AERA is committed to maintaining a safe, respectful, and compliant environment for users of our Service.

If you have a complaint regarding AERA, including concerns relating to content, billing, privacy, safety, account access, or any other aspect of the Service, you may submit a complaint using the process below.

1. How to Submit a Complaint

Complaints may be submitted by email to:

gm@aeraonline.com

Please include, where applicable:

• Your name and contact information;
• A description of your complaint;
• The relevant character, content, transaction, or account information;
• The date and approximate time the issue occurred;
• Any relevant screenshots or supporting documentation.

Please do not submit sensitive identification documents unless specifically requested by us.

2. Complaint Handling Process

Acknowledgement and Review

We will review complaints promptly and aim to respond within 5 business days. Certain matters may require additional time depending on their complexity.

Investigation

We may investigate the relevant account activity, transaction, content, or other information necessary to evaluate the complaint. We may contact you if additional information or clarification is required.

Resolution

Following our review, we will take appropriate action based on the circumstances and, where appropriate, inform you of the outcome.

Actions may include correcting an account or billing issue, restricting or removing content, reviewing a character or scenario, or taking action against activity that violates our Terms of Service or Content Policy.

3. Illegal or Prohibited Content

Complaints involving potentially illegal or prohibited content are treated with priority.

Where we identify a credible concern involving prohibited content, we may immediately restrict or remove the relevant content pending further investigation.

Content involving sexual depictions of minors, sexual exploitation, non-consensual sexual content, or other illegal material is strictly prohibited under AERA's Content Policy.

4. Rights and Content Removal Requests

Complaints concerning intellectual property, identity, likeness, licensing, authorization, or requests for removal of specific content are also handled in accordance with our Content Removal & Rights Policy.

5. Billing Complaints

Complaints concerning charges, subscriptions, cancellations, or refunds will be reviewed in accordance with our Billing, Cancellation & Refund Policy.

If you believe you have been charged incorrectly or without authorization, please contact us promptly with sufficient information to identify the relevant transaction.

6. Privacy

Personal information submitted as part of a complaint will be handled in accordance with our Privacy Policy and used as reasonably necessary to investigate and respond to the complaint.

7. Follow-Up

If you believe your complaint has not been adequately addressed, you may request an additional review by replying to our response and providing any additional relevant information.

8. No Retaliation

AERA will not retaliate against users for submitting complaints in good faith.

Misuse of the complaint process, including intentionally false or abusive reports, may be subject to appropriate action under our Terms of Service.

9. Contact

For complaints or questions regarding this Policy, please contact:

AERA Inc. Email: gm@aeraonline.com