Complaints Handling Policy

Last updated 10 April 2025

1. Purpose
Ayora Technologies Limited (“Ayora”) is committed to delivering a straightforward and professional experience for all our customers. This Complaints Handling Policy outlines our approach to managing and resolving customer complaints in a timely, fair, and simple manner.

‍2. Scope
This policy covers all general complaints relating to our services, interactions, and non-technical matters.
Note: For any issues related to technical outages or service-level agreements (SLAs), please refer to the relevant SLA documentation.

‍3. How to Make a Complaint
Customers who wish to raise a complaint can do so by emailing:
📧 complaints@ayora.ai

‍Please include the following details where possible:
1. Your name and company
2. Description of the issue
3. When the issue occurred
4. Any relevant supporting information

‍4. What Happens Next
‍We aim to acknowledge your complaint within 3 business days of receipt.We will review the details and aim to provide a response or resolution within 10 business days.If further time is required, we will let you know and provide updates as needed.

‍5. Resolution and Escalation
We strive to resolve complaints at the first point of contact. If you are not satisfied with the outcome, you may request for the matter to be escalated internally. Escalations will be handled by a senior team member not previously involved in the complaint.

‍6. Our Commitment
‍We treat all complaints seriously and fairly.We use feedback to improve our services and processes where appropriate.We aim to keep this process as simple and efficient as possible for everyone involved.

‍7. Record Keeping
Ayora maintains a record of all complaints received and their outcomes to monitor trends and identify areas for improvement.