Complaints Policy

Last updated: 2026-08-05

This policy explains how to complain about anything [LEGAL ENTITY NAME] does — the service itself, a decision we made about your account, the way we handled your data, or the way we treated you — and what we commit to doing about it. It applies to https://lustai.chat. You do not need an account, a subscription or a paid plan to use it, and it costs nothing.

What this policy covers

A complaint is anything you want us to look at again and put right. It is not the same as a question, and we do not refuse to treat something as a complaint because it looks small. This policy covers:

the service not working as described, or not working at all;
a decision about your account — a suspension, a restriction, or a moderation decision on something you sent, uploaded or generated;
the way you were treated, whether by a person on our side or by an automated system;
how we handled your personal data, or a request you made about it;
how we handled an earlier request: a refund, a takedown, or a report you filed and heard nothing about;
anything in these documents that you believe is wrong, unclear or misleading.

Anyone may complain. You do not have to be a customer: if you believe content here depicts you, if you hold rights in material you have found here, or if you are simply a member of the public who thinks we are doing something wrong, this route is open to you.

If you believe someone under 18 is using the service — a parent or guardian who has found it on a child's device, for example — write to us at [email protected]. We do not verify anyone's age with documents, selfies or payment records; the 18+ gate is a self-declaration, so a report from you may be the only thing that tells us. We restrict the account while we look into it and close it if we conclude the user is under age.

Complaints that belong to another procedure

Four things have their own procedure, with their own address, their own deadline and, where it applies, their own appeal route. Start there rather than here:

A charge you do not recognise, a refund, or a subscription you want to stop: Use the Refund & Cancellation Policy. It prints the exact name that appears on a card statement, says what is and is not refundable, and asks you to raise a charge with us within 60 days.
Material you want taken down: Use Content Removal & DMCA. A notice there is answered within 7 days and has a counter-notice route if you are on the other side of one.
A rule broken by another user: Start with the Acceptable Use Policy. It is the list of what is prohibited, what happens to an account that does it, and where each kind of report goes: material to Content Removal & DMCA, and conduct — another user, a comment, harassment — to the complaints address below, where it is handled under this policy. What we cannot do is tell you what we decided about somebody else's account.
Access to your data, a copy of it, or its deletion: Those are data-subject requests, not complaints. The Privacy Policy says how to make one and commits us to answering within 30 days.

If you have already used one of those routes and the answer did not satisfy you, or nobody answered inside the stated time, that is a complaint under this policy. Say which request you mean and quote the earlier correspondence if you still have it.

If you cannot tell which door is yours, send it to the complaints address below anyway. Routing it is our job, not yours: we move it to the right procedure and tell you where it went and what deadline now applies.

How to file a complaint

Complaints are made by email. There is no form to complete, and the address works whether or not you have ever registered or paid:

Complaints: [email protected]
Legal and regulatory matters: [email protected] — use this one for correspondence from a lawyer, a regulator or an authority, for anything you want on the record with our legal contact, and for a complaint about how a complaint itself was handled.
Operator: [LEGAL ENTITY NAME]
Registered address: [REGISTERED ADDRESS]
Registration number: [COMPANY REGISTRATION NUMBER]

Write "Complaint" in the subject line, and include:

the email address on your account — or, if you have never registered, your user id, which the Settings page shows under Account;
what happened, in your own words, with the dates and times if you know them;
what outcome you are asking for: a refund, a credit, an account restored, content removed, an explanation, or a change to how we do something;
any transaction reference, if money is involved: the order id from the receipt, the descriptor line as it appears on your statement, or the date and the amount;
screenshots, message text or a link, where they show the thing you mean.

Never send us a card number, an expiry date or a security code. Card details are entered on our payment provider's own hosted page and never reach our servers, so we cannot use them to find a payment and do not want to hold them. The order id or the statement descriptor is enough.

Write in English if you can. We can read a complaint in another language, but the reply may take longer.

Keep one complaint in one email thread. Replying to the thread keeps the whole history in one place; a second thread about the same problem becomes a second complaint and slows both of them down.

