Complaint Policy

AI Labs B.V. operates redress.ai and maintains a formal process for addressing user concerns. This policy describes how complaints are submitted, investigated, and resolved.

Submitting Complaints

Users can file complaints by contacting customer support at hello@redress.ai or through the "Contact" section within the application itself.

Support Team

The company employs a specialized support team to assist our users with any concerns or complaints. Support interactions are handled with professionalism, confidentiality, and impartiality.

Required Information

When filing a complaint, users should provide:

Description with relevant details (date, time of incident)
Full name and email address
Supporting documentation or screenshots

Timeline for Resolution

Acknowledgment: Within 24 hours via email
Resolution: Within seven (7) business days
Illegal content: Removed immediately

Investigation Process

The company conducts thorough investigations and keeps users informed of progress. More complex cases may require extended timeframes.

Escalation

If dissatisfied with initial resolution, users can request escalation review by individuals not involved in the original complaint handling. The outcome is communicated within a reasonable timeframe.

Last Revised: January 31, 2024