Allure AI is committed to maintaining a safe, respectful, and legally compliant platform for all users. We take all complaints seriously and aim to address any issues promptly and fairly. This Complaints Policy outlines how complaints are handled, the process for submitting complaints, and how users can expect their concerns to be addressed.

1. Types of Complaints

We welcome complaints related to any aspect of the Allure AI platform, including but not limited to:

Content Violations: Complaints regarding content that violates our community guidelines or legal requirements (e.g., illegal content, harassment, explicit or non-consensual behavior).

User Behavior: Complaints about inappropriate or disruptive behavior by other users, including harassment, abuse, or other misconduct.

Platform Functionality: Complaints related to technical issues or performance problems, such as bugs, crashes, or issues with access to the platform.

Customer Support: Complaints about the quality or response time of customer support services.

Privacy and Security: Complaints regarding the handling of personal data, privacy violations, or security concerns.

General Feedback: Any suggestions or feedback on improving the user experience, features, or services provided by Allure AI.

2. How to Submit a Complaint

Users who wish to submit a complaint can do so through the following channels:

In-App Support: Submit a complaint directly within the Allure AI platform using the support or contact feature. This allows us to address your concerns efficiently and maintain a record of the complaint for follow-up.

Email: Complaints can be sent via email to our support team at [email protected]. Please include as much detail as possible, including:

A clear description of the issue

Relevant screenshots or evidence, if applicable

The user’s account information (if related to a specific user or transaction)

Complaints Form: For more structured submissions, users can fill out a formal complaints form available on our website. This form asks for detailed information about the complaint and provides an easy way for users to submit their concerns.

3. Complaints Handling Process

Once a complaint is received, Allure AI follows a structured process to ensure it is addressed in a timely and fair manner:

Acknowledgment of Receipt: Upon submission, the user will receive an acknowledgment that their complaint has been received. This may take up to 24 hours.

Initial Review: The complaint will be reviewed by our support or moderation team to determine the nature of the issue. This may involve reviewing relevant content, interactions, or user history.

Investigation: If needed, a more thorough investigation will be conducted, including gathering additional information or evidence from all parties involved. This may also involve consulting with third parties, such as legal teams or authorities, for serious issues.

Resolution and Action: Based on the investigation, a resolution will be proposed. This may include:

Removal or modification of content

User account suspension or termination

Technical fixes or platform updates

Further training or corrective actions for involved parties

Notification: The user who filed the complaint will be notified of the outcome of the investigation and the actions taken. If a complaint cannot be fully resolved, users will be informed of the reasons for the decision.

4. Follow-Up and Continuous Improvement

Allure AI values feedback and continuously seeks to improve our platform. After a complaint is resolved, we encourage users to provide further feedback on the resolution process. We regularly review our complaints data to identify trends and implement improvements.

5. Escalation

If a user is not satisfied with the resolution provided by our team, they may request an escalation of their complaint to a higher level of management or a designated complaints officer.