Complaint Policy

1. Purpose

AfterDark aims to maintain a safe, respectful, and compliant platform. If you have a concern about content, user behaviour, or how the Service operates, this policy explains how to raise a complaint and what you can expect from us.

2. How to Contact Us

You can submit a complaint by email:

support@afterdark.ai
legal@afterdark.ai

If your complaint relates to legal or safety concerns, emailing legal@afterdark.ai may help route the issue faster.

3. What to Include

To help us investigate efficiently, please include:

• A subject line starting with [COMPLAINT]
• Your name and the email address linked to your AfterDark account
• A clear description of what happened (include dates/times where possible)
• Any relevant links, usernames, screenshots, or other supporting evidence
• What outcome you are seeking (for example: content removal, account review, clarification, or correction)

4. Acknowledgement

We will acknowledge receipt of your complaint and may request additional information if required to assess it properly.

5. Review Timeframes

We aim to review and respond to complaints within 7 business days. Some matters may take longer depending on complexity, safety risk, or if we need to gather further information. If more time is needed, we will try to keep you updated.

6. Possible Outcomes

Outcomes depend on the facts and may include:

• Content removal or modification if it breaches our Terms, Content Guidelines, or applicable law
• No action if the content or behaviour is compliant (we may still provide an explanation)
• Account measures such as warnings, feature restrictions, suspensions, or bans
• Technical or product support guidance where the issue is operational rather than policy-related

7. Escalation

If you believe your complaint was not handled fairly or you disagree with the outcome, you can request escalation by replying to the outcome email and explaining why. Where practical, escalation reviews will be handled by someone who was not the primary decision-maker on the initial review.

8. Safety and Legal Matters

AfterDark is based in Queensland, Australia. Where required or authorised, we may act consistently with Australian legal obligations and safety expectations. In rare cases involving serious risk or unlawful activity, we may preserve relevant records and/or disclose information to regulators or law enforcement where legally required.

9. Updates to This Policy

We may update this Complaint Policy from time to time to reflect operational changes, safety improvements, or legal requirements. The effective date above will be updated when changes are published.