Last updated: September 3, 2026
This policy explains how STH receives and routes product and technical support requests. It does not create a guaranteed repair time, onsite service commitment or free-service entitlement unless a written agreement states one.
Draft website policy for implementation. Replace all demonstration contact details, warranty periods, operational promises and company identifiers with verified STH information, then obtain review from a Bangladesh-qualified legal professional before publication.
Support channels
Use the relevant website form, published phone, email, authorized dealer or designated service point. Include model, serial, seller, vehicle, charger, symptoms and safety status.
Social-media comments or messages may not create a formal support or warranty record.
Triage
STH first reviews immediate safety risk, product identity, records and available evidence. Missing information may delay routing.
An active fire, severe electrical hazard or immediate threat must be handled through emergency services rather than waiting for a website response.
Remote guidance limits
Remote information may help identify a safe next step but cannot replace physical measurement or inspection for every fault.
Users remain responsible for stopping unsafe operation and not attempting work beyond their training.
Inspection and service
STH may direct the customer to an authorized dealer, technician or service location. The product, vehicle, charger and related system may need inspection together.
Appointment, travel, transport, removal, installation, parts and labour terms should be confirmed before service.
Warranty and chargeable work
Technical support and warranty are separate. A diagnosed issue may be covered, excluded, outside warranty or unrelated to the claimed product.
Chargeable work should be quoted or explained before proceeding where practical.
Data and records
STH may retain support records, photos, serials, diagnostic information and resolutions for service history, safety, fraud prevention and legal obligations according to the Privacy Policy.
Customer conduct
Customers must provide accurate information, follow safety instructions, communicate respectfully and not threaten, deceive or interfere with personnel or systems.
STH may limit abusive or fraudulent communication while preserving any mandatory legal rights.
Response and availability
Response times vary by channel, location, product, safety, complexity, working hours and parts availability. Only a written service-level agreement creates a fixed target.