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Support Policy

Effective Date: November 12, 2025
Company Name: ZhyDen
Address: 5555 Glenridge Connector, Suite 200, Atlanta, GA 30342
Phone: (470) 924-2422
Email: support@zhyden.com
Website: www.ZhyDen.com

1. Our Commitment to You

At ZhyDen, we are dedicated to providing every client and partner with exceptional service and reliable support. Whether you’re applying for funding, tracking your loan, or managing your merchant processing account, our Support Team is here to ensure your experience is efficient, transparent, and stress-free.

2. Support Hours

Our team is available during the following hours:
🕒 Monday – Friday: 9:00 AM – 7:00 PM (EST)
📅 Saturday: 10:00 AM – 3:00 PM (EST)
❌ Sunday & Federal Holidays: Closed

For urgent inquiries, you can still email support@zhyden.com or leave a voicemail. A team member will respond on the next business day.

3. Ways to Contact Support

You can reach our team through any of the following channels:

  • 📞 Phone Support: (470) 924-2422
  • 📧 Email Support: support@zhyden.com
  • 💬 Live Chat: Available via the bottom-right chat icon on our website during business hours
  • 🧾 Help Desk Portal: Submit tickets or check existing requests at support.zhyden.com (link placeholder for future use)

4. Response Times

We strive to respond promptly to all inquiries.
Type of RequestResponse Time Goal
General questionsWithin 24 hours
Loan or funding application supportWithin 24–48 hours
Technical issues (website or portal access)Within 4 business hours
Escalated or complex issuesWithin 1–3 business days
If a case requires additional investigation, you will receive regular status updates until it’s resolved.

5. Types of Support We Provide

ZhyDen’s Support Team can assist you with:

  • Questions about funding applications or eligibility
  • Status updates on active loan files
  • Help uploading or resubmitting required documents
  • Merchant processing setup or account questions
  • Technical support for your customer or partner portal
  • General inquiries about ZhyDen services, terms, or policies

6. Escalation Procedure

If you ever feel your issue isn’t being resolved in a timely or satisfactory manner:

  • Step 1: Request an escalation through the current support representative.
  • Step 2: The issue will be assigned to a Senior Support Specialist or Team Lead.
  • Step 3: If further review is needed, it will be escalated to Operations Management for final resolution.
  • We treat every escalation seriously and aim for fair, transparent resolutions.

7. Security and Verification

For your protection, our support agents may request to verify your identity before discussing account-specific details. You may be asked to confirm:

  • Full name and business name
  • Email or phone number on file
  • Loan or application ID number
  • The last four digits of your EIN or SSN (for verification only)
  • We will never ask for your full Social Security Number, password, or online banking credentials.

8. Feedback and Service Quality

Your feedback is vital to our growth. After resolving your case, you may receive a short satisfaction survey by email or text. We encourage honest feedback to help us improve the client experience.

9. Limitations

While we strive to assist with all client concerns, our Support Team cannot:

  • Guarantee loan approval or specific funding amounts
  • Modify underwriting or lender decisions
  • Provide legal, tax, or financial advice
  • Accept sensitive documents via unsecured email channels

For formal business or compliance matters, please contact compliance@zhyden.com.

10. Updates to This Policy

ZhyDen may update this Support Policy from time to time to reflect changes in processes, staffing, or technology. The date at the top of this page reflects the most recent revision.

11. Contact Us

For any support questions, please reach out:
ZhyDen – Client Support Team

📧 support@zhyden.com
📞 (470) 924-2422
📍 5555 Glenridge Connector, Suite 200, Atlanta, GA 30342

Depending on the state where your business is located and other attributes of your business and the loan, your business loan may be issued by a member of the ZhyDen partnerships. Your loan agreement will identify the lender prior to your signing. Loans subject to lender approval.
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ZhyDen® is a Registered Trademark. All rights reserved.

* Same Day Funding is only available in certain states, for term loans up to $100K. Eligibility window is Monday-Friday before 10:30am EST. If checkout is done before 10:30am EST, funds will be available by 5pm local time the same day. If checkout is done after 10:30am EST, or on a weekend or bank holiday, it will not qualify for Same Day Funding and funds will be deposited within 2-3 business days. Eligibility rules around creditworthiness and length of term loan apply.

Eligibility for the lowest rates is very limited, available only to businesses with the strongest creditworthiness and cash flows, and typically businesses that have shown an excellent payment history on prior loan products with ZhyDen. The average rate for term loans is 60.9% APR and the average rate for lines of credit is 52.6% APR. Averages are based on loans originated in the half-year ending March 31, 2023.