Complaint Policy
At AI Labs B.V., we are dedicated to ensuring a positive experience with Sugarlab.ai (the "APPLICATION"). We recognize that concerns or complaints may arise occasionally, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.
1. Submitting a Complaint
Users wishing to file a complaint can do so by reaching out to our customer support team through Hello@sugarlab.ai or directly reporting in the APPLICATION in the "Contact" section.
2. Customer Support
We maintain a specialized support team to assist our users with any concerns or complaints.
Our support team is committed to delivering prompt and effective assistance. Users can contact our support team if they encounter any issues or have inquiries regarding our APPLICATION or services.
All inquiries are handled by our support team with professionalism, confidentiality, and impartiality. We are dedicated to addressing our users' concerns promptly and to the best of our abilities.
3. Information to Include in the Complaint
When submitting a complaint, users are encouraged to provide the following details to assist us in investigating and addressing the issue promptly:
Description of the complaint, including relevant details such as the date and time of the incident;
User's full name and email;
Any supporting documentation or screenshots, if applicable.
4. Acknowledgment of Complaint
Upon receiving a complaint, our customer support team will acknowledge the receipt within 24 hours via email.
5. Investigation and Resolution
We will conduct a thorough investigation into each complaint to comprehend the nature of the issue. Our aim is to provide a resolution within a reasonable timeframe. Depending on the complexity of the complaint, some cases may require additional time for a comprehensive investigation. Users will be kept informed of the progress and the expected resolution timeline.
6. Feedback and Follow-Up
Once the complaint has been addressed, users will receive feedback regarding the outcome of the investigation and any actions taken. We may also seek user feedback on the resolution process to continually improve our services.
7. Escalation
If a user is dissatisfied with the provided resolution, he/she may request further escalation. In such cases, users can notify our support team within a reasonable timeframe, providing clear reasons for their dissatisfaction with the initial resolution.
The case will be reviewed by individuals or teams not initially involved in the complaint resolution process. They will reassess the complaint and reconsider the previous decision. The user will be notified of the outcome of the escalation within a reasonable timeframe.
Revision Date: [ 31/01/2024 ]
