Complaints Policy

Last updated: January 15, 2025

1. Purpose

Defines the framework for receiving, investigating, and resolving user complaints related to EroPlay.ai's adult AI roleplay services, ensuring compliance with internal policies, user safety, and applicable laws.

2. Scope

Applies to all users, including free and Premium members, and covers:

• Inappropriate or prohibited content.
• Privacy or data misuse.
• Subscription or billing issues.
• AI behavior or technical performance problems.
• Breach of Terms, Privacy Policy, or other agreements
• Misconduct by EroPlay.ai representatives.

3. Submission

Complaints must be submitted via email to support@eroplay.ai and include:

• Name and contact email.
• Description of the issue, with relevant date/time.
• Screenshots or other supporting evidence.

4. Complaint Handling and Resolution

• Acknowledgment: Every complaint is acknowledged within 5 business days.
• Resolution Timeline: All complaints are investigated and resolved within 7 business days of acknowledgment.
• Investigation:
  • A support representative reviews the submission and validates all provided information.
  • Internal logs, moderation records, or payment data may be reviewed where relevant.
  • The representative determines corrective action or dismisses the claim if unfounded.
• Outcome: Written response sent to the complainant summarizing findings and actions taken.
• Finality: The decision provided after investigation is final and not subject to further internal review.

5. Content Removal Policy

EroPlay.ai enforces immediate removal of content that violates its Content Policy, Terms of Service, or legal requirements.

• Grounds for Removal: Content involving minors, real individuals, violence, harassment, or any other prohibited material.
• Process:
  • Once reported through support@eroplay.ai, the flagged content is temporarily hidden pending verification.
  • Support representatives review the material within 7 business days.
  • If confirmed to breach policy, the content is permanently removed.
  • Repeat or severe violations may result in account suspension or termination.
• Notification: The reporting user is notified upon resolution, and the uploader (if applicable) is informed of the enforcement action.
• Non-Compliance: Failure to comply with removal directives results in permanent service denial.

6. Standards

• All complaints handled confidentially and without bias.
• Reports involving illegal or high-risk material prioritized for immediate action.
• Abusive or false submissions disregarded after initial review.

7. Recordkeeping

All complaint and removal actions logged and stored for a minimum of two years for audit, compliance, and system improvement.

8. Review

This policy is reviewed annually or upon significant legal or operational change by ChatMist, operator of EroPlay.ai.