Complaints Policy

How to make a complaint

If you want to complain about this website, about SimpliGen, or about how we have handled something, email support@simpligen.io. Tell us what happened and what you would like us to do about it.

You do not need to be a customer to complain, and you do not need an account.

What happens next

We review every complaint and resolve it within 5 business days. We will tell you the outcome of the review and the reasoning behind it.

If a complaint concerns illegal material, we act on it immediately rather than waiting for the review to conclude.

Appeals

If you disagree with a decision we have made, including a decision to suspend or terminate an account, email support@simpligen.io and ask for it to be reviewed. Say why you think the decision was wrong.

An appeal is looked at again from the start rather than rubber stamped.

Copyright and other intellectual property

If you believe something connected to SimpliGen infringes your copyright, your trademark or another intellectual property right, or uses your likeness without permission, email support@simpligen.io with "IP notice" in the subject line.

Our designated agent under the US Digital Millennium Copyright Act is Raynold van Heyningen at SimpliGen, email hello@simpligen.io. The designation is registered with the US Copyright Office under number DMCA-1084231, and the Office's DMCA Designated Agent Directory at dmca.copyright.gov (search for SimpliGen) lists the agent's postal address and telephone number. A notice sent to the agent is handled in exactly the same way.

The only material made by other people that we publish is the creator marketplace: preset and recipe listings and their cover images. A valid notice about a listing gets that listing taken down. For generated content, see the next section.

So that we can act, please include:

• The work or right you say is infringed, and evidence that you own it or are authorised to act for the owner.
• Where the material is: the marketplace listing, or the site where generated output appeared, with anything that links it to SimpliGen.
• Your name, postal address, telephone number and email address.
• A statement that you believe in good faith the use is not authorised by the owner, its agent or the law.
• A statement that the information in your notice is accurate and, under penalty of perjury, that you are the owner or authorised to act for them, with your physical or electronic signature.

What happens to an intellectual property notice

We acknowledge a notice within 2 business days and decide within 5. If we take a listing down, its creator is told why and may send a counter notice to the same address. If they do, we pass it to you and restore the listing after 10 business days, unless you tell us in that time that you have started court proceedings.

Where infringing output was generated on our cloud infrastructure and we can identify the account behind it, we act against that account. Creators and customers who infringe repeatedly lose their marketplace access and their account.

What we cannot act on

SimpliGen hosts, publishes and displays no generated content. There is no gallery, no feed and no place to share what you make, on this website or in the application. So there is no generated content here for us to take down.

If you have found generated material published somewhere else, the site hosting it is the one that can remove it. Where the generation ran on our cloud infrastructure and we can identify the account behind it, we can still act against that account, and we do.