Complaint Policy

Last updated 27 October 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 a day, always 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. Every complaint is reviewed and resolved within five business days, and the outcome is sent to you; if a review finds illegal content we remove it immediately, before the review is finished.
• 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

Card plans renew until cancelled; you can cancel anytime (see the terms). 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.