Complaint Policy
Yoyes (yoyes.ai) ("we," "us," or "our") operates the Service, an AI-powered image generation platform.
We value your feedback and are committed to providing a positive experience. This Complaint Policy explains how you can submit complaints or concerns about the Service and how we will handle them.
1. Scope
You may submit complaints regarding any aspect of the Service, including technical issues, billing disputes, content concerns, privacy matters, or general dissatisfaction.
2. How to Submit a Complaint
Please contact us via:
- Email: support@yoyes.ai (preferred for detailed complaints)
- In-Service support or reporting feature (if available)
Complaints can be submitted free of charge.
3. Information to Include
To help us resolve your issue quickly, please provide:
- Your full name and email address associated with your account;
- A clear description of the complaint, including relevant dates, times, and details;
- Any supporting evidence (e.g., screenshots, transaction IDs).
4. Acknowledgment
We will acknowledge receipt of your complaint by email within 3 business days.
5. Investigation and Resolution
We will investigate your complaint promptly and fairly. We aim to provide a substantive response or resolution within 14-30 business days, depending on complexity (as a small team). If the matter requires more time, we will inform you of the delay and provide an updated timeline.
You will receive a clear explanation of our findings and any actions taken.
6. Escalation
If you are not satisfied with our initial resolution, you may request escalation by replying to our response email within 30 days, explaining why you remain dissatisfied.
The complaint will be reviewed by a senior team member not involved in the original investigation. We will provide a final response within 14 business days of the escalation request.
7. Privacy and Confidentiality
All complaints are handled confidentially in accordance with our Privacy Policy.
8. External Options
If your complaint relates to personal data and you are in the EU, you may also contact your local data protection authority. For other matters, you retain your legal rights.
9. Contact Information
For complaints or questions about this policy:
Email: support@yoyes.ai