Adorlyadorly.ai

Complaints Policy

Last updated: April 3, 2026

Overview

We are committed to resolving complaints fairly, transparently, and promptly. This policy explains how to file a complaint, what to expect during our review process, and how to escalate if you are not satisfied with the outcome.

How to File a Complaint

Send your complaint to [email protected] or [email protected]. Please include:

  • Your account email address or username.
  • A clear description of the issue.
  • Any relevant evidence (screenshots, URLs, dates).
  • The outcome you are seeking.

Types of Complaints We Handle

  • Moderation decisions: Material removal, account restrictions, or flagging decisions you believe were made in error.
  • Account actions: Suspensions, bans, or other enforcement actions.
  • Billing and payments: Subscription charges, token purchases, refund requests, or payout disputes.
  • Privacy concerns: Questions or complaints about how your data is handled.
  • Safety reports: Harassment, abuse, or harmful behavior from other accounts.
  • Service quality: Technical issues, feature concerns, or accessibility problems.

Review Process

  1. Acknowledgment: We will acknowledge your complaint within 48 hours of receipt.
  2. Investigation: A member of our team will review your complaint. All complaints are reviewed by a person, not solely by automated systems.
  3. Decision: We will provide an initial decision within 15 business days. If more time is needed, we will inform you of the reason and the expected timeline.
  4. Notification: You will receive a written explanation of our decision and any actions taken.

Escalation and Appeal

If you are not satisfied with the outcome of your complaint, you may request an escalation:

  • Reply to the decision email or write to [email protected] with "APPEAL" in the subject line.
  • Your complaint will be reviewed by a senior team member who was not involved in the original decision.
  • The escalation review will be completed within 10 additional business days.

External Dispute Resolution

If you remain unsatisfied after the internal appeals process, you have the right to refer your complaint to an external body:

  • For residents of the European Union: You may contact your national Digital Services Coordinator or an EU-certified out-of-court dispute settlement body, as provided under the Digital Services Act.
  • You may also file a complaint with the relevant data protection authority if your concern relates to personal data processing.

Record Keeping

We retain records of all complaints and their resolutions for a minimum of 12 months, in accordance with our obligations under applicable regulations.

Contact

Complaints: [email protected]
General support: [email protected]