Terms of Service

By accessing or using Complainly (the "Service") you agree to these Terms of Service (the "Terms"). In these Terms, "Complainly", "we", "us" and "our" refer to the operator of the Service (see Trader details at the foot of this page). "You" means the individual using the Service.

If you do not agree to these Terms, do not use the Service.

• Service — the Complainly website, app and any related features we make available.
• Account — your registered user profile on the Service.
• Content — any information, text, files or other materials you input, upload, generate or store using the Service.
• Output — letters and other materials produced by the Service from your Content.
• Order — any one-off purchase you make through the Service.
• Subscription — a recurring plan such as the Unlimited monthly or annual plan.
• Paddle — Paddle.com Market Limited, our Merchant of Record, who processes payments on our behalf.

Complainly is a self-serve writing tool that helps you draft complaint letters from information you provide. We do not send letters, contact organizations, negotiate, or act as your agent or representative. We are not a law firm and nothing on the Service is legal, financial, or professional advice.

You must be at least 18 years old and have legal capacity to enter into a binding contract. You agree to provide accurate, current and complete information, keep your login credentials confidential, and not share your Account.

You are responsible for everything done under your Account, including any Content submitted and any charges incurred. Notify us promptly at support@complainly.app if you suspect unauthorised access.

We may refuse to create, suspend, or close Accounts that breach these Terms, pose a security or fraud risk, or are used to circumvent usage limits (for example, by creating multiple Accounts).

You must not use the Service to:

• Create Content that is unlawful, defamatory, harassing, threatening, abusive, deceptive, obscene, or that infringes anyone's rights;
• Impersonate another person or misrepresent your identity or relationship with anyone;
• Generate fraudulent or bad-faith complaints, spam, mass-mail campaigns, or content designed to mislead, intimidate or coerce an organization;
• Probe, scan, scrape, crawl, mirror, or interfere with the security or integrity of the Service, or attempt to bypass usage limits, paywalls, rate limits, or access controls;
• Use the Service to develop a competing product, train any machine-learning model, or resell or redistribute the Service or Output as your own service;
• Submit Content containing malware, sensitive credentials, payment card data, or special category personal data of third parties unless strictly necessary for your complaint and lawfully obtained;
• Use automation (including bots, scripts, or AI agents) to generate Output at volumes beyond ordinary personal use.

We may suspend or close Accounts that misuse the Service.

You retain ownership of the Content you submit and the Output you generate. You grant us a worldwide, non-exclusive, royalty-free licence to host, process, store, transmit, and display your Content solely to operate, secure and improve the Service for you. To the extent permitted by law, you waive any moral rights in your Content as required for us to provide the Service.

We do not use your Content to train AI models. We retain all rights in the Complainly service, software, branding, templates, prompts, and underlying technology. No rights are granted to you other than the right to use the Service in accordance with these Terms.

If you give us feedback, ideas or suggestions about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use them without restriction or attribution.

Output is not a substitute for professional legal, financial, or regulatory advice. We do not warrant that Output is accurate, complete, current, or suitable for any particular purpose.

We may, at our discretion, filter, refuse, or remove Output and suspend Accounts that breach acceptable use. We may also impose reasonable rate limits to ensure fair access for all users.

Subscriptions renew automatically at the start of each billing period using the payment method you supplied at checkout. You can cancel at any time from your Account; access continues to the end of the paid period. Cancellation does not trigger a pro-rata refund.

We may change prices, plan features, or introduce new plans at any time. Material price increases to an active Subscription will be notified at least 30 days in advance, and you can cancel before the change takes effect.

If a payment fails we may retry the charge and, after a reasonable dunning period, suspend or downgrade your Account. All fees are exclusive of taxes unless stated; sales taxes are calculated and collected by Paddle based on your billing location.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Payments, billing, taxes, invoicing, and refunds are governed by Paddle's Checkout Buyer Terms.

Free trials and promotional codes, where offered, are governed by the terms published with the offer and may be withdrawn or modified at our discretion. Only one promotional offer may be redeemed per customer unless we say otherwise.

