Contact and Support Policy

Last Updated: November 02, 2025
Effective Date: November 02, 2025

1. Introduction

This Contact and Support Policy (“Policy”) outlines how Ziiz India Technologies (“ZIIZ.IN,” “we,” “our,” or “us”) provides customer support, handles inquiries, and manages complaints and grievances on our property marketplace platform at https://ziiz.in/ (the “Website” or “Platform”).

This Policy describes our support channels, response times, support hours, and procedures for handling various types of support requests, complaints, and escalations. By using ZIIZ.IN and contacting our support team, you acknowledge that you have read and agree to the terms outlined in this Policy.

2. Support Availability and Hours

2.1 Operating Hours

ZIIZ.IN provides customer support during the following hours:

Monday to Saturday: 9:00 AM to 6:00 PM (IST)
Sunday: Closed
Holidays: Closed (Indian national holidays and company-designated holidays)

Support is not available on Sundays or declared holidays. If you submit a support request on Sunday or a holiday, your request will be processed on the next business day.

2.2 Response Times

All support inquiries submitted during operating hours will receive an initial response within 1 hour of submission. However, complete resolution of your issue may take longer depending on the complexity and type of request.

2.3 Holiday Notice

During extended holidays or maintenance periods, response times may be extended. We will provide advance notice of any extended closures on our Website.

3. Support Channels

3.1 Available Support Channels

ZIIZ.IN provides customer support through the following channels:

a) Email Support
Email Address: [email protected]
Response Time: Within 1 hour during business hours
Best for: Detailed inquiries, documentation, account issues, technical problems

b) Telephone Support
Phone Number: +91 9188401978
Hours: 9:00 AM – 6:00 PM, Monday-Saturday
Response Time: Immediate (during business hours)
Best for: Urgent issues, real-time assistance, complex problems

c) Website Contact Form
Location: https://ziiz.in/contact/ (or contact page on Website)
Response Time: Within 1 hour during business hours
Best for: General inquiries, feedback, feature requests, account issues

d) Telegram
Channel/Bot: Available on our Website or contact us for details
Response Time: Within 1 hour during business hours
Note: Telegram support is monitored regularly but is not real-time. For urgent issues, please call or email instead.

3.2 Unavailable Support Channels

The following support channels are not currently available:

  • WhatsApp support
  • Live chat (real-time)
  • Social media direct messages (not monitored for support)
  • Text messaging/SMS

Please use the available channels listed in Section 3.1.

3.3 Preferred Support Channel

For fastest resolution, we recommend:

  1. Telephone for urgent issues requiring immediate attention
  2. Email for detailed issues requiring documentation
  3. Contact Form for general inquiries
  4. Telegram for non-urgent follow-ups or secondary contact

4. Types of Support Provided

4.1 General Support Available to All Users

All users (both free and premium Publishers and Enquirers) have access to limited general support for:

  • General platform inquiries
  • Account setup assistance
  • Basic technical issues
  • General complaint handling
  • Information about platform features and services

4.2 Priority Support for Premium Subscribers

Publishers with paid premium features and custom promotional plans receive priority support, including:

  • Priority response and issue resolution
  • Dedicated support for paid feature issues
  • Custom plan assistance and adjustments
  • Priority escalation to management
  • Enhanced support levels

4.3 Specific Support Categories

Our support team handles the following types of issues:

a) General Inquiries

  • Questions about platform features
  • Information about listings and properties
  • Account and profile questions
  • Platform functionality guidance
  • Feature availability and pricing

b) Technical Issues

  • Website errors or bugs
  • Login or account access problems
  • Page loading or functionality issues
  • Browser compatibility issues
  • Device-specific technical problems

c) Listing Problems

  • Issues with property listing publication
  • Listing visibility or search problems
  • Image upload errors
  • Listing modification assistance
  • Property description help

d) Payment and Billing Issues

  • Premium feature payment questions
  • Billing inquiries for custom plans
  • Payment method issues
  • Invoice and receipt requests
  • Refund inquiries (handled per Refund & Cancellation Policy)

e) Complaints and Grievances

  • Complaints about other users
  • Property dispute complaints
  • Platform policy violations
  • Fraudulent activity reporting
  • Formal grievance filing

f) Copyright and DMCA Issues

  • Copyright infringement reports
  • DMCA takedown notices (see DMCA & Copyright Policy)
  • Content removal requests
  • Intellectual property concerns

g) Other Support Requests

  • Feature requests and suggestions
  • Feedback and reviews
  • Account deletion requests
  • Data access requests (per Privacy Policy)
  • Other miscellaneous inquiries

5. Support for Free vs. Premium Users

5.1 Free Listing Publishers

Publishers who list properties for free (without premium features) receive:

  • Access to basic support channels (email, phone, contact form, Telegram)
  • Response to support inquiries within 1 hour during business hours
  • Assistance with general technical issues and account problems
  • Limited support for listing problems
  • Access to complaint and grievance procedures

5.2 Premium Feature Subscribers

Publishers with paid premium features, featured listings, or custom promotional plans receive:

  • All support available to free users
  • Priority support with faster response and resolution times
  • Dedicated assistance for premium feature issues
  • Custom plan support and adjustments
  • Priority escalation to management and Grievance Officer

5.3 Support Response Priority

During periods of high support volume, premium subscribers receive priority in response order. Free user inquiries are handled as resources allow, but may experience longer response times.

