Complaint Policy

Introduction

Complaint Policy Last updated: 9 April 2026 At Omnipink Ltd. , we are dedicated to ensuring a positive experience with Spicestars.ai (the "APP"). We recognize that concerns or complaints may arise occasionally, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for Users to file complaints regarding any issues encountered while using our APPLICATION and Services.

1. Submitting a Complaint

Users wishing to file a complaint can do so by reaching out to our customer support team through legal@omnipink.ai or directly reporting in the APP in the "Contact" section. If via email, Users must send an email from the email address associated with their User Account. Complaint requests sent from an email address not associated with the User Account of the User making the complaint, will not be considered.

2. Customer Support

We maintain a specialized support team to assist our users with any concerns or complaints. Our support team is committed to delivering prompt and effective assistance. Users can contact our support team if they encounter any issues or have inquiries regarding our APP or Services. All inquiries are handled by our support team with professionalism, confidentiality, and impartiality. We are dedicated to addressing our users' concerns promptly and to the best of our abilities.

3. Information to Include in the Complaint

Correspondence must include as much information as possible to allow us to investigate your complaint and a detailed explanation of the reason(s) for which you believe your complaint to be justified. In addition to the above, when submitting a complaint, Users are encouraged to provide the following details to assist us in investigating and addressing the issue promptly:

Description of the complaint, including relevant details such as the date and time of the incident;

User's full name and email;

Any supporting documentation or screenshots, if applicable.

4. Acknowledgment of Complaint

Upon receiving a complaint, our customer support team will acknowledge the receipt within 24 hours via email. All complaints will be acknowledged within 24 hours and resolved within seven (7) business days. All illegal content will be removed immediately.

5. Investigation and Resolution

We will conduct a thorough investigation into each complaint to comprehend the nature of the issue. Our aim is to provide a resolution within a reasonable timeframe. Depending on the complexity of the complaint, some cases may require additional time for a comprehensive investigation. Users will be kept informed of the progress and the expected resolution timeline. We handle complaints in a timely, non-discriminatory, diligent, and objective manner. We may reverse previous decisions if a complaint sufficiently demonstrates that:

The issue to which our decision related did not in fact violate applicable law, third party rights, or the Terms of Service.

Our prior decision to not act on a notice was unjustified.

Our prior decision was unjustified or disproportionate in any other manner.

6. Feedback and Follow-Up

Once the complaint has been addressed, Users will receive feedback regarding the outcome of the investigation and any actions taken. We may also seek User feedback on the resolution process to continually improve our services.

7. Escalation

If a User is dissatisfied with the provided resolution, he/she may request further escalation. In such cases, Users can notify our support team within a reasonable timeframe, providing clear reasons for their dissatisfaction with the initial resolution. The case will be reviewed by individuals or teams not initially involved in the complaint resolution process. They will reassess the complaint and reconsider the previous decision. The User will be notified of the outcome of the escalation within a reasonable timeframe.

8. Abuse of Reporting and/or Complaint Handling System

We may suspend your access to our reporting and internal complaint-handling systems for a reasonable period of time if you frequently submit notices or complaints that are manifestly unfounded. Prior to such suspension we may issue a warning, provided that this does not conflict with the purpose of the suspension or with other, appropriate measures that may be applied. When deciding on the suspension, we consider factors such as the frequency, severity, and impact of your violation(s), as well as any prior measures imposed. Examples of misuse of our reporting and/or complaint-handling system that may be subject to suspension include, but are not limited to:

Frequently submitting multiple, identical, and unfounded notices or complaints.

Frequently submitting notices or complaints that are obviously unfounded.