Complaints
Complaints policy
Effective April 24, 2026
socialAF commits to addressing every customer complaint in a timely, fair, and transparent manner. Our resolution target is five business days.
How to submit a complaint
Please include:
- Your account email
- Order ID or subscription identifier, if relevant
- A clear description of the issue
- Any supporting screenshots or URLs
Resolution process
- Acknowledge. We confirm receipt of your complaint.
- Investigate. We review the issue against relevant logs, policies, and applicable law.
- Resolve. We provide a clear resolution within five business days, with an explanation of any action taken.
Covered issues
- Billing, refunds, and subscription concerns — see our Refunds & Billing policy for eligibility
- Account access, suspensions, or feature restrictions
- Content moderation decisions and safety-enforcement appeals — see our Content Safety policy
- Technical issues impacting service use
Escalation
If you are not satisfied with the resolution, you may request escalation by replying to the original thread with the subject line “Escalation requested”. A senior reviewer will re-examine the matter.