Complaint Policy
Date of Revision: 08 January 2026
At dondi.ai, we value every user and are committed to providing a positive and responsive experience. We understand that from time to time users may encounter issues, concerns, or dissatisfaction with aspects of our Services. This Complaint Policy explains how you can submit a complaint, how we handle it, and what you can expect throughout the process.
This policy applies to all complaints related to the use of the dondi.ai platform including any issues with features, content, transactions, support, or breaches of our terms or policies.
1. Our Commitment to You
At dondi.ai, we aim to address complaints fairly, thoroughly, and promptly. Our support and complaints team will handle all submissions with professionalism, confidentiality, and impartiality, and strive to resolve issues in a way that is clear and understandable.
2. How to Submit a Complaint
If you would like to file a complaint regarding any aspect of your experience with dondi.ai, you can do so in the following ways:
- Support Email: Send your complaint to the official support email listed on the dondi.ai website or app support section.
- Contact Form: Use the “Contact Us” area available within the dondi.ai Services.
When submitting a complaint, we encourage you to include as much relevant information as possible so that we can investigate and respond effectively.
3. Information to Include in Your Complaint
To help us process your complaint quickly and accurately, your submission should include:
a) Your full name and email address so we can contact you if clarification is needed.
b) A clear description of the issue, including relevant dates, times, and any specific interactions or instances that led to the complaint.
c) Supporting evidence, such as screenshots, messages, transaction details, or error notifications — if applicable.
Providing complete information helps us understand the nature of your complaint and conduct a thorough review.
4. How We Will Handle Your Complaint
Once your complaint is received, we follow a structured process that includes acknowledgment, investigation, and resolution:
a) Acknowledgment
Within 24 hours of receiving your complaint, we will send an acknowledgment confirming we have received your message and are reviewing the issue. This communication may include a reference number and the name of the person assigned to your case.
b) Investigation
Our team will investigate your complaint in a fair and unbiased manner. This review may involve gathering additional information, reviewing system logs, or consulting other internal teams as required.
c) Resolution
We will evaluate all relevant information, apply the appropriate policies, and make a decision regarding the outcome. You will be informed of the decision and any action taken as a result of your complaint.
d) Documentation
Throughout the process, we will document each step — from receipt and acknowledgment to investigation and final outcome — including communications and decisions.
5. Timeframe for Resolution
We aim to complete the complaint handling process and notify you of the outcome within 5 business days from the date your complaint is received.
However, certain types of complaints — such as those involving suspected illegal activity or violations of blocked content standards — may be escalated and addressed more urgently as required.
6. Escalation Process
If you are not satisfied with the initial resolution, you can request that your case be escalated for further review. To escalate:
- Contact the support team again within a reasonable timeframe after receiving the first response.
- Provide a brief explanation of why you believe the issue requires further evaluation.
Your complaint will be reviewed by team members who were not involved in the original review to ensure an independent reassessment.
7. Chargebacks and Payment Disputes
If your complaint relates to billing, subscription charges, or authorization disputes:
- We encourage you to contact our support team before pursuing external chargebacks.
- Abuse of chargeback processes without first attempting resolution with us may result in additional review or restrictions on future transactions.
We aim to resolve payment concerns transparently and fairly while protecting both your rights and the integrity of our payment systems.
8. Fraud Prevention and Security
dondi.ai uses industry-standard practices to protect your account and financial information. If your complaint involves a suspected fraudulent transaction or unauthorized access:
- Our team will initiate a separate fraud investigation.
- Additional verification may be required to secure your account.
We take security seriously and work to safeguard your interactions with the platform.
9. Confidentiality and Privacy
All complaints and related communications are treated as confidential. We will protect your personal information and only disclose details to third parties if:
- required by law,
- necessary to investigate the complaint,
- or essential to provide resolution.
Your privacy is always respected throughout the complaint review process.
10. Changes to This Policy
dondi.ai may update this Complaint Policy to reflect changes in legal requirements, internal procedures, or user experience improvements. Any revisions will be posted on the Services with an updated Date of Revision. Continued use of dondi.ai after updates signifies acceptance of the revised policy.
11. Contact Information
If you have questions about our Complaint Policy or need assistance submitting a complaint, you may contact us through:
- the “Contact Us” feature available on the dondi.ai platform; or
- the official support email address listed on the dondi.ai website.
We are committed to addressing your concerns fairly and efficiently.