Delivery Policy
How AICOUNTLY delivers SaaS access and related services.
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Overview
- The Aicountly managed and operated by Aicountly Interactive Services Private Limited, with its registered address at 3069-B, Third Floor, Ajanta Enclaves, Sector-51D, Chandigarh - 160047 ("Aicountly", "we", "us," or "our,"). Through this platform, it, among other things, facilitates the sale of subscriptions to the Products offered by Aicountly.
- Together with the Terms, this delivery policy ("Policy") outlines our rules and practices for providing the access of Products ordered through the Aicountly platform.
- The Access to Aicountly Software services will be provided according to your requirements. Due care is taken while providing access to the software product if anything is left according to your requirements while providing the access to the product, please contact us by sending e-mail at support@aicountly.com
Terms of Delivery
- We provide a cloud-based Product in the form of software which do not involve any physical delivery. Software access will be fulfilled via separate email confirmation to the customer. The e-mail will include links to open & access and instructions on how to login.
- You accept to be bound by the terms of this Policy without change by choosing to use the Aicountly Platform and/or making a purchase on the Aicountly Platform. Every time you access the Aicountly Platform, we urge you to read and comprehend the terms of this Policy. You should not use, access, or conduct any transactions on the Aicountly platform if you disagree with the provisions in this Policy.
- Some purchased items may require us to issue you with a license key. We will contact you to collect the information regarding the host ID of the computer you wish the license key to be generated against.
- You understand and recognise that, despite our best efforts to provide you access to the Product promptly and within the time frame communicated to you, the access may be delayed due to:
- Bad Internet Connections/Network Issues
- Payment Issues
- Other unforeseeable circumstances.
- If there is a delay in providing you the access to the Aicountly Product, we will make a reasonable effort to notify you in writing via your registered email address and/or cellphone number. We disclaim all responsibility for any damages that may result from our failure to alert you to access delays for products you have purchased via Aicountly Platform. Furthermore, we are not obligated to make good on any claims that would otherwise result from delays in the providing the access to the Aicountly Products.
Customer Support
You can contact our customer support staff at the following information with any questions or issues you may have about the subscription of Products in accordance with this Policy at support@aicountly.comCall us at: +91 91 0037 0038 (10:00 AM to 6:00 PM, except Sundays and declared holidays)
Grievance Redressal
We handle questions and complaints in three levels. Start at Level 1; you can move to the next level if your complaint is not resolved in time or you are not satisfied with the answer. Every complaint gets a reference number, and we tell you the outcome in writing.
| Level | Contact | Timeline | When to use it |
|---|---|---|---|
| Level 1 Support Team | AICOUNTLY Support Team support@aicountly.com | Acknowledged within 24 hours; resolved within 7 days | Any question, problem or complaint. Raise a support ticket from Help & Support in manage.aicountly.com, or email us. |
| Level 2 Grievance Officer | Vikram Rana grievance@aicountly.com | Acknowledged within 24 hours; resolved within 15 days | If your ticket is not resolved within 7 days, or you are not satisfied with the resolution. Use Escalate on the ticket in Help & Support, or email with your ticket number. Complaints about personal data, content or the use of our Services may be sent to the Grievance Officer directly. |
| Level 3 Principal Nodal Officer | Rahul Gupta pno@aicountly.com | Acknowledged within 48 hours; resolved within 30 days | If the Grievance Officer has not resolved your complaint within 15 days, or you are not satisfied with the outcome. Use Escalate on the ticket, or email with your ticket and Level 2 reference. |
Postal address for all levels: Aicountly Interactive Services Private Limited, 3069-B, Third Floor, Ajanta Enclaves, Sector 51-D, Chandigarh – 160047, India.
To help us act quickly, include: the product or app, your registered email or mobile number, your ticket number (if any), what happened and when, and what you would like us to do. If we need more information we will ask for it; we do not close a complaint for missing details without telling you.
If you are still not satisfied after Level 3, you may approach the National Consumer Helpline (1915, consumerhelpline.gov.in) or, for complaints about your personal data, the Data Protection Board of India. See also how to raise a complaint.