Complaint Policy

Date of Revision: February 15, 2026

At Kisschat.ai, we value our community and strive to provide a safe, positive experience. We understand that issues may arise, and we are committed to resolving valid concerns promptly, fairly, and confidentially. This Complaint Policy is part of our Terms of Service.

1. Customer Support

  • We have a dedicated support team ready to assist you with technical issues, billing errors, or violations of our Community Guidelines.
  • Email: support@kisschat.ai
  • Community: Our Official Discord Server (via the Support Ticket channel).
  • All inquiries are handled with strict professionalism and impartiality.

2. How to File a Complaint

  • Users may submit a formal complaint via email at support@kisschat.ai or by using the 'Contact Us' form directly on the Website.
  • Please include all required information (see Required Information section below) to ensure a prompt response.
  • Complaints submitted without sufficient information may be delayed or closed.

3. Required Information

FieldDetails
Username & EmailYour registered username and email address
Incident DescriptionA clear description of the incident, including dates and times
Supporting EvidenceScreenshots, transaction IDs, or chat logs (if applicable)
Complaint TypeSafety, billing, content, or account complaint

4. Acknowledgment

Upon receiving your complaint, our support team will send an acknowledgment of receipt to your email within 72 hours. If you do not receive an acknowledgment within this time, please check your spam folder or re-submit your complaint.

5. Investigation & Resolution

  • We conduct a thorough review of every formal complaint.
  • Timeline: We aim to resolve all standard complaints within 15 working days of receipt.
  • Complex Cases: If an investigation requires more time, we will notify you of the delay and provide an estimated date of completion.
  • All investigations are conducted impartially and in accordance with our Terms of Service and Community Guidelines.

6. Outcome & Feedback

  • Once our investigation is complete, you will receive a written response detailing the outcome and any actions taken (e.g., refunds issued, content removed, or bugs fixed).
  • We may also ask for your feedback on how the case was handled to help us improve our processes.

7. Escalation Process

  • If you are dissatisfied with the initial resolution, you have the right to request an escalation.
  • Procedure: Reply to the resolution email within a reasonable timeframe, clearly stating why you believe the decision was incorrect.
  • Review: The case will be re-assigned to a senior team member who was not involved in the initial decision.
  • Final Decision: They will conduct a secondary review and provide a final, binding decision.

If you have any questions or require further clarification, please contact us at: support@kisschat.ai