Complaint Policy
At TIMPLE.AI, we are committed to maintaining a safe and compliant environment for all users. We encourage users to report any content they believe may be illegal or in violation of our Terms of Use (TOU). This Complaint Policy outlines the process we follow upon receiving such complaints and the potential outcomes.
1. Customer Support
Dedicated Team: Our customer support team is equipped to handle inquiries and complaints, providing prompt and effective assistance.
Contact Information: Users can reach out to our support team via email at [email protected], via phone at (888) 900-9501 or through the “Contact” section in the APP.
Professional Handling: All inquiries are addressed with professionalism, confidentiality, and impartiality, ensuring that users' concerns are resolved promptly and fairly.
2. Submitting a Complaint
How to Submit: Complaints can be filed directly through our customer support email or via the “Contact” section within the APP.
Information Required: Users should provide their full name, email, a detailed description of the issue including the date and time, and any supporting documentation or screenshots that may assist in the investigation.
3. Complaint Acknowledgment
Receipt Confirmation: Upon receipt of a complaint, our support team will acknowledge it within 24 hours via email.
Review Process: Each complaint is thoroughly reviewed by our dedicated team, aiming to resolve issues within 7 business days. Additional information may be requested to fully understand the complaint.
4. Investigation and Resolution
Investigation: We conduct a detailed investigation into each complaint to ascertain the issue.
Resolution: Our goal is to resolve complaints effectively within a reasonable timeframe. Complex cases may require extended investigation, and users will be informed of the expected timeline.
5. Outcomes of a Complaint
Content Removal: If content is found to violate our TOU or applicable law, it will be removed or modified as necessary.
Content Retention: Content deemed compliant will remain on our platforms.
Additional Actions: Depending on the severity, we may issue warnings, or suspend or terminate user accounts.
6. Feedback and Follow-Up
Feedback: After a complaint is resolved, users will receive information about the outcome and any actions taken.
Improvement: We may seek feedback on the resolution process to enhance our services continually.
7. Escalation Process
Escalation Request: If unsatisfied with the resolution, users can request an escalation by providing reasons for dissatisfaction.
Review: The case will be reassessed by different team members or teams not initially involved, ensuring an impartial review.
Final Outcome: Users will be informed of the outcome of the escalation within a reasonable timeframe.
8. Policy Modifications
Updates: TIMPLE.AI reserves the right to modify this Complaint Policy as necessary to align with current laws and improve user experience, without prior notice.
This Complaint Policy is integral to our commitment to address and resolve user concerns swiftly and fairly, ensuring a respectful and compliant user experience. We value the trust and safety of our community and strive to continuously improve our response to user complaints.