Complaint Policy

Last updated 3 September 2026

Something went wrong — a payment, a character, an age check, or the way we handled a report. This is how to tell us, and what happens next.

How to complain

Email support@slavia.ai. Include:

• the email on your account (if you have one);
• what happened, and roughly when;
• order id or conversation id when it is about money or a chat;
• screenshots if they help.

What we do

• We acknowledge when we have seen it (usually within two business days).
• We investigate — looking at the order, the conversation, or the age record as needed.
• We reply with the outcome. Straightforward payment and access issues are often fixed the same day; harder ones may take up to seven days. If we need longer, we say so.
• Illegal content (especially anything involving minors) is escalated immediately — see the underage policy and blocked content.

If you disagree

Reply to the outcome and ask for a second look. Someone who did not handle the first reply will review it where practical.

Payments and chargebacks

Windows do not auto-renew. If a charge looks wrong, contact us before filing a chargeback — we can usually see the order and fix a miss. Fraudulent or abusive chargebacks may lead to account closure.