Grievance Redressal Policy

Abroces Fintech Services Pvt Ltd

Updated On: May, 2026

Our Commitment

Every complaint at Abroces Fintech Services is treated as a direct signal—a genuine chance for us to fix something real. Whether you shop, list a property, post a job, or pay a bill through our website, afs.cool, you deserve to know that if something goes wrong, someone is accountable and a clear path to resolution exists.

This policy applies to all users of the afs.cool website and its associated services: Shop, Property, Motors, Jobs, Astrotalk, Services, Bill Pay, Prepaid Card, and Hotels. It sets out exactly how we receive, process, and close grievances—and what you can do if you feel our service has fallen short.

1. What You Can Raise a Grievance About

Any registered user or guest on Abroces Fintech Services may submit a complaint regarding the following:

• Orders: delays, fake dispatch updates, delivery failures, wrong items sent, or damaged and defective products.
• Payments: failed transactions, incorrect charges, refunds, and returns.
• Account & Privacy: unauthorized access, data concerns, or difficulty logging in.
• Vendor Conduct: unprofessional behavior, misleading listings, or non-fulfillment of services.
• Platform Experience: technical errors, inaccessible features, or content that violates our policies.

Apart from these categories, any other concern where you feel we have not met our stated standards can be brought to our attention without worry. We are here to serve, so please feel free to give us a knock.

2. How to Raise a Complaint

To build a sustainable path of action, we created our Trilogy-Complaint-System (T.C.S). Choose the path that is most convenient for you:

• EMAIL: Write to contactus@afs.cool, including your Order ID and registered phone number, along with a description, screenshots, or supportive documents for optimal support.
• PHONE: Call +91-7779837254, Monday to Saturday, 10:00 AM to 7:00 PM. Have your Order ID or account details ready when you call.
• ONLINE FORUM: Directly visit the link afs.cool/Contact Us and submit the grievance form. You will receive an acknowledgment ticket number within one hour, followed by immediate support.

-Within 24 hours of your complaint, our team will provide you with an acknowledgment receipt alongside the name of the person handling your case.

3. Resolution Timeline

-Apart from these, you can subscribe to our “weekly-bulk” or “daily-knock” programs for the best in-market follow-ups.

4. Grievance Officer

In compliance with the Information Technology Act, 2000, Payments and Settlements Systems Act, 2007, and the Consumer Protection (E-Commerce) Rules, 2020, we have designated a Grievance Officer with the authority to investigate and close complaints.

5. Escalation Path

While we would rather resolve things at the first point of contact, if our response does not satisfy you, here is what you should do:

• Step 1 - Primary Support: Our first course of action relies on our deep, data-backed “Chatbot System,” which is equipped with a vast amount of problem-based answers and automated resolutions.
• Step 2 - Front-line Support: Contact us through any of the manual channels listed in Section 2. Most issues are closed at this stage within the timelines detailed in Section 3.
• Step 3 - Grievance Officer: If you remain unsatisfied with the outcome from front-line support, email or call directly. Briefly state your website-generated original ticket number and explain the matter, including why the resolution provided in the previous step failed.

Our Standards

We hold ourselves to the following commitments for every grievance:

• Acknowledgement: We work 24/7 on processing feedback.
• No unexplained delays: If a deadline shifts, we will tell you exactly why and when it will be resolved.
• Impartial handling: Complaints against vendors are investigated strictly independently of our commercial relationships.
• Data protection: Complaint details are safeguarded by a proper Privacy Policy; zero data is stored with or shared to third-party places.
• Respectful communication: Every user is treated with complete courtesy, regardless of the nature or volume of their complaints.

This policy is subject to periodic review.

The version published on afs.cool supersedes all previous versions.

For any queries regarding this policy itself, write to contactus@afs.cool.