1. Purpose
Welcome, and thank you for your interest in our Regen AG website www.raiin.network , coiin.ai, a
decentralized platform operated by Regen AG as part of the Raiinmaker Network and other
content and offers provided by us (collectively, our "Offerings"). This Complaints Policy (the
"Complaints Policy") forms part of your agreement with us and serves as the primary policy
document governing our commitment to handling, investigating, and resolving Client Complaints.
Who we are and how to contact us: coiin.ai, www.raiin.network are operated by Regen AG, a
public limited company registered in Liechtenstein and having its registered office address at Dr.
Grass-Strasse 12, LI-9490 Vaduz, Liechtenstein. To contact us, please email our support team at
support@raiinmaker.com or write to us at our registered office address listed above.
This Policy has been reviewed and approved by the Board of Directors. It will be reviewed and re-
approved on an annual basis, unless earlier revision is required.
2. Background
2.1. Regulatory Framework
Policy Aim: The aim of this Policy is to establish an effective and transparent process to ensure
that client complaints are handled promptly, fairly, and consistently. This includes:
• Defining what constitutes a client complaint.
• Identifying the person responsible for managing complaints.
• Outlining the procedure for clients to submit a complaint, as well as how complaints are
investigated and resolved.
• Specifying the timelines associated with the lifecycle of a client complaint.
Publication: We will publish a description of the complaint submission process and a copy of this
Complaints Policy on our website (www.raiin.network).
2.2. Definition
Interpretation: In this Complaints Policy, defined terms have the same meaning given to them in
the Terms of Service unless other definitions are specified herein.Content shall have the following meaning:
• Video Content: User-uploaded videos for AI training, including metadata (e.g., GPS,
timestamps, sensor data) and annotations.
• Validated Datasets: Labeled or verified data, such as video datasets, text
classifications, or semantic segmentations for computer vision.
• NFTs/Tokenized Assets: Digital assets minted as NFTs or tokenized datasets on the
blockchain.
• AI-Generated Outputs: Content from AI agents like Chief Raiin or TRAIIN Agent,
including text, images, or video analyses.
• User Interactions: Comments, ratings, or inputs related to content validation or
community engagement.
•
A Client Complaint is a ‘statement of dissatisfaction addressed to us by one of the Users relating
to the provision of one or more of our offerings.’
2.3. Admissibility
Whether or not you are a User of our Offerings, you can use this Complaints Policy to alert us to
any complaint which you have relating to the Offerings.
We have defined two categories of complaints, which it has deemed to be fair, reasonable and
without prejudice to a complainant:
1. Formal complaint: meaning those statements of dissatisfaction which meet the standard of
this policy.
2. Informal complaint: statements of dissatisfaction which are not considered to meet the
standard of this policy and therefore not admissible as a complaint.
To be classified as a formal complaint, the complainant must follow the procedure outlined in this
Policy.
Examples of formal complaints include:
Complaints submitted via email or other digital channels that list the necessary content in
accordance with Chapter 3.1 of this policy.
Complaints send by post that list the necessary content in accordance with Chapter 3.1 of
this policy.
Informal complaints will include:
Complaints communicated through informal channels such as instant messaging
platforms (e.g. Telegram) or emails that do not list the necessary content in accordance
with Chapter 3.1 of this policy.
Complaints made via X (formerly, Twitter), LinkedIn or other social media platformsWhere an informal complaint is submitted directly to one of our employees, the employee must
provide the complainant with instructions on formalizing their complaint, should they choose to do
so.
Unless specified to the contrary, the use of the word “Complaint” will mean a formal complaint.
Complaints may only be submitted in English, German, or Spanish. Any other language will not be
admissible as a Complaint.
3. Complaints Process
3.1. Submitting a Complaint
Making a Complaint: If you have a complaint about our Offerings (including any complaint about
the Content or the conduct of a User), please send your name, address, contact details, a
description of your complaint and, if your complaint relates to Content, the URL for the Content to
which your complaint relates to support@raiinmaker.com.
If you are unable to contact us by email, please write to us at the following address: Regen AG, Dr.
Grass-Strasse 12, LI-9490 Vaduz, Liechtenstein.
Please note that submitting a complaint is free of charge and will not incur any fees.
3.2. Handling of Complaint
Procedure for Complaints: Our procedures to deal with Complaints will depend on the nature of
the Complaint:
a. For Complaints relating to illegal or non-consensual Content, we will upon receipt of your
Complaint:
i. within 5 Business Days send you an email confirming that we have received your
Complaint
ii. promptly investigate your Complaint using such mechanisms as we consider
appropriate to the nature of your Complaint;
iii. if we require further information or documents from you, contact you to let you know;
iv. in good faith investigate your Complaint within fourteen (14) Business Days;
v. if we are satisfied that the Content is unlawful or non-consensual, immediately remove
such Content, and we will notify you of our decision by email or other electronic
message;if we are satisfied that the Content is not unlawful or non-consensual, notify you of our
decision by email or other electronic message.
b. For any other types of Complaints including breaches to any of our Terms of Service, we will
upon receipt of your Complaint:
i. within 5 Business Days send you an email confirming that we have received your
Complaint
ii. promptly investigate your Complaint using such mechanisms as we consider appropriate
to the nature of your Complaint;
iii. if we require further information or documents from you, contact you to let you know;
iv. in good faith investigate your complaint within seven (7) business days and we will in good
faith take such actions as we consider appropriate to deal with the issue which your
complaint has raised. We will notify you of our decision by email or other electronic
message. All decisions made and actions taken by us will be final and cannot be
appealed.
The investigation period according to Clause 3.2 a. iv. and Clause 3.2 b. iv. starts running as soon
as the email confirming the receipt of the Complaint has been sent.
3.3. Unjustified Complaints
You agree that you will not make unjustified complaints and that all complaints made under this
Complaints Policy will be justified and in good faith. If we consider that any complaint provided
under this Complaints Policy is in bad faith, we have the right to suspend or delete your User
account.
3.4. Responsibilities within Regen AG
Complaints Manager
While every employee who receives a Complaint is obligated to adhere to the requirements set out
in this Complaints Policy, Regen AG has designated a complaints manager (the “Complaints
Manager”) to oversee and implement the complaints handling process. The Complaints Manager
serves as the first point of escalation for any Complaint not initially addressed to them. This role
includes determining whether a complaint is admissible and, in cases where it is incomplete or
inadmissible, advising the recipient accordingly. The Complaints Manager is also responsible for
managing the investigation and resolution of Complaints, ensuring that all records are maintained
in accordance with this Complaints Policy, and reporting complaint metrics to the Board of
Directors on a quarterly basis.Board of Directors
The Board of Directors is responsible for the general oversight of the Complaints Process and the
Complaints Manager. The Board of Directors is also responsible for the periodic review of this
Complaints Policy.
3.5. Training
Compliance will provide training on the concepts of the Policy to all relevant staff.
3.6. Record Keeping
We will retain all records related to complaints in a secure and organized manner that ensures
traceability and accountability in line with this Complaints Policy. Upon request, records may be
made available to the Complainant, unless restricted by applicable legal or contractual
obligations.
All complaint records will be stored for a minimum period of five years. If required for legal, audit,
or internal compliance purposes, this period may be extended up to seven years.
3.7. Disputes
Any dispute that may arise following our investigation and the resulting determination and course
of action, can be contested by submitting such a Complaint to a neutral arbitration association at
our expense. Please refer to Chapter 12 ("Dispute Resolution by Binding Arbitration") of our
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