Complaint Policy
GeneratePorn is committed to providing users with a clear process for raising complaints concerning the platform, account decisions, payments, content, safety, privacy or other aspects of the Services. GeneratePorn is operated by LUST INNOVATION LTD.
1.Customer Support
Users may contact our support function with questions, concerns or complaints relating to GeneratePorn or its Services.
Complaints are handled with appropriate confidentiality, impartiality and care. We aim to address complaints promptly and proportionately to their seriousness and complexity.
2.Submitting a Complaint
Complaints may be submitted to:
Where an in-product reporting or contact function is available, users may also submit a complaint through that function.
3.Information to Include
To help us investigate efficiently, please include where relevant:
- your account email or other account identifier;
- a clear description of the complaint;
- relevant dates and times;
- transaction, generation, case or ticket identifiers;
- URLs or other information necessary to identify the issue; and
- supporting screenshots or documents where appropriate.
Do not send illegal content or child sexual abuse material as an attachment. Where such material is involved, provide only the information needed to locate or identify it safely.
4.Acknowledgement
We aim to acknowledge receipt of a complaint within 24 hours where a valid contact email is provided.
5.Investigation and Resolution
We will review the complaint and relevant account, technical, payment, moderation or safety information available to us. The time required will depend on the complexity of the matter and whether information is required from third parties such as payment processors or service providers.
We may request additional information where reasonably necessary to investigate or verify the complaint.
6.Outcome and Follow-Up
Where appropriate, we will communicate the outcome of our review and any action taken. Certain information may be withheld where disclosure would compromise security, privacy, fraud prevention, legal obligations or the rights of another person.
7.Escalation
If you are dissatisfied with the initial outcome, you may ask for the complaint to be escalated by replying to the case or contacting support@generateporn.ai and explaining why you believe further review is required.
Where reasonably practicable, an escalated complaint will be reviewed by a person who was not responsible for the original decision.
8.External Rights
Nothing in this Policy limits statutory complaint or redress rights available under applicable law.
Where the EU Digital Services Act applies to a complaint, users may also have the right to lodge a complaint with the Digital Services Coordinator in the Member State where they are located. In Ireland, the Digital Services Coordinator is Coimisiún na Meán.