Customer Support Policy

01 Introduction

This Customer Support Policy describes how users can contact MONEYBACK for assistance with the website, account access, available plans, payments and other services offered through moneyback.live.

Our objective is to make support communication straightforward and to help users understand the steps needed to report and resolve common issues.

02 Available Support Channels

Users can contact MONEYBACK through the contact methods officially published on the website.

Additional channels, such as telephone, WhatsApp or live chat, should be treated as official only when they are expressly published on the MONEYBACK website.

03 Types of Support We Cover

You may contact our support team for assistance with:

• General website information and navigation.
• Registration, login and account access issues.
• Plan descriptions, pricing and eligibility questions.
• Payment confirmation and transaction-related issues.
• Refund and cancellation policy enquiries.
• Website errors, forms and technical difficulties.
• Profile information and account-related requests.
• Complaints and service-related concerns.
• Privacy and account-security concerns.

Support availability depends on the nature of the request and the information required to investigate it.

04 How to Contact Customer Support

For assistance, send an email to moneybacklive@gmail.com. Clearly describe your question or issue in the message.

Suggested email subject lines:

• Customer Support – Account Login Issue
• Customer Support – Payment Status
• Customer Support – Plan Enquiry
• Customer Support – Website Technical Issue
• Customer Support – Refund or Cancellation Query

You may also visit the Contact Us page for the available contact information.

05 Information to Include in Your Request

Providing complete and accurate information can help us understand your issue. Where relevant, include:

• Your name.
• Your registered email address or mobile number.
• A short description of the problem.
• The date and approximate time of the issue.
• Your order ID or transaction reference, if applicable.
• The plan or service related to your query.
• A screenshot showing the error, with sensitive details hidden.
• The action you have already tried and the help you need.

We may request additional information if it is reasonably necessary to verify your account or investigate the issue.

06 Response & Resolution Process

Support requests are reviewed according to their nature, urgency, available information and the involvement of any external service provider.

Our general support process may include:

1. Receiving your support request.
2. Reviewing the details and identifying the relevant issue.
3. Requesting clarification or supporting information, if required.
4. Checking relevant account, order or technical records.
5. Providing guidance, an update or the appropriate next steps.

We aim to respond within a reasonable period. However, a fixed response or resolution time is not guaranteed by this policy. Complex matters may require additional review.

07 Account & Login Assistance

If you cannot access your account, report the issue using your registered contact details. We may need to verify account ownership before making changes or sharing account-specific information.

For your protection, we will not ask you to send your password, OTP, UPI PIN, card PIN or other confidential authentication credentials by email.

Do not share login links or verification codes with anyone. If you suspect unauthorised access, notify support promptly.

08 Payment & Transaction Assistance

If your payment is pending, failed, duplicated or not reflected in your account, contact support with the available order ID, transaction reference, payment date and amount.

Payment status may need to be checked with the relevant bank or payment gateway. A payment screenshot alone may not be sufficient to confirm a successful transaction.

Please review our Payment Policy and Refund Policy for further information about payment verification and refunds.

09 Plans, Purchases & Service Queries

Before purchasing a plan or service, review its description, displayed price, eligibility requirements and applicable terms.

If you have a question about a purchase, provide the relevant plan details and order reference so that support can identify the matter.

Support communication does not change the published plan conditions unless an authorised change is formally confirmed.

Visit Pricing & Plans, Terms & Conditions and Cancellation Policy before making a purchase or cancellation request.

10 Website & Technical Support

If a page, form, dashboard or website feature is not working correctly, please provide:

• The page URL where the issue occurred.
• The device and browser you are using.
• A brief description of what happened.
• The exact error message, if one appeared.
• A screenshot or screen recording, if safe and relevant.

Please avoid including passwords, private account information or payment credentials in screenshots.

Technical issues may require investigation and may not be resolved immediately.

11 Privacy & Account Security

Information submitted to customer support may be used to respond to your request, verify account ownership, investigate issues and meet legal obligations.

We aim to restrict access to support information to authorised persons who need it to handle the request.

Never send the following information through ordinary support email:

• Passwords or account recovery secrets.
• OTP or verification codes.
• UPI PIN, ATM PIN or card PIN.
• Card CVV or complete payment credentials.
• Payment gateway secret keys or API credentials.

For details about personal information, please read our Privacy Policy.

12 Escalation & Unresolved Requests

If your issue remains unresolved, reply to the existing support email and request a further review. Include the earlier correspondence and any reference number.

For a formal complaint, you may follow the process described in our Grievance Redressal Policy.

Nothing in this policy prevents you from using any statutory consumer remedy, regulator channel or other legal process available under applicable law.

13 Support Limitations

Customer support can provide information and assistance relating to the services and website. It does not constitute legal, tax, investment or personalised financial advice.

Support staff cannot guarantee financial results, approve requests outside applicable policies or override legal and regulatory requirements.

Requests involving third-party banks, payment gateways, internet providers or other external services may depend on those providers’ processes and response times.

14 Changes to This Policy

MONEYBACK may revise this Customer Support Policy when support channels, services or applicable requirements change.

The latest version will be published on this page with an updated date. Users should review the policy periodically.

15 Official Customer Support Details

Please use the following published contact details for customer support enquiries.

Any additional telephone number, postal address or support hours should be relied upon only when officially published and verified on the website.