Complaint and Abuse Policy

1. Purpose

This policy explains how to report content or activity that may violate our Terms, Acceptable Use Policy, rights of others, payment rules, or applicable law.

2. What You Can Report

You can report:

• Any content involving minors or underage-looking persons.
• Real-person likeness misuse or non-consensual imagery.
• Illegal, abusive, exploitative, or harassing content.
• Copyright, trademark, privacy, publicity, or other rights violations.
• Fraud, payment abuse, chargeback abuse, or account takeover.
• Attempts to bypass moderation, age checks, payment controls, or rate limits.
• Security issues, spam, scraping, bot activity, or platform abuse.

3. How to Submit a Complaint

Email support@gensomnia.com with as much of the following as possible:

• A clear description of the issue.
• Relevant URLs, generation IDs, account names, screenshots, or receipts.
• Your relationship to the content or rights involved.
• Whether there is immediate risk of harm.
• Your contact email for follow-up.

4. Urgent Reports

Reports involving minors, credible threats, trafficking, exploitation, or illegal content are treated as urgent. We may preserve evidence, disable access, and report relevant information to hosting providers, payment partners, or law enforcement where required or appropriate.

5. Review Process

After receiving a report, we may:

• Acknowledge receipt when contact information is provided.
• Ask for more details or verification.
• Review account activity, payment records, logs, and related content.
• Remove or restrict content while we investigate.
• Take action under our Terms and Acceptable Use Policy.

6. Possible Outcomes

Depending on the report, we may:

• Remove content or block access to it.
• Warn, limit, suspend, or terminate an account.
• Cancel unpaid or fraudulent transactions.
• Refuse refunds for policy-violating accounts where allowed by law.
• Preserve evidence for legal or safety purposes.
• Report illegal activity to appropriate authorities.

7. Appeals

If your content or account was restricted and you believe this was a mistake, reply to the support email or contact us with a clear explanation and any supporting information. Abuse of the appeals process may result in refusal of further review.

8. Related Policies

This policy works together with our Terms of Service, Acceptable Use Policy, and Content Removal page.

9. Contact

Abuse and complaint reports should be sent to support@gensomnia.com. Business and compliance inquiries may also be sent to contact@gensomnia.com.