Effective Date: 09/01/2025
LinkSouls.AI ("we," "us," or "our") is committed to addressing user concerns promptly and maintaining a safe, respectful environment. Our "Privacy Vault" architecture is designed to protect you, and this policy outlines the procedures for submitting complaints and how we enforce our standards.
By using the Services, you agree to adhere to this policy and cooperate with our complaint resolution process.
1. What Can Be Complained About?
You may submit a complaint if you encounter content or conduct that violates:
- Our Terms of Service
- Our Content Policy (e.g., hate speech, harassment, illegal activity, or content that endangers minors, in violation of our strict 18+ mandate)
- Our Privacy Policy
- Applicable laws (e.g., copyright infringement, CSAM, or data-related complaints)
Common issues include, but are not limited to:
- AI agent responses that violate our content guidelines.
- Copyright or trademark infringement.
- Attempts by a user to bypass our 18+ age-gate or facilitate underage access.
2. How to Submit a Complaint
To file a complaint, please provide the following information. Because we cannot access your private, encrypted conversation logs, providing clear evidence is essential for us to take action.
2.1 Required Information
- Your contact email (ideally the one associated with your LinkSouls.AI account).
- A detailed description of the issue (e.g., "AI agent generated prohibited content," "Copyright infringement").
- The date and time the issue occurred (if known).
- Specific details to locate the issue (e.g., AI agent name, profile URL).
- Crucial Supporting Evidence: Screenshots of the violating content, or any other records of communication.
- A statement confirming that the information provided is accurate.
2.2 Submission Methods
- Email: Send the complaint to `vip_service@linksouls.com` with the subject line "Complaint – [Brief Description]."
- In-App Reporting: Use the "Report" feature within the Services (accessible via the menu in conversations or profile pages).
3. Complaint Review Process
We review complaints in a timely manner, prioritizing those involving imminent harm.
3.1 Initial Assessment (1–2 Business Days)
- We acknowledge receipt of your complaint via email.
- Our team screens the complaint to determine if it falls within our policy scope and if sufficient evidence is provided. We cannot act on claims that are not substantiated with evidence.
3.2 Investigation (3–5 Business Days)
- Our team will review the evidence you submitted (e.g., screenshots) against our policies.
- We cannot and will not access or "analyze your private conversation logs" as part of this process. Our investigation is limited to the materials you provide and other platform-level data (e.g., account status, AI agent's *base* configuration).
- For urgent complaints (e.g., CSAM, imminent threats), we will escalate the review and may take immediate action (see Section 5).
3.3 Resolution and Notification
- We will notify you of our decision via email within 5–7 business days.
- Our response will include whether a violation was confirmed and what actions (if any) were taken on the reported account or AI agent configuration.
4. Content Removal Standards
While we cannot "remove" content stored on your private device, we will take action against AI configurations and user accounts that are found to violate our policies. We will restrict or ban any content or conduct that:
- 4.1 Violates Our Policies: Breaches our Content Policy (e.g., hate speech, harassment, explicit material).
- 4.2 Violates Applicable Laws: Content that is illegal (e.g., CSAM, criminal instructions).
- 4.3 Poses Imminent Harm or Violates 18+ Mandate: Content threatening self-harm or harm to others, or any conduct related to enabling or impersonating a minor (as defined in our Content Policy). In such cases, we may provide support resources or disclose information to authorities as required by law.
5. Actions We May Take
Our enforcement actions are focused on your account's access to our Services, not on the data stored on your device (which we cannot access). Depending on the violation, we may take one or more of the following actions:
- Content/AI Restriction: If the complaint is about a public or shareable AI agent configuration, we may remove it from public access or modify it.
- Account Warnings: Notify the user of the violation.
- Temporary Suspension: Restrict the user's access to our Services for a specified period.
- Permanent Termination: Ban the user from the Services for severe or repeated violations (e.g., sharing CSAM, persistent harassment, or any violation of our 18+ mandate).
- Legal Reporting: Disclose information (such as the user's Account Information and the complaint evidence) to law enforcement if the content involves criminal activity.
6. Appeals Process
If you disagree with our decision, you may appeal by:
- Emailing `vip_service@linksouls.com` within 14 days of our decision.
- Including "Appeal – [Complaint ID]" in the subject line.
- Providing a detailed explanation of why you believe the decision was incorrect.
Our appeals team will review your submission and issue a final decision.
7. False or Abusive Complaints
Intentionally submitting false or misleading complaints to target other users is a violation of our Terms of Service. We may issue a warning or suspend/terminate the complainant’s account for repeated abuse.
8. Retention of Complaint Records
We retain records of complaints themselves (your submission, our review notes, and actions taken) for at least 1 year to ensure accountability and comply with legal obligations. This data is handled in accordance with our Privacy Policy. This does not include your private conversation logs.
9. Updates to This Policy
We may revise this policy to improve our process or align with legal changes. Material updates will be posted on our website and app. Your continued use of the Services after the effective date constitutes acceptance.
10. Contact Us
For any questions about this policy, please contact our compliance team:
Email: `vip_service@linksouls.com`
c/o Viswise Consulting Limited
Room 2705, 27th Floor, China Resources Building, 26 Harbour Road, Wan Chai, Hong Kong