CUSTOMER SUPPORT POLICY

Last Updated: May, 2026

At athleto.in, we are dedicated to providing a premium, transparent, and high-efficiency customer care experience to match the quality of our sports nutrition and fitness gear. This Support Policy outlines our standard service commitments, contact channels, operational hours, and conflict resolution workflows.

By purchasing from our platform or reaching out to our team, you acknowledge and agree to the operational guidelines detailed below.

1. OFFICIAL SUPPORT CHANNELS

To ensure security, accuracy, and timely tracking of user queries, our customer service team communicates exclusively through the following official touchpoints. We do not guarantee responses to support inquiries sent via unverified third-party forums or direct social media messages.

• Email Support: info@athleto.in (Highly recommended for order updates, compliance queries, and payment tracking).

• Customer Care Line: +91 88606 06345 (Direct telephonic support for real-time order issues and immediate delivery escalations).

• Corporate Address: Athleto India LLP, E-02, Shardhapuri Phase-2, Delhi Haridwar Bypass Road, Sports City Meerut, Uttar Pradesh, 250001.

2. STANDARD OPERATIONAL HOURS

Our corporate support desk and customer care lines operate under standard business hours within Indian Standard Time (IST):

• Monday to Saturday: 10:00 AM – 6:00 PM (IST)

• Sundays & National Holidays: Closed (Email systems remain active; ticket sorting resumes the next business day).

3. RESPONSE TIME SLA (SERVICE LEVEL AGREEMENT)

We value your time and aim to handle all support tickets with swift precision:

• Email Inquiries: We strive to reply to all formal email tickets within 24 to 48 business hours.

• Telephonic Support: If our lines are busy due to high call volumes during peak hours, your call will be logged, and our team will attempt to initiate a callback within 4 business hours.

• Order Escalations: Queries regarding transit delays, lost packages, or payment failure verifications are handled as high-priority tickets and are resolved in coordination with our third-party logistics and payment gateway partners.

4. SHIPPING, DELIVERY, AND LOGISTICS SUPPORT

• Tracking Discrepancies: Once your order leaves our manufacturing or distribution center, tracking links are generated automatically. If your tracking data remains stagnant for more than 72 hours, please email your Order ID to our support team for an active investigation with our courier associates.

• Address Modifications: We can only modify shipping addresses, contact numbers, or names if the request is submitted within 2 hours of order placement. Once an order is processed or handed over to our logistics partner, modifications cannot be executed.

5. RETURN, REFUND, AND DAMAGE ISSUES

Due to strict safety, hygiene, and FSSAI regulatory guidelines governing consumable fitness formulations (such as Micronized Creatine Monohydrate), returns are subject to specific support protocols:

• Damaged or Missing Items: If you receive a jar with a compromised outer seal, a broken container, or a missing item from your bundle, you must report it to info@athleto.in within 48 hours of delivery.

• Mandatory Unboxing Video: To protect our operations against fraud and safely validate claims, an unedited, clear unboxing video showing the shipping label and the inner seal of the product is mandatory to process free replacements or partial refunds for transit damages.

6. PAYMENT AND BILLING ESCALATIONS

• Failed Transactions: If your bank account is debited but you do not receive an order confirmation layout from athleto.in, the payment is likely held in the banking intermediary channel. These funds are typically auto-reversed by your bank within 5 to 7 business days.

• Verification: For reassurance, you can email your digital payment receipt showing the transaction reference ID to our support desk, and we will manually check our payment gateway nodes to verify the order status.

7. FAIR USE AND SUPPORT PROFESSIONALISM

• Mutual Respect: Our customer care executives are trained to deal with issues empathetically and professionally. Athleto India LLP enforces a zero-tolerance policy against abusive, profane, or threatening language directed at our support team. We reserve the right to immediately terminate communication and permanently blacklist accounts demonstrating hostile behavior.

• Anti-Data Collection Guardrail: Any attempts to use automated scripts, scraping mechanisms, or data extraction tools to compile phone numbers, email responses, or internal ticket documentation from our support ecosystem is strictly forbidden and subject to platform access revocation.

8. POLICY UPDATES

Athleto reserves the right to adjust, modify, or update these customer support terms at any time to accommodate logistics platform updates or seasonal operational volume. All revisions are posted instantly to this layout.