Support Policy Page

Support Policy

Last Updated: 01-12-2025

This Support Policy outlines how Terrashoppy (“Platform”, “Website”), owned and operated by BIZBRICK GROWTHWELL PRIVATE LIMITED (“Company”, “We”, “Us”), provides customer support to Users, Customers, Agents, and Sellers.

By using the Platform, you agree to this Support Policy.

1. Scope of Support

Terrashoppy provides support for:

• Account-related issues

• Order tracking and delivery concerns

• Return, refund, and cancellation queries

• Payment and transaction issues

• Agent commission and referral queries

• Seller onboarding and listing support

• Technical issues related to the Platform

Support is limited to issues directly related to the use of the Platform.

2. Support Channels

Users may contact support through the following channels:

• Email: support@terrashoppy.com

• Website support or contact form (if available)

• In-app or dashboard support system (if enabled)

Support is provided only through official channels. Communication via unofficial sources is not supported.

3. Support Availability

• Support requests are typically addressed on business days.

• Response times may vary based on request volume and issue complexity.

• Resolution timelines are indicative and not guaranteed.

4. Role-Based Support

4.1 Customer Support

Customers may receive assistance with:

• Order status and delivery updates

• Return and refund requests

• Payment failures or duplicate charges

Product-related concerns may be forwarded to the respective Seller.

4.2 Agent Support

Agents may contact support for:

• Referral tracking issues

• Commission calculations and payouts

• Account verification and compliance

Commission-related matters are subject to verification and Company policies.

4.3 Seller Support

Sellers may receive assistance with:

• Account setup and verification

• Product listing and compliance

• Order processing and returns

Sellers remain responsible for fulfilling customer orders and resolving product-related issues.

5. Limitations of Support

Terrashoppy does not provide support for:

• Disputes outside the Platform

• Seller–Customer issues unrelated to Platform services

• Personal or third-party service matters

• Issues caused by misuse or violation of Platform policies

6. Resolution & Escalation

• Support tickets are handled on a best-effort basis

• Complex issues may require additional verification or documentation

• The Company reserves the right to close tickets that are abusive, repetitive, or non-cooperative

7. Abuse of Support Services

Misuse of support services, including:

• False claims

• Harassment or abusive language

• Repeated frivolous requests

may result in restricted access to support or account suspension.

8. Changes to Support Policy

The Company reserves the right to update or modify this Support Policy at any time.
Changes will be effective immediately upon posting on the Website.

9. Contact Information

For support-related queries, contact:

BIZBRICK GROWTHWELL PRIVATE LIMITED
Website: https://terrashoppy.com
Email: support@terrashoppy.com