Welcome to huggable.ai ("we", "us", "our", "Service", "Webiste", "App", "Platform"), owned and operated by Jan Skwarczek huggable.ai — Andersa 35 00-159 Warsaw, Poland.
We understand that maintaining a positive and safe environment may sometimes require intervention. When a complaint is lodged, possible actions may include content removal, content retention if complaint, or other appropriate measures depending on the nature of the issue. Our commitment is to provide a fair resolution to ensure the ongoing integrity and enjoyment of our platform.
How to Submit a Complaint: You can submit a complaint by contacting our support team directly at team@huggable.ai. Please provide a detailed description of the issue, including any relevant dates, times, and other specific information (screenshots, usernames, chat exports etc.) to help us understand and address your concern swiftly.
Complaint Review Process: Upon receiving your complaint, our support team will acknowledge receipt within 24 hours. We will then conduct a thorough investigation to gather all pertinent facts and context. This process typically involves reviewing any interactions, communications, or content related to the complaint and may require us to contact you for additional information.
Resolution and Response: Once we have reached a conclusion, we will inform you of our decision and the actions that will be taken to rectify the issue. If the investigation is complex and requires more time, we will notify you of the delay, provide a reason for the delay, and give an estimated completion date.
Escalation and Further Action: If you are not satisfied with the resolution of your complaint, you may request an escalation. This means your complaint will be reviewed by senior management for further consideration. We aim to resolve escalated complaints within an additional 7 business days.
Confidentiality:> All complaints are treated with strict confidentiality and handled in a manner that respects the privacy of all involved parties. Information related to the complaint is shared only with those who need to know in order to effectively resolve the issue.
We continuously strive to improve our services and user experience based on the feedback and complaints we receive. Insights gained from complaint investigations help us identify and implement improvements in our platform policies, processes, and user interactions.