Chatropic

Complaints Policy

Tell us when something goes wrong. Here’s how to raise a concern and what happens next.

Last updated:

1. What you can report

This policy explains how to raise a complaint about Chatropic’s services, billing, accessibility, support, personal information handling, or the behaviour of an AI agent powered by Chatropic. You do not need a paid account to raise a concern.

If your complaint concerns a purchase, refund, delivery, or other service supplied by a business using Chatropic, contact that business directly. Chatropic provides the technology and cannot decide that business’s disputes, but you may still report concerns about our platform.

2. How to make a complaint

Email sales@chatropic.com with “Complaint” in the subject. For a privacy matter, use “Privacy complaint”. If you need an accessible way to communicate, tell us what assistance would help.

Where available, include:

  • Your name and a reply email address.
  • The relevant workspace, business, website, or account email.
  • What happened, when it happened, and how it affected you.
  • A conversation or transaction reference and relevant screenshots with unnecessary personal information removed.
  • Any steps already taken and the outcome you are seeking.

Do not send passwords, API keys, full payment card numbers, or unrelated personal records. If you act for someone else, we may ask for evidence that you are authorised. You can raise a concern without identifying yourself, although this may limit investigation and our ability to reply.

3. How we handle complaints

  1. Review and acknowledge: we review the concern, confirm receipt, and request clarification where needed.
  2. Investigate: we assess relevant records and involve the people or service providers needed to understand what happened. Privacy, security, and safety concerns are prioritised according to their risk.
  3. Respond: we explain our findings and any action or remedy we can offer. If a requested outcome is unavailable, we explain why.
  4. Keep you informed: if the investigation needs more time, we explain the delay and the next steps.

4. Response times and outcomes

We aim to acknowledge and address complaints promptly. The time needed depends on the issue, available information, and involvement of other businesses or providers. Where law sets a response deadline, that deadline takes precedence; any permitted extension will be explained.

Possible outcomes include an explanation, correction, technical fix, account assistance, or another appropriate remedy. Submitting a complaint does not automatically entitle you to a refund or change your contractual rights; any billing adjustment is assessed under your agreement and applicable law.

5. If you are not satisfied

Reply to the complaint correspondence and request a further review, explaining what remains unresolved and providing any new information. We will reconsider the matter and, where practicable, involve someone who was not responsible for the original response.

You may seek independent advice or contact a competent regulator, consumer protection body, or court at any time. You do not have to complete our process first, and this policy does not restrict statutory rights or pause legal deadlines.

For personal information concerns where Nigerian data protection law applies, you can contact the Nigeria Data Protection Commission. People in other jurisdictions may contact their relevant data protection authority. Our Privacy Policy explains how to exercise privacy rights.

6. Confidentiality and fair treatment

Complaint records are handled under our Privacy Policy. Information may be shared with people who need it to investigate or resolve the matter, or where required by law. We cannot promise absolute confidentiality, but you should provide only information relevant to your complaint.

We aim to handle concerns fairly and respectfully. Raising a complaint in good faith will not, by itself, be a reason to restrict your access to Chatropic. Separate measures may still be necessary to address abuse, security risks, or unlawful conduct.

7. Urgent security or safety concerns

For suspected data exposure, account compromise, or harmful agent behaviour, email sales@chatropic.com with “Urgent security or safety concern” in the subject and describe the issue without exposing additional sensitive data. This inbox is not an emergency service or a guarantee of continuous monitoring. Contact local emergency services if someone is in immediate danger.

8. Policy updates

We may revise this policy to reflect changes in our service or complaint process. The date at the top identifies the latest update. Changes do not remove rights provided by applicable law.