Complaint Policy

Operated by: INVAI LTD

Company registration number: HE 458964 (Republic of Cyprus)

Registered office: Strovolou 140, Strovolos, 2042, Nicosia, Cyprus

Website / Application: https://swipey.ai/

Complaints contact: [email protected]

Effective date: 01/08/2026

Version: 1.0

INVAI LTD is committed to handling complaints fairly, promptly and transparently. This Policy explains what you can complain about, how to submit a complaint, how quickly we respond, and how we investigate and resolve complaints — including the priority handling of reports about illegal or non-consensual content. It forms part of, and must be read with, the Terms of Service, the Content Moderation and Removal Policy and the other policies published on https://swipey.ai/.

1. Introduction and Scope

1.1 This Complaint Policy (the “Policy”) sets out how INVAI LTD (the “Company”, “we”, “us”, “our”) receives, handles and resolves complaints relating to application and web-site SWIPEY (the “Application” or “App”).

1.2 It applies to users and to any other person who wishes to raise a concern about the App, our content or our services. It works alongside the Content Moderation and Removal Policy, the Copyright / DMCA Policy and the Privacy Policy.

2. What You Can Complain About

You may submit a complaint about, among other things:

content you believe is illegal, harmful, non-consensual, or that depicts or appears to depict a minor;
content that infringes your intellectual property, likeness, privacy or other rights;
the conduct of the service, including moderation decisions, account suspensions or terminations;
billing, subscriptions, tokens, cancellations or refunds;
privacy or data-protection concerns (which are also handled under the Privacy Policy); and
any other aspect of your experience with the App.

3. How to Submit a Complaint

You can submit a complaint:

By email: [email protected]
In the App: via the “Contact” / reporting feature.

Complaints about illegal content may also be reported anonymously, although providing contact details helps us follow up.

4. Information to Include

To help us handle your complaint efficiently, please include where possible:

your name and contact details (unless reporting anonymously);
a clear description of the issue and what you would like us to do;
enough detail to locate any relevant content or account; and
any supporting information or evidence.

5. Acknowledgement and Response Timelines

5.1 We acknowledge complaints promptly, normally within 5 business days of receipt.

5.2 We aim to resolve standard complaints within 5 days. Where a complaint is complex and needs longer, we will tell you and keep you updated.

5.3 Complaints about illegal or non-consensual content are investigated and resolved as a priority, and within seven (7) business days, consistent with our Content Moderation and Removal Policy and the requirements of our payment partners.

6. How We Handle Complaints

6.1 Triage. On receipt, we assess the nature and urgency of the complaint and route it to the appropriate team.

6.2 Investigation. We review the relevant content, account activity, logs and any evidence, and take any interim measures needed (such as quarantining content) while we investigate.

6.3 Escalation. Where necessary, complaints are escalated through the Company’s compliance chain (Customer Support → Risk Control Head of Legal → CEO), in line with the Internal Policy.

6.4 Outcome. We decide on an appropriate outcome — which may include removing content, restoring content, account action, a billing adjustment, or no action where the complaint is not upheld — and notify you of the outcome where appropriate.

7. Urgent and Priority Complaints

7.1 Reports concerning the safety of a child, suspected CSAM, or non-consensual intimate content are treated as the highest priority and handled immediately.

7.2 Such content is removed and preserved, the responsible account is actioned, and the matter is reported to the competent authorities, in accordance with the Content Moderation and Removal Policy. There is no appeal in respect of CSAM determinations.

8. Content Takedown and Removal

8.1 Where a complaint identifies content that breaches our Terms, the Blocked Content Policy or applicable law, we remove, block or disable access to it in accordance with the Content Moderation and Removal Policy.

8.2 Illegal or non-consensual content is removed promptly and within seven (7) business days of a valid complaint. Where the law requires preservation (in particular for CSAM), content is preserved and reported rather than simply deleted.

9. Appeals and Review

If you are not satisfied with the outcome of your complaint, or if your content or account was actioned and you believe this was an error, you may request a review by contacting [email protected]. Reviews are conducted by a person not involved in the original decision, and we will notify you of the outcome. Review or reinstatement is not available where it is prohibited by law (for example, content involving minors).

