Last Updated: October 6, 2025

At Partneuro, we value your feedback and take all complaints seriously. This policy explains how to submit a complaint and what to expect during the resolution process.

1. What Is a Complaint?

A complaint is a formal expression of dissatisfaction about:

• Our service quality or performance
• Billing or payment issues
• Account or technical problems
• Customer support experience
• Privacy or data handling concerns
• Any aspect of Partneuro that didn't meet your expectations

2. How to Submit a Complaint

Online Complaint Form

Visit our website and fill out the complaint form with:

• Your name and contact information
• Account details (username or email)
• Nature of the complaint
• Date and time of the incident
• Detailed description of the issue
• Desired resolution (if applicable)
• Any supporting documentation

Email

Send your complaint to: [email protected]

In-App Support

Use the "Submit Complaint" option in your account settings or help center

3. What to Include

To help us resolve your complaint quickly, please provide:

• Specific details: What happened, when, and where
• Account information: Username, email, or account ID
• Documentation: Screenshots, receipts, or correspondence
• Previous attempts: Any prior communication about the issue
• Desired outcome: What resolution you're seeking

4. Complaint Categories

Service Issues

• Platform downtime or outages
• Features not working as advertised
• AI companion performance problems
• Slow or unresponsive service

Billing and Payments

• Incorrect charges
• Failed refunds
• Subscription issues
• Payment disputes

Account Problems

• Access issues
• Unauthorized account changes
• Data loss or corruption
• Security concerns

Customer Support

• Delayed responses
• Unhelpful or unprofessional support
• Unresolved issues
• Communication problems

Privacy and Data

• Data handling concerns
• Privacy violations
• Unauthorized data access
• GDPR or data protection issues

5. Response Timeline

We aim to respond to all complaints promptly:

• Acknowledgment: Within 24-48 hours of receipt
• Initial response: Within 3-5 business days
• Resolution: Within 10-15 business days for most complaints
• Complex cases: May take up to 30 days; we'll keep you updated

If we need more time, we'll notify you and provide an updated timeline.

6. Resolution Process

7. If You're Not Satisfied

If our initial response doesn't resolve your complaint:

Escalation Request

• Reply to our response requesting escalation
• Your complaint will be reviewed by a senior team member or manager
• Escalated complaints are typically reviewed within 5-7 business days

Additional Options

• Request to speak with a supervisor
• Ask for a formal review by our management team
• Seek external dispute resolution

8. Your Rights

When you submit a complaint, you have the right to:

• Be treated fairly and respectfully
• Receive timely responses
• Have your complaint investigated thoroughly
• Understand the outcome and reasoning
• Escalate if unsatisfied
• Seek external assistance

9. Confidentiality

• All complaints are handled confidentially
• Information is shared only with staff involved in resolution
• Personal data is processed according to our Privacy Policy
• Records are kept secure and used only for complaint resolution

10. Learning and Improvement

We value complaints as opportunities to improve:

• All complaints are logged and analyzed
• Trends are identified and addressed
• Policies and procedures are updated based on feedback
• Staff receive training on common issues
• Service improvements are implemented regularly

11. Contact Information

We appreciate you taking the time to share your concerns. Your feedback helps us provide better service to all Partneuro users.