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Complaints Policy

Last updated: July 21, 2026

1. Scope

This Complaints Policy explains how to raise a complaint about the Service (hoty-ai.com), operated by ALLSTREAM LTD (company number 15304620, England and Wales), and how we handle it. It covers complaints about the Service generally, billing and payment complaints, and — as a priority track — complaints about non-consensual use of someone's likeness.

2. How to Submit a Complaint

Send your complaint to [email protected]. Please include your account email address, a description of the issue, and any relevant evidence (screenshots, generation IDs, transaction references). We aim to acknowledge receipt promptly and to provide a substantive response within 14 days of receiving a complete complaint. If a complaint requires more time to investigate, we will tell you why and give an updated timeframe.

3. Priority Track: Non-Consensual Content (NCII) Complaints

We treat complaints alleging that a person's likeness was used to generate content without their consent as our highest priority, regardless of whether the complainant is a registered user of the Service. Where a priority complaint is credible, we review it on an expedited basis and remove or restrict access to the content in question while we investigate, without waiting for the investigation to conclude; we may also suspend the account that submitted the content pending the outcome. We handle these complaints regardless of the country the complainant is in.

If you believe your image or likeness has been used on the Service without your consent, please include the following when you contact us:

  • Email [email protected] with the subject line "Non-consensual content complaint".
  • A link to, or an identifier (generation ID, chat character name, URL) for, the content in question, if known.
  • Information that lets us confirm your identity in relation to the person depicted — for example, a reference photo or other proof that reasonably supports your claim.

4. Billing and Payment Complaints

If your complaint relates to a charge, a payment that did not credit coins to your account, or a refund request, see our Refund Policy for how refunds are calculated and processed. You can still raise a billing complaint through the same [email protected] channel if you believe our Refund Policy has not been applied correctly to your case.

5. What We Do With a Complaint

Depending on the nature of the complaint, we may:

  • Request more information from you.
  • Review account activity and generation records relevant to the complaint.
  • Remove or restrict content.
  • Adjust a balance or process a refund.
  • Warn, suspend, or terminate an account.
  • Decline the complaint and explain why.

6. If You Are Not Satisfied With Our Response

If you disagree with the outcome of your complaint, you can ask us to review it again by replying to our response with additional information or reasons why you believe the decision was wrong. If, after this review, you remain unsatisfied and you are a consumer, you may have the right to refer certain disputes to a UK court or an applicable alternative dispute resolution (ADR) scheme; nothing in this Policy limits any statutory right you may have to do so.

7. False or Bad-Faith Complaints

Submitting a complaint that you know to be false, or that is made in bad faith to harass another user or to have legitimate content removed without a genuine basis, is a violation of our Terms of Service and may result in the complaint being disregarded and in action against the account that submitted it.

8. Language and Governing Law

This Policy is governed by the laws of England and Wales. Where this Policy is provided in a language other than English, the English version prevails in the event of any conflict or inconsistency.