Complaints and Appeals Policy

Effective 31 August 2026

This Complaints and Appeals Policy explains how Nightcloud Interactive LLC (“Nightcloud,” “we,” “us,” or “our”) receives, reviews, and resolves complaints relating to KinkzAI and how users may request review of certain enforcement decisions.

KinkzAI is an adult AI companion and roleplay service. It does not currently provide a public gallery, marketplace, social network, or user-to-user content-sharing service. Hosted Service conversations are processed transiently, and Local Content ordinarily remains on the user’s device. These features affect the information available to Nightcloud when investigating a complaint.

This Policy should be read together with our Terms of Service, Content and Acceptable Use Policy, Content Moderation Policy, Age Verification Policy, Anti-Human Trafficking and Exploitation Policy, AI Companion Safety Protocol, and Billing, Cancellation, and Refund Policy.

Capitalized terms not defined in this Policy have the meanings given to them in our Terms of Service.

1. Who May Submit a Complaint

Any person may submit a complaint concerning KinkzAI.

You do not need to have a KinkzAI account to report:

• potentially illegal content or conduct;
• content or conduct that may violate our policies;
• child sexual exploitation or suspected child sexual abuse material (“CSAM”);
• human trafficking or sexual exploitation;
• nonconsensual intimate imagery, sexual deepfakes, or other unauthorized intimate depictions;
• an unauthorized use of your name, image, voice, likeness, or other identifying characteristics;
• infringement or misuse of intellectual-property, privacy, publicity, or other rights;
• a safety concern involving the Service;
• suspected fraud, impersonation, or other abuse;
• an age-verification concern;
• a billing or subscription concern; or
• another complaint relating to KinkzAI.

Complaints concerning nonconsensual intimate imagery or sexual deepfakes should also include the information described in Section 6.

2. How to Submit a Complaint

Complaints may be submitted by email to:

admin@kinkzai.com

Your complaint should include enough information for us to identify and evaluate the issue.

Where applicable, please include:

• your name and contact information;
• the email address associated with your KinkzAI account, if relevant;
• a clear description of the complaint;
• the character, feature, account, transaction, content, or conduct involved;
• the approximate date and time of the relevant event;
• information reasonably sufficient to identify or locate the relevant material;
• screenshots, copied text, transaction information, or other supporting information reasonably available to you; and
• the action you are requesting, if any.

Do not send passwords, complete payment-card numbers, government identification documents, or other information that is not reasonably necessary for us to evaluate the complaint.

If a report concerns suspected CSAM or sexual exploitation of a person under 18, do not email or attach a copy of the suspected CSAM. Instead, provide information reasonably sufficient to identify or locate the material.

3. Complaint Resolution Period

We will resolve each complaint within five business days after receipt, or within any shorter period required by applicable law, a card network, our acquiring bank, or our payment processor.

For purposes of this Policy, a complaint is resolved when Nightcloud makes and, where usable contact information is available, communicates a determination or takes other appropriate action based on the information reasonably available to us.

Resolution may include:

• determining that the reported content or conduct violates our policies;
• determining that the reported content or conduct does not violate our policies;
• removing or disabling content within Nightcloud’s control;
• restricting, suspending, or terminating an account or feature;
• making a technical, moderation, or safety change;
• issuing a warning;
• processing or denying a billing or refund request under the applicable billing terms;
• making a report required by applicable law;
• preserving information as required by applicable law or legal process;
• determining that the relevant material is not within Nightcloud’s possession or control;
• determining that the information provided is insufficient to substantiate the complaint; or
• taking another action appropriate to the circumstances.

If a complaint does not contain enough information for us to evaluate the issue, we may request additional information.

If we cannot substantiate the complaint based on the information available within the applicable resolution period, we may resolve the complaint on that basis. You may submit a new complaint if additional material information later becomes available.

4. Priority Complaints

Nightcloud gives priority handling to complaints involving:

• suspected CSAM or child sexual exploitation;
• human trafficking or sexual exploitation;
• nonconsensual intimate imagery or sexual deepfakes;
• a credible threat of serious real-world violence;
• a person who may be under the minimum age required to use KinkzAI;
• an immediate safety concern; or
• another matter subject to a shorter legal, card-network, acquiring-bank, or payment-processor deadline.

Priority handling may include immediate restriction of an account, feature, or content while the matter is reviewed.

