Customer Support and Contact Policy

Customer Support & Contact Policy Effective Date: 29-04-2026

At EV Smart, we are committed to providing timely and effective support to our users.

This policy outlines how users can contact us for assistance, complaints, and service-related queries.

1. Contact Channels

Users can reach out to us through the following:

• Email Support: info@evsmartcab.com

We aim to respond to all queries within a reasonable timeframe.

2. Support Scope

Users may contact us for:

• Ride-related issues
• Payment and refund queries
• Cancellation disputes
• Account-related concerns
• Technical issues within the app
• Feedback and suggestions

3. Response Time

• We strive to respond within 24–48 hours
• Response time may vary depending on the nature and complexity of the issue

4. Complaint Resolution

• All complaints are reviewed and handled based on available data and internal policies
• EV Smart reserves the right to make final decisions on disputes

5. Required Information for Support

To assist efficiently, users should provide:

• Registered phone number
• Booking details (if applicable)
• Description of the issue

Incomplete information may delay resolution.

6. Escalation

If a user is not satisfied with the initial response, they may request escalation by replying to the same email thread.

7. Availability

• Support is available on a best-effort basis
• There is no guaranteed real-time or 24/7 support unless explicitly stated

8. Updates to Policy

EV Smart may update this policy from time to time. Continued use of the platform constitutes acceptance of the updated policy.

9. Contact Details

EV Smart Email: info@evsmartcab.com