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Customer Support & Grievance Policy

FarmHub Customer Support & Grievance Policy

 

At FarmHub, we prioritize customer satisfaction and aim to resolve issues quickly, fairly, and transparently. This policy outlines the process for customer support, grievance reporting, and resolution.

 

1. Scope of the Policy

 

This policy applies to all customers, users, and buyers of FarmHub products and services. It covers:

  • Order-related issues

  • Product complaints

  • Payment disputes

  • Delivery or logistics concerns

  • Any other service-related grievances

 

2. Customer Support Channels

 

Customers can reach FarmHub support via:

  • Phone Support: +91 8886660475

  • Email Support: contactus@farmhubs.in

  • WhatsApp Support: +91 8886660475

  • Website/App Chat: Live chat available on FarmHub website/app

 

Support is available Monday to Saturday, 9 AM – 7 PM. Queries outside this timeframe will be addressed on the next working day.

 

3. Reporting a Grievance

 

To report a grievance, customers should provide:

  • Order ID or invoice number

  • Description of the issue (e.g., damaged product, wrong delivery, payment issue)

  • Supporting evidence (photos, videos, or screenshots) if applicable

 

Grievances can be reported via any of the above support channels.

 

4. Grievance Resolution Process

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  1. Acknowledgment: FarmHub will acknowledge receipt of the grievance within 24 hours.

  2. Review & Investigation: The issue will be reviewed by the Customer Support Team.

  3. Resolution: FarmHub aims to resolve grievances within 5–7 working days, depending on complexity.

    • Refunds → Processed as per Return & Refund Policy.

    • Replacement → Arranged if product is damaged, incorrect, or unsatisfactory.

    • Other Issues → Appropriate solutions or compensations provided wherever applicable.

  4. Communication: Customers will be updated at every stage via email, SMS, or WhatsApp.

 

5. Escalation Matrix

 

If a grievance is not resolved satisfactorily:

  1. Level 1: Customer Support Executive – Initial grievance handling

  2. Level 2: Customer Support Supervisor – Escalation after 48 hours

  3. Level 3: Grievance Redressal Officer – Final review and resolution

Contact details of the Grievance Redressal Officer will be provided on request.

 

6. Responsibilities of Customers

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  • Provide accurate order details and supporting evidence.

  • Respond promptly to queries from FarmHub support.

  • Avoid raising false, fraudulent, or malicious complaints.

 

7. FarmHub’s Commitment

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  • Ensure timely and fair grievance resolution.

  • Maintain transparency in all communications.

  • Protect customer data and confidentiality during grievance handling.

  • Continuously improve support processes based on feedback.

 

8. Feedback & Suggestions

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Customers are encouraged to provide feedback to help improve FarmHub services. Feedback can be submitted via email, app, or website.

 

9. Resolution Matrix

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If you have any queries or Issues please contact us.

 

✅ FarmHub reserves the right to amend this policy at any time to ensure fairness, compliance, and better service for our customers.

✅ By using FarmHub, customers agree to this Customer Support & Grievance Policy. FarmHub reserves the right to update this policy at any time to enhance service quality and compliance.

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