10. Escalation to External Bodies

10.1 If we cannot resolve your complaint to your satisfaction, you may have the right to refer it to an external body, depending on the nature of the complaint and where you live.

Privacy / data-protection complaints: a data protection or privacy regulator in your place of residence.
Payment complaints: your bank or card issuer; we ask that you contact us first so we can try to resolve the matter and avoid a chargeback.
Consumer disputes: an applicable consumer dispute-resolution or ombudsman scheme where available.

11. Records, Confidentiality and Non-Retaliation

11.1 We keep records of complaints and their outcomes for audit and compliance purposes, retained in accordance with our Privacy Policy and Internal Policy.

11.2 We handle complaints confidentially, sharing information only as necessary to investigate and resolve them or as required by law. We will not penalise anyone for raising a complaint in good faith.

12. Changes to this Policy

We may update this Policy from time to time. The current version is published on https://swipey.ai/, and changes take effect on posting.

13. How to Contact Us

INVAI LTD

Registered office: Strovolou 140, Strovolos, 2042, Nicosia, Cyprus

Complaints contact: [email protected]

Website: https://swipey.ai/

Complaint Policy

Operated by: INVAI LTD

Company registration number: HE 458964 (Republic of Cyprus)

Registered office: Strovolou 140, Strovolos, 2042, Nicosia, Cyprus

Website / Application: https://swipey.ai/

Complaints contact: [email protected]

Effective date: 01/08/2026

Version: 1.0

1. Introduction and Scope

2. What You Can Complain About

You may submit a complaint about, among other things:

content you believe is illegal, harmful, non-consensual, or that depicts or appears to depict a minor;
content that infringes your intellectual property, likeness, privacy or other rights;
the conduct of the service, including moderation decisions, account suspensions or terminations;
billing, subscriptions, tokens, cancellations or refunds;
privacy or data-protection concerns (which are also handled under the Privacy Policy); and
any other aspect of your experience with the App.

3. How to Submit a Complaint

You can submit a complaint:

By email: [email protected]
In the App: via the “Contact” / reporting feature.

Complaints about illegal content may also be reported anonymously, although providing contact details helps us follow up.

4. Information to Include

To help us handle your complaint efficiently, please include where possible:

your name and contact details (unless reporting anonymously);
a clear description of the issue and what you would like us to do;
enough detail to locate any relevant content or account; and
any supporting information or evidence.

5. Acknowledgement and Response Timelines

5.1 We acknowledge complaints promptly, normally within 5 business days of receipt.

5.2 We aim to resolve standard complaints within 5 days. Where a complaint is complex and needs longer, we will tell you and keep you updated.

6. How We Handle Complaints

6.1 Triage. On receipt, we assess the nature and urgency of the complaint and route it to the appropriate team.

6.2 Investigation. We review the relevant content, account activity, logs and any evidence, and take any interim measures needed (such as quarantining content) while we investigate.

6.3 Escalation. Where necessary, complaints are escalated through the Company’s compliance chain (Customer Support → Risk Control Head of Legal → CEO), in line with the Internal Policy.

7. Urgent and Priority Complaints

7.1 Reports concerning the safety of a child, suspected CSAM, or non-consensual intimate content are treated as the highest priority and handled immediately.

8. Content Takedown and Removal

9. Appeals and Review

10. Escalation to External Bodies

10.1 If we cannot resolve your complaint to your satisfaction, you may have the right to refer it to an external body, depending on the nature of the complaint and where you live.

Privacy / data-protection complaints: a data protection or privacy regulator in your place of residence.
Payment complaints: your bank or card issuer; we ask that you contact us first so we can try to resolve the matter and avoid a chargeback.
Consumer disputes: an applicable consumer dispute-resolution or ombudsman scheme where available.

11. Records, Confidentiality and Non-Retaliation

11.1 We keep records of complaints and their outcomes for audit and compliance purposes, retained in accordance with our Privacy Policy and Internal Policy.

12. Changes to this Policy

We may update this Policy from time to time. The current version is published on https://swipey.ai/, and changes take effect on posting.

13. How to Contact Us

INVAI LTD

Registered office: Strovolou 140, Strovolos, 2042, Nicosia, Cyprus

Complaints contact: [email protected]

Website: https://swipey.ai/