At Pryda.AI, operated by OttoLab Media Ltda., we are committed to delivering a safe, respectful, and high-quality experience to all our users. We recognize that issues or concerns may arise, and we take every complaint seriously, handling them with diligence, confidentiality, and impartiality.
This Complaint Policy outlines how users can file complaints and how we process, investigate, and resolve them in a timely manner.
We have a dedicated customer support team ready to assist you with any concerns regarding your experience on our platform. Our team is trained to handle inquiries professionally and with confidentiality.
All complaints are treated seriously and reviewed by qualified personnel committed to impartial resolution.
Users may file a complaint by contacting our designated team at:
pryda.ai@gmail.com
This channel is monitored during regular business hours (Brasília time, GMT‑3), and we aim to respond promptly.
To help us investigate and resolve your complaint efficiently, please include the following:
You will receive a written acknowledgment of your complaint within 24 hours of submission, confirming that your issue is being reviewed.
We aim to investigate and resolve complaints within 7 business days. Complex cases may require additional time. In such instances, we will keep you informed about the status and expected timeframe for resolution.
All findings will be documented, and appropriate measures will be taken to address any validated issues.
Once the investigation is complete, you will receive a final response by email, outlining the outcome of the complaint and any corrective actions taken.
We may also invite you to provide feedback on the resolution process, as part of our ongoing commitment to service improvement.
If you are not satisfied with the resolution, you may request escalation by replying to our final response within 7 business days, explaining the reasons for your dissatisfaction.
Your case will be reviewed by a different team or senior member not involved in the initial resolution. A final outcome will be communicated to you within a reasonable timeframe.
If, after escalation, you still believe your rights have been violated, you may lodge a formal complaint with your local data protection authority. For users in Brazil, this includes the Autoridade Nacional de Proteção de Dados (ANPD). For users in the United States, rights may also be exercised under the CCPA with relevant consumer protection bodies.
For questions about this Complaint Policy, please contact us at pryda.ai@gmail.com