1. Introduction
At OwlX Fintech Solutions Pvt Ltd, we place the highest priority on customer satisfaction and strive to deliver seamless, reliable, and responsive support to all end users. This End User Care policy outlines the commitment to ensuring that every customer receives timely and effective assistance.
2. Objective
The objective of this policy is to:
- Provide clear guidelines for offering support and resolving issues.
- Ensure that all users receive prompt, courteous, and efficient service.
- Establish a consistent and transparent process for handling user inquiries, issues, and feedback.
3. Support Channels
OwlX Fintech Solutions provides multiple support channels to cater to diverse user needs:
- Email Support: Users can reach out via email at [email protected] for queries, complaints, or technical support. Our team aims to respond within 24 business hours.
- Phone Support: For immediate assistance, users can contact us at 9606949055 during business hours (Monday to Friday, 9:00 AM to 6:00 PM).
- Online Support: The company website https://owlxfintech.com/ features an FAQ section and a support portal for self-service or ticket submission.
4. Support Scope
The following areas are covered under our end user care:
- Technical Support: Assistance with technical issues related to our fintech platform, services, and payment systems.
- Account Support: Help with account setup, management, and security, including issues related to OTPs, password resets, and login problems.
- Transaction Support: Assistance with transaction-related issues, including pay-ins, payouts, refunds, and other payment-related concerns.
- Feedback & Queries: Users can submit suggestions, inquiries, or general feedback to help improve our services.
5. Issue Resolution Process
- Initial Response: All inquiries are acknowledged within 24 business hours, and we aim to provide a solution or update within the next 48 business hours, depending on the complexity of the issue.
- Escalation: If the issue requires additional investigation, it will be escalated to the relevant department, and users will be informed of the expected resolution time.
- Follow-Up: After resolution, our support team will follow up to ensure the issue is fully resolved and that the user is satisfied with the service received.
6. User Responsibilities
- Accurate Information: Users are encouraged to provide accurate and complete information when submitting support requests to enable quick and efficient resolution.
- Timely Communication: Users should respond promptly to any queries or additional information requests from the support team to avoid delays in resolving the issue.
7. Data Privacy & Security
OwlX Fintech Solutions takes data privacy seriously. All personal and transactional data provided during support interactions will be handled in accordance with our privacy policy, ensuring confidentiality and security at all times.
8. Continuous Improvement
We actively monitor the performance of our support services and regularly review user feedback to make improvements to our end user care processes. We value user input in enhancing our customer support experience.
9. Complaints Handling
If a user is dissatisfied with the support received, they can submit a formal complaint via email to [email protected]. Complaints will be escalated to senior management for review and resolution within 5 business days.
10. Contact Information
For any inquiries or support requests, users can contact OwlX Fintech Solutions Pvt Ltd using the following information:
Email: [email protected]
Phone: 9606949055
Website: https://owlxfintech.com/