RENEYCustomer Support

We are always eager to help you.

Effective Date: May 13, 2026

1. Our Commitment

Reney is committed to providing responsive, helpful, and transparent support to all Clients, Candidates, and Channel Partners. Our support team is here to assist with posting queries, candidate delivery updates, billing questions, technical issues, and any other concerns.

2. How to Reach Us

Email: hi@reney.ai

Email is the primary support channel. All support requests receive a confirmation within 2 business hours.

3. Support Hours

Monday to Saturday: 9:00 AM to 7:00 PM IST.

Sundays and public holidays: Limited support via email (responses within 24 hours).

4. Response Times

•Initial Acknowledgement: Within 2 business hours of receiving the support request.

•Standard Queries (billing, posting status, general questions): Resolved within 1 business day.

•Candidate Delivery Issues: Investigated and responded to within 24 hours.

•Refund Requests: Reviewed within 7 business days (see Refund Policy).

•Data Deletion / Privacy Requests: Processed within 7 business days.

•Technical Issues: Investigated within 24 hours; resolution timeline communicated based on complexity.

5. Escalation Path

If you are not satisfied with the initial support response, you may escalate your concern through the following path:

•Level 1: Support team (hi@reney.ai) — handles all initial queries and standard issues.

•Level 2: Head of Operations — for unresolved issues or service quality concerns. Request escalation by replying to your support thread with “Request Escalation.”

•Level 3: Founding Team — for critical unresolved matters. Escalation to this level is initiated by the Head of Operations based on case severity.

6. Feedback

We actively seek feedback to improve our services. After each support interaction, you may receive a brief feedback request. Your responses help us serve you better.

You may also share general feedback, feature requests, or suggestions at any time by emailing hi@reney.ai with the subject line “Feedback.”

7. Service Status and Updates

In the event of planned maintenance or unplanned platform downtime, Reney will notify active Clients via email. We aim to provide advance notice of at least 24 hours for planned maintenance windows.

8. What We Cannot Support

Please note the following falls outside the scope of Reney’s customer support:

•Negotiation of candidate salaries or offer terms on behalf of the Client.

•Legal advice regarding employment contracts or labour law.

•Reference checks or background verification (Reney’s scope is sourcing, screening, and AI interviewing).

For services outside our scope, we are happy to recommend trusted third-party providers where possible.