Grievance Redressal and Dispute Resolution

 

This Grievance Redressal and Dispute Resolution Policy describes the mechanism through which complaints, grievances, disputes, or concerns arising from the use of the digital ordering platform operated under the brand name AZTOZA, owned and managed by TUNELINK NETWORKS PRIVATE LIMITED, may be addressed and resolved. TUNELINK NETWORKS PRIVATE LIMITED is a company incorporated under the Companies Act, 2013 and having its registered office at 22/75, Nainiappan Street, Chennai, Chennai G.P.O., Chennai, Tamil Nadu – 600001, India. For the purposes of this policy, the expressions “Company”, “Tunelink”, “we”, “our”, or “us” refer to TUNELINK NETWORKS PRIVATE LIMITED and the expressions “Platform” or “AZTOZA Platform” refer to the digital ordering interface through which registered business clients may place commercial purchase orders for electronic products and electronic peripherals. The expressions “Client”, “User”, “Buyer”, or “Business Customer” refer to any registered business entity or authorized representative accessing or using the AZTOZA platform.

 

The Company is committed to maintaining transparent and efficient communication channels with its registered business clients and aims to address concerns or complaints in a fair and timely manner. Any grievance, complaint, dispute, or request for clarification relating to transactions conducted through the AZTOZA platform, including matters concerning order processing, shipment coordination, product quality issues, invoicing discrepancies, account access issues, or other operational matters, may be submitted to the Company through the official communication channels designated for grievance handling.

 

Clients may submit grievances in writing by contacting the Company through the official support email address contact@aztoza.in or other contact details provided on the AZTOZA platform. The complaint should include relevant details including the client’s registered business name, contact information, order or invoice reference numbers where applicable, a description of the issue being reported, and any supporting documentation or evidence necessary for the Company to review the matter effectively. Providing complete and accurate information will assist the Company in reviewing and resolving the grievance in a timely manner.

 

Upon receipt of a grievance or complaint, the Company shall acknowledge receipt within a reasonable timeframe and initiate an internal review of the matter. The Company may contact the client for additional information, clarification, or supporting documents where necessary. The Company shall make reasonable efforts to investigate the issue and communicate its response or proposed resolution within a commercially reasonable period depending on the nature and complexity of the grievance.

 

Where the grievance involves product defects, shipment issues, or order discrepancies, the Company may coordinate with relevant internal departments, logistics providers, or product manufacturers in order to verify the facts and determine an appropriate resolution. The Company may propose corrective actions including product replacement, issuance of credit notes, clarification of order details, or other commercially reasonable solutions consistent with the applicable policies governing the transaction.

 

The Company encourages clients to attempt resolution of any disputes through direct communication and good-faith negotiations before initiating any formal legal proceedings. The grievance redressal mechanism is intended to provide a structured channel for resolving operational and commercial concerns efficiently and with minimal disruption to ongoing business relationships.

 

If a grievance cannot be resolved through internal review and discussion between the Company and the client, the matter may be escalated to the appropriate management representatives of the Company for further review. Both parties are encouraged to make reasonable efforts to reach a mutually acceptable resolution through dialogue and negotiation.

 

In the event that a dispute remains unresolved despite reasonable efforts to settle the matter amicably, such dispute shall be governed by the laws of India. Any legal proceedings arising out of or relating to the use of the AZTOZA platform or transactions conducted through it shall fall under the exclusive jurisdiction of the courts located in Chennai, Tamil Nadu.

 

The Company reserves the right to update or modify this Grievance Redressal and Dispute Resolution Policy from time to time in order to reflect changes in operational procedures, legal requirements, or improvements to the grievance handling process. Updated versions of the policy shall be published on the AZTOZA platform and shall become effective upon publication. Continued use of the platform following such updates shall constitute acceptance of the revised policy.

 

Clients wishing to submit grievances, complaints, or dispute notices may contact TUNELINK NETWORKS PRIVATE LIMITED, the operator of the AZTOZA platform, by sending an email to contact@aztoza.in or by sending written correspondence to the Company’s registered office located at 22/75, Nainiappan Street, Chennai, Chennai G.P.O., Chennai, Tamil Nadu – 600001, India.