Legal Information

Complaints & Content Removal Policy

Last updated: October 16, 2026

We want to hear about problems, and we take every complaint seriously. Use this process for complaints about the Service, billing, or content, and to ask us to remove content.

What you can report

  • Content that may involve a minor (handled first, see the Underage / Child Safety Policy).
  • Content that looks like you or another real person, or was made without that person's consent.
  • Content that breaks our Acceptable Use Policy, or is illegal.
  • Billing, account, or service problems.
  • A moderation decision you think was wrong (an appeal).

How to file

Email legal@caracasdream.ai with the subject "Complaint" or "Content Removal" (or use the report option in the Service). Please include:

  • Your name and email address.
  • What the problem is, with links, screenshots, character names, or dates if you have them.
  • For content that looks like a real person: who the person is and how you are connected to them. We may ask for proof of identity or authority to act for them. We only use it to check the request.

What happens next

  • We confirm we received your complaint within 2 business days.
  • We review it and give you our decision within 7 business days. If we need more time or information, we tell you.
  • Illegal content, content that may involve a minor, and content showing a real person without consent is removed as soon as we confirm the issue, and we disable it while we review.
  • When we remove content that looks like a real person, we also block the character, prompts, or images involved so it cannot be recreated easily.
  • We keep every complaint confidential. We do not share your details with the user involved unless you agree or the law requires it.

Appeals

  • If you disagree with our decision, reply to our email within 30 days and explain why. Someone who was not involved in the first decision reviews it and replies within 7 business days.
  • If a person says content shows them without their consent and we do not agree, the dispute can be sent to an independent, neutral third party to decide.

Records

We keep a record of complaints, decisions, and actions taken to improve our process and meet legal and payment network requirements.