What happens, and when

The clock starts when your email reaches us. These are outside limits, not targets:

Acknowledgement — on receipt, and in no case later than the substantive reply below. We confirm that we have the complaint, and say which procedure it is being handled under if it belongs to one of those above. An acknowledgement is not an answer; it means the complaint is logged and nothing is waiting on you.
First substantive reply — within 48 hours. A person reads the complaint and answers the substance of it: the outcome if we already have one, otherwise what we are doing, what we still need from you, and when you will hear next. If you write from inside the app, an automated reply may arrive before this one; it does not count as this one.
Resolution — within 30 days of the acknowledgement. Most complaints close in days rather than weeks. A resolution states the decision, the reasons for it, and anything we are doing as a result.

If a complaint cannot be resolved inside that window — most often because it depends on somebody outside our control, such as the payment provider or a cardholder's own bank — we tell you before the deadline rather than after it, explain what it is waiting on, and give you a new date.

If we asked you for something and heard nothing, we do not close the complaint silently. We say that we are closing it and why, and a reply from you reopens it.

How we handle it

A complaint is handled by our support team. Where it concerns a decision about an account or about content, it is put in front of somebody with the authority to reverse that decision, so that the answer is a decision rather than a description of the first one.

Inside the company, a complaint is shared only with the people who need it in order to answer you. If you complain about another user, we do not pass them your email address or tell them who reported them.

Filing a complaint is never in itself a reason to restrict an account. If your account is already restricted, this policy is how you contest that. The restriction normally stays in place while we look into it, and is lifted if we conclude it was wrong.

There is one decision this policy cannot reopen. A termination for material or prompts involving a minor is not reviewed here and is not reversed — the Acceptable Use Policy states that outright, and this page does not contradict it. We will confirm that the account was terminated on that ground, and nothing further.

Depending on what we find, the outcome may be:

an explanation, where we conclude we acted correctly — said plainly, with the reason, rather than left to go quiet;
a correction to your account, including a credit of gems where a paid action failed to deliver what it should have;
a refund, where the Refund & Cancellation Policy allows one;
reversal of a suspension, a restriction, or a moderation decision;
removal of content, or a fresh review of an earlier removal decision;
a change to how we do something, so that the same complaint does not have to be made a second time.

If our answer does not satisfy you

Say so in the same thread and ask for the complaint to be escalated. You do not have to justify the request, and there is no form for it.

An escalated complaint is reviewed by somebody who was not responsible for the answer you are contesting. If you would rather it left the support queue altogether, or if your complaint is about the handling of the complaint, send it to [email protected].

We confirm an escalation within 48 hours and answer it with a final response in writing within 30 days of the escalation request, sooner where the facts are already established. The final response states what we decided, the reasons, what we are and are not going to do, and that our internal process is now finished.

The final response is the document you would take to a regulator, to a bank or to a court. Keep it.

External routes

You may go to an outside body at any time. Using this policy first is a request, not a condition, and nothing here removes a right the law gives you.

Privacy and data protection: If you are not satisfied with how we handled your personal data, and the law where you live provides a data-protection authority, you may complain to it — normally the one for the country where you live or work. The Privacy Policy sets out what we hold, who processes it for us, and who to write to first.
Payments: A cardholder may dispute a charge with the bank or issuer that gave them the card, and through the card scheme's own dispute process. That right belongs to the cardholder and nothing in this policy limits or delays it.
Consumer protection: A competent consumer-protection authority, or an alternative dispute-resolution body in your country, may also take a complaint about a digital service. We will cooperate with a properly made enquiry from one.
Courts: Complaints under this policy are handled under [GOVERNING LAW]. Nothing here prevents you from bringing a claim in [COURTS WITH JURISDICTION], or in any other court that has jurisdiction over you — see the Terms of Service.

Records and review

Every complaint is logged with what was complained about, what we decided and when it closed, and the record is kept with the correspondence. How long we keep it, and what you can ask us to do with it, is covered by the Privacy Policy.

Complaints are also reviewed together rather than only one at a time. Where several point at the same cause, fixing the cause is part of the resolution, and repeated complaints about a paid feature are how we find out that it is broken.

What this page will not claim is a tracker. There is no page where you can watch a complaint move between states, and no reference number to quote at us: ask in the thread and we will tell you where it stands. The support screen inside the app reaches the same team, and a complaint raised there is handled under this policy in the same way — but that screen is not open to everyone, which is why the email address above is the route this policy commits to. Either way the thread is the record, which is why we ask you to keep one complaint in one thread.

This policy may change; the edition in force is the "Last updated" date at the top of this page. We do not email you when it changes. A complaint is handled under the edition that was published on the day you filed it.