Complaints Policy

Introduction

This policy is part of your legal agreement with us. By using KalonAI, you agree to the terms of this policy—please read it carefully. By submitting a complaint, you confirm that the information you provide is accurate.

Contact Information

KalonAI is operated by Kalon LLC, located at 318 N Carson St, Carson City, NV 89701.

You can contact us by writing to the address above or emailing us at hello@kalon.ai.

Scope

This policy explains how we handle complaints related to content on KalonAI that might be:

• Illegal;
• In violation of our Terms of Service, including our Acceptable Use Policy; or
• Otherwise failing to comply with applicable law.

It does not cover:

• Complaints about content moderation decisions (see our Appeals Policy); or
• Complaints about copyright infringement (see our DMCA Policy).

Complaints about Content Moderation Decisions

We moderate content on KalonAI in accordance with our Terms of Service and our Acceptable Use Policy. To contest a decision to deactivate content, to deactivate an account, or to issue a final warning, you may file an appeal by emailing us at appeals@kalon.ai.

Appeals are handled in accordance with our Appeals Policy, which constitutes our internal complaint-handling system under the EU Digital Services Act (DSA) and the UK Online Safety Act (OSA).

Complaints of Copyright Infringement

Complaints related to copyright infringement must be submitted to our copyright agent in accordance with our DMCA Policy. We will respond to those complaints as set out in that policy.

How to Make a Complaint and Report Illegal Content

You can submit a complaint using any of the following methods:

• Report Content Form: Select the reason for your complaint from the drop-down menu and use the "Enter your message" field.
• Email: Send your complaint to abuse@kalon.ai.
• Mail: Write to the address listed above.

Your complaint should include sufficient information for us to investigate, including relevant URLs. If information is missing, we may be unable to act on it.

We will confirm receipt of your complaint without undue delay, using the same communication channel through which it was submitted.

Complaint Review Process

When reviewing a complaint:

• We will review the information and any documents you provide.
• We may request additional information from you or third parties.
• We will review your complaint in good faith and within a timely manner (we will investigate complaints of unlawful or non-consensual content within five business days).
• If we determine content is unlawful or materially violates our Terms of Service, we will remove it.
• We will notify you of the outcome of your complaint and provide a clear explanation of the reasons for our decision, including whether the decision is based on applicable law, our Terms of Service, or both.

If we decline to remove content, you may appeal under our Appeals Policy. Where we disagree that consent to participate in any content is void under law, we will allow that disagreement to be resolved by a neutral body at our expense.

Use of Automation and AI In Complaints and Moderation

We use automated tools, including AI-based systems, to assist in detecting potentially unlawful content, prioritizing complaints, and supporting our moderation processes.

• Transparency: If an automated tool is used to support or take a moderation decision that affects you, we will notify you that the decision involved automation.
• Human oversight: You may always request human review of a decision through our Appeals Policy. Automated tools never replace human oversight for final complaint-handling outcomes.

Trusted Flaggers (EU/EEA)

If a complaint is submitted by a body, authority, or organization designated as a "trusted flagger" under article 22 of the DSA, we will prioritize and process the complaint in accordance with our legal obligations.

Abuse of the Complaints Process

We do not tolerate complaints made in bad faith, including those that are abusive, harassing, or intended to cause harm. If you are a registered KalonAI user and submit an abusive or unfounded complaint, we may take proportionate action, including restricting or terminating your account. You will be notified of the reasons for any such restriction and may appeal under our Appeals Policy.

EU/EEA Consumer Mediation and Out-of-Court Settlement

If you are located in the EEA, you may seek to resolve disputes through consumer mediation services. We are not required to participate in alternative dispute resolution (ADR) proceedings and may choose whether to do so, except where participation is mandatory under applicable law.

Additionally, under article 21 of the DSA, you may refer disputes to certified out-of-court dispute settlement bodies. We will engage in such proceedings in accordance with our legal obligations.

Regulatory Complaints under the DSA (EU/EEA)

If you are located in the EEA and believe that an infringement of the EU's DSA has occurred, you may file a complaint with the Digital Services Coordinator in your country of residence. You may also report concerns to us under this policy and, if dissatisfied with our response, dispute our decision through our Appeals Policy.

Regulatory Complaints Under the UK Online Safety Act

If you are located in the United Kingdom and believe that we have failed to comply with the UK Online Safety Act, you may escalate your complaint to Ofcom, the UK regulator. Information about how to contact Ofcom is available at: https://www.ofcom.org.uk/make-a-complaint.

Your Statutory Rights

Nothing in this policy or our Terms of Service affects your statutory rights under law.