Complaint Policy

This Policy explains how you can complain about anything that happens while using PlayOnly (“the Service”), and how we handle complaints fairly and promptly.

We see complaints as a chance to improve the Service, and we review every complaint we receive in good faith.

You can complain about any aspect of the Service, including:

• ·the Service's features, outages or quality;
• ·AI character messages or AI-generated photos and videos;
• ·billing and Spark (purchases, deductions, credits, Spark moved between users and so on);
• ·action we have taken on your account, such as restriction, suspension or termination;
• ·our decisions on content removal requests;
• ·how we handle personal information;
• ·how we responded to your enquiry.

Send your complaint to admin@playonly.ai. To help us look into it quickly, please include:

• ·the email address of your account on the Service;
• ·what the complaint is about and what happened;
• ·the date and time of the problem;
• ·any supporting material, such as screenshots or payment receipts;
• ·the outcome you would like.

If you do not have an account or cannot access it, we will still accept your complaint if you give us an email address to reply to and describe the situation.

If we need more time to investigate, we will tell you within those 7 business days why, and when you can expect our response.

Where you complain about a decision we made, such as an account action or a content removal decision, we look again at the facts and the grounds for the original decision, together with any new information you provide. If the decision turns out to be wrong, we put it right.

Spark purchases are processed by our payment provider. For any complaint about Spark, including payments, deductions and credits, please contact us first at admin@playonly.ai and we will look into it and respond.

The payment provider's own procedures may also apply to matters such as receipts and refunds. The rules on cancellation and refunds are set out in the Terms of Service.

Complaints about personal information are handled under the Privacy Policy, and we will tell you the outcome within 30 days of receiving your request.

If you are not satisfied with our response, you may contact the authorities for privacy reports and advice listed in the Privacy Policy.

If your complaint remains unresolved after our response, you can seek help from:

• ·consumers in Korea: the Korea Consumer Agency's 1372 Consumer Counselling Center (1372, www.ccn.go.kr);
• ·consumers elsewhere: the consumer protection authority in your country or region.

This Policy does not limit any rights you have under applicable law, including your right to bring proceedings in court. The law and jurisdiction that apply to disputes are set out in the Terms of Service.

We will not restrict your account or treat you less favourably because you made a complaint.

However, if we find, independently of the complaint, that the Terms of Service or another policy has been breached, we may take the action that policy provides for.

We keep complaints and records of how they were handled for as long as needed to deal with them and to meet our legal obligations, and then delete them as described in the Privacy Policy.

Please read this Policy together with the following documents.

• ·Terms of Service
• ·Privacy Policy
• ·Content Removal Policy
• ·Blocked Content Policy
• ·DMCA Policy
• ·Referral Program Terms

We may change this Policy as the law or the Service changes. We will publish the effective date and the substance of any change within the Service, and changes that disadvantage users are announced at least 7 days before they take effect.

To make a complaint or ask about this Policy, write to admin@playonly.ai.

The Korean text of this Policy is the authoritative version. Where a translation differs, the Korean text prevails.