Refunds are covered by our Refund Policy — in short, a 30-day money-back guarantee on any purchase, processed through Paddle and issued in your local currency at the price you paid at checkout. This does not affect your statutory rights as a consumer (see below).

The Service relies on third-party providers including Paddle (payments), our hosting and database provider, and our AI gateway and model provider. Your use of those providers' services through the Service is subject to their own terms and privacy notices. We are not responsible for third-party services beyond our reasonable control.

If you believe Content on Complainly infringes your intellectual property rights, or the rights of someone you represent, email support@complainly.app with: (a) your contact details; (b) a description of the rights and the allegedly infringing material, with a URL where possible; (c) a statement that you have a good-faith belief that the use is not authorised; and (d) confirmation, under penalty of perjury, that the information is accurate and you are authorised to act. We will review notices promptly. Repeat infringers will have their Accounts terminated.

We do not promise any refund, response, apology, compensation, or other result from any organization you write to.

We work hard to keep Complainly running, but we do not guarantee uninterrupted or error-free performance. The Service is provided on an "as available" basis.

We may add, modify, suspend, or discontinue parts of the Service at any time — for maintenance, security, legal, commercial or technical reasons. For material adverse changes affecting a paid feature you actively use, we will give reasonable advance notice where practicable.

The Service is provided "as is" and "as available", without warranties of any kind, express or implied, including implied warranties of merchantability, fitness for a particular purpose and non-infringement, to the fullest extent permitted by law.

We exclude all indirect, consequential, special, incidental and punitive damages, and any loss of profits, revenue, data, goodwill or anticipated savings, whether arising in contract, tort (including negligence) or otherwise.

Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law, including liability for fraud, for death or personal injury caused by negligence, or your statutory consumer rights — for example under the UK Consumer Rights Act 2015 or equivalent EU and Jersey consumer protection law. Those rights apply alongside these Terms.

You agree to indemnify and hold Complainly harmless from claims, losses, damages, liabilities and reasonable costs (including legal fees) arising out of your Content, your use of the Service, your breach of these Terms, or your violation of any applicable law or any rights of a third party.

You can stop using the Service at any time and cancel your Subscription from your Account. We may suspend or terminate your access immediately if you breach these Terms, for non-payment, or where we reasonably believe your use poses a security, fraud, or legal risk. Where reasonable and lawful, we will give notice.

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, strikes, pandemics, internet or power outages, or actions of third-party providers.

You confirm you are not located in, and will not use the Service from, any country subject to comprehensive UK, EU, US or UN sanctions, and that you are not on any restricted-party or denied-party list. You may not use the Service in violation of applicable export-control or sanctions laws.

You may not assign or transfer these Terms or your Account without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets.

We may give you notices by email to the address associated with your Account or via in-app notification. Notices to us must be sent to support@complainly.app.

These Terms, together with our Privacy Notice, Refund Policy, Disclaimer, and any plan-specific terms, are the entire agreement between you and us about the Service and supersede any prior agreement on the same subject. If any provision is held invalid or unenforceable, the remaining provisions will continue in force. Failure to enforce any right is not a waiver of that right. The relationship between us is one of independent parties; nothing creates an agency, partnership or joint venture. The Contracts (Rights of Third Parties) Act and any equivalent legislation do not apply.

We may update these Terms from time to time. Material changes will be notified by email or in-app, and the "Last updated" date at the top of this page will change. Continued use of the Service after the effective date constitutes acceptance.

These Terms are governed by the laws of Jersey, Channel Islands, without regard to its conflict-of-laws rules. Before bringing any formal claim, please contact us at support@complainly.app so we can try to resolve the matter informally within 30 days.

Subject to the above, the courts of Jersey have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, except that consumers may bring proceedings in the courts of their country of residence where required by mandatory local law.

US residents. Nothing in these Terms waives any right you have under the consumer-protection laws of your state, including any right to bring a claim in the courts of your state of residence where that right cannot be waived. Small-value disputes may also be brought in your local small-claims court.

Clauses that by their nature should survive termination will do so — including, without limitation, the clauses on Your content & our IP, Liability, Indemnity, Governing law & disputes, and this Survival clause.

Questions about these Terms: support@complainly.app.