CUSTOMER SUPPORT POLICY

Support Tiers, Response Standards, and Scope of Assistance

Effective: 26 March 2026 · Postflo (postflo.in) · Strux Digital Pvt. Ltd.

1. OVERVIEW

Strux Digital Private Limited ("Postflo") provides customer support to active subscribers of the Postflo platform as described in this Customer Support Policy ("Policy"). Support is provided by email and is subject to the service levels applicable to your Plan. This Policy sets out what support you can expect, how to raise a request, what is in scope, and the limitations of our support obligations. Support is available in English. Telugu-language support may be available on a best-effort basis.

2. SUPPORT TIERS BY PLAN

2.1 Solo Plan

• Channel: Email — support@postflo.in

• Response time target: 48 business hours from receipt of a complete support request.

• Coverage: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding Indian public holidays.

2.2 Studio Plan

• Channel: Priority email — support@postflo.in

• Response time target: 24 business hours from receipt of a complete support request.

• Coverage: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding Indian public holidays.

2.3 Trial Plans (3-Day / 7-Day)

• Channel: Email — support@postflo.in

• Response time target: Best effort only. No guaranteed SLA applies during a trial.

Response time targets are aspirational service standards, not contractual guarantees. Postflo shall not be liable for any loss arising from failure to meet response time targets.

3. SCOPE OF SUPPORT

3.1 In-Scope Issues

• Account access issues, including login failures and password reset.

• Tool errors producing unexpected results or failure to generate an Output for a submitted transcript.

• Subscription and billing queries, including invoice requests and payment status.

• Onboarding guidance and orientation to Platform features.

• Bugs or defects in the Platform that prevent normal use.

3.2 Out-of-Scope Issues

• Editing, fact-checking, or quality-reviewing AI-generated Outputs on your behalf.

• Issues caused by incorrect, incomplete, or corrupted transcripts submitted by you.

• Third-party service failures (YouTube, Anthropic API, payment gateways) outside Postflo's control.

• Requests to build custom features, integrations, or workflows not available on the Platform.

• General consulting, podcast strategy, or content advisory services.

• Issues arising from your use of the Service in violation of the Terms of Use.

• Issues related to non-compete investigations or legal enforcement matters — these are handled through legal@postflo.in.

4. HOW TO SUBMIT A SUPPORT REQUEST

All support requests must be submitted via email to support@postflo.in, using the registered email address of your Account. Each request should include:

• Your registered Account email address.

• A clear description of the issue, including steps to reproduce it where applicable.

• Any relevant error messages, screenshots, or screen recordings.

• The episode or transcript URL if the issue relates to a specific processing task.

• Your active Plan and the date the issue was first observed.

Incomplete support requests may result in delayed responses while Postflo seeks clarification.

5. POSTFLO'S RIGHT TO PRIORITISE

Postflo reserves the right to prioritise support requests at its sole discretion, including based on Plan tier, severity of impact, and business hours availability. Critical platform outages affecting multiple users will be treated as highest priority regardless of individual Plan tier.

6. LIMITATIONS AND DISCLAIMERS

Postflo provides support on a reasonable efforts basis and does not guarantee resolution of all issues within any specific timeframe. Support is subject to fair use. Postflo reserves the right to decline support requests that are abusive, unreasonable, or submitted in bad faith. Support obligations apply only to active paid subscribers with current payments. The limitation of liability in the Terms of Use applies fully to all support-related matters.

7. FEEDBACK AND IMPROVEMENT

Postflo uses support interactions to improve the Platform. By submitting a support request, you grant Postflo permission to use anonymised and aggregated content of that interaction to improve the Service. No personally identifiable information will be shared externally.

Postflo is a product of Strux Digital Pvt. Ltd. · postflo.in · Hyderabad, Telangana, India

Customer Support Policy — Postflo