Grievance Redressal

1. About This Grievance Mechanism

AOS Office operates across multiple service categories. Some services are delivered directly online, some involve remote assistance, and some intermediary or facilitation services may require physical participation, meetings, inspections, negotiations, documentation, or coordination with independent third parties.

Accordingly, the nature and method of grievance handling may differ depending upon the service concerned.

AOS will make reasonable efforts to examine genuine complaints fairly and communicate the status or outcome of the complaint based on the information reasonably available to it.

2. Services Covered by This Policy

This Grievance Redressal Policy may apply to concerns relating to services offered directly by AOS Office and, where applicable, services coordinated or facilitated by AOS.

3. Matters Involving Independent Third Parties

AOS provides several intermediary and facilitation services in which two or more independent parties may ultimately enter into discussions, transactions, contracts, appointments, purchases, professional engagements, or other arrangements.

In such cases, AOS may facilitate communication or introductions but may not control the independent conduct, performance, representations, pricing, availability, legal compliance, financial capacity, professional qualifications, or contractual obligations of the third party.

Where a complaint concerns the independent actions of a seller, buyer, broker, agent, transporter, healthcare provider, educational institution, consultant, lawyer, financial professional, travel provider, solar installer, elevator provider, matrimonial participant, or another independent service provider, AOS will examine the matter to the extent that it relates to AOS's own role.

Where appropriate, AOS may communicate the concern to the relevant participating party or advise the complainant to approach the party directly or use the appropriate statutory, contractual, regulatory, professional, or consumer remedy.

Step 1 — Identify the Service

Clearly mention the AOS service, website, department, service category, appointment, transaction, profile, enquiry, or intermediary assignment to which the complaint relates.

Step 2 — Explain the Concern

Describe what happened, when it happened, what service was requested, what was expected, and what you believe requires correction or review.

Step 3 — Provide Supporting Information

Where relevant, provide payment references, invoices, appointment details, email communications, screenshots, service references, quotations, documents, or other evidence reasonably necessary to understand the complaint.

Step 4 — State the Resolution Requested

Clearly state what you would like AOS to review or resolve. This may include correction of an error, clarification, service completion, account assistance, payment clarification, refund review, or another remedy available within the scope of the service and applicable policy.

Step 5 — Submit the Complaint

Complaints may be submitted through the official AOS contact channels published on this website.

For faster identification, please use the subject line: “Grievance Redressal – AOS Office”.

4. Official Grievance Contact

AOS Office accepts service-related grievances through its official communication channels.

5. Information to Include in Your Complaint

AOS recommends including the following information wherever applicable:

• Full name of the complainant.
• Contact email address and telephone number.
• Name of the AOS service concerned.
• Website or service portal concerned, if applicable.
• Order, appointment, profile, invoice, payment, or reference number.
• Date of service request or transaction.
• Clear description of the grievance.
• Relevant communications or supporting documents.
• Details of any previous communication with AOS.
• Specific resolution or assistance requested.

Please avoid sending unnecessary sensitive personal information. Only provide information reasonably necessary for AOS to identify and investigate the grievance.

6. Acknowledgement and Review

AOS will review complaints received through its official communication channels and, where sufficient information is available, attempt to acknowledge and assess the grievance within a reasonable period.

The time required to resolve a complaint may vary depending on its nature, complexity, documentation, involvement of third parties, technical investigation, financial verification, contractual arrangements, or other circumstances.

Where a complaint requires information from an independent third party, government department, bank, payment processor, professional, service provider, website host, technical vendor, or other external organization, the resolution period may depend partly upon that external party.

Where applicable legal or regulatory requirements prescribe a specific grievance-resolution period, AOS will follow the applicable requirement.

For consumer complaints falling within the scope of applicable Indian consumer protection or e-commerce requirements, AOS will follow the grievance obligations applicable to its actual legal status and service model.

7. Grievance Investigation Process

Depending upon the nature of the complaint, AOS may undertake one or more of the following steps:

8. Sector-Specific Grievance Handling

IT, Web Design & Software Services

Complaints may concern agreed specifications, implementation, technical assistance, maintenance, installation, website functionality, communication, or other services directly undertaken by AOS.

Business Facilitation & Networking

Complaints may concern introductions, communication, coordination, appointment arrangements, or agreed facilitation activities performed by AOS.

Real Estate & Property Mediation

AOS may review concerns concerning its own intermediary role, communications, introductions, or coordination. AOS cannot independently guarantee title, ownership, possession, valuation, approvals, construction quality, financial capacity, or contractual performance of independent property parties unless expressly undertaken under a separate written agreement.

Finance & Banking Facilitation

AOS may facilitate connections with financial institutions, consultants, or other professionals. Approval of loans, insurance, financial products, credit facilities, interest rates, or other financial decisions generally remains with the relevant institution or professional.

Healthcare Facilitation

AOS may facilitate connections with healthcare providers or related service providers. Medical diagnosis, treatment, prescriptions, professional decisions, and clinical outcomes remain the responsibility of the appropriately qualified healthcare professional or institution.

Travel & Hospitality

Complaints may concern AOS's own facilitation or coordination. Where the service is ultimately supplied by an independent hotel, tour operator, transport provider, visa consultant, or other third party, the complaint may also need to be directed to that provider.

Agriculture & Logistics

AOS may facilitate connections between farmers, buyers, traders, transporters, storage providers, consultants, and other parties. Product quality, quantity, delivery, pricing, transportation, storage conditions, and commercial obligations may remain subject to the independent agreement between the parties.

