Complaints & Content Removal

Last updated: October 16, 2026

This policy explains how to raise a complaint with Vetiver Labs, how to ask us to remove content, and what happens after you do. It is part of our Terms of Service and works alongside our Content Policy. You do not need an account to use it.

1. How to Contact Us

• Feedback form: choose "Complaint" on our feedback page. You will get an automatic email confirming we received it, with a reference number.
• Email: write to vetiverlabs@gmail.com. Use this for removal requests, copyright notices, and anything you would rather not put through the form.
• On the feed: every post has a Report button. Reporting hides the post from your own feed at once, and posts reported by several people come down until we review them.

Please include enough detail for us to find what you mean: a link to the post or page, a screenshot, the date, and the email on your account if the complaint is about your account or a payment.

2. What Happens Next

• Acknowledgement: a person on our team will reply within 2 business days, in addition to the automatic confirmation.
• Resolution: we aim to resolve complaints within 7 business days. If something needs longer, for example because we have to hear from someone else, we will tell you why and keep you updated.
• Outcome: we will tell you what we decided and what we did about it. If we did not act on your complaint, we will explain why.

We handle complaints confidentially. We do not tell the person who posted content who reported it, except that copyright notices and counter-notices are passed on as described in section 5.

3. Illegal Content and Content Involving Minors

Content that is illegal, or that sexualizes or appears to depict anyone under 18, is removed as soon as we become aware of it, without waiting for the normal review timeline. We preserve the relevant records and report child sexual abuse material to the National Center for Missing & Exploited Children (NCMEC) and other authorities as required or permitted by law. The account responsible is terminated.

If you believe someone under 18 is using Vetiver Labs, tell us and we will close the account and delete its data, apart from any records we must keep for legal reasons.

4. Images of Real People

Vetiver Labs does not allow sexual images of real, identifiable people without their consent (see our Content Policy). If you believe an image on the Service depicts you, or someone you are authorized to act for, email us with a link to the image or post. You do not need to prove who you are beyond showing that the image resembles you, and you do not need to explain why you want it removed.

We remove non-consensual intimate imagery within 48 hours of a valid request, from the feed and from our servers.

5. Copyright (DMCA) Notices

If you believe content on Vetiver Labs infringes a copyright you own or are authorized to enforce, send a notice to vetiverlabs@gmail.com with the subject line "Copyright notice". Under the U.S. Digital Millennium Copyright Act, a notice must include:

• your physical or electronic signature;
• a description of the copyrighted work you say has been infringed;
• the location of the infringing material on our Service, such as a link to the post;
• your name, postal address, telephone number and email address;
• a statement that you have a good-faith belief the use is not authorized by the copyright owner, its agent, or the law; and
• a statement, under penalty of perjury, that the information in your notice is accurate and that you are the copyright owner or authorized to act on the owner's behalf.

When we receive a valid notice, we remove or disable access to the material and let the person who posted it know.

Counter-notices. If your content was removed and you believe that was a mistake or that you have the right to use it, you can send a counter-notice to the same address. It must include your signature, identification of the removed material and where it appeared, a statement under penalty of perjury that you believe it was removed by mistake or misidentification, your name, address and phone number, and your consent to the jurisdiction of the appropriate court. We forward valid counter-notices to the person who sent the original notice, and may restore the material 10 to 14 business days later unless they tell us they have filed a court action.

We terminate the accounts of people who repeatedly infringe others' rights. Sending a notice or counter-notice you know to be false can make you liable for damages.

6. Other Removal Requests

• Your own images: you can delete any image from your gallery or library at any time, and take any of your posts off the feed yourself.
• Prompts used for feed images: if you do not want prompts you entered used for images Vetiver Labs adds to the feed, email us and we will exclude your account.
• Your account and data: you can delete your account and everything in it yourself from your account page. If you can't sign in, email us from the address on your account and we'll do it for you. See our Privacy Policy for what we must keep and for how long.

7. Complaints About Your Account, Payments or Moderation

If your account was suspended, a post was removed, a prompt was blocked, or a payment did not arrive, email us or use the feedback form and tell us what happened. For payments, include your order number or the time of payment. We will look at the decision again with whatever you send us, and reverse it if we got it wrong. Decisions about content involving minors are not reopened.

Refunds follow the rules in our Terms of Service.

8. If You Are Not Satisfied

If you are unhappy with how we handled your complaint, reply to our response and ask for it to be reviewed again. This does not affect any right you have to contact a consumer protection or data protection authority, or to take legal action, where you live.