Trust
Customer support and escalation
A marketplace is only as good as what happens when something goes wrong. Here is how to reach a human, what response times to expect, and how to escalate if we fall short.
Reaching us
- Email: info@visionaid.org - the fastest route. Include your order or inquiry reference (for example, AB-... for an inquiry or ABO-... for an order) if you have one.
- Contact form: Talk to us - every submission gets a reference number and lands with the operations team.
- Phone: (781) 333-5252 - leave a message and we will call back. Email is faster.
What to expect
- Acknowledgement within 1 business day for any support request.
- Order status questions: answered same or next business day, with your order's current pipeline stage.
- Deliverable concerns (something late, wrong or unclear in a report): a substantive response within 2 business days, and a named owner for the fix.
- Payment issues (charged but no confirmation, refund requests): treated as urgent - we investigate within 1 business day. Tara sandbox tests use test funds and do not create real charges. For an actual charge or refund issue, include your payment or order reference.
If a deliverable is late or wrong
- Tell us via email or the contact form with your reference number.
- We confirm the issue, give you a corrected timeline, and prioritise the fix - re-work caused by our error is always free.
- If we cannot make it right within the corrected timeline, you may request a partial or full refund for the affected work.
Escalation path
- First line: the operations team at info@visionaid.org.
- Not resolved in 3 business days? Reply to the same thread and ask for escalation so the team can arrange further review.
- Still not resolved? Vision-Aid leadership reviews every escalation weekly; you will receive a written resolution or explanation.
One more thing: our operations are run by AI agents, but support is not. A human reads, owns and answers every support request and escalation.