Complaint Policy

Send complaints to contact@virtugf.com or @VirtuAI_Support on Telegram. Include your contact details, the relevant account or transaction, a clear description, the date or approximate time, supporting evidence where appropriate, and any information explaining urgency.

VirtuAI records the complaint, determines whether additional information is required, assesses urgency and severity, and investigates available account, payment, moderation, content, and technical records relevant to the issue. Only information reasonably necessary for resolution is used.

Credible reports involving minors, non-consensual intimate material, trafficking, coercion, imminent harm, or other severe illegal-content risks are prioritised. VirtuAI may immediately block content, restrict functionality or an account, preserve necessary evidence, or involve a competent provider or authority while the investigation continues.

VirtuAI aims to resolve complaints promptly. Content complaints and takedown requests covered by this policy will be resolved no later than seven calendar days after sufficient information is received to identify and assess the matter.

If a final legal determination cannot reasonably be completed within that period, VirtuAI will take an appropriate interim protective measure within the seven-day period and inform the reporter that further assessment is continuing where communication is legally and operationally possible.

The complainant is informed of the outcome to the extent permitted by privacy, security, and legal obligations. A complainant may request escalation by explaining why the initial outcome did not address the issue. VirtuAI will reassess the available information and any new evidence.

Billing complaints should identify the charge, account, date, and reason for dispute. VirtuAI may review payment-provider records, account activity, fulfilment records, and fraud signals. Users should contact support promptly about an unrecognised charge; this does not limit any statutory or cardholder rights.

Complaint records, correspondence, evidence, actions, and decisions may be retained as necessary for investigation, security, legal compliance, and provider requirements. Access is limited to authorised personnel with a legitimate need.