SaaSFactory.ai Complaints Policy
This policy explains how to raise a complaint with SaaS Factory, what happens next, and where it can go. It sits alongside the Terms of Service; the escalation ladder in clause 65.2 applies to formal disputes.
1. Who this is for. Our customers. If you are an end user of a product built on SaaS Factory, your complaint is with that product’s owner: use their published complaints route. We are the platform host, not the seller of their product. If you believe content on SaaS Factory is illegal or infringing, use the routes in the terms: support@saasfactory.ai for illegal content (clause 17.5) and for IP complaints (clause 47).
2. How to complain. Email support@saasfactory.ai or use the Support and Feedback widget. Tell us: what happened, when, the product or feature involved, what you have already tried, and the outcome you want. One complaint per thread keeps it fast.
3. What happens next. Your complaint is acknowledged and handled AI first, escalating to a human where the AI judges it needs one, or where you ask for a human review and the complaint is unresolved. We investigate using our records; our usage metering and billing records are authoritative absent obvious error (terms, clause 8.3).
4. What we can and cannot do. We can fix platform faults, correct billing errors, review suspensions, and explain decisions. We cannot refund metered consumption (terms, clause 8.4), override sanctions and compliance obligations, or intervene in disputes between you and your end users.
5. If you disagree with the outcome. Reply and ask for escalation; it will be reviewed afresh. If still unresolved, the formal route in the terms applies: written notice of dispute, 30 days of good faith negotiation, then the courts of England and Wales (terms, clause 65).
6. Billing disputes. Contact us before raising a card chargeback. A chargeback against our fees without contacting support first is a breach of the terms (clause 7.6).
7. What we track. Complaints are logged, and patterns feed our roadmap through the same feedback engine as everything else on SaaS Factory.
agentOS Proptech Group Ltd t/a SaaSFactory.ai · 13 Lambourne Crescent, Llanishen, Cardiff, Wales, CF14 5GF · support@saasfactory.ai