Complaints Policy

Effective Date: August 4, 2025

Our Commitment to You

At NuraCove, we are dedicated to providing exceptional AI-powered wellness services for midlife women. We take all complaints seriously and are committed to resolving any concerns you may have about our services, platform, or team in a fair, timely, and professional manner.

What Constitutes a Complaint

A complaint is any expression of dissatisfaction about our:

• AI-powered wellness recommendations or tools
• Customer service or support response
• Platform functionality or technical issues
• Billing or payment processes
• Privacy or data handling practices
• Content accuracy or appropriateness
• Staff conduct or professionalism

How to File a Complaint

Step 1: Contact Us Directly

We encourage you to first contact us directly so we can resolve your concern quickly:

Step 2: Provide Detailed Information

To help us resolve your complaint effectively, please include:

• Your full name and account email address
• Date and time of the incident or issue
• Detailed description of the problem
• Steps you've already taken to resolve the issue
• What outcome you're seeking
• Any relevant screenshots or documentation

Our Complaint Resolution Process

Acknowledgment (Within 24 Hours)

• We will acknowledge receipt of your complaint
• Assign a unique complaint reference number
• Provide estimated resolution timeline
• Designate a specific team member to handle your case

Investigation (1-5 Business Days)

• Thorough review of your complaint and supporting evidence
• Consultation with relevant team members
• Review of our AI systems and processes if applicable
• Gathering of all facts and circumstances

Resolution (Within 5 Business Days)

• Written response with our findings and proposed solution
• Clear explanation of any corrective actions taken
• Information about preventive measures for future
• Compensation or remedies if appropriate

Types of Resolutions

Depending on the nature of your complaint, resolutions may include:

• Service Correction: Fixing technical issues or updating AI recommendations
• Account Adjustment: Billing corrections or account modifications
• Service Credit: Partial or full refunds for service disruptions
• Process Improvement: Changes to prevent similar issues
• Staff Training: Additional training for team members
• Policy Updates: Modifications to our policies or procedures

Escalation Process

If You're Not Satisfied with Our Initial Response:

1. Internal Escalation: Request escalation to our CEO, Nura
   • Email: nura@nuracove.com
   • Subject: "Complaint Escalation - [Reference Number]"
   • Include original complaint details and previous correspondence
2. External Mediation: We can engage a neutral third-party mediator if needed
3. Regulatory Bodies: You may contact relevant consumer protection agencies

Special Considerations for Health-Related Complaints

Given our focus on women's wellness in midlife, we take health-related complaints with utmost seriousness:

• Immediate escalation to our wellness team
• Review by qualified health professionals when appropriate
• Coordination with healthcare providers if needed
• Comprehensive review of AI recommendation algorithms

Learning from Complaints

We view complaints as valuable feedback that helps us improve our services for all midlife women in our community:

• Monthly complaint analysis and trend identification
• Regular review of complaint patterns to improve our AI systems
• Staff training updates based on complaint insights
• Platform and service enhancements driven by user feedback

Complaint Records

We maintain confidential records of all complaints for:

• Service improvement purposes
• Regulatory compliance requirements
• Pattern analysis and prevention
• Staff training and development

Your Rights

Throughout the complaint process, you have the right to:

• Be treated with respect and dignity
• Receive timely responses and updates
• Have your complaint handled confidentially
• Request escalation at any time
• Seek external mediation or regulatory review
• Continue using our services without prejudice