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Complaints Policy

Last updated: March 10, 2026

1. Introduction

This document outlines the HeyJenni Complaints Policy.

If you are a user of the HeyJenni platform, this policy forms part of your agreement with us under the HeyJenni Terms of Service.

HeyJenni provides an artificial intelligence powered conversational platform where users can interact with AI-generated characters, create fictional scenarios, and engage in storytelling or conversational experiences.

We take complaints seriously and are committed to addressing concerns related to:

  • platform functionality
  • billing and subscription issues
  • user conduct
  • harmful or prohibited content
  • moderation decisions
  • safety and policy compliance.

1.1 Scope

This policy explains how complaints can be submitted and how we handle them.

2. Who We Are and How to Contact Us

HeyJenni operates the website: https://heyjenni.com and related AI conversational services.

If you need to contact us regarding a complaint, you may do so at: hey@heyjenni.com

3. Interpretation

Unless otherwise stated, defined terms in this policy have the same meaning as in the HeyJenni Terms of Service.

For the purposes of this policy, Business Days means any day that is not:

  • Saturday
  • Sunday
  • or a public holiday in the United States.

4. Who Can Use This Complaints Policy

You do not need to have an account to submit a complaint.

This policy may be used by:

  • HeyJenni users
  • content creators
  • intellectual property rights holders
  • individuals affected by content on the platform
  • members of the public.

4.1 General Use

You may submit complaints about any issue related to the Platform.

5. Types of Complaints

Complaints may relate to:

  • Platform Content: harmful or inappropriate AI-generated content, user-generated prompts or characters, policy-violating content, copyright or intellectual property issues.
  • User Conduct: harassment, abusive behavior, platform misuse, attempts to circumvent moderation systems.
  • Technical Issues: service outages, platform errors, AI system malfunction, account access problems.
  • Billing and Subscription Issues: subscription charges, billing disputes, refund requests, payment errors.
  • Moderation Decisions: removed content, restricted features, suspended accounts.

6. How to Make a Complaint

To submit a complaint, please email: hey@heyjenni.com

Include the subject line: Complaint - HeyJenni Platform

Please include the following information where possible:

  • your name or alias
  • your HeyJenni account email or ID (if applicable)
  • your contact details
  • a clear description of the issue
  • relevant dates or timestamps
  • message IDs, URLs, or screenshots
  • subscription or transaction details for billing issues
  • the outcome or resolution you are seeking.

6.1 Detail Quality

Providing detailed information helps us investigate your complaint more efficiently.

7. In-Platform Reporting

Where available, users may also report content directly within the platform using reporting or moderation tools associated with:

  • chat messages
  • characters
  • profiles
  • other content.

7.1 Routing

Reports submitted through the platform are automatically forwarded to our moderation system.

8. How We Handle Technical Issues or Refund Requests

If a complaint relates to technical problems or billing issues, we follow these steps:

  • Step 1 - Acknowledgment: We acknowledge receipt within two (2) business days.
  • Step 2 - Investigation: We investigate by reviewing system logs, account activity, and transaction records; we may request additional information if needed.
  • Step 3 - Resolution: We aim to resolve technical or billing complaints within seven (7) business days.
  • Step 4 - Notification: We inform you of our decision via email or through the platform.

8.1 Potential Remedies

If the issue significantly affects platform usability, we may offer a refund, service credit, subscription adjustment, or other reasonable remedies.

These remedies are provided at our discretion and in accordance with our Terms of Service and Refund Policy.

If you disagree with our decision, the matter may be escalated for additional review.

9. Complaints About User Conduct or Content

If a complaint involves user behavior or content that may violate our policies, we follow this process:

  • Acknowledgment: within two (2) business days; in-platform reports may receive automatic confirmation.
  • Review: against our Terms of Service, Content Policy, Content Removal Policy, and Community Safety Guidelines.
  • Timing: reviews are typically completed within seven (7) business days; urgent safety concerns may be prioritized.
  • Investigation: may include conversation context, user history, and system moderation signals.
  • Enforcement: may include content removal, warnings, feature restrictions, account suspension, or permanent account termination.

9.1 Outcome Notification

We will confirm that appropriate action has been taken where applicable.

However, for privacy and security reasons, we may not disclose detailed enforcement actions taken against other users.

10. Appeals

If you believe a moderation decision or complaint outcome is incorrect, you may submit an appeal.

Appeals should include:

  • a description of the decision being appealed
  • any additional context or supporting evidence.

10.1 Appeal Submission

Appeals may be submitted to: hey@heyjenni.com

We will review appeals in good faith and respond within a reasonable timeframe.

11. Unjustified or Abusive Complaints

Users must not submit complaints that are:

  • intentionally false
  • abusive
  • malicious
  • submitted in bad faith.

11.1 Abuse Consequences

Submitting abusive complaints may result in warnings, suspension of reporting privileges, account restrictions, or account termination.

12. Cooperation With Authorities

HeyJenni may cooperate with law enforcement agencies, regulatory authorities, and legal proceedings.

Where legally required, we may preserve or disclose relevant data.

We may also act when necessary to prevent imminent harm or serious violations of law.

13. Policy Updates

We may update this Complaints Policy from time to time to reflect changes in law, improvements to platform moderation, and operational updates.

Changes take effect immediately upon publication.

We encourage users to review this policy periodically.

14. Contact Information

For complaints or questions related to this policy, please contact:

HeyJenni

Email: hey@heyjenni.com

Website: https://heyjenni.com