Support Policy

We value your need for quality support, and this policy sets out what we support, how to reach us, when we are available, and what we commit to. It is an integral part of our Terms Of Service, and where it differs from them, they prevail.

What we support

We support you on:

• getting into your account, and signing in;
• billing, invoices, receipts and payments;
• your subscription, including what it covers and how to change or end it;
• installing and setting up a product or service we have given you;
• using a product or service we have given you, and what it does;
• defects in a product or service we have given you; and
• our own published policies, and how we handle your data.

We do not support third-party platforms. We will help you with our side of an integration with TradingView, your broker, your exchange or any other provider, but a question about that provider’s own platform, their account, their billing or their support is for them, not for us. We will point you to them rather than guess at an answer we cannot check.

How to reach us

• By e-mail, to support@t7wealth.com. This is the channel we answer on, and it is the one to use for anything that needs a written record from us.
• By telephone, on +91 8075364997. We do not run a telephone line for technical enquiries. That number is the published number of our Grievance Officer, so it is how you reach us to ask for help or to raise a grievance, and it is published in Section 14 of the Privacy Policy. To withdraw your consent or to ask for erasure we need it in writing, and we need to be satisfied the request came from you, so please e-mail us at support@t7wealth.com, and we will confirm by e-mail if we need anything further.
• On our community, which is linked from the Support menu and the footer. Other members help each other there, and we read it.
• On this site, which is often the fastest answer: the FAQs, the Study Circle and its videos, and the product pages themselves.

Our contact page is a page and not a ticket form. It carries our address, a map, and the e-mail and telephone links above. There is no form on it and nothing is filed from it, so please use e-mail if you want a written record from us.

When we are available

We are available Monday to Friday, 9:00 AM to 6:00 PM IST, excluding Saturdays, Sundays and public holidays, both national and Kerala state holidays.

You may send us a request at any time, outside those hours included, and it will reach us. A routine technical request that arrives outside working hours is picked up on the next working day, and the deadlines below run from the day it arrives, not from the day we open. A complaint is not held to that: the forty-eight hours and the one month in the next section run from the day it arrives, weekends and public holidays included.

What you can expect

A technical enquiry. We aim to answer routine technical enquiries within one working day. Some take longer, because the question is harder than it looked or because we need to reproduce what you are seeing.

A complaint. A complaint is not answered on a best-efforts basis. We acknowledge a complaint within forty-eight (48) hours of receiving it, and we redress it within one month of receipt. Those periods are required of us today, and they apply whether the complaint came by e-mail, by telephone or through your account. A report of a defect in a product or service we have given you, or of a service that has failed, is both a technical enquiry and a complaint, and it is handled on these periods rather than on the one working day above.

Weekends and public holidays do not pause those two periods. A complaint received on a Friday evening is still acknowledged within forty-eight hours and still redressed within one month of receipt. Where an answer cannot be met inside a period, we will tell you before the period ends, why, and when you will have it. Explaining a delay does not extend the deadline, and the one month is a commitment on us and not a target we are aiming at.

Every complaint gets a reference number in our acknowledgement, and that number stays the same for the life of the complaint, so you can quote it in any follow-up and we can find the history.

Escalation

If you have raised a complaint and you have not heard from us, or you disagree with our answer, you can escalate it. The Grievance Officer’s details are in Section 14 of the Privacy Policy, including a postal address for written complaints, and include your complaint reference if one has been issued, so we can find it at once. Not having a reference does not stop you complaining or escalating, because we can find your complaint from your name and your e-mail address.

Your rights are not conditional on anything we have done. You can complain to a consumer commission or any other competent authority at any time, and the same is true of a refund we owe you: if we have taken your money for something we have not delivered, that is dealt with under the Refund & Cancellation Policy and not here. Nothing in this policy limits any right or remedy you have under the Consumer Protection Act, 2019 or the Digital Personal Data Protection Act, 2023.

Support is included. Custom work is quoted separately.

Support on your account, your subscription, a product we have given you and its defects is included in what you have paid for, and we do not charge for it.

Work that is not support, such as a custom build, an integration written for you, or training, is quoted separately before we start it, and we do not begin it without your agreement to the charge. Buying support is never a condition of a complaint being heard or of a remedy we owe you being paid, and we will not hold either one back for it.

What to send us, and what not to send us

It saves a round trip if your first message carries:

• the e-mail address on your account, so we can find you;
• which product or service the matter is about;
• what you were doing and what happened, in a sentence or two; and
• a screenshot or the text of any error, where there is one.

Please redact anything financial in a screenshot, such as an account number or a partial card number.

Never send us a password, an OTP, a sign-in link, a passkey secret or an API secret. We will never ask you for any of them, and no message that asks for one is from us.

On the outcome

We will always try to resolve what you have raised, and we will tell you plainly where we cannot. We cannot promise every requested enhancement, every configuration, or every technical outcome, and there are requests we will decline.

What that does not mean is that we are excused from what we owe you. A refusal to build a feature is not a refusal of a refund, a complaint or a statutory remedy, and nothing in this paragraph limits a right or remedy you have under the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, or any other law.

Policy Modifications

We may change this support policy as and when we wish to do so. The procedure we follow while making such changes is set out under Modifications & Alterations in the Terms Of Service.

This policy was last modified on 21 Oct 2026.