An AEREN Enterprise
Official Dispute Resolution & Recovery Agency for , ,
Consumer Dispute Resolution Services Agreement

These terms and conditions (the "Terms") govern filing your online complaint with us against the merchant. Upon acceptance of terms of service by you on line and upon filing complaint with us online , you are agreeing to these Terms and you enter into a legally binding agreement with My Shikayat .com, a division of Aeren IT Solutions Pvt Limited ,head quartered at SCO 35,Sector 26, Chandigarh(" Aeren "). Do not file your complaint with us online if you are unwilling or unable to be bound by the Terms of service:

1. DEFINITION:
  • "Merchant: means the business entity against with complainant file the complaint for a dispute.
  • "You" means the individual or entity that files the complaint with Aeren online.
2. TERM:

This Agreement shall become operative immediately on its acceptance by the client online and shall remain in force till the completion of steps as prescribed in the plan chosen or the completion of time line prescribed for each plan or termination by either of the party, whichever is earlier.

3. AUTHORIZATION & RATIFICATION
  • You authorizes Aeren to resolve the dispute as stated in the complaints as per the plan chosen by you .
  • You authorize Aeren to contact merchant on your behalf and communicate with the merchant for resolution of complaint.
  • You promise to provide Aeren with copies of all necessary supporting documents and details of the complaint and any other such information and documents concerning the Merchant and dispute . Further, if Aeren requires any additional documents, Aeren shall promptly notify to you to provide the same.
  • You authorize Aeren to publish and/ or post complaints and/or the contents of the complaint in social media network or other Online Databases or Net based forum against merchant on your behalf and you will be responsible for all the consequences.
4. PURPOSE OF THE AGREEMENT

In accordance with the terms and conditions , Aeren shall perform all the steps as contained in the plan chosen by you regardless of any positive resoltions.

5. PLAN AND TIME LINE

You has chosen plan as stated in the Complaint form. The steps and Time line to be undertaken by Aeren are stated in the chosen plan .

6. OBLIGATIONS OF AEREN

Aeren agrees to respect the following provisions:

  • Aeren agrees to take all the steps as provided in the plan chosen by you
  • Aeren agrees to notify through email to you of any settlement offers received by Aeren.
  • Aeren shall have no authority to settle any dispute placed with it for its resolution for less than what mentioned in the complaint, without the express written authorization/ written consent from you.
  • Aeren agrees to obtain prior written consent from you before incurring expenses towards additional services and authorized out of pocket expenses.
  • All disputes that your merchant raises shall be promptly brought to you attention
7. YOUR DUTIES AND OBLIGATIONS

You agree to respect the following provisions:

  • You warrant the validity and authenticity of all the complaints filed with Aeren for their resolution and shall forward all original documentation to Aeren to prove the authenticity of your claims, when called for.
  • In case the You do not provide Information and documents as required within 2 days from the notification, then in that eventuality of not providing the information and documents, the complaint/claim shall be deemed to have closed forthwith .All the obligations of Aeren under this agreement shall cease in such situation for those complaints for which you do not provide Information and documents. However, you shall be under obligation to pay all outstanding fees within 3 days forthwith.
  • You shall provide the updated contact details of the Merchant and documents in support of your claim/relief. In the absence of not providing the latest contact details of merchant by you to Aeren within 3 days of filing the complaints or when you are notified to provide ,this agreement will cease in such situation for those complaints for which you do not provide Information and documents. However, you shall be under obligation to pay all outstanding fees within 3 days forthwith.
  • You shall report in writing immediately within 2 days about all the relief received or any understanding or settlements made by you with your merchant after the complaint is filed by the you with Aeren
  • You agree, undertake and confirm to ratify all the actions of Aeren in resolving the dispute.
  • You acknowledge that refund by merchant will be governed by the refund policy of merchant.
  • You will maintain full calm and peace.
8. CLOSURE
  • After completing of all the steps relating to dispute resolution as stated in each plan chosen by you, the complaint shall be deemed to have been closed or on the expiry of the stipulated period as specified in the plan whichever occurs earlier.
  • The complaint shall be deemed to have been closed off, in case you give the written instruction for its closure.
  • The claim shall be closed upon its resolution.
  • If the contact details of the merchant is found incorrect or merchant has changed its location or un-contactable due to reasons beyond the control of Aeren, the complaint shall be deemed to have closed off.
  • In case, you do not pay the fee to Aeren as per the plan chosen within 2 days of filing the complaint, this agreement will cease immediately with no obligations on the part of Aeren
  • In case, you misbehave or use indecent language or abusive language with the staff of Aeren, this agreement will cease immediately with no obligations on the part of Aeren
9. FEES, CHARGES, COST & REIMBURSEMENT AND THEIR PAYMENT
  • Aeren shall be entitled to receive fees and charges with service tax or any other applicable government taxes as per the plan chosen by you upon filing of complaint by you with Aeren.
  • Fee paid by you shall not be refunded by Aeren regardless of the fact that no dispute has been resolved by Aeren. However, in case you withdraw the complaint in writing with 3 days of filing the complaint with aeren, then Aeren will refund the fee.
10. NO GURANTEE

You fully acknowledge and agrees that Aeren does not guarantee to resolve the complaint and further acknowledge and agree that Aeren works on Best efforts Basis regardless of any positive results.

11. TERMINATION AND ITS CONSEQUENCES
  • Either of the parties can terminate this agreement through email or by delivering registered letter at the email ID or the address stated in the Notice clause.
  • If you have filed false or wrong or frivolous complaint or have misrepresented or omitted the facts, then this agreement will stand terminated as if such complaint was never filed.
  • In case, termination notice is filed by clients after 3 days of filing the complaint, Aeren will not be liable to refund the fee if any paid by client.
  • You shall be liable to pay all the outstanding dues with 2 days of termination.
12. Dispute
  • You fully agree that all your disputes with Aeren will be resolved amicably.
  • You fully agree that you will not go to the court or police to resolve your dispute with Aeren and the dispute will be resolved by appointing a sole arbitrator mutually.
  • You fully agree that you cannot claim the refund of the fee once paid to Aeren and you fully agree that you can claim the refund of fee only within 3 days of filing your compliant.
13. Refund of Policy
  • As per refund policy, you can claim the refund of fee paid to Aeren within 3 days of filing the complaint with Aeren.
  • You fully agree that after the expiry of 3 days of filing the complaint with Aeren you are not entitled to the refund of fee paid to Aeren.
  • You fully agree that you are not entitled to refund of fee paid to Aeren even if your complaint is not resolved by Aeren.
  • In case, complaint is resolved within 3 days of the filing of the complaint, you will not be eligible for refund.

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