Date of Revision: [01/01/2024]

At Black Labs Studio UG, we are dedicated to ensuring a positive experience for our users on Mamacita.ai (the “APP”). We recognize that users may occasionally have concerns or complaints, and we are committed to addressing them efficiently and effectively. This Complaint Policy outlines the procedure for users to submit complaints regarding their experiences on our platform.

Customer Support: Our dedicated support team is available to assist users with any issues or complaints related to the APP. We ensure prompt, professional, and impartial assistance, maintaining confidentiality throughout the process.

Submitting a Complaint: Users can file a complaint by contacting our customer support team at hello@mamacita.ai or directly through the “Contact” section in the APP.

Information for Complaint Submission: When submitting a complaint, please include:

User's full name and email address.
Detailed description of the complaint, including date and time of the incident.
Any relevant supporting documents or screenshots.
Acknowledgment of Complaint: Our customer support team will acknowledge receipt of the complaint within 24 hours via email.

Investigation and Resolution: We will conduct a thorough investigation of each complaint. Our aim is to resolve issues within a reasonable timeframe, keeping users informed about the progress and expected resolution timeline. Complex cases may require additional time for a comprehensive investigation.

Feedback and Follow-Up: After resolving the complaint, we will provide users with feedback on the outcome and any actions taken. We may also request user feedback on our resolution process to enhance our services continually.

Escalation Process: If a user is not satisfied with the provided resolution, they can request further escalation by notifying our support team, outlining their reasons for dissatisfaction. The escalated case will be reviewed by a different team or individuals not initially involved in the resolution. Users will be informed about the outcome of this escalated review within a reasonable timeframe.

This policy reflects our commitment to maintaining a high standard of user satisfaction and continuously improving the experience on Mamacita.ai.