Legal
Contact & Complaints Procedure
This Contact & Complaints Procedure explains how to reach Fipera Trading F.Z.E (“Fipera”, “we”, “us”, “our”), operator of neo-fashion.ai, and how we handle privacy, billing, and general service complaints.
We aim to resolve issues fairly and promptly. This procedure supplements our Privacy Policy, Refund & Cancellation Policy, and Terms of Service.
1. General contact
| Purpose | Channel | Response target |
|---|---|---|
| General inquiries | Contact form or legal@neofashion.ai | 3 business days |
| Sales and demos | Book a demo | 2 business days |
| Security vulnerabilities | security@neofashion.ai | 2 business days (critical: 24 hours) |
| Service status | /status | Real-time page |
Postal address:
Fipera Trading F.Z.E
Ajman Free Zone
United Arab Emirates
License No. 40169
See our Imprint for full legal entity details.
2. Privacy requests and data protection complaints
2.1 Data subject rights
If you are an individual whose personal data we process, you may exercise rights under applicable law (access, rectification, erasure, restriction, portability, objection) by contacting:
Email: privacy@neofashion.ai
Include sufficient information to verify your identity and specify the workspace or account concerned. We may request additional verification before fulfilling requests.
2.2 Workspace administrators
Enterprise workspace owners should submit data subject requests on behalf of their organisation where appropriate, or direct individuals to privacy@neofashion.ai.
2.3 Privacy complaints
If you believe we have processed personal data unlawfully:
- Contact privacy@neofashion.ai with a description of the concern;
- We will acknowledge within five (5) business days and investigate;
- We aim to provide a substantive response within thirty (30) days, which may be extended for complex requests with notice.
2.4 Supervisory authorities
You have the right to lodge a complaint with a data protection supervisory authority in your country of residence or place of work. For UAE-related matters, you may contact the UAE Data Office where applicable. We encourage you to contact us first so we can address your concern directly.
3. Billing disputes
3.1 For subscription, credit pack, or invoice disputes, contact legal@neofashion.ai with your workspace ID, billing email, and transaction reference.
3.2 See our Refund & Cancellation Policy for eligibility and timelines.
3.3 We aim to acknowledge billing complaints within three (3) business days and resolve or propose a remedy within ten (10) business days.
4. Service and quality complaints
4.1 For issues with platform functionality, generation quality, or account access:
- Check /status for known incidents;
- Contact legal@neofashion.ai or use the in-app support channel where available;
- Include workspace ID, approximate time of issue, module used, and screenshots if helpful.
4.2 AI output quality complaints: we will review whether the issue relates to platform error, credit refund policy, or expected limitations of generative AI. See our AI Output Disclaimer.
4.3 We do not guarantee specific aesthetic outcomes. We do investigate reproducible technical failures and credit accounting errors.
5. Acceptable use and abuse reports
To report violations of our Acceptable Use Policy — including non-consensual imagery, IP infringement, or account abuse — contact:
Email: security@neofashion.ai
Do not include illegal content in your report. Provide URLs, workspace identifiers, and a factual description. We may report serious violations to law enforcement.
6. Escalation
6.1 If you are unsatisfied with our initial response, reply to the same thread requesting escalation. Your case will be reviewed by a senior team member.
6.2 Enterprise customers with a dedicated account manager should escalate through that channel first.
6.3 Nothing in this procedure prevents you from pursuing remedies available under the Terms of Service or applicable law.
7. Languages
We accept complaints in English. We will endeavour to respond in the language of your request where practicable. Official legal correspondence is in English.
8. Record keeping
We retain complaint records for as long as necessary to resolve the matter and comply with legal obligations, typically up to three (3) years unless a longer period is required.
9. Changes
We may update this procedure. The current version is always available at /legal/complaints.
10. Summary of key contacts
| Topic | |
|---|---|
| Privacy and data rights | privacy@neofashion.ai |
| Billing and refunds | legal@neofashion.ai |
| Security and abuse | security@neofashion.ai |
| Legal and enterprise | legal@neofashion.ai |