Support Policy
This Support Policy explains how to reach FintrayOne for help, what to expect in terms of response times, and how we handle escalations for account, product, payment, and referral issues.
1. How to contact support
- Email: support@fintrayone.com — the primary channel for all account, product, payment, and referral queries.
- Phone: +91 84480 35783, Mon – Sat, 10:00 AM – 7:00 PM IST.
- Contact form: available on our Contact page.
2. What to include in your request
To help us resolve your issue faster, please include your registered email address, order ID or referral code (if applicable), a clear description of the issue, and any relevant screenshots.
3. Response time commitments
- General queries: we aim to respond within 24–48 hours on business days.
- Payment or payout issues: we aim to respond within 2 business days.
- Refund requests: handled as per our Refund & Cancellation Policy, with an initial response within 2 business days.
- These are target response times, not guarantees, and may vary during high-volume periods.
4. Support scope
Our support team can help with: account access issues, order and download problems, referral tracking and commission questions, and payout status. Support does not include personalised financial, tax, or legal advice.
5. Escalation
If you're not satisfied with the response to your query, you may request escalation by replying to the same email thread with "Escalate" in the subject line. Escalated queries are reviewed by a senior team member within 3 business days.
6. Priority support
Customers on the Exclusive FintrayOne Pack receive priority support, with responses generally faster than the standard timelines above, as described on the product page.
7. Fair use
We ask that support channels be used in good faith and not for spam, abuse, or repeated identical requests, which may delay responses to genuine queries from all users.
8. Contact
For anything not covered here, reach us at support@fintrayone.com.