Complaints Policy
How to report content, conduct, privacy, billing, and service concerns
The English version of these policies controls. Any translation is provided only for convenience.
Any user, affected person, representative or member of the public may complain about Sugar AI at https://sugarai.fun/ or https://sugarai.art/. Averlo, LLC operates both. There is no fee, purchase or account requirement for a safety or content report. Good-faith reporting is protected from retaliation.
1. Send a Complaint
General complaints and appeals: [email protected]. Urgent safety and content removal: [email protected]. Billing: [email protected]. Privacy requests: [email protected]. This page explains the process. It is not a submission form. Send the report by email. A request sent to any listed Sugar AI channel is routed internally. An incorrect subject line does not justify ignoring it or restarting its receipt time.
Include a brief description, the relevant URL or content/character/post identifier, the date, the outcome requested, and an email or safe way to contact you if you want a reply. For an account or payment issue, include the account email and receipt/reference number where available. For a safety concern, explain any immediate danger or whether you are the person depicted or their representative. Anonymous reports are reviewed where sufficient location information is available, although we cannot send an outcome without a contact method.
Do not attach suspected child sexual abuse material, passwords, wallet private keys, seed phrases, or unnecessary identity documents. A person making a non-consensual intimate image request should follow the Content Removal Policy. Copyright ownership is not required.
2. What We Review
We handle potentially illegal content, child exploitation, trafficking, non-consensual imagery, real-person resemblance, privacy violations, intellectual-property issues, abusive behavior, community moderation, payments and service problems. Complaints can concern our own generated or curated content as well as user posts.
Reports about a person in immediate danger are escalated urgently. Emergency assistance should also be sought from local emergency services. We do not require an affected person to first confront the uploader or obtain a court order.
3. Handling and Decision Deadlines
| Matter | Procedure and time |
|---|---|
| Receipt | Acknowledge within 24 hours, provide a case reference and route to the responsible reviewer. |
| Credible urgent safety issue | Escalate immediately and restrict access as needed during assessment. |
| Illegal content established by review | Remove access immediately; preserve or report evidence only through the authorized legal process. |
| Valid non-consensual intimate image request | Apply the Content Removal Policy's 48-hour process, including reasonable efforts to find and remove known identical copies. |
| Ordinary content / policy complaint | Review, decide and communicate the outcome no later than seven calendar days after receipt. |
| Moderation appeal | Independent internal review and a decision no later than seven calendar days after receipt. |
| Billing complaint | Internal decision no later than seven calendar days. Purchases do not renew, so there is no future charge to cancel. Cryptocurrency network timing is separate. |
| Statutory privacy or DMCA procedure | Apply its specific statutory timeline and the relevant policy. These procedures do not postpone a separate urgent safety action. |
Seven calendar days is Sugar AI's service commitment; a shorter applicable legal or payment-provider deadline prevails. Asking for optional information or sending a status update does not extend a mandatory content-handling deadline. We act on the available evidence and state the decision and any limits. Where an outside authority or proceeding continues, our access-control decision and required immediate actions still occur on time; the record stays open for follow-up without pretending that an investigation is complete.
4. Review Steps and Records
The responsible team records the original receipt time, case reference, content locations, issue category, urgency, reviewer, action, reasons and communication dates. It checks relevant prompts, outputs, publication decisions and other proportionate records. Each stage is documented so the handling can be audited. We request only evidence needed for the matter.
The outcome explains whether we removed or restricted content, acted on an account, corrected billing, provided a remedy or found insufficient evidence for action. We give reasons and an appeal route to the extent lawful and safe. An ongoing confidential legal investigation may limit what we can disclose, but does not permit leaving known illegal content accessible.
5. Appeals and Depicted-Person Rights
Reply to the decision or write to [email protected], preferably within 30 days, stating the case reference, the error alleged and any new evidence. A reviewer not involved in the original decision reassesses it. The ordinary appeal decision deadline is seven calendar days. Statutory appeals, newly discovered safety evidence and a depicted person's removal request remain available after that suggested 30-day period.
If a person says their depiction lacks valid consent, the Content Removal Policy applies. If consent cannot be established or is legally invalid, the content is removed immediately. If a disagreement about the legal validity of consent remains, an independent neutral body is available at Averlo's expense. This process is separate from our general user-arbitration terms; a reporter need not accept those Terms to submit a report. An internal review does not replace that neutral route.
6. Privacy and Misuse
We restrict records to those who need them for the complaint, legal duties and appropriate oversight. We normally withhold a safety reporter's identity from the reported account. Disclosure may nevertheless be necessary for lawful process, an independent review or statutory copyright procedures. We explain relevant disclosure where possible and minimize sensitive information.
Knowingly fabricated evidence, impersonation or harassment may result in proportionate action. An honest mistake, an unproven concern, criticism or a good-faith payment dispute is not abuse. We do not block access to a lawful safety-reporting channel simply because an account has been suspended.
7. Other Remedies and Contact
You may contact NOWPayments about a cryptocurrency payment it processed, or contact a regulator, law enforcement, a court, or another available dispute body. Nothing here requires you to wait for our process before using an independent legal right.
Operator: Averlo, LLC. Correspondence address: 1021 E Lincolnway Suite #10730, Cheyenne, Wyoming 82001, United States. Complaints: [email protected]. Safety: [email protected].