At Ganeshkart, we are committed to delivering timely and effective support to all our customers. In order to maintain service quality, ensure fairness, and protect both our support team and valued customers, we have established the following communication policies:
1. Official Channels of Communication
All queries, complaints, or requests must be directed to our official support channels:
Phone: +91 81007 54242 (during support hours)
Email: support@ganeshkart.com
Communication through unofficial or personal channels (e.g., WhatsApp, personal numbers, social media DMs) is strictly prohibited and will not be acknowledged.
2. Support Availability
Monday to Friday: 10:30 AM – 6:00 PM IST
Saturday: 10:00 AM – 4:00 PM IST
Sunday & Public Holidays: Closed
Support requests made outside these hours will be addressed on the next working day.
3. Response & Resolution Timelines
Support queries are addressed in the order received, based on priority.
Resolution timelines may vary depending on the complexity of the issue. While we strive to resolve all issues promptly, some cases may require multiple internal reviews to ensure a permanent and effective fix.
Customers will be notified of delays when applicable.
4. Escalation Protocol
If you believe your issue remains unresolved, you may escalate it via email to support@ganeshkart.com with the subject line: “Escalation – [Issue/Order ID]”.
Our senior support team reviews all escalated matters on a weekly basis.
5. Unacceptable Customer Behavior
To ensure a respectful and safe environment for our team and all customers, the following behaviors are strictly prohibited:
Repeatedly raising the same issue after a resolution or alternate solution has already been provided.
Using abusive, offensive, or aggressive language with support staff.
Demanding personal phone numbers of team members.
Making excessive follow-up calls or emails in short intervals without waiting for a response.
Any behavior that could reasonably be considered harassment or misuse of support resources.
Note: Violation of this policy may lead to:
Suspension of direct support privileges
Blocking of non-official communication attempts
Legal action in cases of persistent abuse or harassment
6. Alternate Solution Clause
If the primary request (e.g., payment method or feature) is under review or pending implementation, customers are expected to use the available alternate methods (e.g., UPI, Net Banking, COD) until the requested method is officially activated.
7. Policy Acknowledgement
By contacting Ganeshkart Support, the customer agrees to adhere to the above policies. These guidelines are in place to protect both customer interests and the operational efficiency of our support system.