COMPLAINT POLICY

Effective Date: December 15, 2025 Version: 1.1

1. INTRODUCTORY PROVISIONS

This Complaint Policy governs the procedure for filing complaints and claims regarding defects in services provided by OneClick AI Solutions s.r.o. on the portal www.sweetbun.ai.

The goal is to ensure a quick and fair resolution of issues that users may encounter.

2. SUBJECT OF COMPLAINT

A User may file a complaint or claim in the following cases:

Technical Error: The Service is unavailable, the chat is not working, or an image was not generated even though tokens were deducted.
Billing Error: An incorrect amount was deducted, or a paid subscription was not activated.
Service Quality: The Service does not correspond to the description (e.g., missing features).

Note: Dissatisfaction with the "creative style" of AI responses (subjective assessment) is not grounds for recognizing a complaint if the AI is functioning technically correctly.

3. SUBMISSION PROCEDURE

Send your complaint to the email: support@sweetbun.ai.

The content of the complaint must include:

User identification (registration email).
Description of the problem (including the time of occurrence).
Evidence (screenshots, transaction ID).

4. TIMEFRAMES AND RESOLUTION

4.1. Confirmation: We will confirm receipt of the complaint automatically by return, no later than within 24 hours.

4.2. Resolution Timeframe: We will resolve the complaint without undue delay, no later than within 30 days (according to law); however, in the case of illegal content, we respond within hours.

4.3. Method of Remedy:

Fix: Removal of the technical defect.
Compensation: Crediting of replacement tokens or extension of the subscription.
Refund: Returning money to the card (only if the Terms of Service conditions are met - e.g., not exceeding the limit of 10 tokens).

5. ESCALATION AND CHARGEBACKS

5.1. Escalation: If you are not satisfied with the resolution, you may request a review by a support manager. You will receive a response to the escalation within 7 days.

5.2. Chargebacks: We strongly warn against unauthorized chargeback requests with the bank (so-called "Friendly Fraud"). We thoroughly investigate every disputed chargeback and provide the bank with evidence of service usage (logs).

In the event of an unauthorized chargeback, your account will be permanently blocked (Blacklist).

6. OUT-OF-COURT DISPUTE RESOLUTION

The consumer has the right to out-of-court dispute resolution with the Czech Trade Inspection Authority (adr.coi.cz).

Contact: OneClick AI Solutions s.r.o. ID No. (IČO): 23948353 Tax ID (DIČ): CZ23948353 Sokolovská 428/130, Karlín, 186 00 Prague 8 Email: support@sweetbun.ai