6. Contacting Customer Support

6.1 How to Reach Support

To contact ZIIZ.IN customer support:

By Email:
Send your inquiry to: [email protected]
Include a clear subject line and detailed description of your issue

By Phone:
Call: +91 9188401978
Available: Monday-Saturday, 9:00 AM – 6:00 PM IST

By Contact Form:
Fill out the form on our Website
Provide all relevant details about your inquiry

By Telegram:
Send a message to our Telegram channel/bot
Response within 1 hour during business hours

6.2 Information to Include

When contacting support, please include:

  • Your full name
  • Email address or account identifier
  • Phone number
  • Clear description of your issue
  • Screenshots or documentation (if applicable)
  • Specific URLs or property listings (if relevant)
  • Any error messages received
  • Steps you have already taken to resolve the issue

6.3 Support Request Reference

When you submit a support request, you will receive a reference number or confirmation email. Save this reference for future follow-ups.

7. Support Process and Resolution

7.1 Initial Response

Upon receiving your support request, our team will:

  • Acknowledge receipt of your inquiry
  • Provide a reference number for tracking
  • Confirm receipt via the same channel you used
  • Estimate resolution time based on issue type

7.2 Issue Investigation

Our support team will:

  • Investigate your issue thoroughly
  • Identify the cause of your problem
  • Determine appropriate resolution or next steps
  • Keep you informed of progress

7.3 Resolution

We will:

  • Provide a solution or workaround
  • Implement necessary fixes for technical issues
  • Escalate complex issues if needed
  • Follow up to ensure satisfaction

7.4 Escalation

If your issue cannot be resolved by frontline support, it will be escalated to management, including potentially to our Grievance Officer (Sheen Paul, General Manager).

Escalation decisions are case-dependent and based on:

  • Issue complexity and severity
  • User complaint type
  • Policy violation status
  • Formal grievance requirements

8. Complaint and Grievance Handling

8.1 General Complaints

General complaints about the platform or services can be submitted through any support channel and will be:

  • Recorded and investigated
  • Addressed according to the type of complaint
  • Escalated if necessary
  • Resolved within reasonable timeframe

8.2 Formal Grievances

Formal grievances (structured complaints requiring documented response) should be submitted in writing to:

Email: [email protected]
Grievance Officer: Sheen Paul, General Manager
Phone: +91 9188401978

Formal grievances must include:

  • Clear statement of the grievance
  • Dates and details of the issue
  • Supporting documentation or evidence
  • Desired resolution or remedy
  • Your contact information for follow-up

8.3 Grievance Investigation and Resolution

Upon receiving a formal grievance:

  1. Acknowledgment: We will acknowledge receipt within 24 hours
  2. Investigation: Our team will investigate thoroughly (timeline: 3-7 business days)
  3. Resolution: We will provide a documented response and resolution plan
  4. Follow-up: We will follow up to ensure satisfaction

8.4 Different Complaint Types

Different types of complaints receive tailored handling:

  • User-to-User Disputes: Limited support; users must resolve independently
  • Technical Issues: Technical investigation and resolution
  • Billing/Payment Issues: Financial review and resolution per refund policy
  • Policy Violations: Investigation and enforcement per applicable policies
  • Copyright/DMCA Issues: Handled per DMCA & Copyright Policy

9. Self-Service and FAQs

9.1 Self-Service Resources

We encourage users to resolve issues independently using available resources:

  • Website tutorials and guides
  • Platform help documentation
  • Common issue FAQs (under development)
  • Knowledge base articles (planned)

9.2 FAQ Development

ZIIZ.IN is currently developing a comprehensive FAQ section that will address:

  • Account creation and management
  • Property listing procedures
  • Search and inquiry processes
  • Payment and premium features
  • Common technical issues
  • Policy questions and clarifications

This FAQ will be available on our Website once completed.

9.3 Recommended First Steps

Before contacting support, we recommend:

  1. Check the Website for existing information
  2. Review relevant policies (Privacy Policy, Terms of Use, etc.)
  3. Troubleshoot basic issues (clear browser cache, try different browser, etc.)
  4. Search for similar issues if FAQs become available
  5. Gather documentation before contacting support

10. Support Communication and Language

10.1 Primary Language

ZIIZ.IN provides support primarily in English. If you require support in another language, please indicate this when contacting us, and we will assist if possible.

