On the tyan.ai platform, we place the utmost importance on safety and compliance for all of our users. We urge you to report any content that you believe may be illegal or in violation of our Terms of Use (TOU). Upon receipt of a complaint, we will undertake a comprehensive review of said content within the timeframes defined in our Complaint Policy.

1. Client Support

We offer a dedicated support team ready to assist our users with any questions or concerns.

Our support team is focused on providing fast and efficient assistance. Users can contact us in case of any difficulties or questions related to our website, applications or services.

All queries are handled with the highest level of professionalism, confidentiality and objectivity. We strive to resolve our users' problems as quickly and efficiently as possible.

2. Complaint process

Users who wish to express dissatisfaction or file a complaint can contact our support team.

3. Required Information to File a Complaint

In order for us to address your complaint quickly and efficiently, please provide the following information:

• Full name and e-mail address of the user;
• A detailed description of the problem, including the date and time of the incident;
• If available, please attach supporting documents or screenshots that may assist in the investigation.

This information will help us understand the situation more quickly and offer a solution.

4. Acknowledging receipt of your complaint

Upon receipt of your complaint, our support team will send you an acknowledgement to the email address provided within 24 hours. All referrals will be carefully reviewed by our team. We aim to resolve issues within seven (7) working days of receipt. During this period, we may contact you for further details to better understand the nature of your complaint.

5. Investigation and Resolution Process

Each complaint will be subjected to a thorough investigation to identify the root problem. Our goal is to provide a resolution within a reasonable time frame. However, depending on the complexity of the situation, some cases may require additional time to fully analyze. We will keep you informed of the progress of the investigation and the estimated timeframe for resolution of your concern.

6. Feedback and next steps

Once we have completed analyzing your complaint, we will provide you with information about the results of the investigation and the actions taken. We would also welcome your feedback on the resolution process to improve our services and make them more user-friendly.

7. Escalation Procedure

If you are unhappy with the decision made on your complaint, you have the option to request a review. To do this, simply contact our support team within a reasonable timeframe and provide specific reasons why you disagree with the initial response.

Your case will be referred to a different team or specialists who were not involved in the initial process. They will re-analyze your situation and evaluate the earlier decision. We will notify you of the outcome of this process as soon as possible.