Complaint Management and Content Removal Policy
Last Updated: December, 2024
OnvoLabs LTD ("OnVo") is committed to maintaining a high-quality, respectful, engaging, and law-abiding platform where users can safely generate and interact with AI-generated characters. In order to uphold these standards and ensure efficient and effective processes, we have implemented the following policy for handling complaints.
1) Purpose. The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant's satisfaction. OnVo's aim is to ensure that its complaint handling process is user-friendly, effective, and efficient.
2) Scope. This policy applies to all complaints received by OnVo regarding the operation of the services or any content generated through its service that may be deemed problematic or in violation of OnVo's policies.
3) Reporting Concerns. Users who believe that an AI-generated character resembles a real person, or that any content on our services is in any way offensive, illegal, or in violation of OnVo's policies, are encouraged to report these concerns immediately to OnVo's support team at [email protected] so that we can review and take measures as needed. To ensure that we can address your complaint with the utmost efficiency and thoroughness, we kindly request that you provide us with a comprehensive description of the issue at hand. This should include specific dates, times, and instances when the problem occurred, as well as any pertinent documentation or evidence that could support your claim. Providing detailed information will significantly assist our support team in conducting a thorough investigation and achieving a satisfactory resolution.
4) Responsibility. The customer support team is responsible for managing the receipt, investigation, and response to all complaints. The team will maintain a complaint register and ensure that complaints are acknowledged, investigated, and resolved in accordance with this policy.
5) Complaints Receipt and Acknowledgment. Upon receipt of a complaint, the customer support team will:
- Acknowledge receipt of the complaint within five business days.
- Assign a unique identifier for the complaint for tracking purposes.
- Provide the complainant with information regarding the complaint handling process.
6) Review Process. Following receipt of a complaint, the customer support team will assess the complaint to determine its validity and identify a resolution. This process will involve:
- Verifying the authenticity and validity of the complaint. This may require the complainant to provide additional information.
- Determining whether the reported content violates OnVo's terms of service, content policies, or any applicable laws.
- Identifying potential remedies or actions to resolve the complaint, such as content modification, removal, or other corrective actions.
The team aims to resolve complaints within 10 business days of receipt. If a complaint requires more time to resolve, the complainant will be informed of the delay and the reasons for it.
- emoving the content from the platform;
- Adjusting the AI-generated character to no longer resemble any real individual (if applicable) or otherwise bring it into compliance with our policies;
- Suspending or terminating the relevant user accounts;
- Taking preventive measures to avoid similar issues in the future; and/or
- Taking legal action.
8) Communication. Throughout the complaint handling process, OnVo will, subject to applicable law, keep the complainant informed of the progress of their complaint, including any decisions made, the reasons for those decisions, and any actions taken or to be taken. Please note that, due to privacy and security reasons, specific details of the actions taken may not always be disclosed.
9) Appeals. Content creators who have their content removed or modified will be informed of the reasons for such actions and will have the opportunity to appeal the decision. Appeals must be submitted within 14 days from the date of notification, outlining reasons why the content should be reinstated or the modification reversed.
10) Policy Review and Update. This Complaint Management and Content Removal Policy will be reviewed annually to ensure its effectiveness and relevance to OnVo's services and user needs.
11) Changes. OnVo reserves the right to modify the contents of this policy at any time. Your continued use of the service following the posting of changes to this policy will mean you accept those changes
12) Feedback. OnVo welcomes feedback on its complaint handling process. Feedback can be provided through the same channels as complaints and will be used to improve the complaint management process.
13) Contact Information. For further information regarding this policy, please contact us at: [email protected]