Complaints Policy

Last Updated: June 30, 2025

This document outlines the complaints policy for users of Luv.ai, LLC ("Luv.ai," "Luv," "we," or "us") and our website at www.luv.ai, along with any related websites, hosted applications, mobile or other downloadable applications (including our iOS and Android apps), and other services provided by us (collectively, the "Service"). This policy is part of your agreement with us.

Introduction We are committed to providing excellent AI companion services and addressing any concerns you may have about your experience with Luv. If you are a user of our Service, this policy explains how to make a complaint and how we will handle it.
Who We Are and How to Contact Us Luv.ai is operated by Luv.ai, LLC. We are a limited liability company incorporated in the United States. You can contact us at support@luv.ai.
Scope of This Policy In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Service for all users. Additionally, "business days" refers to any day that is not a Saturday, Sunday, or public holiday in the United States.
Who Can Use This Complaints Policy Whether or not you are a user of Luv.ai, you can use this Complaints Policy to report any issue or concern you have related to our platform, AI companion services, billing, or technical issues.
How to Make a Complaint If you have a complaint about Luv.ai (including any content generated by our AI companion, technical issues, billing disputes, or concerns related to our policies), please send your complaint to support@luv.ai including your name, account details, contact details, a detailed description of your complaint, and any relevant transaction details or supporting information.
How We Will Handle Complaints Regarding Technical Issues or Billing Upon receiving a complaint regarding a technical issue, billing dispute, or service interruption:

• We will take appropriate steps to investigate your complaint promptly, based on the specific circumstances and our billing and technical policies.

• If additional information or documentation is needed, we will contact you.

• We will resolve your complaint within seven (7) business days, in accordance with our refund policy.

• For billing disputes, we will assess the issue according to our General Payment Terms outlined in our Terms of Service. We may issue a refund or other resolution at our discretion.

• For refund requests, we will assess your eligibility based on our stated refund policy, including circumstances such as recurring technical problems and Credit usage.

• We will inform you of our decision through email or other electronic communication.

• Any dispute regarding our determination will be reviewed by our management team.

How We Will Handle Complaints Related to AI Companion Content Upon receiving complaints related to content generated by our AI companion that may violate our Terms of Service or content policies:

• We will take steps to investigate your complaint in a timeframe appropriate to its nature.

• If additional information or documentation is required, we will inform you.

• We will act in good faith to review the complaint. If the AI-generated content in question violates our Terms of Service or content policies, we will take appropriate action, which may include improving our content moderation systems or adjusting our AI companion's responses.

• We are committed to continuously improving our AI companion to provide appropriate and helpful interactions.

Unjustified or Abusive Complaints If you are a user of Luv.ai, you agree not to submit complaints that are unfounded, abusive, or made in bad faith. If we determine that you have violated this agreement, we may suspend or terminate your account.
Changes to This Policy We reserve the right to modify this Complaints Policy at any time. Any changes will be posted on this page and will be effective immediately upon posting.
Contact Information If you have questions about this Complaints Policy or need to submit a complaint, please contact us at support@luv.ai