Last Updated: June 16, 2026
Effective Date: June 16, 2026
Operating Entity: Minovox Ed Tech Pvt. Ltd. (operating as “Encity”)
Platform Scope: Encity Web Portal (https://encity.in/) and Encity Mobile Application (Google Play Store Ecosystem)
1.0 PURPOSE AND SCOPE OF SUPPORT SERVICES
Encity, operated by Minovox Ed Tech Pvt. Ltd., is dedicated to maintaining a reliable, efficient, and accessible customer care environment. This Support Policy establishes the rules, operational procedures, communications frameworks, and target service level agreements (SLAs) governing technical and operational help services provided to our marketplace users.
This policy covers assistance with platform navigation, account setup troubles, service discovery features, billing queries for premium tokens, and listing management issues. It does not cover the physical performance or execution of local services arranged between End-Users and independent Service Providers.
2.0 SUPPORT TIERS & USER CATEGORIZATION
To optimize ticket resolution rates, our technical help desk separates support requests into two distinct tracks:
2.1 End-User (Consumer) Support
- Scope: Assistance with account registration, password resets, updating geolocation parameters, reporting listing inaccuracies, tracking upfront platform deposits, and uploading service reviews.
- Primary Channels: In-app help desk portal, integrated contact forms at https://encity.in/, and email routing.
2.2 Service Provider (Merchant) Support
- Scope: Troubleshooting business profile activation, uploading trade certifications, managing lead-generation packages, clarifying billing issues, correcting map pinpoint errors, and modifying operating hours.
- Primary Channels: Dedicated Partner Success Desk and telephonic support queues.
3.0 COMMUNICATIVE SUPPORT CHANNELS & AVAILABILITY
Users can reach out to our customer care team through the following official, monitored channels:
- Official Help Desk Email: support@encity.in
- Central Customer Helpline: +91 7905709650
- Online Contact Point: https://encity.in/
- Operational Hours: Monday through Saturday, from 10:00 AM to 6:00 PM Indian Standard Time (IST), excluding public and gazetted national holidays.
4.0 TARGET SERVICE LEVEL AGREEMENT (SLA) TIMELINES
While Encity strives to resolve all platform inquiries as quickly as possible, response and resolution windows may vary based on ticket volume and technical complexity. Our target timelines are structured as follows:
| Support Request Priority Level | Operational Definition & Examples | Target Response Window | Target Resolution Window |
| Priority 1: Critical System Issues | Total application crashes, payment processing bugs, or data security incidents. | Under 4 Hours | Within 24 Business Hours |
| Priority 2: Profile & Verification | Service Provider onboarding delays or document upload errors. | 12 to 24 Hours | 48 to 72 Business Hours |
| Priority 3: General Inquiries | General navigation questions or feature clarification requests. | 24 to 48 Hours | Within 5 Business Days |
5.0 REASONABLE USER BEHAVIOR MANDATE
Our support specialists are dedicated to providing polite, helpful assistance. In return, Encity requires all users to maintain professional, respectful decorum when engaging with our team.
We maintain a strict zero-tolerance policy for abusive language, shouting, profanity, personal insults, racist or derogatory remarks, or physical threats directed toward our support staff. The Company reserves the right to close support tickets immediately and suspend the accounts of any user who violates these behavioral standards.
6.0 STATUTORY GRIEVANCE REDRESSAL ESCALATION
If a technical support ticket or platform dispute is not resolved to your satisfaction through our standard customer care tiers, you possess the legal right to escalate the matter to our formal corporate grievance department under India’s Consumer Protection and E-Commerce regulations:
- Attn: Chief Grievance Officer
- Corporate Entity: Minovox Ed Tech Pvt. Ltd.
- Office Location: Padrauna, Kushinagar, Uttar Pradesh, India.
- Escalation Email Address: support@encity.in (Explicitly specify “Grievance Escalation” in the subject line)