Support Policy

At Taphood, we are committed to providing our customers and sellers with timely and effective support. This Support Policy outlines how we handle inquiries, complaints, and technical issues to ensure a smooth and satisfying experience for all users of our platform.

1. Support Channels

You can reach our support team through the following methods:

• Email: support@taphood.com
• Phone: +91 9161231606
• Live Chat: Available during business hours on our website

2. Support Hours

Our support team is available during the following hours:
Monday – Saturday: 10:00 AM to 6:00 PM IST
Sundays and Public Holidays: Closed (except for emergencies)

3. Response Time

We aim to respond to all inquiries as quickly as possible:

• Email support: Within 24 business hours
• Phone support: Immediate during business hours
• Live chat: Instant during support hours

Please note that complex issues may take additional time to resolve. You will be notified accordingly.

4. Types of Support We Offer

• Order-related inquiries: Tracking, cancellation, return, refund, and replacement requests.
• Product support: General guidance, warranty queries, or installation help.
• Account support: Login issues, registration help, or profile management.
• Seller support: Listing help, payout issues, policy clarifications, and onboarding assistance.

5. Customer Responsibility

We expect customers to:

• Provide accurate order or account information when contacting support.
• Communicate respectfully with our team members.
• Follow the instructions provided by our support agents for effective resolution.

6. Escalation

If your issue is not resolved within the expected time or you are not satisfied with the resolution, you can request an escalation. Our senior support team will review your case and respond within 48 business hours.

We are here to help you every step of the way. Thank you for choosing Taphood.