Complaints Policy

1. Our Commitment

At Kink.io, we are committed to providing excellent service and addressing any concerns our users may have. This Complaints Policy outlines how to submit a complaint and what you can expect from our resolution process.

2. How to Submit a Complaint

If you wish to file a complaint, you may do so through the following channels:

• Email our support team through our Contact Page
• For billing-related complaints, please include your transaction details in your message

3. Information to Include

To help us resolve your complaint efficiently, please include:

• Your name and contact information
• Your account email address (if applicable)
• A clear description of the issue or concern
• Any relevant dates, transaction IDs, or reference numbers
• Any supporting documentation or screenshots
• What resolution you are seeking

4. Our Response Process

Upon receiving your complaint, we will:

• Acknowledge receipt of your complaint within 2 business days
• Investigate the matter thoroughly and impartially
• Contact you if we need additional information
• Provide a resolution within 7 business days of receiving your complaint

We are committed to resolving all complaints within 7 business days.

5. Types of Complaints We Handle

We can assist with complaints regarding:

• Service quality or functionality issues
• Account access problems
• Content concerns
• Billing disputes
• Privacy or data handling concerns
• User conduct or Terms of Service violations
• Any other aspect of our Service

6. Escalation

If you are not satisfied with the initial resolution of your complaint, you may request escalation to our senior management team. Please indicate in your response that you wish to escalate the matter, and we will ensure it receives additional review.

Additionally, you may have the right to file an appeal through our Appeals Policy.

7. Billing and Payment Complaints

For complaints specifically related to billing, charges, or payment processing, please contact our support team through the Contact Page. Include your transaction details and we will investigate the matter promptly.

8. Confidentiality

All complaints are treated confidentially. Information provided will only be shared with individuals involved in investigating and resolving your complaint, except where disclosure is required by law.

9. No Retaliation

We will not take any adverse action against you for filing a complaint in good faith. You have the right to raise concerns without fear of retaliation.

10. Record Keeping

We maintain records of all complaints and their resolutions to continuously improve our Service and prevent similar issues in the future.

11. Contact Us

To file a complaint or for questions about this Complaints Policy, please visit our Contact Page.