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Complaint Policy

Last Updated: July 29, 2026

At Nelex, LLC, we value our users and strive to provide a positive experience on fanfinity.ai (the “Platform”). We understand that concerns or complaints may arise, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.

1. Customer Support We have a dedicated support team available to assist users with any concerns or complaints.

Our support team is committed to providing prompt and effective assistance. Users can contact our support team if they encounter any issues or have inquiries regarding our Platform or services.

All inquiries are managed by our support team with professionalism, confidentiality, and impartiality. We are committed to addressing our users’ concerns as promptly as possible and to the best of our abilities.

2. Submitting a Complaint Users who wish to file a complaint can do so by contacting our customer support team via email at info@fanfinity.ai or by reporting the issue directly through the "Help Center" section of the Platform.

3. Information to Include in the Complaint To help us investigate and address the issue promptly, users are encouraged to provide the following details when submitting a complaint:

a. User's full name and e-mail address;

b. A description of the complaint, including relevant details such as the date and time of the incident;

c. Any supporting documentation or screenshots, if applicable.

4. Acknowledgment of Complaint

Upon receiving a complaint, our customer support team will acknowledge receipt within 24 hours via email.

5. Investigation and Resolution

We will conduct a thorough investigation into each complaint to understand the nature of the issue. All complaints will be resolved within 5 business days. Users will be kept informed of the progress and the expected resolution timeline.

6. Feedback and Follow-Up

Once the complaint has been addressed, users will receive feedback regarding the outcome of the investigation and any actions taken. We may also seek user feedback on the resolution process to continuously improve our services.

7. Escalation

If a user is dissatisfied with the resolution provided, they may request escalation. In this case, users should notify our support team within a reasonable timeframe, setting out clear reasons for their dissatisfaction with the initial resolution.

An escalated complaint is reopened and decided afresh: it is reassessed against the original record and the applicable policy rather than against the earlier decision, and any further information or evidence the user supplies is taken into account. The escalated review is a distinct step in the process, is not bound by the earlier outcome, and may uphold, vary, or reverse it. The user will be notified of the outcome, and of the reasons for it, within a reasonable timeframe. Escalation is available at no additional cost to the user.