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Complaint & DMCA Policy

Lovechat (hereinafter “the Company” or “we”) is committed to maintaining a safe and respectful AI character chat environment. This policy explains how users can report violations of our Community Guidelines (including illegal or harmful content) and how copyright (DMCA) claims are handled.

1. Scope of Complaints

  1. Community Guideline Violations
    • This includes content involving minors, hateful or harassing material, spam, doxxing, impersonation, fraud, or any other behavior banned under our [Community Guidelines].
  2. Technical or Payment Issues
    • Errors in point purchases, duplicate billing, account recharge failures, or other system glitches.
  3. Copyright & IP Infringement (DMCA)
    • Any text, images, or AI-generated content suspected of violating others’ copyrights, trademarks, or other intellectual property rights.
    • Official takedown requests under the U.S. DMCA (17 U.S.C. § 512) are handled under this same policy.
  4. Other Illegal or Serious Misconduct
    • Content or actions potentially involving terrorism, illegal transactions, child exploitation, or other major legal violations.

2. How to Submit a Complaint

  1. In-Service “Report” Button
    • Each character page or chat interface may have a “Report” icon.
    • Provide details such as timestamps, conversation IDs, or screenshots to help us locate and assess the issue.
  2. Email
    • General complaints or reports: contact@lovech.at
    • If reporting a Copyright / DMCA matter, you may use the same address (contact@lovech.at) but please label the subject line clearly (e.g., “DMCA Notice”).
    • Include specifics about the alleged violation, relevant user IDs, links, or conversation logs.
  3. Information Needed
    • (General) Incident time, involved user IDs, a clear explanation of the violation, any proof or screenshots.
    • (Copyright/DMCA) Proof of ownership (or authorized representation), details of the copyrighted work, and the specific location of the infringing content on our Service.

3. Investigation & Response

  1. Initial Review
    • The moderation team reviews each complaint. If additional evidence is required, we may request more data from either the complainant or the user in question.
  2. Outcome
    • No Violation: If we find insufficient evidence or no policy breach, the complaint may be dismissed.
    • Content Removal: If the content violates our rules, we may delete or block it. A warning may also be issued.
    • Account Sanctions: Serious or repeated violations can lead to temporary suspension or permanent bans. In critical cases (e.g., child sexual content, terrorism), we may cooperate with law enforcement.
    • Copyright Infringement: For DMCA-related takedowns, infringing materials will be removed or disabled. If a valid counter-notice is submitted, we will follow the relevant procedures (see Section 4).
  3. Time Frame
    • We aim to address most complaints within 7–14 days, though urgent matters (child exploitation, major crimes) receive priority.
  4. Privacy & Confidentiality
    • We endeavor to keep reporter identities confidential unless legally required to disclose them.

4. DMCA & Copyright Infringement

  1. Requirements (17 U.S.C. §512)
    • A DMCA Takedown Notice must include:
      1. Identification of the copyrighted work allegedly infringed (title, registration info, etc.).
      2. Identification of the material/location on our Service (URLs, conversation IDs, etc.).
      3. Your contact details (name, mailing address, phone, email).
      4. A statement under penalty of perjury that you have a good-faith belief the use is not authorized.
      5. A physical or electronic signature.
  2. Counter-Notification
    • If you believe the reported content is lawful (e.g., fair use or with permission), you may submit a counter-notice as described in DMCA §512(g).
    • Upon receiving a valid counter-notice, we may restore the material after reviewing if legally permissible.
  3. Good-Faith Requirement
    • Submitting a knowingly false or fraudulent notice/counter-notice may result in legal liability.
    • We ask all parties to provide accurate information in good faith.

5. Appeals or Further Review

  1. Account Penalties
    • If your account is suspended or banned due to a violation, you can appeal by emailing contact@lovech.at (within 7 days of the penalty).
    • Provide any evidence showing the ban was unwarranted. Our review team’s subsequent decision is final.
  2. DMCA Objections
    • As noted above, DMCA counter-notices are handled per the relevant legal framework.
  3. Final Decision
    • After re-evaluation, we will inform you of our final decision. Repeated appeals without new evidence may be disregarded.

6. Liability & Disclaimer

  1. No Real-Time Monitoring
    • We do not pre-screen all user-generated or AI-generated content. We rely on complaints to identify issues.
  2. User Responsibility
    • Ultimately, users remain responsible for content they generate, including any illegal or infringing materials. We act as a neutral intermediary, removing or blocking content upon valid complaints.
  3. Legal Cooperation
    • For severe criminal or IP violations, we may notify or cooperate with the authorities.
    • Our internal actions do not replace external legal processes; parties may still pursue civil or criminal claims independently.

7. Policy Updates

  • We may update this Complaint & DMCA Policy due to changes in law, internal moderation practices, or service needs. Significant updates will be announced in advance (website notices, emails, or in-service notifications).

  • Continuing to use the Service after updates implies acceptance of the revised policy.