Content Removal, Reporting & Complaints

- Use the "Report" button on any message, image, video or voice note; or
- email legal@fiara.ai with the subject "Content Report" or "Content Removal Request".

Please include: where the content is (content ID, screenshot reference or account), why you are reporting it, whether it involves a minor, intimate imagery, threats or immediate danger, and your contact details. If you ask for removal of your likeness, include enough information for us to confirm that it is you or that you act for the person depicted. Do not attach illegal material; give us the location instead. If someone is in immediate danger, contact the emergency services first.

- Reports of a possible minor, child sexual abuse material, non-consensual intimate imagery, an unauthorised real-person likeness, credible threats or immediate danger: the content is hidden as soon as we receive the report and reviewed by a moderator within 24 hours.
- All other reports and complaints: acknowledged within 2 business days and resolved within 7 business days. If a case needs longer, we tell you why and give a new date.
- Content confirmed as illegal or non-consensual is removed immediately.
We tell the reporter and the affected user the decision, the reasons and how to appeal, unless doing so would put someone at risk or compromise an investigation.

Fiara allows a Digital Twin only of the user themselves. Any person who believes that content or a Digital Twin shows or imitates them without permission may ask for its removal at any time. We suspend generation within 24 hours of the request and, once we have confirmed your identity, remove the content and the Digital Twin. You do not have to prove that the content is illegal.

A Digital Twin owner may withdraw any consent in Account > Settings > Privacy & Data, or by emailing legal@fiara.ai with the subject "Digital Twin: withdrawal of consent". Generation that relies on the withdrawn consent stops immediately.

To prevent the same likeness from being uploaded again, we may keep a limited suppression record, as described in the Privacy Policy.

If you believe that content on Fiara infringes your copyright, email legal@fiara.ai with the subject "Copyright Notice" and include: the work and your right in it; the exact location of the content; your name and email; a statement that you believe in good faith that the use is not authorised; and a statement that the information is accurate and that you are the rights holder or authorised to act for them. We review notices in good faith and may disable the content while we assess it. The affected user is told what happened and may respond or appeal under Section 7. Repeat infringers may lose their accounts.

Depending on the case, we may refuse or remove content, disable a Digital Twin, stop generation using a likeness, restrict features, require re-verification, suspend or terminate an account, preserve evidence, and report suspected illegal content to the competent authorities. Removal from Fiara does not remove copies that others saved or published elsewhere.

A user affected by a moderation decision, or a person whose report was rejected, may appeal by emailing legal@fiara.ai within 6 months of the decision. The appeal is reviewed by a person who was not involved in the original decision and decided within 7 business days. Content that is illegal or prohibited under card-network rules is never restored.

8.1 You may complain about the Service, a decision, a transaction, privacy handling or any other matter by emailing support@fiara.ai or legal@fiara.ai, or by writing to our registered address. Include your account email or ID, a description of what happened, what you want us to do and any evidence. Do not send card numbers or passwords.
8.2 We acknowledge a complaint within 2 business days with a case number and send a written outcome within 7 business days. The outcome states our decision and reasons and what happens next.
8.3 If you are not satisfied, you may ask for escalation within 30 days of the outcome by emailing legal@fiara.ai. A person not involved in the original decision reviews it and replies within 10 business days.
8.4 We do not penalise anyone for a complaint made in good faith. Abusive, knowingly false or automated mass complaints may be restricted.

You do not have to use this process before contacting a regulator, court, bank or consumer body. Contact points:
- United Kingdom: Citizens Advice consumer service; Information Commissioner's Office (ico.org.uk) for data protection.
- Australia: eSafety Commissioner (esafety.gov.au) for online content; ACCC and your state or territory consumer agency for consumer matters; Office of the Australian Information Commissioner (oaic.gov.au) for privacy.
- Chile: SERNAC (sernac.cl) for consumer matters; Agencia de Protección de Datos Personales for data protection.
- Cyprus: Consumer Protection Service (consumer.gov.cy); Commissioner for Personal Data Protection (dataprotection.gov.cy).

Repeated use of another person's likeness, re-uploading removed content, false consent, retaliation against a reporter or abusive reporting may lead to permanent termination of the account.

We keep a record of each case (identifiers, evidence, decision, reasons, action, reviewer, dates) for 24 months, and longer where needed for legal claims, child safety, fraud prevention or regulatory duties. Records are handled under the Privacy Policy.

Reports, removal requests, copyright, privacy and complaints: legal@fiara.ai
Customer support and billing complaints: support@fiara.ai
Catalyx Partners Cyprus LTD, Agapinoros & Makariou III, 1076 Nicosia, Cyprus