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Complaint Policy

DreamBunny · Operated by Ascenta Solutions LLC · Effective January 1, 2026

We value our users and are committed to providing a positive, safe, and respectful experience. All valid complaints will be acknowledged within 24 hours and resolved within 7 business days, unless the complexity of the matter requires additional time, in which case the user will be kept informed throughout the process.

1. Customer Support

We maintain a dedicated support team to assist users with any concerns, complaints, or general inquiries. All communications are handled with professionalism, confidentiality, and impartiality. Our team can assist with:

  • Billing, subscription, and payment concerns;
  • Technical issues or bugs;
  • Account access and security concerns;
  • Content-related complaints or removal requests;
  • Concerns about violations of our Terms of Service or Acceptable Use Policy; and
  • Any other issues relating to your experience on the platform.

2. How to Submit a Complaint

Complaints may be submitted by email at [email protected] or via the Contact section on our website. Please contact us as soon as possible after an issue arises.

3. Information to Include

To help us investigate your complaint promptly, please include the following information:

  • Your full name and the email address associated with your account;
  • A clear and detailed description of the complaint, including the nature of the issue and the outcome you are seeking;
  • The date and time the incident occurred, if applicable;
  • Any relevant supporting documentation, screenshots, or evidence; and
  • Any previous communication with our support team relating to the same issue.

Providing complete and accurate information helps us resolve your complaint as quickly as possible.

4. Acknowledgment of Complaint

We will send an acknowledgment to your registered email address within 24 hours confirming receipt of your complaint. If you do not receive an acknowledgment within this timeframe, please check your spam folder and contact us again if necessary.

5. Investigation and Resolution

We conduct a thorough and impartial investigation of every complaint, including:

  • Reviewing all information and evidence provided;
  • Consulting internal records, logs, and relevant team members;
  • Assessing the complaint against our Terms of Service and applicable laws; and
  • Determining the appropriate action or resolution.

Our goal is to resolve all complaints within 7 business days. For complex matters, we may require additional time and will notify you accordingly.

6. Resolution Outcomes

Depending on the findings of our investigation, resolution actions may include:

  • Providing a clarification or explanation regarding the issue raised;
  • Issuing a refund or account credit in accordance with our Refund Policy;
  • Taking corrective action regarding content, account behavior, or platform functionality;
  • Escalating the matter to a senior team member; or
  • Referring the matter to relevant legal or regulatory authorities where required.

7. Feedback and Follow-Up

After your complaint has been addressed, we may reach out to request feedback on the resolution process. Participation is entirely voluntary.

8. Escalation

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

Escalated complaints will be reviewed by a senior team member or a separate team that was not involved in the initial resolution.

9. External Dispute Resolution

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

  • EEA/UK residents may refer unresolved complaints to their national data 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 resolution through the applicable dispute resolution procedures outlined in our Terms of Service.

10. Confidentiality

All complaints and related communications are treated with strict confidentiality. We will not share the details of your complaint or your personal information with any third party without your explicit consent, except where required by law or necessary to resolve the matter. All personal data is handled in accordance with our Privacy Policy.

11. Contact Information

Ascenta Solutions LLC

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

Email: [email protected]