2.71

Complaint Policy

Last updated

This policy explains how to raise a complaint about 2.71, how we handle it, and what you can do if you disagree with the outcome. It applies whether or not you have an account, and it is the informal process that comes before formal dispute resolution under Terms of Service section 15.

1. Who can complain

You can file a complaint under this policy whether you have an account with us or not. This includes users, people who do not use the Service but are affected by something on it, and anyone acting on behalf of someone else with their permission.

2. What you can complain about

You can complain about:

  • content on the Service, including a character or Output;
  • a moderation or enforcement decision we made against your account, such as a block, a content removal, a suspension, or a ban;
  • a billing or Coins issue;
  • how another user has publicly represented themselves or their character;
  • how we handled a report or request you submitted to us; or
  • a privacy concern.

If you want to exercise a data-protection right, such as access to or deletion of your personal data, use the process in our Privacy Policy instead; we will still handle it promptly if you raise it here.

3. How to file a complaint

Email legal@271.dev. A subject line such as "Complaint," "Appeal," or "Content report" helps us route it quickly, but any clear description works. Please include:

  • the email address on your account, if you have one;
  • links or other identifiers for the content, decision, or transaction involved;
  • what happened, and when;
  • the outcome you are asking for; and
  • any evidence that supports your complaint, such as screenshots.

Complaints involving apparent illegal content or minors are prioritized ahead of other complaints.

4. Our process and timelines

We acknowledge complaints within 7 days. Complaints involving apparent illegal content, including content that may depict a minor, are actioned within 24 hours of verification. Other complaints are decided within 30 days; complex cases may take longer, and we will tell you if that happens.

A person reviews every complaint. We may ask you for more information to investigate it, and we may pause or restrict the content or account in question while we do.

5. Outcomes

We will tell you the outcome of your complaint: upheld, partially upheld, or rejected. Depending on the outcome, we may:

  • restore content or an account;
  • re-credit Coins where our error caused you to lose them;
  • correct a charge; or
  • take enforcement action against another account, such as removing content or restricting access.

We do not provide compensation beyond these remedies.

6. Appeals

If you disagree with our decision, you can appeal once per decision, within 30 days of receiving it. Email legal@271.dev with your original complaint and why you believe the decision was wrong. Someone who was not involved in the original decision will review it. The outcome of an appeal is our final internal decision.

If you remain unsatisfied after an appeal, you can pursue the dispute process in Terms of Service section 15. If you are a consumer in the European Union or United Kingdom, you may also raise the matter with your local consumer protection body or courts, as described there.

7. No retaliation, and misuse of this process

We will not penalize you for filing a good-faith complaint, even if we ultimately reject it. Abusive, harassing, or repeatedly bad-faith complaints are not good faith; we may decline to process them and may warn, suspend, or terminate the account that submitted them.

8. Confidentiality

We share the details of your complaint only with the people who need them to investigate and resolve it. If your complaint concerns another user, we may tell them the outcome, but we do not share your identity with them unless the law requires it.

9. Records

We keep records of complaints and how we resolved them for as long as needed for legal, safety, and evidentiary purposes, including to demonstrate compliance with this policy and to detect patterns of abuse.

10. Other ways to raise an issue

Depending on what your complaint involves, you may also be able to go directly to:

  • law enforcement, for content or conduct that may be criminal;
  • the National Center for Missing & Exploited Children CyberTipline, for content involving minors; or
  • your payment provider, though we ask that you contact us first; billing and chargeback issues are also covered in our Refund Policy.

Related policies: Content Removal Policy, Content Moderation Policy, and Refund Policy.

11. Contact

Questions about this policy, or complaints under it, go to legal@271.dev.