Complaints Policy

Last updated: March 10, 2026

We take all complaints seriously and are committed to resolving them promptly and fairly. This policy outlines how to submit a complaint and what to expect from our process.

1. How to Submit a Complaint

You can submit a complaint by emailing:

help@tooshy.ai

Please include:

  • Your account identifier (phone number or Telegram ID).
  • A clear description of the issue.
  • Any relevant screenshots or details.
  • The outcome you are seeking.

2. What You Can Complain About

  • AI companion behavior or content quality issues.
  • Billing or subscription disputes.
  • Privacy or data handling concerns.
  • Content policy violations by other users (for shared features).
  • Technical issues or service disruptions.
  • Any other aspect of the Service.

3. Response Timeline

Complaint TypeAcknowledgementResolution Target
Safety concerns (CSAM, self-harm)Within 24 hoursImmediate action
Billing disputesWithin 48 hours5 business days
Privacy / data requestsWithin 48 hours30 days (GDPR requirement)
Content or behavior complaintsWithin 48 hours5 business days
Technical issuesWithin 48 hoursVaries by complexity

4. Investigation Process

  1. Acknowledgement: We confirm receipt of your complaint and assign a reference number.
  2. Investigation: We review the complaint, gather relevant information, and may contact you for clarification.
  3. Resolution: We provide our decision and any remedial actions taken.
  4. Appeal: If you are unsatisfied with the resolution, you may request a review by a senior team member.

5. Escalation

If you are not satisfied with our response after the appeal process, you may escalate your complaint to:

  • EU consumers: Your national consumer protection authority. (The EU Online Dispute Resolution platform was retired in 2025; complaints should now be filed directly with national bodies.)
  • Privacy complaints: Your local data protection authority. For Cyprus: Commissioner for Personal Data Protection at dataprotection.gov.cy.

6. Content Removal Requests

If you believe content generated by the Service violates applicable laws or your rights, you may submit a content removal request to help@tooshy.ai with:

  • Description of the content you want removed.
  • The legal basis for removal (e.g., copyright, defamation, privacy).
  • Your contact information for follow-up.

We will review content removal requests within 5 business days and take action as appropriate under applicable law.

7. Good Faith

We handle all complaints in good faith. We ask that you do the same — complaints submitted in bad faith, or that are abusive, threatening, or fraudulent, may not receive a response.

8. Contact

help@tooshy.ai

FLOWVATE DEVELOPMENT LTD
8046, Paphos, Galateias 2-4, Cyprus