Complaints Policy

CC Labs Srls — Conditioning Control Panel (CCP)

Effective: May 27, 2026
Version: 1.0
Contact: support@cclabs.app

About this policy

CC Labs Srls accepts complaints from users of CCP and from any other party affected by CCP, its associated services (cclabs.app, the CCP Discord community, the Deeper marketplace), or the conduct of users of those services.

This policy describes how to submit a complaint, what to expect after submission, and the categories of complaint covered. It supplements the Terms of Service, the Privacy Policy, and the more specialized policies for prohibited content, copyright notices, content removal, and AI-related concerns.

This policy applies to general complaints. Specialized procedures apply to the following matters, which should be directed to the indicated channels:

Copyright infringement: see the Copyright Policy.
Content removal requests for specific user-submitted material: see the Content Removal Policy.
Suspected prohibited content generation or AI misuse: see the Prohibited Content Policy and AI Content Policy.
Exercise of GDPR data subject rights (access, rectification, erasure, portability, restriction, objection, portability, consent withdrawal): see the Privacy Policy.

Where a complaint touches multiple categories, submit it to the broadest applicable channel and CC Labs Srls will route it internally.

Submitting a complaint

Send complaints to support@cclabs.app. Include:

A clear description of the issue or conduct being complained about.
Where applicable, the specific feature, marketplace listing, community channel, or account involved (e.g., username, submission identifier, URL).
Any evidence that can be reviewed without exposing private third-party content (screenshots, logs, message excerpts).
Your contact information if you wish to receive a response. Anonymous complaints are accepted, though without contact information CC Labs Srls cannot follow up directly.
The outcome or remedy you are seeking, if you have a specific request.

Complaints may be submitted in English or Italian. Complaints in other languages will be processed using translation tools, which may extend response time.

What happens after a complaint is submitted

CC Labs Srls commits to:

Acknowledgement of receipt within 48 business hours of submission. The acknowledgement confirms the complaint has been received and provides a reference identifier.
Substantive update or resolution within 10 business days of acknowledgement. Where investigation takes longer (complex cross-platform conduct, multi-party disputes, technical defects requiring engineering investigation), CC Labs Srls will provide a status update within 10 business days and an estimated timeline for resolution.

Where the complaint identifies imminent harm (content involving minors, credible threats to a specific person, active harassment), CC Labs Srls applies an accelerated response and may act before completing investigation.

Categories of complaint covered

The following are examples of matters appropriately addressed through this policy. The list is non-exhaustive.

User conduct complaints. Complaints about the conduct of other users of CCP, the Discord community, the Deeper marketplace, or any associated CC Labs Srls channel. Examples include harassment, doxxing, coordinated bad-faith reporting, impersonation of CC Labs Srls staff, and attempts to use CCP to generate prohibited content.

Service quality complaints. Complaints about defects in CCP itself, including AI moderation failures, eye tracking errors, payment processing issues, account access problems, or other functional defects.

Policy enforcement complaints. Complaints that CC Labs Srls has failed to enforce its own policies, or that enforcement was inconsistent or biased.

Account action complaints. Complaints from users whose accounts have been suspended, terminated, or restricted, where the user believes the action was incorrect. See also the appeal procedure described in the Terms of Service.

Compliance and regulatory complaints. Complaints regarding CC Labs Srls' compliance with applicable law, including the GDPR, the EU Digital Services Act, the EU AI Act, the Italian Codice del Consumo, or other regulations.

Anonymous and bad-faith complaints

Anonymous complaints are accepted and will be investigated where the available information permits. CC Labs Srls cannot provide a personal response to anonymous complaints.

Complaints submitted in bad faith, as part of a coordinated harassment campaign, or for competitive interference may themselves result in account action against the submitter where the submitter is identifiable. CC Labs Srls will not act on complaints that are clearly intended to weaponize moderation processes against third parties.

Right to escalate

If you are not satisfied with CC Labs Srls' response to a complaint, you have the right to:

Submit a follow-up to legal@cclabs.app requesting senior review.
For EU users: contact the competent national authority for the subject matter of the complaint. For Italian users, the Garante per la Protezione dei Dati Personali (gpdp.it) for personal data matters, the Autorità Garante della Concorrenza e del Mercato (agcm.it) for consumer matters, and AGCOM (agcom.it) for matters concerning digital communications and minors' protection.
Use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, as referenced in the Terms and Conditions.
For users outside the EU: contact the relevant national authority for the subject matter.

CC Labs Srls' response to a complaint does not extinguish your statutory rights to legal remedy under applicable law.

Records of complaints

CC Labs Srls retains records of complaints for a period of 24 months from resolution, for the purposes of:

Tracking patterns of conduct that may warrant escalated enforcement.
Demonstrating compliance with applicable regulations.
Defending against claims of unfair or inconsistent enforcement.

Records contain the substance of the complaint, the investigative steps taken, and the outcome. Personal data within complaint records is processed in accordance with the Privacy Policy.

Updates to this policy

CC Labs Srls may update this policy from time to time. Material changes will be communicated through the application and on cclabs.app. The current version and effective date are shown at the top of this page.