Overview
At CharacterMarket.AI we value our users and strive to provide a positive experience. This Complaint Policy outlines how users can file complaints regarding issues encountered while using our platform and affiliated Services.
1. Customer Support
Our dedicated support team assists with concerns and complaints professionally, confidentially, and impartially. Contact us if you encounter issues or have inquiries about the Services.
2. Submitting a Complaint
File a complaint by emailing support@CharacterMarket.AI or using the Contact link at the bottom of the CharacterMarket.AI site.
3. Information to Include
- Your username, full name, and best email for replies.
- A description of the complaint, including date and time of the incident.
- Supporting documentation or screenshots, if applicable.
4. Documentation of Complaint Review Process
- Receipt & Acknowledgment: we acknowledge complaints within 24–48 hours with a reference number and handler name.
- Investigation: each complaint is reviewed, with additional information requested when needed.
- Decision-Making: a designated Complaints Officer or relevant team evaluates findings against applicable policies and law.
- Documentation: all steps from receipt to resolution are recorded.
5. Duration of Each Step
Overall resolution is targeted within 7–14 calendar days from receipt to outcome communication.
Complaints involving illegal content are escalated immediately; illegal content is removed as soon as identified and reviewed.
Complainants receive status updates. If resolution will exceed the stated timeframe, we explain the delay.
6. Escalation
If you are dissatisfied with a resolution, notify support within a reasonable timeframe with clear reasons. The case will be reviewed by staff not involved in the initial decision, and you will be notified of the outcome.
7–8. Charge-backs & Fraud Mitigation
We assist with transaction integrity through our third-party payment vendor. Payment processing follows payment card industry standards to prevent unauthorized transactions.