Complaint Policy

Last modified [30/08/2024]

At BasedLabs AI, we prioritize a safe and compliant environment for all users. We strongly encourage users to report any content they believe might be illegal or violate our Terms of Service (TOS). Upon receiving a complaint, BasedLabs AI commits to conducting a thorough review of the reported content within the timeframe specified in this Complaint Policy.

Potential Outcomes

When you make a complaint, you can expect one of the following potential outcomes:

  • Content Removal: If the reported content is found to violate our TOS or applicable law, it will be promptly removed or modified as necessary.
  • Content Retention: If the reported content is deemed compliant with our TOS and applicable law, it will remain accessible on the Website or Services.
  • Other Actions: Depending on the severity or nature of the violation, additional actions such as warnings, user account suspension, or termination may be taken.

BasedLabs AI reserves the right to modify this Complaint Policy as needed and without prior notice to ensure alignment with applicable laws and enhance the user experience.

1. Customer Support

We have a dedicated support team to assist our users with any concerns or complaints. Our team is committed to providing prompt, effective, professional, confidential, and impartial assistance.

2. Submitting a Complaint

Users who wish to file a complaint can do so by contacting our customer support team through [email protected]

3. Information to Include in the Complaint

When submitting a complaint, please provide the following details:

  1. Your full name and e-mail
  2. Description of the complaint, including relevant details such as the date and time of the incident
  3. Any supporting documentation or screenshots, if applicable

4. Acknowledgment of Complaint

Upon receiving a complaint:

  • All reported complaints will be thoroughly reviewed by our dedicated team
  • We strive to address and resolve complaints within 7 (seven) business days from the date of receipt
  • We may contact you for additional information to better understand the nature of the complaint

5. Investigation and Resolution

  • We will conduct a thorough investigation into each complaint
  • Our goal is to provide a resolution within a reasonable timeframe
  • Some cases may require additional time for a comprehensive investigation
  • Users will be kept informed of the progress and expected resolution timeline

6. Feedback and Follow-Up

  • Users will receive feedback regarding the outcome of the investigation and any actions taken
  • We may seek user feedback on the resolution process to continuously improve our services

7. Escalation

If a user is dissatisfied with the resolution provided:

  • They may request further escalation within a reasonable timeframe
  • Users should provide clear reasons for their dissatisfaction with the initial resolution
  • The case will be reviewed by individuals or teams not initially involved in the complaint resolution process
  • They will reassess the complaint and reconsider the previous decision
  • The user will be notified of the outcome of the escalation within a reasonable timeframe