as necessary to improve our services. Changes will be posted here with an updated Effective Date. We recommend reviewing this policy periodically.

8. Contact Details

For any inquiries or assistance, please reach out using:

Email: info@shopnion.com
Office Address:
PAYLIT TECHNOLOGY PRIVATE LIMITED
Ground Floor, Shop No. 1,
Plot No. 156, Sheetal Kunj Apartment,
Seawoods West, Nerul, Sector-44,
Navi Mumbai, Thane, Maharashtra – 400706.

By using shopinon.com, you agree to this Client Assistance Policy and the terms contained herein.