Complaints Policy

This English translation is provided for convenience only. The French version shall prevail in the event of any discrepancy.

Last updated: April 2026

1. Introduction

This reporting and complaints policy forms an integral part of your agreement with EXODE. It sets out the procedure to follow to report a problem, inappropriate content, or to file a complaint relating to our Service.

EXODE undertakes to handle each report seriously and diligently, in accordance with the European Regulation on digital services (DSA - Digital Services Act) and the applicable French legislation.

Contact for reports:

Email: support@exode.ai

Email subject: specify [REPORT] or [COMPLAINT] followed by a short description.

2. Who can file a report?

Anyone may file a report with EXODE, whether they are:

A registered user (creator, agency, employee) holding an active EXODE account;
A non-registered third party who is aware of problematic content or behavior involving the Service.

3. Report categories

Reports are classified into three categories, each subject to an adapted procedure and processing time:

A. Illegal or non-consensual content

Concerns any content that breaks the law, in particular:

Sexual content involving minors
Content distributed without the consent of the persons depicted
Incitement to hatred, violence or terrorism
Any other content contrary to French or European legislation

This type of report is handled as an absolute priority. If the content is manifestly illegal, EXODE may forward the report to the competent authorities.

Processing time: 24 hours maximum

B. Intellectual property infringement

Concerns the unauthorized distribution of content protected by copyright:

Reproduction or distribution of photos, videos or texts without authorization
Impersonation of a creator
Fraudulent use of registered trademarks

Reports of this type must include proof of ownership of the rights (link to the original content, registration certificate, etc.).

Processing time: 7 business days

C. Other complaints

Concerns any other problem related to the use of the Service:

Technical issue or malfunction of the Service
Dispute relating to billing or the prepaid balance
Abusive behavior by another user
Breach of the Terms of Service
Dissatisfaction relating to the Service or support

Processing time: 7 business days

4. How to file a report?

For your report to be handled effectively, please include the following information in your email to support@exode.ai:

Required information:

Your identity: last name, first name and email address (anonymous reports are accepted for illegal content)
Category: A (illegal content), B (intellectual property) or C (other complaint)
Detailed description: precise description of the problem encountered
Evidence: screenshots, URLs, identifiers of the accounts concerned
Date and time: when the problem was observed

For category B reports (intellectual property), please also provide:

Proof that you are the holder of the rights or that you are acting on behalf of the holder
The precise identification of the infringing content
A sworn statement as to the accuracy of the information provided

5. Processing procedure

Step 1 — Acknowledgment of receipt

You will receive an automatic acknowledgment of receipt confirming that your report has been taken into account within 24 hours.

Step 2 — Analysis and investigation

Our team examines the report, collects the necessary information and, where applicable, contacts the parties involved. The investigation time depends on the category (see section 3).

Step 3 — Decision and notification

You will be informed by email of the decision taken. Possible measures include:

Removal or deactivation of the reported content
Warning addressed to the user concerned
Temporary suspension of the user's account
Permanent termination of the account
Report to the competent authorities (illegal content)
Rejection of the report with reasons

Step 4 — Appeal

If you contest the decision, you may request a review by replying to the notification email within 15 days. A second review will be carried out by a different manager.

6. EXODE's commitments

Confidentiality: the identity of the reporting party is protected and is not disclosed to the reported person, except where legally required.
Impartiality: each report is examined objectively and independently.
Transparency: the reporting party is informed of each stage of the handling of their report.
No retaliation: no user will be penalized for having filed a report in good faith.

7. Abusive reports

Reports made in bad faith, repeatedly or with the aim of harming another user constitute an abuse. EXODE reserves the right to:

Ignore manifestly unfounded or abusive reports;
Suspend or terminate the account of the author of abusive reports;
Take legal action in the event of slanderous denunciation.

8. Legal obligations

In accordance with the Digital Services Act (DSA) and French law, EXODE implements accessible and effective reporting mechanisms. In the event of manifestly illegal content, EXODE is required to act promptly as soon as it becomes aware of it.

EXODE cooperates with the competent judicial and administrative authorities in the context of any legal requisition.

9. Contact

For any question relating to this reporting policy:

EXODE — Reporting Service

Email: support@exode.ai

Subject: [REPORT] or [COMPLAINT] followed by your request