Complaint Policy

Last Updated: 30 June 2026

At AuraVibe, operated by Forge Labs Sp. z o.o., we want every user to have a positive experience with our Web App. We recognize that issues or concerns can arise, and we are committed to handling them quickly, fairly, and transparently. This Complaint Policy describes how users can raise a complaint about any aspect of the Services and how we handle it.

References in this Policy to the "Services" mean AuraVibe.ai, together with any related applications, sub-domains, affiliated sites, products, or features, and all content made available through them.

1. Our Support Team

Our support team handles all user complaints and inquiries. Every complaint is reviewed with professionalism, confidentiality, and impartiality, and we work to resolve issues as quickly as our process allows.

2. How to File a Complaint

You can submit a complaint by emailing support@auravibe.ai or through the "Contact" section of the Services.

3. What to Include

To help us investigate your complaint efficiently, please include:

• Your full name and the email address linked to your account;
• A description of the issue, including the date and time it occurred;
• Any supporting evidence, such as screenshots or related documentation.

4. How We Handle Your Complaint

• Acknowledgment: We will confirm receipt of your complaint within 24 hours, along with a reference number and the name of the team member assigned to it.
• Investigation: We review the details of your complaint, gather any necessary information, and may contact you for clarification or further evidence.
• Decision: A designated member of our compliance/support team evaluates the complaint against our policies and applicable legal requirements to reach a fair outcome.
• Record-Keeping: We document each stage of the process — including dates, actions taken, communications with you, and the reasoning behind our decision.

5. Resolution Timeframe

• Standard Timeline: We aim to resolve and communicate the outcome of all complaints within 5 business days of receipt.
• Illegal or Prohibited Content: Complaints involving illegal or clearly prohibited content (including content flagged through our internal moderation and keyword-screening systems) are escalated and actioned immediately. Such content is removed as soon as it is identified and verified, in line with applicable legal requirements and our internal policies.
• Status Updates: We will keep you informed of the progress of your complaint. If resolution is expected to take longer than 5 business days, we will notify you of the delay and the reason for it.

6. Escalation

If you are not satisfied with how your complaint was resolved, you may request an escalation by contacting support and explaining why you believe the outcome was incorrect or insufficient.

Escalated complaints are reassessed by a team member who was not involved in the original decision. You will be notified of the outcome of the escalation within a reasonable timeframe.

7. Chargebacks

We investigate disputed charges thoroughly to protect the integrity of our payment systems. Users who repeatedly or wrongfully initiate chargebacks may be restricted from using the Services in the future. If you have any doubt about a charge, please contact support@auravibe.ai before initiating a chargeback, so we can resolve it directly wherever possible.

8. Fraud Prevention

We apply customer verification measures consistent with payment card industry standards to protect against unauthorized transactions, and we promptly investigate any suspected fraudulent activity.