Complaint Policy
Last Modified May 4, 2026
This Complaint Policy is provided by TLabs ltd ("TLabs," "we," "our," or "us").
At TLabs, we value our users and strive to provide a positive experience with dreamcam.ai (the "Website"). We understand that concerns or complaints may arise, and we are committed to addressing them promptly and effectively.
1. Customer Support
Our support team assists users with concerns, complaints, and inquiries regarding the Services. Inquiries are managed with professionalism, confidentiality, and impartiality. We are committed to addressing concerns promptly and to the best of our abilities.
2. Submitting a Complaint
Users who wish to file a complaint may contact our customer support team at [email protected].
3. Information to Include in the Complaint
When submitting a complaint, users are encouraged to provide:
- User's name and email address;
- Description of the complaint, including relevant details such as date and time of the incident; and
- Supporting documentation or screenshots, if applicable.
4. Acknowledgment of Complaint
Upon receiving a complaint, our support team will acknowledge receipt within 72 hours via email where systems permit.
5. Investigation and Resolution
We will conduct a thorough investigation into each complaint. Reported complaints will be resolved within 5 business days where possible. If there is evidence of illegal or non-compliant content, the content will be removed immediately. Users will be kept informed of progress and expected resolution timelines.
6. Feedback and Follow-Up
Once the complaint has been addressed, users will receive feedback regarding the outcome and any actions taken. We may seek feedback on the resolution process to continuously improve our services.
7. Escalation
If a user is dissatisfied with the resolution, they may request escalation by notifying support within a reasonable timeframe and providing clear reasons. The case will be reviewed by individuals or teams not initially involved, and the user will be notified of the outcome within a reasonable timeframe.
Contact Us
If you have questions about the Services or need to report violations, contact us at [email protected].