Support Policy

1. Support Availability

Support is not available on all products. The availability, type, and extent of support depend on the specific product, its brand/OEM, and the terms applicable to it.

2. Support Channels

For eligible products, we provide support through the following channels:

• Online support (Video call) — guided assistance over a video call.
• Phone call — direct telephonic support.
• Remote support — assistance via remote access tools (where applicable and with your permission).
• WhatsApp — chat-based support and quick query resolution.

The most suitable support channel will be decided based on the nature of your issue.

3. Troubleshooting Support

For diagnostic troubleshooting, we provide assistance through Fixomotive Repair. This helps you with diagnostic guidance and resolving issues related to supported tools and procedures.

4. Scope of Support

Support, where available, may include:

• product setup, installation, and activation guidance;
• basic usage and operational help;
• software/diagnostic troubleshooting via Fixomotive Repair;
• guidance on warranty and replacement procedures (as per the Warranty Policy and Refund and Cancellation Policy).

Support does not cover:

• issues arising from misuse, unauthorised modification, or use of incompatible equipment;
• training or services not included with the product;
• problems caused by third-party software/hardware not supplied by us;
• vehicle repair decisions — diagnostic data is advisory only, and the final repair decision rests with the qualified technician.

5. Support Hours

Support is available during our working hours: Monday – Saturday, 11:00 AM – 6:30 PM IST. We remain closed on national and festival holidays. Requests received outside working hours or on holidays will be addressed on the next working day.

6. Response Time

We aim to acknowledge and respond to support requests as promptly as possible. Complex issues may require additional time or escalation to the manufacturer/OEM.

7. Customer Responsibilities

To help us resolve your issue quickly, please:

• provide your Order ID, registered mobile number, and product details;
• clearly describe the issue, with photos/videos where relevant;
• have the product and required accessories available during support sessions;
• grant remote access only when you are comfortable doing so.

8. Contact Us

To request support, contact:

CarTool India

• Email: contact@cartoolindia.com
• Phone / WhatsApp: +91-9109565095
• Address: BR/44 Baihar Road, Near Railway Crossing, Samvidhan Square, Balaghat, Madhya Pradesh 481001
• GSTIN: 23BVGPJ7366G1ZH

By purchasing from www.cartoolindia.com, you acknowledge that you have read and agreed to this Support Policy.