Complaint Policy

At Rolechar AI, we prioritize a safe and compliant environment for all users. We strongly encourage users to report any content they believe might be illegal or violate our Terms of Use. Upon receiving a complaint, Rolechar AI commits to conducting a thorough review of the reported content within the timeframe specified in this Complaint Policy.

Complaint Outcomes

  • Content Removal: If the reported content violates our Terms of Use or applicable law, it will be promptly removed or modified as necessary.
  • Content Retention: If the content is compliant with our Terms of Use and laws, it will remain accessible.
  • Other Actions: Depending on the severity of the violation, additional actions such as warnings, user account suspension, or termination may be taken.

Rolechar AI reserves the right to modify this Complaint Policy as needed and without prior notice to ensure legal alignment and enhance user experience.

1. Customer Support

We have a dedicated support team to assist with any concerns. Our support team provides prompt, effective assistance and manages inquiries professionally and confidentially. Users can contact us regarding issues with the Rolechar AI Website, App(s), or Services.

2. Submitting a Complaint

Users can file a complaint by contacting our customer support through Support or directly via the "Contact" section in the APP.

3. Information to Include in the Complaint

For efficient handling, please include:

  • User's full name and email
  • Description of the complaint, with relevant details such as date and time
  • Supporting documentation or screenshots, if applicable

4. Acknowledgment of Complaint

Upon receiving a complaint, our support team will acknowledge receipt within 24 hours via email. We aim to review and resolve all complaints within 7 business days. We may contact you for additional information to understand the complaint.

5. Investigation and Resolution

We will conduct a thorough investigation of each complaint. Our goal is to provide a resolution within a reasonable timeframe. Some cases may need additional time for comprehensive investigation. Users will be informed of progress and expected resolution timelines.

6. Feedback and Follow-Up

Once the complaint is addressed, users will receive feedback on the investigation outcome and any actions taken. We may seek feedback on the resolution process for continuous improvement.

7. Escalation

If dissatisfied with the resolution, users may request further escalation, providing clear reasons for dissatisfaction. Cases will be reviewed by individuals not involved in the initial process, and results communicated within a reasonable timeframe.

Last updated: August 14, 2025