How To Complain
Send complaints to legal@lewdly.ai. Include what happened, when, and any account or transaction reference you have. You do not need an account to complain.
What We Handle Here
This policy covers complaints about content, moderation decisions, account actions, billing, and the conduct of anyone acting on our behalf including affiliates.
- Content complaints, where content should not be on the platform. Urgent categories are covered separately by the Content Removal Policy.
- Moderation complaints, where you believe a block or an account action was wrong.
- Billing complaints, including charges you do not recognise.
- Conduct complaints, including misleading promotion by an affiliate.
Response Times
We aim to acknowledge complaints within 2 business days and to resolve them within 14 days. Complaints involving a depiction of a real person or of a minor are handled immediately and are not subject to these timelines.
Appealing a Moderation Decision
If your account or a generation was blocked and you believe that was wrong, say so in your complaint and include the relevant detail. Automated moderation produces false positives, and a blocked generation is not by itself evidence of misconduct. Appeals are reviewed by a person.
Appeals are not available for content prohibited under the Underage Content Policy. That decision is final.
If You Are Not Satisfied
If our response does not resolve the matter, reply and say so, and it will be escalated for a second review. Where a complaint concerns a payment, you retain whatever rights you have with your payment provider regardless of this process.