Customer Support and Contact Policy

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

At EV Smart, we are committed to providing timely, transparent, and effective support to users of our mobility, parcel delivery, and EV charging related services.

This policy outlines how users can contact EV Smart for assistance, complaints, safety concerns, and service-related queries.

1. Contact Channels

Users may contact EV Smart through the following official support channels:

Email Support

Email: contact@evsmartcab.com

In-App Support

Support or complaint reporting features may also be available within the EV Smart mobile application depending on the service type or app version.

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

2. Support Scope

Users may contact EV Smart regarding:

Ride-related issues
Parcel delivery concerns
EV charging related issues
Payment and refund queries
Cancellation disputes
Account-related concerns
Technical issues within the app
Safety incidents or misconduct reporting
Emergency or SOS related concerns
Feedback and suggestions

3. Response Time

We generally aim to respond within 24–48 hours.

Actual response times may vary depending on:

Nature of the issue
Verification requirements
Operational workload
Complexity of the request
Availability of relevant records or service providers

Certain cases involving safety, fraud prevention, payment disputes, or legal matters may require additional investigation time.

4. Complaint Resolution

Complaints, disputes, and support requests are reviewed using available operational information including:

Trip records
GPS or tracking information
Parcel delivery records
Charging session information
Payment and transaction logs
Communication records

EV Smart reserves the right to make final decisions regarding disputes after reasonable review and verification.

5. Required Information for Support

To help us provide efficient assistance, users may be required to provide:

Registered phone number
Booking or transaction details
Parcel or charging session information (if applicable)
Screenshots or payment references (where applicable)
Clear description of the issue

Incomplete or inaccurate information may delay resolution.

6. Escalation Process

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

Escalated cases may undergo additional operational or compliance review.

7. Safety & Emergency Reporting

Users are encouraged to immediately report:

Unsafe behavior
Harassment
Fraudulent activity
Suspicious parcel activity
Emergencies or safety concerns

through available support or SOS channels.

EV Smart may cooperate with law enforcement or authorities where legally required.

8. Availability of Support

Support services are provided on a reasonable best-effort basis.

Unless explicitly stated otherwise:

Real-time support is not guaranteed
24/7 live support may not always be available
Response availability may vary depending on region, operational conditions, or service type

9. Abuse of Support Channels

Users must not misuse support channels by:

Sending abusive or threatening communication
Submitting fraudulent complaints
Impersonating others
Spamming support systems

Misuse may result in account restrictions or legal action where applicable.

10. Privacy & Communication

Support interactions may be retained temporarily for:

Quality assurance
Fraud prevention
Safety investigations
Dispute resolution
Legal compliance

Communication may occur through:

Email
In-app support systems
Phone communication
WhatsApp communication (where applicable)

11. Updates to Policy

EV Smart may update this policy from time to time.

Updated versions may be published within the app, website, or official communication channels.

Continued use of EV Smart services constitutes acceptance of the updated policy.

12. Contact Details

EV Smart Email: contact@evsmartcab.com

Website: https://evsmartcab.com