At Extatic Ai, we value our users and strive to provide a positive experience. We recognize that concerns or complaints may arise from time to time, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process by which users and third parties can submit complaints regarding https://extatic.ai and/or any of our online channels, platforms, products, or services, including all content contained therein ("Services").

1. Scope

This Policy applies to any complaint arising out of:

• Content that may violate our Blocked Content Policy, Community Guidelines, or other Policies;
• Content that depicts, or is alleged to depict, a real identifiable person without their consent (see also our Content Removal Policy);
• Privacy or data protection concerns;
• Copyright, trademark, or other intellectual property claims (see also our DMCA Policy);
• Billing, subscription, or refund issues;
• Any other conduct or content that may violate our Terms of Service, our Policies, or applicable law.

2. Submitting a Complaint

Complaints may be submitted:

• By email to [email protected]; or
• Via the "Contact Us" section within the Services.

To help us investigate promptly, please include: your full name and email address; a description of the complaint, including relevant details such as the date and time of the incident and, where applicable, a link to or identification of the specific content concerned; and any supporting documents or screenshots.

We accept complaints from users and from third parties, including individuals who are not registered users of the Services.

3. Complaint Handling Process

Acknowledgment. We will acknowledge receipt of each complaint within 24 hours. The acknowledgment will include a reference number and the identity of the team handling your complaint.

Investigation. Each complaint is investigated thoroughly. This includes reviewing the details of the complaint, gathering relevant information (which may include content logs and account records), and contacting the complainant for additional information or clarification where necessary.

Decision. Decisions are made by a designated complaints officer or competent team, applying our Policies and relevant legal requirements to reach a fair conclusion.

Resolution timeline. The entire handling process — from receipt of the complaint to communication of the outcome to the complainant — will be completed within a maximum of seven (7) calendar days. If the process requires additional time due to exceptional complexity, the complainant will be informed of the delay and the reasons for it, and will receive interim updates.

Documentation. Every step of the complaint process, from receipt to resolution, is fully documented, including dates, actions taken, communications with the complainant, and the reasoning behind the decision. Records of complaints, investigations, and resolutions are retained for compliance purposes.

4. Expedited Handling of Illegal and Non-Consensual Content

Illegal content. If a complaint concerns illegal content — including content flagged by our restricted-keyword controls — it is escalated immediately. Illegal content is removed as soon as it is detected and verified, without waiting for the conclusion of the full investigation.

Non-consensual intimate imagery (NCII). If a complaint alleges that content constitutes a non-consensual intimate depiction of a real, identifiable person, the content will be removed within 48 hours of receipt of a valid request, in accordance with applicable law (including the TAKE IT DOWN Act) and our Content Removal Policy. The content will be restricted from view immediately upon initial review while verification is completed.

CSAM. Any complaint concerning suspected CSAM is escalated to senior staff immediately; confirmed material is removed at once and reported to NCMEC or other appropriate authorities.

5. Outcome and Appeals

Following the investigation, we will inform the complainant of the outcome via the contact information provided. Outcomes may include removal of specific content, account restriction or termination, other corrective measures, or a determination that no violation occurred.

If the complainant disagrees with the resolution, they may request an escalation by replying to the outcome notification. The case will then be reviewed by individuals or teams not previously involved in handling the complaint, and the outcome of that review will be communicated within a reasonable timeframe. If a disagreement regarding the removal of content in which a person is depicted cannot be resolved through this process, we will allow the disagreement to be resolved by a neutral body.

6. Confidentiality and No Retaliation

All complaints are treated with professionalism, confidentiality, and impartiality. Personal information provided in connection with a complaint is handled in accordance with our Privacy Notice and applicable data protection laws. We are committed to ensuring that no retaliation occurs against any person who submits a complaint in good faith.

7. Chargebacks

To ensure the integrity of transactions, our payment processing team investigates all disputed charges thoroughly. If you have any uncertainty or concern regarding a charge, we encourage you to contact [email protected] before initiating a dispute with your bank, so that we can resolve the matter directly — including through refunds where our Refund Policy applies. Customers who initiate unwarranted chargebacks may be restricted from future use of the Services.

8. Fraud Prevention

We are committed to providing safe and reliable payment processing in accordance with payment card industry standards. To prevent unauthorized transactions, we apply customer verification measures and promptly review and investigate any suspected fraudulent activity.

9. Contact

If you have questions regarding this Complaint Policy, please contact us at [email protected] or via the "Contact Us" section within the Services.