Complaint Policy

Last updated: February 05, 2026

MyPlayBoo is an adults-only (18+) AI-powered entertainment platform operated by Cortex Innova Ltd. (“MyPlayBoo”, “we”, “us”, “our”). We value our users and aim to provide a reliable, respectful, and safe experience.

We understand that issues or concerns may arise from time to time. This Complaint Policy explains how you can submit a complaint and how we handle it.

1. Customer Support

We maintain a support team responsible for handling user questions, complaints, and reports. We aim to treat all requests with professionalism, confidentiality, and fairness.

You can contact support for issues such as:

  • Billing or subscription concerns.

  • Refund requests.

  • Account access problems.

  • Content moderation decisions.

  • Policy violations or safety concerns.

  • Technical bugs or service interruptions.

2. How to Submit a Complaint

To submit a complaint, email us at:  

📩 [email protected]

3. What to Include

To help us investigate efficiently, please include:

  • The email address linked to your MyPlayBoo account (if applicable).

  • A clear description of the issue.

  • The date/time of the incident (approximate is fine).

  • Screenshots, receipts, transaction IDs, or other supporting evidence (if available).

  • The outcome you are requesting (for example: refund, correction, review, account restoration).

4. Acknowledgment Timeline

We will acknowledge receipt of your complaint within 72 hours, typically sooner.

5. Investigation and Resolution

We aim to resolve complaints within 7 business days.

Some cases may take longer (for example, complex billing disputes, fraud investigations, or legal issues). If so, we will:

  • Inform you that more time is needed; and

  • Provide an estimated timeline for resolution.

6. Outcome and Follow-Up

Once your complaint has been reviewed, we will provide you with a response explaining:

  • The outcome of our investigation; and

  • Any actions taken (if applicable).

We may also request feedback to help improve our service and support experience.

7. Escalation

If you are dissatisfied with the outcome, you may request escalation by replying to our response within 14 days and clearly stating why you believe the decision should be reconsidered.

Escalated complaints will be reviewed by a person or team not involved in the original decision whenever possible. We will respond within a reasonable timeframe.

8. Contact Information

📩 [email protected]  

Cortex Innova Ltd.  

Registration No: HE 484658  

Naxou, 1, 1st floor, Flat/Office 103  

Strovolos, 2043, Nicosia, Cyprus