Support Policy

This Support Policy outlines the terms under which we provide assistance to customers, sellers, and users of our platform. By using our platform and services, you agree to the following terms:

1. Support Availability

• Hours of Operation: Our support team is available working time
• Contact Channels:
  • Email:  nuclidacom@gmail.com
  • Phone: 7012042146
  • Live Chat: Available on the website during business hours.
• Response Time: We aim to respond to all queries within  working time

2. Scope of Support

We provide support for the following:

• Account Management: Assistance with account setup, login issues, and profile updates.
• Product Queries: Guidance on product specifications, availability, and usage.
• Order Assistance: Support for order placement, tracking, cancellations, and modifications.
• Payments and Refunds: Help with payment processing issues, refunds, and transaction failures.
• Technical Issues: Troubleshooting platform-related issues, including website navigation and functionality.
• Seller Support: Assistance for sellers with product listings, order fulfillment, and account-related queries.

3. Limitations of Support

The following are outside the scope of our support services:

• Third-Party Issues: Problems arising from third-party services such as payment gateways or courier services, although we will assist in coordinating resolutions.
• Product-Specific Support: Direct inquiries about product warranties, installation, or repair should be addressed to the manufacturer or seller.
• Customization Requests: Requests for platform customization, integrations, or new features are evaluated on a case-by-case basis and may incur additional charges.

4. Resolution Process

• Query Submission: Submit your query through email, phone, or chat, providing detailed information for faster resolution.
• Ticket Creation: A support ticket will be generated, and you will receive a confirmation with the ticket number.
• Resolution Timeline: Depending on the complexity of the issue, resolutions may take [insert range, e.g., 24–72 hours].
• Escalation: If your issue remains unresolved, you can escalate it to a senior support agent by replying to the support email or requesting escalation through chat.

5. Refund and Cancellation Support

• Refund Process: For eligible refunds, our support team will guide you through the process and provide updates.
• Cancellation Requests: Support for order cancellations will depend on the order status and platform policies.

6. Customer Responsibilities

• Accurate Information: Provide clear and accurate details when reporting issues or seeking assistance.
• Timely Communication: Respond to requests for additional information or verification promptly to avoid delays.
• Respectful Communication: Maintain a respectful and courteous tone in all interactions with our support team.

7. Seller Support

• Account Setup: Guidance on registration, documentation, and account management.
• Product Listings: Assistance with uploading, editing, or removing product listings.
• Order Management: Help with processing orders, tracking shipments, and resolving disputes.
• Policy Compliance: Clarifications and assistance with adhering to platform policies.

8. Privacy and Confidentiality

• Data Protection: We ensure that all support interactions comply with our [Privacy Policy]. Personal data shared during support queries will be handled securely.
• Confidentiality: Details of your issue or account will not be shared outside the support process.

9. Updates to the Policy

This Support Policy may be updated periodically. Any changes will be communicated through email or platform notifications.

10. Contact Us

For further assistance, reach out to our support team through:

• Email: nuclidacom@gmail.com
• Phone: 7012042146
• Live Chat: Accessible on our website.