The five-business-day period in Section 3 is a maximum period for ordinary complaints and does not delay action that must or should be taken sooner.

5. Complaints Concerning AI-Generated Responses

The Hosted Service does not maintain a server-side conversation history as part of its ordinary operation.

If your complaint concerns an AI-generated response, please provide the relevant response or other information reasonably sufficient for us to understand what occurred.

Depending on the circumstances, useful information may include:

• the character involved;
• the approximate date and time;
• the text of the relevant output;
• a screenshot; and
• a brief explanation of why you believe the output violates our policies or raises a safety concern.

Do not create, reproduce, or send suspected CSAM for purposes of submitting a report.

Because Nightcloud generally cannot retrieve a completed Hosted Service conversation after the interaction has ended, we may be unable to investigate conversation content that the complainant does not provide.

6. Nonconsensual Intimate Imagery and Sexual Deepfake Requests

Nightcloud prohibits nonconsensual intimate imagery, sexual deepfakes, synthetic sexual replicas, and other intimate visual depictions of identifiable real people made available without valid consent.

KinkzAI does not currently provide functionality for users to publicly upload, publish, or share user-generated images or videos through the Service. Nevertheless, Nightcloud accepts reports and removal requests concerning nonconsensual intimate imagery or sexual deepfakes associated with KinkzAI.

This process is intended to accommodate requests under the federal TAKE IT DOWN Act where applicable and comparable requests under other applicable laws.

6.1 Who may submit a request

A removal request may be submitted by:

• the identifiable individual depicted in the material; or
• a person authorized to act on behalf of that individual.

A KinkzAI account is not required.

6.2 What the request should include

To submit a removal request, email admin@kinkzai.com and include, in writing:

• your physical or electronic signature;
• identification of the intimate visual depiction and information reasonably sufficient for Nightcloud to locate it;
• a brief statement that you have a good-faith belief that the depiction was published or made available without the consent of the identifiable individual, including any relevant information supporting that belief; and
• information sufficient for Nightcloud to contact you.

If you are submitting the request for another person, please also identify the person on whose behalf you are acting and state that you are authorized to submit the request for that person.

You do not need to send Nightcloud an additional copy of an intimate image if the material can be identified and located without doing so.

If the depiction appears to involve a person under 18, do not email or attach a copy of the image. Provide identifying or location information instead.

If a request does not include all of the information described above, Nightcloud may nevertheless act on the request if we can reasonably identify the material and evaluate the complaint. We may contact you for missing information.

6.3 Action on a valid removal request

Nightcloud will treat a valid nonconsensual-intimate-imagery removal request as a priority matter.

If a valid removal request identifies qualifying content within Nightcloud’s possession or control, Nightcloud will remove or disable access to that content as soon as possible and, where applicable, no later than 48 hours after receipt of the request.

Where required by applicable law, Nightcloud will make reasonable efforts within that period to identify and remove or disable known identical copies within the Service.

If Nightcloud cannot locate the reported material, does not possess or control it, or determines that the request does not establish a basis for removal, we will communicate the applicable determination using the contact information supplied with the request.

Nothing in this Policy limits a shorter or more protective removal requirement imposed by applicable law.

7. Child Sexual Exploitation Complaints

Reports involving suspected CSAM or child sexual exploitation receive priority handling.

If Nightcloud obtains actual knowledge of apparent CSAM or other conduct that applicable law requires Nightcloud to report, Nightcloud will make the required report and comply with applicable preservation obligations.

In the United States, suspected child sexual exploitation may also be reported directly to the National Center for Missing & Exploited Children’s CyberTipline.

Do not send suspected CSAM to Nightcloud as an email attachment. Provide information reasonably sufficient to identify or locate the material.

Nightcloud may immediately restrict or terminate an account when available information reasonably indicates involvement with CSAM or child sexual exploitation.

8. Human Trafficking and Sexual Exploitation Complaints

Reports involving suspected human trafficking, sexual exploitation, prostitution, or unlawful commercial sexual activity receive priority handling.

Nightcloud may restrict or terminate access, preserve information when required, cooperate with valid legal process, and make reports required by applicable law.

Our Anti-Human Trafficking and Exploitation Policy provides additional information concerning Nightcloud’s approach to these matters.

9. Intellectual-Property and Other Rights Complaints

If you believe KinkzAI-supplied content or other material within Nightcloud’s control infringes or violates your copyright, trademark, right of publicity, privacy right, or another legal right, you may submit a complaint to admin@kinkzai.com.

