HayFixr – Help & Support Policies
(Version 1.0)
1. Purpose
To ensure every HayFixr customer and partner receives timely, transparent, and efficient assistance for any inquiries, issues, or feedback related to our services.
2. Scope
This policy applies to:
- All HayFixr customer interactions (mobile app, website, phone, email, or in-person)
- All service categories under HayFixr (including home maintenance, inverter services, preventive maintenance, etc.)
- Both B2C customers and B2B partners/franchisees
3. Support Channels
Customer can contact HayFixr Help & Support via:
Channel Availability Response Time Target Resolution Time Target
| Channel | Availability | Response Time Target | Resolution Time Target |
|---|---|---|---|
| In-app Live Chat | 9:00 AM – 9:00 PM (IST) | Within 15 mins | Within 24 hrs |
| Phone Support | 9:00 AM – 7:00 PM (IST) | Immediate | Within 24 hrs |
| Email Support | 24×7 | Within 6 hrs | Within 48 hrs |
| Social Media | 9:00 AM – 9:00 PM (IST) | Within 2 hrs | Within 24 hrs |
| WhatsApp Support | 9:00 AM – 9:00 PM (IST) | Within 30 mins | Within 24 hrs |
4. Service Standards
- Politeness & Professionalism – All support staff must address customers respectfully and avoid technical jargon unless necessary.
- Accuracy – Always provide verified, correct, and complete information.
- Transparency – Clearly explain charges, timelines, and service steps.
- Proactive Updates – If a case is delayed, inform the customer before the promised time.
5. Issue Classification & Priority Levels
| Priority | Example Issues | Action Required |
|---|---|---|
| Critical | Service provider no-show, safety-related incidents | Immediate escalation to senior manager |
| High | Payment disputes, repeated service failures | Response within 1 hr, resolution < 12 hrs |
| Medium | Appointment rescheduling, app glitches | Response within 4 hrs, resolution < 24 hrs |
| Low | General inquiries, feature requests | Response within 6 hrs, resolution < 48 hrs |
6. Escalation Policy
- Level 1 – Customer Support Executive (first point of contact)
- Level 2 – Support Team Leader (if unresolved within target time)
- Level 3 – Customer Experience Manager (if still unresolved or customer requests escalation)
- Level 4 – Senior Management (only for critical/high-impact cases)
7. Refunds & Compensation
- Refunds will be issued only when service is not delivered or is significantly below agreed standards.
- Refund processing time: 5–7 working days.
- In some cases, compensation may be offered in the form of service credits or discounts instead of direct refunds.
8. Customer Feedback & Reviews
- After every service, customers will be prompted to leave feedback.
- Any rating below 3 stars triggers a follow-up call from the support team within 24 hrs.
- Constructive criticism will be documented and shared with relevant teams for improvement.
9. Partner & Franchise Support
- Dedicated Partner Support Desk for onboarding, payments, and dispute resolution.
- Monthly check-in calls for feedback and updates.
- Issues affecting service quality will be prioritized for urgent resolution.
10. Data Privacy & Confidentiality
- All customer and partner information is handled in compliance with Indian IT Act, 2000 and HayFixr Privacy Policy.
- No personal data will be shared with third parties without explicit consent, except when legally required.
11. Policy Review & Updates
- This policy will be reviewed every 6 months.
- Updates will be communicated to customers and partners via the HayFixr app, website, and email.
- This structure ensures trust,fast resolutions, and clear expectations for both customers and your support team.