Complaint Management Policy & Procedures

Part A — Content Management

1. How Content Is Generated on DreamBunny

DreamBunny is an AI-powered companion platform. All content is generated exclusively by artificial intelligence in real time, in response to user text prompts and conversation inputs. Users do not upload, share, or publish content — all output is privately generated within each user's individual account and is not accessible to any other user or the general public.

All AI-generated characters are adults (18 years of age or older). Our platform is strictly SFW — no sexually explicit, adult, or NSFW content is permitted or generated.

2. Content Guidelines and Predefined Boundaries

Our AI systems are configured to operate within carefully defined content boundaries designed to:

• Ensure all AI-generated content is safe, respectful, and appropriate for adult users;
• Prevent the generation of prohibited content as defined in our Blocked Content Policy;
• Maintain compliance with applicable laws, regulations, and platform standards; and
• Provide users with an engaging and positive experience within a lawful and ethical framework.

Users are expected to interact within these established boundaries. Attempts to circumvent, manipulate, or exploit the platform's content guidelines are a violation of our Terms of Service and Acceptable Use Policy.

3. Content Review and Quality Assurance

We maintain ongoing content review and quality assurance processes, including:

• Regular review and testing of AI output by our development and moderation teams;
• Automated real-time content filtering to detect and block prohibited content before it is displayed to the user;
• Periodic auditing of content generation parameters to identify and address any gaps or emerging risks; and
• Ongoing improvement of our moderation systems.

4. User Compliance and Responsible Use

Users are expected to interact with the platform responsibly and in compliance with our Terms of Service, Acceptable Use Policy, Blocked Content Policy, and all other applicable policies. In particular, users must not:

• Attempt to generate prohibited content;
• Use manipulative or deceptive prompting techniques to circumvent content filters;
• Attempt to use the platform in any way that violates applicable laws; or
• Misuse the platform to harass, harm, or target any individual or group.

Violations may result in content blocking, account suspension, permanent termination, and/or reporting to relevant authorities.

5. Reporting Inappropriate Content or Behavior

If you encounter any content or behavior that violates our guidelines, we encourage you to report it. Reports can be submitted by email at [email protected] or via the Contact section on our website. All reports are taken seriously, reviewed promptly, and treated with strict confidentiality.

6. Changes to Content Management Procedures

We reserve the right to update or modify our content management procedures at any time. Any material changes will be communicated through our website or by email notification.

Part B — Complaint Procedures

7. Overview

DreamBunny is committed to addressing user concerns and complaints in a fair, timely, and transparent manner. These complaint procedures apply to any concern or complaint relating to the DreamBunny platform, including billing and subscription issues, content-related concerns, account matters, and general service feedback.

8. How to Submit a Complaint

Complaints may be submitted by email at [email protected] or via the Contact section on our website. To help us investigate efficiently, please include:

• Your full name and the email address associated with your account;
• A clear and detailed description of your complaint;
• The date and time the issue occurred;
• Any supporting documentation, screenshots, or evidence; and
• Any prior communication with our support team regarding the same issue.

9. Acknowledgment of Complaint

We will send an acknowledgment to your registered email address within 24 hours confirming receipt of your complaint and that it is under review.

10. Investigation and Resolution

Our support team will conduct a thorough and impartial investigation, including:

• Reviewing all information and documentation you have provided;
• Consulting internal records, system logs, and relevant team members;
• Assessing the complaint against our Terms of Service, policies, and applicable laws; and
• Determining an appropriate and fair resolution.

We aim to provide a resolution within 7 business days. For more complex matters, we may require additional time and will notify you. Once a resolution has been determined, we will communicate the outcome to you by email, including a description of any actions taken.

11. Appeal Process

If you are dissatisfied with the resolution provided, you have the right to request an appeal by notifying us at [email protected]. Please clearly state the reasons for your dissatisfaction and provide any additional information or evidence not previously considered.

Your appeal will be reviewed by a senior team member or a separate team not involved in the original complaint handling process. We will notify you of the outcome of the appeal within a reasonable timeframe.

12. Support System

DreamBunny maintains a dedicated customer support team available to assist users with any questions or concerns. All support inquiries and complaints are handled strictly confidentially. We will not disclose the details of your complaint or your personal information to any third party without your explicit consent, except where required by law.

13. External Mediation and Arbitration

If you remain unsatisfied after exhausting our internal complaint and appeal process, the following options may be available to you:

• EEA/UK residents may refer unresolved complaints to their national consumer protection authority or use the EU Online Dispute Resolution platform at https://ec.europa.eu/odr;
• California residents may contact the California Department of Consumer Affairs at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210; and
• All users may pursue dispute resolution through the procedures set out in our Terms of Service, including binding arbitration.

14. Changes to this Policy

We reserve the right to update or modify this policy at any time. Continued use of the Service following any changes constitutes your acceptance of the updated policy.

15. Contact Us

Ascenta Solutions LLC

30 N Gould Ste R, Sheridan, Wyoming, USA 82801

Email: [email protected]