Support Policy

Customer Support Policy — Viyanaa.com

Effective Date: November 4, 2025

Last Updated: November 4, 2025

At Viyanaa.com, customer satisfaction is our top priority. This Support Policy outlines how our customer support team assists users, handles queries, and resolves issues related to orders, payments, deliveries, and product concerns.

01. Support Availability:

Our dedicated support team is available to assist you during the following hours:

Support Hours:

Monday – Saturday: 9:00 AM to 8:00 PM (local time)

Sunday: Closed

Email Support: support@viyanaa.com

Phone Support: [Insert Official Phone Number]

Live Chat: Available on the Viyanaa.com website and mobile app.

02. Response Time:

We aim to respond to all customer inquiries within:

Email Queries: Within 24–48 hours

Live Chat or Phone Support: Immediate or within 30 minutes during working hours

Social Media Queries: Within 1 business day.

In case of high volume or technical issues, responses may take longer, but we always strive for prompt resolution.

03. Types of Support Provided:

# We provide assistance with the following:

# Order placement and tracking

# Payment and refund-related queries

# Product availability and information

# Shipping and delivery issues

# Return and exchange requests

# Technical support for account access or website errors

# General feedback and complaints

04. Complaint Resolution Process:

If you experience a problem with your order or our service:

1. Contact us via support@viyanaa.com with your Order ID and issue details.

2. Our support agent will acknowledge your complaint within 24 hours.

3. We will investigate the issue and provide a resolution within 3–5 business days, depending on complexity.

4. If you are unsatisfied with the resolution, you may escalate the issue to our Customer Relations Manager via the same email.

05. Escalation Matrix:

Level Contact Point Response Time

Level 1 Customer Support (support@viyanaa.com) 24–48 hrs.

Level 2 Senior Support Executive 3–5 business days.

Level 3 Customer Relations Manager 5–7 business days.

06. Customer Responsibilities:

To help us serve you better, please ensure that:

You provide accurate and complete information about your order or issue.

You use polite and respectful communication with our support team.

You do not raise duplicate tickets for the same issue.

You check your spam or promotions folder for support replies.

07. Data Privacy:

All customer communications and data shared with our support team are handled in compliance with our Privacy Policy.

We never share your personal details with unauthorized third parties.

08. Continuous Improvement:

We continuously monitor feedback to improve our support process and overall customer experience.

Suggestions or feedback about our service can be emailed to feedback@viyanaa.com.

09. Contact Information:

For any support, feedback, or complaints, please contact:

Email: support@viyanaa.com

Phone: [Insert Official Number]

Address: [Insert Business Address]

Website: www.viyanaa.com

✅ Note:

This Support Policy applies only to interactions made directly through Viyanaa.com.

We reserve the right to update or modify this policy at any time without prior notice.