Complaint Policy
We take complaints seriously and have a structured process for handling them.
What This Policy Covers
This policy covers complaints about:
- Content on the Services (in addition to our DMCA and Content Removal policies)
- User behavior or violations of our Terms
- Account actions taken against you (suspension, termination, content removal)
- Privacy or data protection concerns
- Service failures or billing issues
- Any other concern about how we operate
How to File a Complaint
Email legal@purelove.chat with:
- Your name and account email
- A clear description of the complaint
- Any supporting evidence (screenshots, URLs, transaction IDs)
- The outcome you are seeking
Our Response Timeline
- Acknowledgement: within 48 hours of receipt
- Initial response: within 7 business days
- Resolution: within 30 days for most complaints; complex cases may take up to 60 days with progress updates every 14 days
Internal Review
If you are dissatisfied with our response, you may request internal review by replying to our response within 30 days. Reviews are conducted by a different team member than the original handler.
External Recourse
After exhausting our internal complaint process, you may also:
- EU users: lodge a complaint with your national data protection authority (for privacy issues) or your national Digital Services Coordinator (for content issues under the DSA)
- UK users: complain to the Information Commissioner's Office (ICO) for privacy issues
- California residents: complain to the California Privacy Protection Agency
- All users: seek mediation, arbitration, or other dispute resolution as set out in our Terms of Service
We do not retaliate against users who file complaints in good faith.
Out-of-Court Dispute Settlement (EU Users)
In accordance with the EU Digital Services Act, EU users have the right to use a certified out-of-court dispute settlement body. We will provide information about available bodies upon request.
Contact
legal@purelove.chat
(to be updated upon company registration)