Introduction

At AiFor Love, we highly value our users and are dedicated to ensuring a positive experience on AirFor.LOVE (the “APP”). We recognize that concerns or issues may arise, and we are committed to resolving them swiftly and effectively. This Complaint Policy explains the steps for users to report any concerns encountered while using our platform.

1. Customer Support

Our support team is available to help users with any issues or concerns. They are committed to providing timely and effective assistance, handling each case with professionalism, confidentiality, and impartiality.

Users may contact our support team regarding any issues with the APP or our services. We aim to address all concerns as quickly and thoroughly as possible.

2. Submitting a Complaint

To file a complaint, users can contact our customer support team at [email protected] or directly report issues through the “Contact” section in the APP.

3. Information to Include in the Complaint

To expedite the resolution process, users are encouraged to include the following details in their complaint:

• a. Full name and email address
• b. Description of the issue, with relevant details such as the date and time of occurrence
• c. Any supporting documents or screenshots, if available

4. Acknowledgment of Complaint

Once a complaint is received, our support team will send an acknowledgment within 24 hours via email.

5. Investigation and Resolution

We will conduct a thorough investigation of each complaint to understand the issue fully. Our aim is to provide a resolution within a reasonable timeframe. Some cases may require more time due to their complexity, but users will be kept informed of the progress and estimated resolution time.

6. Feedback and Follow-Up

After resolving the complaint, users will receive a summary of the investigation’s findings and any corrective actions taken. We may also request feedback on the resolution process to help us improve our services continually.

7. Escalation

If a user is dissatisfied with the resolution, they may request further review. To escalate, users should notify our support team within a reasonable timeframe, providing reasons for their dissatisfaction with the initial outcome.

Escalated cases are reviewed by individuals or teams who were not involved in the original complaint resolution. They will reassess the case and make a final decision. The user will be informed of the escalation outcome within a reasonable timeframe.