Customer Support Policy

At AIDVAULT, we are committed to providing responsive, professional, and reliable customer support. This Customer Support Policy outlines how customers can contact us, the support we provide, and our service standards.

1. Our Commitment

AIDVAULT aims to provide timely assistance regarding product information, order status and tracking, shipping and delivery inquiries, returns, replacements, and refunds, subscription services, kit monitoring services, technical support related to our website, and general customer inquiries.

2. Support Channels

• Email: aidvaulthelp@gmail.com
• Phone: +91 7056796091
• Website Contact Form: www.aidvault.in/contact
• WhatsApp: +91 7056796091

3. Support Hours

Monday – Saturday: 9:00 AM – 6:00 PM IST
Sunday & Public Holidays: Limited or closed support
Messages received outside business hours will be addressed on the next working day.

4. Response Time Goals

Inquiry Type	Target Response Time
General Questions	Within 24 Business Hours
Order Tracking Requests	Within 24 Business Hours
Refund & Return Requests	Within 48 Business Hours
Subscription Support	Within 48 Business Hours
Urgent Delivery Issues	Within 24 Business Hours

5. Order Support

Customers may contact us regarding order confirmation, shipping updates, delivery delays, tracking assistance, and product availability. Please provide order number, full name, registered email address, and contact number to expedite assistance.

6. Product Support

Our support team can assist with product usage guidance, kit content information, product specifications, storage recommendations, and replacement requests.

7. Returns, Refunds & Replacements

Customers seeking returns, refunds, or replacements must follow the procedures outlined in our Refund, Return & Cancellation Policy, Cancellation Policy, and related policies.

8. Subscription Support

Customers enrolled in AIDVAULT monitoring or refill services may contact us regarding subscription management, billing inquiries, refill reminders, renewal issues, and plan upgrades or cancellations.

9. Customer Responsibilities

To help us provide efficient support, customers should provide accurate information, use respectful and professional communication, maintain order records and invoices, and follow product instructions and safety guidelines.

10. Unacceptable Conduct

AIDVAULT reserves the right to limit or refuse support in cases involving abusive language, threats or harassment, fraudulent claims, repeated misuse of support channels, or requests that violate applicable laws.

11. Escalation Process

1. Level 1: Customer Support Team
2. Level 2: Support Supervisor / Escalation Team
3. Level 3: Management Review

12. Service Limitations

While we strive to provide accurate information, AIDVAULT does not guarantee immediate responses, uninterrupted support availability, or resolution of issues caused by third-party providers including courier companies, payment gateways, internet service providers, or external software platforms.

13. Privacy & Confidentiality

All customer inquiries are handled in accordance with our Privacy Policy.

14. Contact Information