1. Introduction
This Support Policy outlines the guidelines and procedures for customer support provided by Reborn Trails ("we," "us," or "our") for users of our website ("Website"). We are committed to providing efficient and reliable support to ensure a positive experience for our users. This policy applies to all users accessing and utilizing our Website.
2. Support Channels
We offer support through the following channels:
a. Online Help Center: Our comprehensive Help Center provides a wealth of information, including frequently asked questions (FAQs), user guides, and troubleshooting instructions. Users are encouraged to search the Help Center for answers to their queries before reaching out to our support team.
b. Email Support: Users can contact our support team by sending an email to info@reborntrails.com
We strive to respond to all support inquiries within [48 hours], excluding weekends and public holidays.
3. Scope of Support
Our support team is available to assist users with the following:
a. Technical Issues: Assistance with technical problems related to accessing or using the Website, including error messages, account access, and website functionality.
b. General Inquiries: Clarification and guidance on general questions regarding property listings, account settings, payment processes, and other Website features.
c. Policy and Guidelines: Explanation of our policies and guidelines, including terms of service, privacy policy, and user conduct.
Please note that support does not cover legal advice, negotiation or mediation between users, or resolution of disputes between users.
4. Support Exclusions
Our support team does not provide assistance for the following:
a. Property-Specific Inquiries: While we facilitate property listings on our Website, we are not responsible for property-specific information, such as availability, pricing, or detailed amenities. Users should contact property owners or managers directly for such inquiries.
b. External Services: We do not provide support for third-party services or websites that users may access through our Website, such as payment processors, property management software, or external booking platforms.
c. Website Customization: Support is not available for customizing or modifying the Website's appearance, design, or functionality beyond the options provided within user accounts.
5. Support Response Times
We strive to respond to support inquiries promptly. However, response times may vary depending on the complexity of the issue and the volume of support requests we receive. Our target response time is within [48 hours], excluding weekends and public holidays. We appreciate your patience and understanding during peak periods.
6. Support Language
Our support services are primarily provided in [language(s)]. While we make every effort to accommodate users in other languages, we cannot guarantee support in all languages. In such cases, we may request users to communicate in a supported language or seek translation assistance.
7. Escalation Process
If a support issue remains unresolved or requires further attention, users can request escalation by contacting our support team and indicating the need for escalation. Our team will prioritize the request and provide additional assistance or escalate the issue to the appropriate department, if necessary.
8. Updates to Support Policy
We reserve the right to update or modify this Support Policy at any time. Changes will be effective immediately upon posting the revised policy on our Website. We encourage users to review this policy periodically to stay informed about our support guidelines and procedures.
9. Contact Information
For support inquiries or further information regarding our Support Policy, please contact us at info@reborntrails.com
By using our Website and accessing our support services, you acknowledge and agree to abide by the terms outlined in this Support Policy.
Thank you for choosing us. We are committed to providing excellent support to enhance your user experience.
Reborn Trails Support Team
