Welcome to the Next mile commerce revolution

1. Availability and Channels

• Support Hours: Our customer support is available during 9 AM to 5 PM US local hours (subject to finalization).

• Multiple Channels: Customers can reach us through:

• In-app support messaging.

• Email at support@mavi.io.

• Help center available on our website.

2. Response and Resolution Times

• Response Time: We aim to respond to all customer inquiries within 24 hours.

• Resolution Time: Our goal is to resolve most issues within 48 hours. More complex issues might require additional time, but we will keep customers informed of the progress.

3. Handling Complaints

• In-Car and App Issues: Customers can report issues directly via the in-car system or companion app. We handle complaints such as incorrect orders, delays in order processing, and issues with pickup coordination.

• Refunds and Credits: If a customer encounters a problem with their order, they can request a refund or credit through the app or by contacting support.

4. Communication with Customers

• Order Updates: Customers will receive real-time updates on their order status via the app, including notifications when the order is ready for pickup.

• Proactive Communication: We proactively communicate any delays or issues with the customer's order and provide timely updates.

5. Quality Assurance

• Customer Feedback: After each order, customers are prompted to provide feedback on their experience. This feedback is critical for continuous improvement.

• Quality Checks: Regular audits of the in-car ordering system and app ensure that the services are functioning correctly and efficiently.

6. Privacy and Confidentiality

• Data Protection: Customer data is protected in compliance with relevant privacy laws. We ensure that all personal information is kept confidential and used only for service improvement.

7. Refund Policies

• Easy Refunds: If a customer experiences any issues such as incorrect orders or significant delays, they can easily request a refund through the app or by contacting customer support.

• Satisfaction Guarantee: We stand behind our service and aim to resolve all issues to the customer’s satisfaction.

8. Employee Training

• Comprehensive Training: All customer support representatives receive extensive training on our systems, products, and customer service best practices.

• Regular Updates: Training is updated regularly to reflect new features or policies.

9. Feedback and Continuous Improvement

• Feedback Collection: We gather feedback through in-app ratings and follow-up surveys to continuously improve our services.

• Actionable Insights: Customer feedback is analyzed to identify trends and areas for improvement.

10. Accessibility

Support for All Customers: While we currently offer support in English, we are committed to expanding our language options as we grow to better serve a diverse customer base.