10.2 Communication Method

We will communicate with you through your preferred contact method:

  • Email responses for email inquiries
  • Phone calls for phone inquiries
  • Telegram messages for Telegram inquiries
  • Responses via contact form for form submissions

11. Support Limitations and Disclaimers

11.1 What We Cannot Support

ZIIZ.IN support does not cover:

  • Disputes between Publishers and Enquirers (must resolve independently)
  • Third-party payment processor issues (contact your bank or payment provider)
  • Internet or ISP issues (contact your internet provider)
  • Browser or device compatibility issues (contact browser/device support)
  • Third-party services or integrations not provided by ZIIZ.IN
  • Legal or financial advice
  • Property valuation or inspection assistance
  • Real estate transaction guidance

11.2 Reasonable Limits

Support team members are not required to:

  • Provide legal advice
  • Conduct complex investigations beyond reasonable scope
  • Take actions violating our policies
  • Provide support outside business hours
  • Guarantee issue resolution within specific timeframe
  • Bypass policy requirements for individual cases

11.3 Best Effort Support

ZIIZ.IN provides support on a “best effort” basis. We do not guarantee:

  • Complete resolution of all issues
  • Response within specific timeframes during high-volume periods
  • Specific outcomes or remedies
  • Data recovery or restoration
  • System uptime or reliability

12. Data Storage and Privacy

12.1 Support Communication Storage

ZIIZ.IN stores support communications and conversations for:

  • Training purposes for support team improvement
  • Future reference for your account history
  • Quality assurance and performance monitoring
  • Legal compliance and record-keeping
  • Dispute resolution if necessary

12.2 Data Retention

Support communications are retained for:

  • Active issues: Throughout resolution process
  • Closed issues: Up to 1 year for reference
  • Legal hold: Indefinitely if required for legal matters

12.3 Privacy of Support Communications

All support communications are treated confidentially and:

  • Will not be shared with third parties without consent
  • Are used only for support, training, and internal purposes
  • Are protected by our Privacy Policy
  • May be reviewed by our team as needed

12.4 No Confidentiality Agreement

While we handle support communications professionally, there is no formal confidentiality or non-disclosure agreement regarding support communications unless specifically agreed in writing.

13. Feedback and Improvement

13.1 User Feedback

We welcome feedback about your support experience:

  • Suggestions for improvement
  • Comments on response time
  • Suggestions for new support features
  • General feedback about ZIIZ.IN

13.2 Feedback Submission

Feedback can be submitted:

  • Via email to: [email protected]
  • Through contact form on Website
  • By phone during support hours
  • Through any available support channel

14. Escalation to Grievance Officer

14.1 When Escalation Occurs

Your issue will be escalated to our Grievance Officer in cases of:

  • Unresolved complaints after initial support
  • Formal grievance filing
  • Policy violation complaints
  • Disputes requiring management decision
  • Complex or sensitive issues
  • User request for management review

14.2 Grievance Officer Contact

Name: Sheen Paul
Designation: General Manager
Email: [email protected]
Phone: +91 9188401978
Address: Ziiz India Technologies, Tezcher Building, Kalamassery, Kochi, India

14.3 Escalation Process

  1. Submission: Your complaint is submitted or flagged for escalation
  2. Review: Grievance Officer reviews your case
  3. Investigation: In-depth investigation (if needed)
  4. Response: Written response with resolution
  5. Follow-up: Confirmation of satisfaction

15. Support Quality and Performance

15.1 Service Level Goals

Our support team aims for:

  • 1-hour response time for all inquiries during business hours
  • Same-day resolution for common issues (where possible)
  • Courteous and professional communication
  • Accurate and helpful information
  • Continuous improvement of support services

15.2 Performance Monitoring

We monitor and track:

  • Response time accuracy
  • Issue resolution rates
  • Customer satisfaction
  • Support team performance
  • Common issue patterns

15.3 Continuous Improvement

ZIIZ.IN is committed to:

  • Improving support quality
  • Reducing response times
  • Expanding support resources
  • Developing FAQ and knowledge base
  • Training support staff regularly

16. Relationship to Other Policies

This Contact and Support Policy should be read in conjunction with:

17. Governing Law and Jurisdiction

This Contact and Support Policy is governed by the laws of India. Any disputes related to support or complaints shall be subject to the exclusive jurisdiction of courts located in Kochi, Kerala, India.

18. Changes to This Policy

ZIIZ.IN reserves the right to modify this Contact and Support Policy at any time. Changes become effective upon posting on our Website. Continued use of support services constitutes acceptance of updated policies.

We recommend reviewing this Policy periodically for updates.

19. Contact Information Summary

For quick reference, our support contact information:

Email: [email protected]
Phone: +91 9188401978
Contact Form: https://ziiz.in/contact/
Telegram: [Available on Website]
Hours: Monday-Saturday, 9 AM – 6 PM IST
Closed: Sundays and Indian national holidays

Grievance Officer:
Name: Sheen Paul
Position: General Manager
Email: [email protected]
Phone: +91 9188401978

20. Acknowledgment

By using ZIIZ.IN’s support services, you acknowledge that you have read, understood, and agree to this Contact and Support Policy. You understand our support hours, response times, limitations, and procedures.

Thank you for choosing ZIIZ.IN. We are committed to providing excellent customer support and addressing your concerns promptly and professionally.

END OF CONTACT AND SUPPORT POLICY

© 2025 Ziiz India Technologies. All rights reserved.
Tezcher Building, Kalamassery, Kochi, India
Email: [email protected] | Phone: +91 9188401978