Education

AOS may facilitate connections with educational institutions, tutors, consultants, and training providers. Admission, certification, course quality, academic decisions, and institutional obligations remain with the relevant provider.

Legal & Consulting Services

AOS may facilitate introductions to lawyers, chartered accountants, consultants, compliance professionals, or business advisors. Professional advice and professional responsibility remain with the independent professional engaged by the client.

Energy, Solar & Elevator Services

AOS may facilitate enquiries, quotations, appointments, site visits, or connections with independent installers and service providers. Technical installation, statutory approvals, engineering decisions, warranties, and workmanship remain subject to the relevant provider and applicable agreement.

Matrimony Services

AOS may review complaints regarding registration, profile management, communication, service administration, or matchmaking-related assistance. AOS cannot guarantee the identity, character, financial position, intentions, conduct, compatibility, or future actions of an independent matrimonial participant beyond the verification procedures actually performed and expressly stated by the relevant service.

Astrology Services

Complaints concerning astrology services may relate to appointment handling, communication, service delivery, or administration. Astrology predictions and interpretations are provided as traditional or belief-based guidance and are not guarantees of future events or outcomes.

9. Grievances Concerning Refunds or Payments

If a grievance concerns a refund, cancellation, payment, duplicate payment, service charge, or billing issue, AOS will review the matter together with the applicable service terms and Refund Policy.

A refund is not automatically payable merely because a complaint has been submitted. Eligibility depends upon the service purchased, the stage at which cancellation occurs, work already completed, third-party costs, contractual terms, applicable law, and the specific circumstances of the case.

Where a payment was processed through a bank, payment gateway, card network, UPI provider, or other external payment service, processing timelines may also depend on that provider.

Please refer to the AOS Refund Policy for the detailed refund and cancellation framework.

10. Privacy and Confidentiality During Grievance Handling

AOS may need to collect and review certain information to investigate a grievance. Such information may include contact details, transaction references, service records, correspondence, documents, and other information reasonably necessary to process the complaint.

AOS will handle personal information in accordance with its applicable Privacy Policy and applicable data protection law.

AOS may disclose information where reasonably necessary for investigation, service administration, fraud prevention, dispute resolution, legal compliance, regulatory requirements, court orders, or other lawful purposes.

Complainants should avoid submitting unnecessary sensitive personal information through ordinary email, WhatsApp, or other communication channels.

11. Responsible Use of the Grievance Process

AOS welcomes genuine complaints and constructive feedback. However, the grievance mechanism must not be used for unlawful, abusive, threatening, defamatory, fraudulent, harassing, or deliberately misleading communications.

AOS may decline to process repetitive complaints that have already been fully addressed, complaints containing materially false information, or communications that are abusive or unrelated to an AOS service.

This does not prevent a person from exercising any legal or statutory right available to them.

12. Internal Escalation

An escalation request should mention the original complaint, date of submission, complaint or reference number if available, previous response received, and the reason the complainant believes further review is necessary.

AOS may conduct an additional internal review where appropriate.

13. External Legal or Regulatory Remedies

Nothing in this policy is intended to prevent a consumer, customer, client, or other legally entitled person from exercising a statutory right or approaching an appropriate court, consumer commission, regulator, authority, professional body, payment provider, or other competent dispute-resolution mechanism.

Depending upon the nature of the matter and the person's legal status, applicable remedies may include consumer dispute mechanisms, contractual remedies, civil proceedings, regulatory complaints, professional grievance mechanisms, or other remedies available under applicable law.

Indian consumer law provides statutory consumer dispute redressal mechanisms at District, State, and National levels, subject to the requirements and jurisdiction prescribed by law. :contentReference[oaicite:1]{index=1}

14. International Customers and Overseas Users

AOS may receive enquiries or provide certain online services to persons located outside India.

Where a service is provided to an international customer, applicable mandatory consumer protection, privacy, data protection, electronic commerce, or other laws may depend upon the customer's location, the nature of the service, the contracting parties, and the applicable legal framework.

AOS does not represent that every provision of every foreign jurisdiction applies to every service. Where mandatory applicable law provides rights that cannot lawfully be excluded, those rights will remain unaffected.

This policy should therefore be read together with the applicable service agreement, Privacy Policy, Refund Policy, Terms of Use, and any mandatory legal rights applicable to the particular transaction.

15. Governing Law and Jurisdiction

AOS Office is based in Tamil Nadu, India.

Subject to applicable mandatory law and the specific contractual terms governing a service, this Grievance Redressal Policy shall be interpreted in accordance with the laws applicable in India.

Subject to applicable law, disputes relating to AOS and its services shall be subject to the jurisdiction of the competent courts and authorities in Tamil Nadu, India.

Nothing in this provision is intended to exclude a mandatory jurisdiction, consumer remedy, statutory forum, or legal right that cannot lawfully be excluded by contract.

Need Assistance With a Complaint?

If you have a genuine concern regarding an AOS Office service, please contact us with sufficient details so that we can identify the matter and review it appropriately.

For appointment-based services, intermediary assignments, technical services, matrimonial services, astrology consultations, business facilitation, property-related services, or other specialized services, please mention the exact service concerned when contacting us.

Important Notice

This Grievance Redressal Policy describes AOS Office's internal approach to receiving and handling service-related complaints. It is not intended to limit any mandatory statutory rights, consumer rights, contractual rights, privacy rights, or other remedies available under applicable law.

AOS may update this policy from time to time to reflect changes in its services, operating procedures, technology, or applicable legal and regulatory requirements.

Users should refer to the latest version published on the official AOS Office website.