Introduction

At thokvikreta, we are committed to providing exceptional support to our users and ensuring a seamless experience across all our services. This Support Policy outlines the scope, terms, and processes through which our support team assists customers in resolving issues and addressing inquiries.

Scope of Support

thokvikreta offers support for the following:

1.     Product and Service Inquiries: Assistance with information about our products and services, including pricing, specifications, and availability.

2.     Order Management: Help with order placement, tracking, cancellations, and modifications.

3.     Technical Support: Resolution of issues related to the use of our website, mobile applications, or other digital platforms.

4.     Account Assistance: Support with account creation, login issues, password recovery, and account management.

5.     Payment and Billing: Assistance with payment processing, refunds, invoices, and related concerns.

6.     Vendor and Partner Support: Guidance and assistance for our vendors, suppliers, and business partners in managing their accounts, transactions, and contracts.

Support Channels

Customers can reach our support team through the following channels:

1.     Email Support: Write to us at support@thokvikreta.com for assistance. Our team typically responds within 24-48 business hours.

2.     Phone Support: Contact our customer care hotline at 9855036190 for immediate assistance during business hours.

3.     Live Chat: Use the live chat feature on our website or mobile app for real-time support.

4.     Help Center: Visit our online Help Center for FAQs, guides, and troubleshooting articles.

Support Hours

·        Our support team is available Sunday to Friday from 10**:00 AM to 5:00 PM (Nepal Standard Time).

·        Limited support is available on weekends and public holidays.

Response Time

We strive to address all inquiries promptly. Typical response times are as follows:

·        Email Support: 24-48 business hours.

·        Phone Support: Immediate during business hours.

·        Live Chat: Real-time during business hours.

Support Limitations

While we aim to assist with all user concerns, the following are beyond the scope of our support services:

1.     Issues arising from third-party services or products not affiliated with thokvikreta.

2.     Customization or troubleshooting of user hardware, software, or networks.

3.     Assistance outside our listed business hours or support channels.

User Responsibilities

To ensure efficient support, users are expected to:

1.     Provide accurate and complete information about their issue.

2.     Follow instructions provided by our support team.

3.     Respect our support staff and communicate in a professional manner.

Escalation Process

If a user feels that their concern has not been adequately addressed, they may escalate the matter by:

1.     Requesting escalation during their ongoing support interaction.

2.     Writing to support@thokvikreta.com with the subject line "Escalation Request."

Escalated issues are reviewed by our senior support team, and users can expect a response within 48 business hours.

Changes to the Support Policy

Thokvikreta reserves the right to revise this Support Policy as needed. Updates will be posted on our website, and users are encouraged to review the policy periodically.

Contact Us

For questions or concerns regarding this Support Policy, please email us at support@thokvikreta.com or contact our support team through the available channels.