Complaints — Feluda.ai

At Feluda.ai, we aim to provide reliable products and services and to treat our users fairly. When something goes wrong, we encourage you to contact us so that we can investigate the matter and work toward an appropriate resolution.

1. What You Can Complain About

You may submit a complaint concerning any aspect of Feluda.ai's products, services, or conduct, including:

Problems accessing or using the Feluda desktop application or website.
Subscription, payment, billing, cancellation, or refund issues.
The availability, quality, or performance of a feature or service.
The handling of your account or personal information.
Communications or support you have received from us.
A decision to restrict, suspend, or terminate your account.
Any other experience that you believe was unfair, unclear, or unsatisfactory.

Technical questions, feature requests, and general support enquiries may be handled as support requests rather than formal complaints.

2. How to Submit a Complaint

You may submit a complaint through the contact page on Feluda.ai.

Please clearly state that your message is a formal complaint and include, where applicable:

Your full name.
The email address associated with your Feluda.ai account.
A clear description of the issue.
The date the issue occurred.
Any relevant subscription, transaction, or order details.
Screenshots, correspondence, receipts, or other supporting information.
The outcome or resolution you are seeking.

Please do not send passwords, complete payment-card details, API keys, access tokens, or other sensitive credentials.

3. Acknowledgement

We aim to acknowledge receipt of a formal complaint within five business days.

Our acknowledgement may include:

Confirmation that we have received the complaint.
A reference or case number.
A request for additional information.
An explanation of the next steps.

If a complaint is submitted through an unsuitable channel, we may redirect it to the appropriate person or process.

4. Investigation

We will assess the complaint fairly and impartially.

Depending on the nature of the complaint, our investigation may include:

Reviewing account and subscription information.
Examining relevant transaction records.
Reviewing technical, security, or diagnostic information.
Consulting team members or service providers involved in the matter.
Requesting further information from you.
Assessing the complaint against our Terms and Conditions, Privacy Policy, and applicable law.

We will only use information relevant to investigating and resolving the complaint.

5. Response Time

We aim to provide a substantive response within 14 business days after receiving all information reasonably required to investigate the complaint.

More complex complaints may require additional time. If we cannot provide a final response within that period, we will aim to explain:

Why additional time is required.
What remains under investigation.
When you can reasonably expect a further response.

6. Our Response

Our response will ordinarily include:

A summary of the complaint as we understand it.
The outcome of our investigation.
The reasons for our decision.
Any corrective action or remedy we propose.
Information about escalation where relevant.

Possible outcomes may include:

An explanation or clarification.
Technical assistance.
Correction of account or billing information.
Restoration of access where appropriate.
Cancellation of a service.
A full or partial refund where required or considered appropriate.
Changes to our processes, documentation, or communications.
A conclusion that no further action is warranted.

Any remedy remains subject to our Terms and Conditions and your mandatory rights under applicable law.

7. Escalating a Complaint

If you are dissatisfied with our initial response, you may request an internal review.

Your request should explain:

Why you disagree with the outcome.
What information you believe was overlooked or misunderstood.
What resolution you are seeking.
Whether you have any new supporting evidence.

Where reasonably possible, the review will be conducted by someone who was not primarily responsible for the initial decision.

We aim to respond to an escalation within 14 business days, although complex cases may require additional time.

8. Consumer Rights

Nothing in this procedure limits any mandatory rights or remedies available to you under applicable consumer-protection law.

Consumers residing in the European Union or European Economic Area may have additional rights under the laws of their country of residence, including rights concerning digital content, digital services, subscriptions, conformity, cancellation, and refunds.

Feluda.ai is built and operated in the Netherlands. ([Feluda.ai][1])

Where a complaint cannot be resolved directly, you may be entitled to seek assistance from an appropriate consumer-protection body, alternative dispute-resolution provider, regulator, or competent court.

9. Privacy Complaints

Complaints concerning personal information, privacy rights, cookies, or data processing will be handled in accordance with our Privacy Policy and applicable data-protection law.

A privacy complaint should explain:

The information or processing activity concerned.
Why you believe the processing is incorrect or unlawful.
The privacy right you wish to exercise.
The resolution you are requesting.

You may also have the right to submit a complaint to the competent data-protection authority.

10. Abusive or Repetitive Complaints

We may limit or discontinue correspondence where a complaint:

Contains threats, harassment, or abusive language.
Is knowingly false, fraudulent, or misleading.
Repeatedly raises a matter that has already been fully investigated without presenting relevant new information.
Is intended to disrupt, intimidate, or misuse the complaints process.

We will not treat a complaint as abusive merely because it is persistent, critical, or strongly worded.

11. Records and Confidentiality

We may retain records relating to complaints for purposes including:

Investigating and resolving the matter.
Demonstrating compliance with legal obligations.
Preventing fraud or misuse.
Improving our products, policies, and support processes.
Establishing, exercising, or defending legal claims.

Complaint information will be handled in accordance with our Privacy Policy and applicable law.

12. No Retaliation

Submitting a complaint in good faith will not result in retaliation or unfavourable treatment.

This does not prevent us from taking appropriate action in response to fraud, abuse, unlawful conduct, security threats, non-payment, or violations of our Terms and Conditions.

13. Changes to This Procedure

We may update this Complaints Procedure to reflect changes to our services, internal processes, or legal obligations.

The date at the top of this page indicates when it was last updated.

14. Contact

To submit a complaint, use the contact page on Feluda.ai and clearly mark your message as a formal complaint.