Please include:

• your contact information;
• identification of the right you believe has been violated;
• information reasonably sufficient to identify or locate the material;
• an explanation of the basis for your complaint;
• information showing your connection to the relevant right or your authority to act for the rights holder; and
• the action you request.

Nightcloud will evaluate the complaint based on the information reasonably available to it and may request additional information where necessary.

This section does not imply that Nightcloud hosts user-generated material or that any particular statutory safe-harbor regime applies to the Service.

10. Complaints Concerning Local Content

Local Content ordinarily remains on the user’s own device and is not uploaded to or stored by Nightcloud merely because the user operates the Desktop App.

Nightcloud therefore may be unable to inspect, remove, modify, or disable Local Content identified in a complaint.

If reliable information nevertheless establishes that a user has violated the Terms of Service or Content and Acceptable Use Policy through Local Content or use of the Desktop App, Nightcloud may take account-level or other action available to it.

A determination that Nightcloud cannot access or remove Local Content does not mean that the reported content is permitted under KinkzAI’s policies or applicable law.

11. Age-Verification Complaints

Complaints concerning age verification, failed verification, reverification, suspected circumvention, or a person believed to be underage may be submitted to admin@kinkzai.com.

If Nightcloud determines that a person does not satisfy the applicable minimum-age requirement for the Service, Nightcloud will promptly restrict or terminate that person’s access.

Information associated with the account will be handled in accordance with our Privacy Policy, applicable law, legal obligations, applicable retention requirements, and any preservation requirement.

Additional information appears in our Age Verification Policy.

12. Billing and Subscription Complaints

Billing, renewal, cancellation, refund, and payment complaints may be submitted to admin@kinkzai.com.

We will resolve billing complaints within the period specified in Section 3, subject to any shorter requirement imposed by applicable law, a card network, our acquiring bank, or our payment processor.

Refund eligibility and subscription terms are governed by the Terms of Service and our Billing, Cancellation, and Refund Policy.

Nothing in this Policy restricts a payment-dispute right provided by applicable law or applicable card-network rules.

13. Notice of Resolution

Where usable contact information is available, Nightcloud will communicate the resolution of a complaint unless doing so is prohibited by applicable law or would materially compromise safety, security, an investigation, fraud-prevention measures, or another legal obligation.

The response may state that:

• action was taken;
• no policy violation was found;
• the matter was referred for another form of handling;
• the reported material could not be located;
• the relevant content is not within Nightcloud’s possession or control;
• the complaint could not be substantiated based on the information available; or
• another appropriate determination was made.

We may limit the details disclosed about an enforcement action when disclosure could compromise another person’s privacy, safety, security, confidential information, fraud-prevention measures, an investigation, or a legal obligation.

If a complaint was submitted by a person depicted or allegedly depicted in reported content, Nightcloud will communicate the resolution to that person if usable contact information is available, except to the extent applicable law prohibits the communication.

14. Appeals of Enforcement Decisions

A user may appeal a Nightcloud decision to:

• suspend or terminate the user’s account;
• materially restrict access to the Service or a feature because of an alleged policy violation; or
• impose another material enforcement action based on an alleged violation of the Terms of Service or Content and Acceptable Use Policy.

To appeal, email admin@kinkzai.com and include:

• the email address associated with the affected account;
• the enforcement action being appealed;
• why you believe the decision should be reconsidered; and
• any additional information you believe is relevant.

We will resolve an appeal within five business days after receipt, or within any shorter period required by applicable law, a card network, our acquiring bank, or our payment processor.

The meaning of “resolved” in Section 3 applies to appeals under this section.

15. Review of Complaint Outcomes

A complainant who believes Nightcloud materially misunderstood or overlooked relevant information may request one review of the complaint outcome by emailing admin@kinkzai.com.

The request should identify the original complaint and explain the basis for reconsideration.

Nightcloud may uphold, modify, or reverse the original determination.

We will resolve the review request within five business days after receipt, or within any shorter period required by applicable law, a card network, our acquiring bank, or our payment processor.

The meaning of “resolved” in Section 3 applies to review requests under this section.

A substantially identical request that presents no new material information may be resolved by reference to the prior determination.

16. Effect of an Appeal or Review

Submitting an appeal or request for review does not automatically suspend the underlying enforcement decision.

