Complaint Policy

To help us resolve your issue quickly, please include:

At Truepal AI, we care deeply about your experience. If something doesn’t feel right, we want to hear about it. This policy outlines how you can raise a concern or complaint, and how we commit to resolving it — quickly, fairly, and with full transparency.

1. We’re Here to Help

Our support team is dedicated to listening to you. If you run into any issue — technical, billing-related, or anything else — we’re available and ready to assist. Every concern is handled professionally, with respect and confidentiality.

2. How to File a Complaint

You can contact our support team anytime by emailing us at [email protected] or by using the Contact Us section within the app or website. We’re always just one message away.

3. What to Include in Your Complaint

 

• Your full name and email address

• A detailed description of the issue — what happened, when, and where

• Any screenshots or documents that support your case (optional but helpful)

4. How We Handle Complaints

We follow a clear, step-by-step approach to resolving issues:

1. a) Acknowledgment:
   We will acknowledge your complaint within 24 hours. You’ll receive a reference number and the name of the person handling your case.
2. b) Investigation:
   Your complaint will be reviewed carefully. We may reach out to you for more details if needed. Everything is handled fairly and thoroughly.
3. c) Decision:
   The final resolution will be made by a trained member of our team based on all the information available. If the issue involves legal or policy considerations, those will be taken into account.
4. d) Documentation:
   We document each step from start to finish — including what actions were taken, communication history, and how the final decision was reached.

5. Timelines and Urgency

1. a) Resolution Time:
   We aim to resolve all complaints within 7 calendar days from the date we receive them.
2. b) Urgent Cases — Illegal Content:
   If your complaint involves illegal or harmful content, we fast-track the review.

• The issue is escalated instantly

• If verified, the content is removed without delay, in accordance with our policies and Indian law

1. c) Ongoing Updates:
   If your issue takes longer than expected, we’ll keep you informed every step of the way.

6. Escalation Process

Not satisfied with how your complaint was resolved? You can escalate the matter. Simply reply to your existing case and explain why you believe the resolution was not fair or complete.

An independent reviewer — someone not involved in the original decision — will look into your complaint again and share the outcome within a reasonable timeframe.

7. About Payment Disputes and Chargebacks

We take every payment dispute seriously. If you’re unsure about a charge, reach out to our support team first — most issues can be resolved without involving your bank.

If we detect misuse of the chargeback process (for example, submitting a false claim), your account may be flagged or restricted from future purchases. We strongly encourage open communication before taking that route.

8. Preventing Fraud

We use industry-standard tools to keep your transactions safe. This includes identity verification, fraud detection, and real-time monitoring. If we notice any suspicious activity, we investigate immediately to protect your account and the platform.