Terms of Service

1. Overview

These Terms of Service ("Terms") govern your use of ComplaintPilot ("we", "us", "our"), accessible at complaintpilot.com. By using our service or making a purchase, you agree to be bound by these Terms. If you do not agree, please do not use the service.

2. Service Description

ComplaintPilot is an AI-powered complaint letter generation service designed for consumers in the European Union. Users provide details about their complaint through structured forms, and our service uses artificial intelligence (powered by Anthropic's Claude) to generate a professionally drafted complaint letter that includes references to applicable EU and national legislation.

We currently support six complaint categories: flight delays and cancellations, faulty products, landlord and tenant disputes, insurance claim rejections, online shopping issues, and workplace complaints. Letters are generated for consumers in Germany, the Netherlands, France, Spain, Italy, and Belgium.

3. Not Legal Advice

ComplaintPilot does not provide legal advice, legal representation, or legal counsel of any kind. The complaint letters generated by our service are created using artificial intelligence. While we strive to reference real and applicable EU legislation, we do not guarantee the accuracy, completeness, or applicability of any legal references included in the letters.

The generated letters are intended as a starting point to help consumers communicate their complaints. For complex legal matters, disputes involving significant financial sums, or situations that may require court proceedings, we strongly recommend consulting a qualified legal professional licensed in your jurisdiction.

You are solely responsible for reviewing, modifying, and using any letter generated by our service. We are not liable for any outcomes resulting from the use of generated letters.

4. Pricing and Payment

The price for a single AI-generated complaint letter is €3.99 (including VAT). Payment is required before the full letter content is made available for download.

We reserve the right to change our pricing at any time. Any price changes will not affect letters that have already been purchased.

5. Payment Processing & Merchant of Record

All payments are processed by Paddle.com Market Limited ("Paddle"), who acts as our Merchant of Record. This means that Paddle is the entity that legally sells the digital product to you. Paddle is responsible for:

• Processing your payment securely
• Calculating and collecting applicable VAT and sales tax
• Issuing invoices and receipts
• Handling payment-related customer support

By making a purchase, you also agree to Paddle's Terms of Use and Privacy Policy.

Paddle supports major payment methods including credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and other local payment methods depending on your region.

6. Delivery of Digital Product

Upon successful payment, you will immediately receive access to:

• The full text of your generated complaint letter on the success page
• A downloadable PDF version of the letter
• The ability to copy the letter text to your clipboard
• An email with the letter attached as a PDF

Delivery is instant and automated. If you experience any technical issues receiving your letter after payment, please contact us immediately.

7. Refund Policy

Because complaint letters are digital products generated on-demand and delivered immediately upon payment, the EU right of withdrawal (14-day cooling-off period) does not apply once the digital content has been delivered, in accordance with Article 16(m) of Directive 2011/83/EU.

By completing your purchase, you expressly consent to the immediate delivery of the digital content and acknowledge that you thereby waive your right of withdrawal.

However, if you experience a genuine technical issue that prevents you from accessing your letter after payment (e.g., the letter was not generated, the PDF cannot be downloaded, or the email was not received), please contact us at [email protected] and we will resolve the issue or provide a refund at our discretion.

8. User Responsibilities

By using ComplaintPilot, you agree to:

• Provide accurate and truthful information in the complaint forms
• Review and verify the generated letter before sending it to any party
• Use the service only for legitimate complaint purposes
• Not use the service to generate fraudulent, misleading, or vexatious complaints
• Not use the service for harassment, threats, or any unlawful purpose
• Not attempt to reverse-engineer, scrape, or misuse the service

We reserve the right to refuse service or block access to anyone who violates these terms.

9. Intellectual Property

Upon purchasing a letter, you receive a perpetual, non-exclusive license to use, modify, print, and send the generated letter for the purpose of your personal complaint. You may not resell, redistribute, or commercially exploit generated letters.

The ComplaintPilot service, including its design, code, branding, and underlying technology, remains the exclusive property of ComplaintPilot. All rights not expressly granted herein are reserved.

10. Data Protection & Privacy

We take your privacy seriously. Personal data you provide (name, email, complaint details) is processed in accordance with our Privacy Policy and applicable data protection laws, including the EU General Data Protection Regulation (GDPR).

Your complaint details are sent to Anthropic's Claude AI for letter generation. This data is processed solely for the purpose of generating your letter and is not used for AI model training.

11. Service Availability

We strive to keep ComplaintPilot available at all times but do not guarantee uninterrupted access. The service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We are not liable for any losses arising from service downtime.

12. Limitation of Liability

To the fullest extent permitted by applicable law, ComplaintPilot is provided "as is" and "as available" without warranties of any kind, either express or implied.

We do not warrant that: (a) any generated letter will achieve a particular outcome; (b) all legal references are accurate or up to date; (c) the service will be error-free or uninterrupted.

Our total liability to you for any claim arising from the use of our service shall not exceed the amount you paid for the specific letter giving rise to the claim.

13. Modifications to Terms

We may update these Terms from time to time. The "Last updated" date at the top of this page indicates when the Terms were last revised. Continued use of the service after any changes constitutes acceptance of the updated Terms.

14. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of the Netherlands. Any disputes arising from or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Amsterdam, the Netherlands.

Nothing in these Terms affects your statutory rights as a consumer under the mandatory consumer protection laws of your country of residence.

15. Contact Information

If you have questions about these Terms, need support, or wish to report an issue, please contact us:

• Email: [email protected]
• Website: complaintpilot.com