Atween Complaint & Report Handling Rules (Overseas)

Version: v0.1-overseas-review-draft | Effective: upon formal release | Complaints intake: complaints@atween.app

Send a complaint to complaints@atween.app. It is a dedicated address for this page, kept separate from the privacy mailbox so that neither queue hides the other: data-rights requests — access, correction, export, erasure, withdrawing consent — go to privacy@atween.app instead and are answered under the Privacy Policy. Aligned to DSA (Art. 14-20) internal-complaint-handling and to GDPR/CCPA rights handling.

We did not print this address until it had been tested and confirmed to receive mail, on 20 August 2026. That test is the reason it is here: a published address that silently drops complaints would be worse than a blank one, because you would send something that matters and nobody would ever read it.

What is still true, and worth saying plainly: one person reads this queue. There is no ticketing product behind it, and no in-app complaint button yet. Neither of those is what makes a complaint received — being read by someone who can act on it is.

1. What you can raise

AI output errors, AI sounding judgemental, exit failure, deletion failure, training-consent issues, third-party data-sharing questions, account/privacy issues, crisis-handling issues, illegal content, or any harmful experience.

2. Submission entry

The formal version provides a convenient in-app entry. Until that exists, complaints@atween.app is the entry, and it is a real one: a monitored mailbox is enough to make an intake system, and a third-party ticketing product is not required.

3. Submit less intimate content

Use de-identified descriptions, time, feature entry, screenshot number or ticket number. We do not require you to repeatedly paste intimate originals, the other person's words, full transcripts or identifying material.

4. Handling process

  1. Acknowledge and generate a ticket number.
  2. Triage for safety risk, personal data, minors, major property loss or illegal content.
  3. Ordinary issues go to product/support; high-risk issues go to safety escalation.
  4. Give a reasoned outcome and keep a de-identified ledger.
  5. If you disagree, provide an appeal route (and, where DSA applies, out-of-court dispute-settlement information).

5. Response times

Published response times are pending operations: we will put numbers here once we have run this intake for real and know which ones we can actually keep. What holds regardless of that: high-risk safety issues escalate immediately; every complaint gets an acknowledgement with a ticket number, and that acknowledgement tells you when to expect an answer; you then get a reasoned outcome, not silence; and if something turns out to take longer than the acknowledgement said, we tell you why and give you a revised expected time, without waiting for you to chase us.

We would rather commit to a shape we keep than to a number that reads well. A number here that we miss would be worse than no number, because you would have planned around it.

6. Major risk

Self-harm, harm-to-others, threat, domestic violence, control, addiction or major property loss are not ordinary customer-service issues; they enter safety protection and necessary assistance.