Pleasur.ai is committed to providing a positive user experience and takes all complaints seriously. This Complaint Policy outlines our procedures for receiving, investigating, and resolving user complaints in a fair, transparent, and timely manner.
1. Customer Support
Our dedicated support team is available to provide prompt and effective assistance with any issues you may encounter while using the Services. All complaints are handled with professionalism and impartiality, regardless of the user's subscription status.
2. Filing a Complaint
You may submit a complaint through any of the following channels:
- Email: complaints@pleasur.ai
- In-app: Using the "Contact Us" or reporting features available within the platform
3. Required Information
To help us investigate and resolve your complaint efficiently, please provide the following information:
- Your full name and the email address associated with your account
- A detailed description of the issue, including the date and time of the incident
- Any supporting documentation, screenshots, or evidence that may help us understand the issue
- The outcome or resolution you are seeking
4. Review Process
Each complaint goes through a structured review process with full documentation at every stage:
- Acknowledgment: We will acknowledge receipt of your complaint within 24 hours and provide you with a reference number for tracking purposes
- Investigation: A thorough investigation will be conducted by our support team, which may include reviewing account activity, system logs, and relevant communications
- Decision: A designated member of our team will review the investigation findings and make a determination
- Communication: You will be informed of the outcome and any actions taken as a result of your complaint
5. Resolution Timeline
We aim to resolve all complaints within 7 calendar days from the date of receipt. This includes acknowledgment, investigation, and communication of the outcome. Complex cases that require extended investigation will be communicated to you with an updated timeline.
Complaints involving illegal content (such as CSAM or content involving minors) receive immediate escalation and priority treatment, including immediate content removal and, where appropriate, reporting to law enforcement.
6. Escalation
If you are not satisfied with the resolution of your complaint, you may request further review by escalating the matter to legal@pleasur.ai. Escalated complaints will be reviewed by a senior team member who was not involved in the original investigation. Escalation requests should be submitted within a reasonable timeframe of receiving the initial resolution.
7. Chargebacks
We encourage users to contact us directly before initiating a chargeback with their financial institution. We are committed to resolving payment disputes fairly and promptly. Users who engage in wrongful or fraudulent chargeback disputes may be subject to account restrictions, blacklisting from the platform, and potential legal action.
8. Fraud Mitigation
Pleasur.ai implements verification measures and actively investigates fraudulent activity to maintain the security and integrity of our payment processing systems. Suspected fraud may result in account suspension pending investigation.
9. Contact
For complaints or questions about this policy, contact us at complaints@pleasur.ai.