Complaint Policy

Last updated: August 14, 2025

We aim to provide a safe, lawful, and respectful experience. This policy explains how to submit a complaint about the Services and how we handle, prioritize, and resolve complaints. It works alongside the Terms of Service, Privacy Policy, Underage Policy, Blocked Content Policy, Content Removal Policy, and DMCA Policy.

1. Scope

Use this policy to report issues such as prohibited content, safety concerns, moderation errors, privacy concerns, or other violations of our policies.

For copyright matters, use the DMCA Policy. For requests to remove content resembling a real person, see the Content Removal Policy. For billing, refunds, or cancellations, see the Terms of Service (Payments, Subscriptions & Credits/Tokens; Refunds & Cancellations; Dispute Process).

2. How to Submit a Complaint

Email: [email protected]

Include enough detail for us to locate and review the issue, such as:

  • your name and the email associated with your account
  • a clear description of the concern and what outcome you seek
  • relevant details (for example, dates and times, URLs or page paths, conversation or message IDs, and screenshots if available)

We may request additional information to verify your identity and to investigate.

3. Acknowledgment and Timelines

  • Acknowledgment: we aim to acknowledge complaints within 24 hours.
  • Investigation: we review facts, system logs, and policy standards. Complex cases may require more information from you.
  • Resolution: we typically resolve most complaints within seven days. If more time is required, we will let you know and provide periodic updates.

These targets are goals, not guarantees, and do not limit our rights under the Terms of Service.

4. Prioritization and Safety Escalation

Complaints involving imminent harm, underage concerns, or suspected child sexual abuse material (CSAM) are prioritized. We maintain a zero-tolerance policy for CSAM and report known CSAM to the National Center for Missing & Exploited Children (NCMEC) or appropriate authorities, consistent with the Underage Policy.

5. Possible Outcomes

Depending on our findings, actions may include:

  • no action if no violation is found
  • content removal or restriction
  • feature limits, temporary suspension, or account termination
  • referral to or cooperation with law enforcement where required
  • updates to filters or product safeguards

We may retain minimal records of the complaint and our actions as described in the Privacy Policy.

6. Appeals

If you believe we made a mistake, contact us at the address in Section 2 and explain why you disagree with the outcome. Include any new facts or context. Appeals are reviewed by a team member who was not responsible for the initial decision.

7. Billing And Chargeback Guidance

For billing questions, refunds, or cancellations, contact us at the address in Section 2 first. Our Terms of Service describe the refund window and the pre-chargeback dispute process. Filing chargebacks without contacting us may delay resolution and can lead to account restrictions as permitted by the Terms of Service.

8. Confidentiality

We handle complaints confidentially to the extent permitted by law and our policies. We may share information only as necessary to investigate, resolve the complaint, comply with law, or protect users and the Services.

9. Changes To This Policy

We may update this policy from time to time. The “Last updated” date shows when changes took effect. Where appropriate, material changes may be announced in the Services or by email.

10. Contact

Questions about this policy or submitting a complaint: [email protected].

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