Complaints Policy

Last updated: July 4, 2025

1. Introduction

At heyGF.AI, we are committed to providing excellent service and maintaining the highest standards of customer satisfaction. We value your feedback and take all complaints seriously. This Complaints Policy outlines our process for receiving, investigating, and resolving complaints from our users.

We strive to resolve all complaints in a fair, timely, and professional manner. Our goal is to address your concerns quickly and effectively while continuously improving our services.

2. What Constitutes a Complaint

A complaint is defined as any expression of dissatisfaction with our service, including but not limited to:

  • Service quality issues or technical problems
  • Billing or payment disputes
  • Content-related concerns
  • Account access or security issues
  • Privacy or data handling concerns
  • Inappropriate AI responses or behavior
  • Subscription or refund issues
  • Any other service-related concerns

3. How to Submit a Complaint

We provide multiple channels for you to submit your complaints:

3.1 Email Support

Send an email to support@heygf.ai with the subject line "Complaint" and include:

  • Your account information (username or email address)
  • A detailed description of the issue
  • The date and time when the issue occurred
  • Any relevant screenshots or documentation
  • Your desired resolution

3.2 Contact Form

Visit our Contact Us page and fill out the complaint form with all relevant details.

4. Complaint Resolution Process

4.1 Acknowledgment

We will acknowledge receipt of your complaint within 1 business day and provide you with a complaint reference number for tracking purposes.

4.2 Investigation

Our customer service team will thoroughly investigate your complaint, which may include:

  • Reviewing your account and transaction history
  • Analyzing technical logs and system data
  • Consulting with relevant departments
  • Gathering additional information if needed

4.3 Resolution Timeline

All reported complaints will be resolved within 7 business days of receipt. For complex issues that require additional investigation, we will:

  • Provide regular updates on the investigation progress
  • Inform you of any delays and the reasons for them
  • Give you an estimated resolution date

4.4 Resolution Response

Once our investigation is complete, we will provide you with a written response that includes:

  • A summary of our findings
  • The action we have taken or will take
  • Any compensation or remedial measures, if applicable
  • Information about further steps if you remain unsatisfied

5. Escalation Process

If you are not satisfied with our initial response to your complaint, you may request escalation by:

  • Replying to our resolution email with "ESCALATE" in the subject line
  • Providing your complaint reference number
  • Explaining why you remain unsatisfied with our response

Escalated complaints will be reviewed by our senior management team and addressed within an additional 7 business days.

6. Types of Resolutions

Depending on the nature of your complaint, we may offer various forms of resolution:

  • Technical fixes or service improvements
  • Account credits or refunds (where applicable)
  • Service extensions or complimentary features
  • Process improvements to prevent similar issues
  • Policy clarifications or updates
  • Formal apologies and explanations

7. Record Keeping

We maintain detailed records of all complaints for quality assurance and service improvement purposes. These records help us identify trends, improve our services, and ensure consistent complaint handling. All complaint records are stored securely and in compliance with our Privacy Policy.

8. External Resolution

If you remain unsatisfied after our internal complaint resolution process, you may have the right to pursue alternative dispute resolution methods, depending on your location and the nature of your complaint.

We will cooperate fully with any legitimate external review processes and respect their findings.

9. Continuous Improvement

We regularly review our complaint handling procedures and use feedback from complaints to improve our services. Your complaints help us identify areas for improvement and ensure we continue to meet and exceed customer expectations.

10. Contact Information

For any questions about this Complaints Policy or to submit a complaint, please contact us:

We are committed to resolving your concerns promptly and maintaining the highest standards of customer service.