1. Overview

At Bhaga, we are committed to providing exceptional customer support to ensure a seamless experience for our users. This Support Policy outlines the types of support available, our response times, and the procedures for resolving issues.

2. Support Channels

Bhaga offers support through the following channels:

• Email Support: Reach out to us at vighnaharta.offical@gmail.com for any inquiries, issues, or feedback.
• Phone Support: Call us at 8608676868 for immediate assistance during our business hours.
• Live Chat: Our live chat feature on Bhaga.in is available during business hours for quick, real-time assistance.
• Help Centre: Access our comprehensive Help Centre at https://bhaga.in/ for self-service resources, including FAQs, tutorials, and troubleshooting guides.

3. Support Hours

Our support team is available to assist you during the following hours:

• Monday to Friday: 10.00AM to 6.00PM
• Saturday: 10.00AM to 4.00PM
• Sunday and Public Holidays: Limited support may be available. Please check our website for specific holiday hours.

4. Response Times

We strive to respond to all inquiries as quickly as possible. Our typical response times are as follows:

• Email Support: Within 12 business hours
• Phone Support: Immediate during business hours
• Live Chat: Immediate during business hours
• Help Centre: Self-service, available 24/7

5. Support Scope

Our support services cover the following:

• Account Management: Assistance with account setup, login issues, and account settings.
• Order Inquiries: Help with tracking orders, understanding order status, and addressing order-related concerns.
• Product Information: Guidance on product features, specifications, and availability.
• Technical Support: Troubleshooting technical issues related to the Bhaga platform, including website navigation, payment processing, and checkout issues.
• Returns and Refunds: Support with initiating returns, processing refunds, and resolving disputes.
• Feedback and Complaints: We welcome feedback and are committed to addressing any complaints promptly and fairly.

6. Escalation Process

If your issue is not resolved to your satisfaction through our standard support channels, you may request escalation. Our escalation process is as follows:

• Step 1: Contact our support team and request escalation. Provide a detailed explanation of the issue and any previous correspondence.
• Step 2: Your case will be reviewed by a senior support representative, who will aim to resolve the issue within 10 business days.
• Step 3: If the issue remains unresolved, it will be further escalated to a support manager for final resolution.

7. Customer Responsibilities

To help us provide you with the best possible support, we ask that you:

• Provide Accurate Information: When contacting support, please provide all relevant details, including your account information, order number, and a clear description of the issue.
• Follow Instructions: Please follow the instructions provided by our support team to help resolve your issue efficiently.
• Respectful Communication: We expect all customers to communicate respectfully with our support team. Abusive or inappropriate behaviour will not be tolerated.

8. Third-Party Services

Bhaga may use third-party services to assist with support. Please note that we are not responsible for the performance or availability of these third-party services. If you experience issues with third-party services, our support team will do their best to assist you.

9. Modifications to the Support Policy

Bhaga reserves the right to modify this Support Policy at any time. Any changes will be communicated through our website and will apply to support inquiries made after the effective date of the modification.

10. Contact Information

For any questions regarding our Support Policy or to get assistance, please contact us via:

• Email: vighnaharta.offical@gmail.com
• Phone: 8608676868
• Live Chat: Available on https://bhaga.in/