Complaint Handling & Grievance Policy
Última atualização: · v2
Effective Date: December 12, 2025
At Fanchaty.ai, we care about our users and aim to provide a positive experience for everyone. We recognize that, from time to time, concerns or complaints may arise. This Complaint Policy explains how our users can report issues they encounter, how the review process works, and how resolutions are managed.
Under this policy, "Services" refers to Fanchaty.ai and/or all associated platforms, products, applications, and content.
1. Customer Support Fanchaty.ai has a dedicated support team established to address all user inquiries, requests, and complaints.
Our support team is committed to responding to all submissions in a fast, professional, and impartial manner.
Users may contact our support team regarding any issues or questions related to the Services.
All submissions are processed in strict adherence to the principles of confidentiality, respect, and transparency.
2. How to Submit a Complaint Users can submit their complaints by reaching out to us via email at: 📩 [email protected]
3. Required Information for Submission
To ensure the complaint process is conducted efficiently, users are highly encouraged to provide the following information:
a) The user's full name and registered email address.
b) A detailed description of the complaint, including the date and time the incident occurred.
c) Screenshots, documents, or any other supporting materials (if available).
4. Documentation of the Review Process
a) Acknowledgment of Receipt: Upon receiving a complaint, an acknowledgment of receipt will be sent to the user within 24 hours. This message will include a Complaint Reference Number and the name/department of the personnel handling the case.
b) Review: Every complaint is investigated thoroughly. This process involves analyzing the details of the complaint, gathering necessary data, and, if required, contacting the user for additional information.
c) Decision Process: Depending on the nature of the complaint, an evaluation is conducted by the authorized Complaint Officer or the relevant team. This evaluation takes into account the gathered information, internal policies, and legal requirements to reach a fair conclusion.
d) Documentation: All steps taken during the processing of the complaint are recorded, including dates, actions taken, correspondence with the user, and the rationale behind the final decision.
5. Timeframes
a) General Resolution Time: The total time from the receipt of a standard complaint to the communication of the final resolution will be a maximum of seven (7) calendar days.
b) Complaints Involving Illegal Content (Urgent Action): * Detection: If a complaint involves illegal content triggered by our prohibited keywords list, it is immediately escalated to the highest level.
Takedown: Upon verification of illegal content, the material is removed immediately. This process is executed rapidly in compliance with legal requirements and internal policies.
c) User Updates: Users are kept informed regularly throughout the process. If it is anticipated that the resolution will take longer than 7 days, the user will be provided with an explanation for the delay.
6. Escalation and Appeals Users who are dissatisfied with the outcome may request a review of the decision.
This request must be made within a reasonable timeframe.
The user is expected to clearly state the reasons for their dissatisfaction.
The case will be re-evaluated by independent team members who were not involved in the initial assessment.
The final outcome of the appeal will be communicated to the user within an appropriate timeframe.
7. Chargeback Policy Fanchaty.ai is committed to maintaining the integrity of its payment processes.
Unjustified, fraudulent, or malicious chargeback attempts are investigated meticulously.
Users identified as initiating unfair chargebacks may be blacklisted, and their access to future services may be permanently restricted.
We strongly advise users to contact our support team to resolve any payment disputes before initiating a chargeback with their bank or credit card provider.
8. Fraud Mitigation To ensure the security of payment transactions, the following measures are implemented:
PCI-compliant payment security standards.
Customer verification mechanisms.
Rapid investigation of suspicious or unauthorized transactions.
Temporary suspension of associated accounts in the event of suspected fraud.
Contact Us For any questions regarding this policy, please contact Fanchaty AI LTD (Company Number: 16983888) at: [email protected]