Digi Tools Mart
POLICIES

Support Policy

Last updated: August 15, 2026

1. Support Channels

For order-related support, contacting us from the email address used for the order helps verification.

Email: mail-digitoolsmart26@gmail.com
Phone / WhatsApp: +8801817082092
Address: Kandirpar, Cumilla 3500, Bangladesh

2. Support Hours

Saturday–Thursday, 10:00 AM–8:00 PM Bangladesh time, excluding closures or exceptional circumstances.

3. Response Target

We aim to provide an initial response within 1 business day during normal support periods. Complex technical, payment or third-party issues may take longer.

4. Purchase and Order Support

  • Order and payment-status questions.
  • Digital delivery or access issues.
  • Basic activation or licence information supplied with the product.
  • Help identifying products, plans or orders.
  • Review of eligible refund/replacement requests.

5. What Standard Support Does Not Include

Unless specifically included or purchased separately, standard support does not include custom development, extensive software configuration, server administration, custom coding, third-party account recovery, device repair or ongoing consulting.

6. Paid Service Support

Paid-service support follows the agreed scope, revisions, milestones and delivery terms. Additional work may require a new quotation.

7. Information We Need

  • Order number.
  • Email used for the order.
  • Product/service name.
  • Clear description of the issue.
  • Relevant screenshots or error messages.

8. Account and Security

Do not send passwords, full payment-card details or unnecessary sensitive credentials through normal support messages. Revoke temporary access after technical work is complete.

9. Third-Party Products and Outages

We will assist with issues within our reasonable control, but we cannot guarantee the availability, policies or response times of independent third-party providers.

10. Unsupported Requests

We may refuse support for unlawful activity, pirated software, attempts to bypass licensing/security, fraud, malware or requests outside the purchased scope.

11. Escalation

Complex cases may be escalated for verification, technical testing, payment-provider review or third-party communication.

12. Respectful Communication

Threats, harassment, spam, fraud attempts or abusive behaviour may result in restricted support access where lawful and appropriate.

13. Changes to This Policy

We may update this Policy as products, services, support channels or operating procedures change.

14. Contact Us

Email: mail-digitoolsmart26@gmail.com
Phone / WhatsApp: +8801817082092
Address: Kandirpar, Cumilla 3500, Bangladesh