Complaint Policy

1. What this policy covers

Use this policy when you want to complain about:

• a moderation decision affecting your content or your account (removal, suspension, restriction, demotion, refusal to act on a report);
• the handling of a report you submitted under the Content Removal Policy or the DMCA Policy;
• our handling of your personal data under the Privacy Policy;
• our compliance with the EU AI Act, the Digital Services Act, the GDPR, or other applicable law;
• any other interaction you have had with us about the Service.

2. How to submit a complaint

Send your complaint by email to legal@untolds.chatwith the subject line "Complaint". To let us respond quickly, please include:

• your name and a contact address;
• a clear description of what you are complaining about — the decision, the report, the data-handling event, or the conduct;
• any reference numbers, URLs, screenshots, or dates that help us locate the matter;
• what outcome you are seeking (for example: reinstatement of content, removal of content, correction of data, an apology, an explanation);
• whether you have already received a response from us on this matter and, if so, what it said.

3. How we handle complaints

• We acknowledge most complaints within 3 business days.
• We aim to provide a substantive response within 14 business days. Some complaints — particularly those that require independent review, legal analysis, or coordination with a third party — can take longer; we will tell you if that is the case.
• Decisions about content moderation, account actions, and rejected removal requests are subject to a meaningful internal review, including, where reasonably possible, review by a person other than the one who made the original decision.
• Where we have made a mistake, we will say so, fix it, and explain what changed.

4. Out-of-court dispute settlement (EU users, DSA Art. 21)

If you are an EU user dissatisfied with our resolution of a complaint about a content-moderation decision, you have the right under Article 21 of Regulation (EU) 2022/2065 (the Digital Services Act) to refer the dispute to a certified out-of-court dispute-settlement body in your member state. We will engage with such bodies in good faith, without prejudice to your right to bring proceedings before a court.

5. Data-protection complaints (GDPR)

Independently of this policy, you have the right under Article 77 of the GDPR to lodge a complaint with your national data-protection authority. A non-exhaustive list of contacts:

• Italy— Garante per la protezione dei dati personali (garanteprivacy.it);
• France— CNIL (cnil.fr);
• Germany— the supervisory authority of the relevant Land or the BfDI (bfdi.bund.de);
• Ireland— Data Protection Commission (dataprotection.ie).

For other EU/EEA jurisdictions, the European Data Protection Board maintains a directory at edpb.europa.eu.

6. AI Act complaints (Art. 85)

If your complaint concerns our compliance with the EU AI Act, you can contact us first at legal@untolds.chat and, in addition or instead, lodge a complaint with the national market-surveillance authority designated under the AI Act in your member state, under Article 85 of Regulation (EU) 2024/1689.

7. Bad-faith complaints

Submitting knowingly false or vexatious complaints — for example to harass a user, suppress lawful content, or extract a commercial advantage — is itself a breach of these policies and may result in refusal of further complaints from that sender, and in cooperation with authorities where required.

8. Confidentiality

We treat complaints in confidence to the extent reasonably possible. Where we need to share details with a third party to investigate (for example a reported user, a processor, or a regulator) we will share only what is necessary.

9. Contact

All complaints: legal@untolds.chat.