Complaints and Content Removal Policy

At YoSpot we value our users and strive to provide a positive experience. We understand that concerns or complaints may arise from time to time, and we are committed to addressing them promptly and effectively. This Complaints and Content Removal Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.

YoSpot AI and/or any of our online channels, affiliated websites to which you may be redirected from YoSpot AI, platforms, products or services, including all content contained therein are referred to herein as "Services."

We have a dedicated support team to assist our users with any concerns or complaints.

Our support team is committed to providing prompt and effective assistance. Users can contact our support team should they come across any issues or have inquiries regarding our Services.

All inquiries are managed by our support team with professionalism, confidentiality, and impartiality. We are committed to addressing our users’ concerns promptly and to the best of our abilities.

Anyone, including a person without an account or a person depicted in content, may report illegal or non-compliant content, request content removal, or submit any other complaint by contacting our customer support team through [email protected], or via the “Contact Us” area in the Services.

When submitting a complaint, users are encouraged to provide the following details to help us investigate and address the issue promptly:

a) An email address where we can respond;

b) Description of the complaint, including relevant details such as the date and time of the incident;

c) The URL or other identifying details of the content and any supporting information. Do not download, attach, or redistribute illegal content; provide its location and a description instead.

a) Receipt and Acknowledgment: Upon receiving a complaint, we will acknowledge receipt within 24 hours. This acknowledgment will include a reference number for the complaint and the name of the person handling the complaint.

b) Investigation: Each complaint will be thoroughly investigated. This involves reviewing the complaint details, gathering relevant information, and, if necessary, contacting the complainant for additional information or clarification.

c) Decision-Making: The decision-making process will be carried out by a designated Complaints Officer or a relevant team, depending on the nature of the complaint. This process will include an evaluation of the information gathered and the application of relevant policies or legal requirements to reach a fair conclusion.

d) Documentation: Every step of the complaint review process, from receipt to resolution, will be fully documented. This documentation will include dates, actions taken, communications with the complainant, and the rationale behind the decision made.

All reported complaints will be reviewed and resolved within five (5) business days of receipt. We will communicate the outcome and the reasons for our decision to the complainant within that period. Business days are Monday through Friday, excluding U.S. federal holidays.

If there is evidence of illegal content or content that does not comply with our Terms of Service or content policies, we will remove the content immediately. We will not wait for the five-business-day complaint resolution period to expire, for identity verification, or for an appeal to conclude before removing such content.

We will document the review and action taken and provide status updates where appropriate. Requests for additional information do not extend the five-business-day resolution deadline.

A complainant or a person affected by a content-removal decision may appeal by emailing [email protected] with the subject “Complaint Appeal,” the complaint reference or content URL, the reasons for disagreement, and any relevant supporting information.

An individual or team not involved in the original decision will review the appeal. We will communicate our appeal decision and reasons within five (5) business days of receiving the appeal.

In the event of a disagreement that remains unresolved following our internal appeal, the disagreement will be resolved by an independent, neutral body at the merchant’s expense. YoSpot AI, Inc., as the merchant, will arrange the referral to a neutral dispute-resolution body agreed upon with the affected person and will pay all fees and costs charged by that body. The person bringing the appeal will not be charged for this independent review.

We will cooperate with the neutral body and implement its determination, subject to applicable law. Content removed because of evidence of illegality or non-compliance will remain unavailable during the appeal and independent review and will be restored only if it is determined to be lawful and compliant.

This complaints and appeals process does not limit any rights or remedies available under applicable law.

In the effort to uphold the integrity of transactions, our payment processing team commits to thoroughly investigating any disputed charges. Customers found to be engaging in wrongful chargeback practices risk being placed on a blacklist, which may impact their ability to participate in future services. We stress the importance of reaching out to our Customer Support Center for any uncertainties or concerns over charges to avert unfounded disputes.

Our goal is to provide secure, reliable payment processing for our customers in compliance with payment card industry standards. To prevent unauthorized transactions, we implement a number of customer verification measures and promptly review and investigate any fraudulent activity.