Complaint Policy
Effective Date: 14 February 2025

At Americanca LLC dba Desiree.io (“Desiree.io”, “we”, “our”, “us”), we are committed to maintaining a high standard of user experience and addressing user concerns in a timely and professional manner. This Complaint Policy outlines the process by which users of our platform can submit complaints and how they will be handled.

Desiree.io refers to all our online platforms, websites (including https://dev.desiree.io and any redirected domains), services, products, and affiliated content (collectively, the “Services”).

1. Customer Support
   Our customer support team is dedicated to resolving user concerns with courtesy, confidentiality, and objectivity. We strive to resolve issues quickly and respectfully. All communications are handled in accordance with applicable laws and our internal procedures.
2. How to Submit a Complaint
   Users may file a complaint by contacting our support team:

• Email: support@dev.desiree.io
• On-site: Via the “Contact Us” form available in the Services

1. Required Information
   To ensure efficient handling of your complaint, please include the following:

• Full name and contact email
• Detailed description of the complaint
• Date and time of incident (if applicable)
• Relevant supporting documentation (screenshots, correspondence, etc.)

1. Complaint Review Process
   We follow a structured process for all formal complaints:

a) Acknowledgment: We will acknowledge receipt of your complaint within 24 hours, providing a reference number and the name of the team member assigned.

b) Investigation: We will conduct a thorough review, including contacting you for any clarifications needed.

c) Decision: The case will be assessed by a dedicated Complaints Officer or relevant department, ensuring a fair and transparent resolution.

d) Documentation: Every step will be documented, including correspondence and our final decision, for accountability.

1. Resolution Timelines

• Standard complaints will be resolved within 7 calendar days of acknowledgment.
• Illegal content flagged by users or detected through automated means will be reviewed and, if confirmed, removed immediately.
• If additional time is needed, you will be informed of the reason and anticipated timeline.

1. Escalation
   If you are unsatisfied with the outcome, you may escalate the complaint by:

• Responding to our resolution email or contacting support@dev.desiree.io
• Stating reasons for dissatisfaction with prior resolution

A senior team member uninvolved in the original resolution will review the complaint and provide a final response.

1. Chargebacks
   We encourage users to contact our support team for billing issues before disputing charges with their bank. Unfounded chargebacks may lead to account restrictions or permanent blacklisting. We aim to resolve any billing concern efficiently and fairly.
2. Fraud Prevention
   Desiree.io implements proactive fraud detection measures. We monitor for suspicious transactions and may request additional verification. We reserve the right to suspend or terminate access to the Services if fraud is detected.
3. Contact
   For any questions or to file a complaint, please contact:
   Email: support@dev.desiree.io

We are committed to improving your experience and ensuring that all users are treated fairly and respectfully.