Nightcloud may maintain a restriction, suspension, termination, or removal while review is pending where continued access or restoration may present a legal, safety, security, fraud, payment-processing, or other material risk.

Nightcloud may uphold, modify, or reverse an enforcement decision after review.

Nothing in this Policy requires Nightcloud to restore an account, feature, or content where doing so would violate applicable law or a binding requirement of a card network, acquiring bank, payment processor, or necessary service provider.

17. False, Abusive, and Duplicate Complaints

You must not knowingly submit a materially false complaint, impersonate another person when submitting a complaint, fabricate evidence, or use the complaint process to harass or abuse another person.

Nightcloud may consolidate substantially identical complaints or appeals concerning the same issue.

A duplicate complaint or appeal that presents no material new information may be resolved by reference to the prior determination.

If a person repeatedly and knowingly abuses the complaint or appeal process, Nightcloud may limit further use of that process by that person to the extent permitted by applicable law.

Nothing in this section limits, penalizes, or is intended to discourage a good-faith report concerning suspected CSAM, child sexual exploitation, human trafficking, sexual exploitation, nonconsensual intimate imagery, sexual deepfakes, or an immediate threat to safety.

Nothing in this section limits good-faith reporting merely because Nightcloud ultimately determines that no violation occurred.

18. Records and Compliance Reporting

Nightcloud may maintain records concerning complaints, supporting materials, investigations, resolutions, appeals, enforcement decisions, takedown requests, and related communications for legitimate operational, legal, compliance, fraud-prevention, safety, and payment-processing purposes.

These records may include, as applicable:

• the date a complaint or request was received;
• the category of complaint;
• the content, account, conduct, or transaction identified;
• supporting information submitted with the complaint;
• actions taken by Nightcloud;
• the resolution;
• the date of resolution;
• any appeal or review and its outcome; and
• other information reasonably necessary to document Nightcloud’s handling of the matter.

Nightcloud may use complaint, takedown, and enforcement records to satisfy applicable reporting or audit requirements imposed by card networks, acquiring banks, payment processors, regulators, or applicable law.

Information submitted through the complaint process may therefore be retained separately from ordinary Hosted Service conversations.

This does not mean that Nightcloud maintains a server-side archive of Hosted Service conversations or routinely collects Local Content.

Our Privacy Policy provides additional information concerning the collection, use, disclosure, and retention of personal information.

19. Law Enforcement and Legal Process

Nightcloud will cooperate with valid legal process and make reports required by applicable law.

Official requests from law-enforcement, judicial, regulatory, or other competent government authorities should be submitted in accordance with our Law Enforcement and Government Request Guidelines.

Nothing in this Policy limits Nightcloud’s ability or obligation to preserve information, restrict access, report apparent unlawful activity, or take other action when required by law or reasonably necessary to address an urgent safety or security concern.

A complaint submitted under this Policy is not a substitute for contacting law enforcement or emergency services when immediate assistance is required.

20. Privacy and Confidentiality

Nightcloud may use and disclose information submitted through the complaint or appeal process as reasonably necessary to:

• investigate and resolve the matter;
• contact the complainant or affected user;
• enforce KinkzAI policies;
• protect users or third parties;
• prevent fraud or abuse;
• comply with applicable law or legal process;
• make a legally required report;
• work with service providers, payment processors, acquiring banks, card networks, professional advisors, regulators, or law enforcement; or
• establish, exercise, or defend legal claims.

We may withhold or limit information where disclosure could create a safety risk, facilitate retaliation, interfere with an investigation, violate applicable law, expose a person to further harm, reveal sensitive reporting information, or compromise security or fraud-prevention measures.

Our Privacy Policy provides additional information about how Nightcloud processes personal information.

21. Other Legal Rights

This Policy does not limit any complaint, reporting, appeal, removal, consumer-protection, or other right that applicable law does not permit Nightcloud to limit.

If applicable law requires a different procedure or shorter response, review, removal, or resolution period for a particular matter, that requirement controls.

22. Changes to This Policy

Nightcloud may modify this Policy from time to time to address changes in the Service, applicable law, card-network or payment-processor requirements, or our complaint and enforcement procedures.

Material changes will apply prospectively and will be communicated as required by applicable law.

The date at the top of this Policy identifies when it was last updated.

23. Contact Information

KinkzAI is operated by:

Nightcloud Interactive LLC
5205 Harvest Run Way
Myrtle Beach, South Carolina 29579
United States

Email: admin@kinkzai.com