Customer Support Policy

At SNmart, we are committed to providing a smooth, reliable, and fresh shopping experience. This policy outlines how we assist you with your orders, deliveries, and concerns.

1. Customer Support Channels

You can reach our dedicated support team through the following channels:

• Email Support: support@snmart.com

  • Response Time: Within 12–24 hours

• Live Chat (App/Web): Click the "Help" icon for instant assistance.

  • Timings: 7:00 AM – 10:00 PM (Daily)

• Phone Support: +91 [Insert Number]

  • Timings: 8:00 AM – 8:00 PM (Monday to Sunday)

2. Types of Support We Provide

We are here to help you with:

• Real-time Tracking: Finding your delivery partner or checking ETA.

• Quality Issues: Reporting damaged produce, expired items, or missing groceries.

• Billing & Payments: Refund status, payment failures, or SNmart Wallet issues.

• Account Help: Password resets and address updates.

• Cancellations: Help with modifying or stopping an order before dispatch.

3. Response & Resolution Timeline

Grocery issues are time-sensitive, so we prioritize speed:

4. Escalation Matrix

If your issue is not resolved to your satisfaction, you may escalate:

• Level 1: Customer Support Executive

• Level 2: Support Manager (Escalated via chat/email)

• Level 3: Grievance Officer (Formal review within 5 working days)

5. Your Responsibilities

To help us resolve your issues faster, please:

• Check at Delivery: Inspect fresh items (fruits, vegetables, milk) while the delivery partner is present.

• Provide Evidence: Share clear photos of damaged goods or incorrect labels.

• Be Respectful: Maintain professional communication with our support agents and delivery partners.

6. Self-Help Resources

Need an answer right away? Use our:

• In-App Tracker: See exactly where your groceries are.

• FAQs: Common questions about delivery zones, slots, and payment offers.

• Help Center: Guides on how to use coupons and manage your subscription.

7. Data Privacy & Security

Your interactions with our support team are encrypted and private. We never ask for your UPI PIN, CVV, or passwords. Please do not share these details with anyone claiming to be an SNmart representative.

8. Legal Compliance

This policy is designed to align with the Consumer Protection (E-Commerce) Rules, 2020, ensuring your right to timely and transparent grievance redressal.

9. Contact Us

For any urgent assistance regarding a live order:

• Email: support@snmart.com

• Website: https://snmart.com