Complaints

Draft: 27 July 2026 · Owner: Ailora Limited · Review: at least every 12 months and whenever we make a significant change to the service

ARCADEBOX.AI is operated by Ailora Limited. This page explains how to complain to us, what we'll do about it, and where to go if you're not happy with our answer.

You do not need an ARCADEBOX.AI account to use this page. You don't need to be a member, a creator, or a player. If you're a parent worried about something your child saw, or a stranger who followed a link to one of our games, this route is for you too.

This page describes our procedure. It isn't legal advice, and it doesn't take away any legal right you have.

1. What this page is for

There are three different ways to tell us something is wrong, and they're not the same thing:

We keep complaints separate from ordinary support on purpose. Complaints about safety and about our legal duties are handled under this procedure, logged separately, and reviewed by our Online Safety Lead at Ailora Limited (see section 14) — not by whoever happens to pick up the support inbox.

2. Who can complain

• Anyone. Members, players who never signed up, parents, carers, teachers, other companies, and people who don't use ARCADEBOX.AI at all but have been affected by something on it.
• Children and young people can complain directly, in their own words. You will not get into trouble for telling us something.
• Someone can complain for you — a parent, a carer, a friend, a teacher, a support organisation or a solicitor. Just tell us you're doing it on someone else's behalf.
• Anonymously, if you prefer. We'll still assess it. The only catch is that we can't ask you follow-up questions or tell you the outcome, which sometimes limits what we can do.

We will never require you to create an account, buy anything, or agree to any terms in order to complain.

3. If you're a kid, a parent or a carer

If you're a kid or a teenager — here it is in plain words:

• If something on ARCADEBOX.AI upset you, scared you, or felt wrong, tell us. You don't have to explain it well. "This game is horrible" or "this person keeps messaging me" is enough.
• You won't be in trouble, and we won't tell the other person who complained.
• You can ask a grown-up you trust to help you — a parent, a carer, or a teacher.
• If someone asks you for photos, asks to meet you, asks you to keep a secret, or says anything sexual to you: stop talking to them and tell a grown-up you trust. Then tell us, and tell CEOP (the UK police team for this) too.
• You can talk to Childline any time, for free, on 0800 1111 or at childline.org.uk. They're not us — they're there just for you.

If you're a parent or carer: you can complain about something that happened to a child in your care without signing up and without needing their account details. Tell us what happened, roughly when, and where on the site — a link is ideal but "a game called X in The Arcade" is enough for us to find it. Please read section 10 before you decide what to do next: it sets out plainly what we can and can't see, and what our automated checks do and don't cover.

4. What you can complain about

The Online Safety Act 2023 says a service like ours must let you complain about specific things. Ours covers all of them, plus appeals:

(a) Content you think is illegal or harmful, and we haven't dealt with it

Including if you already used the report flag and nothing happened, or we said no and you think we got it wrong. Examples:

• content that sexualises children in any way (we have zero tolerance — see section 5, this is the one thing you should also report elsewhere immediately);
• harassment, bullying, threats, stalking, or content targeting someone because of who they are;
• content encouraging suicide, self-harm, or an eating disorder;
• content that helps or promotes crime — fraud, drugs, weapons, terrorism;
• someone's personal information posted without permission, or unwanted sexual images sent to someone;
• a game, cover image, profile picture, profile text, username, player name, comment, private message or multiplayer conversation that does any of the above.

You can complain about content whether or not you were the target.

(b) We're not meeting our legal duties under the Online Safety Act

This is a complaint about us, not about a piece of content. For example: that our reporting tools are hard to find or missing where you needed one; that our terms don't say what we actually do; that we don't apply our own rules consistently; that we're too slow; that our safety measures aren't good enough for a service children can reach. We would genuinely rather hear this from you than from Ofcom.

(c) Appeals — you think we were wrong to act against you

If we removed or hid your game, removed your comment, restricted or blocked your account, or refused to build something you asked for, and you think that was a mistake, this page is how you challenge it. See section 9.

(d) How we handled your report or complaint

If we took too long, didn't reply, or handled it badly, complain about the handling itself. It's logged the same way.

5. If someone is in danger right now

• If someone is in immediate danger — call 999 (UK) or your local emergency number.
• Child sexual abuse material: report it to the Internet Watch Foundation (report.iwf.org.uk) — it's free, anonymous and they operate at all hours. Concerns about an adult behaving inappropriately towards a child online go to CEOP.
• Please do not email us copies of illegal images. Send us the link and a short description instead. Forwarding such material — even to report it — can itself be an offence, and we'd have to hand it to the authorities.
• Then tell us as well, using section 6, and put URGENT in the subject line. We prioritise these above everything else in our queue.

6. How to complain

By email — the fastest route:

complaints@arcadebox.ai

Write in whatever language you're comfortable with and in as much or as little detail as you can manage. There is no form to fill in and no format we require. If you'd rather use the general inbox — or if the address above ever bounces — support@arcadebox.ai also reaches us: put the word COMPLAINT in the subject and we'll move it into this procedure. Either route counts; we will never turn a complaint away because it arrived at the wrong address.

By post, if you'd rather not email:

Complaints — Online Safety
Ailora Limited
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ, United Kingdom

Accessibility. If email and post are both difficult for you, say so however you can reach us and we'll agree another way — including replying in plain, short sentences, or dealing with a person who is helping you.

7. What to put in your complaint

Only include what you can. A short message is still a valid complaint — we'd rather have a vague complaint than none.

• What and where — a link if you have one (the address in your browser bar), or the game's name, the @handle, or "a comment on the game called X".
• When — roughly is fine.
• What happened — in your own words, and why you think it breaks the rules or the law.
• Whether a child is involved — tell us, and we'll treat it as a priority.
• Screenshots, if you have them and it's safe and lawful to take them (see the warning in section 5 — never send illegal imagery). For private messages and multiplayer chat, screenshots matter a lot; see section 10.
• How to reach you — optional, but we can't ask questions or tell you the outcome without it.
• If you're complaining for someone else — say so, and say what your relationship is (parent, carer, teacher, adviser).

We only use what you send to handle your complaint, to keep our record of it, and where we must to comply with the law. We won't pass your name or contact details to the person you complained about. See our Privacy Policy.

8. What happens next, and how long we take

1. We acknowledge it — you get a reply confirming we've got it and what we're treating it as (content, duties, or appeal). If you complained anonymously, skip to step 2.
2. We assess it. A person reads it, looks at the content or the surface you've named, and decides whether it breaks the law, breaks our house rules, or points to a gap in how we run the service. We may come back to you for more detail.
3. We act. Depending on what we find, that can mean: removing or hiding the content; unpublishing a game from The Arcade; asking the creator to change it; warning, restricting or blocking the account; passing the matter to the police, the IWF or another authority; or changing how the product itself works. It can also mean deciding that the content is allowed to stay — in which case we say so and explain why. (One limit worth naming: we currently have no way to end a multiplayer room mid-session or to remove one player from it. If a room is the problem, what we can do is act on the account behind it.)
4. We tell you the outcome — what we decided, in plain terms, and how to challenge it if you disagree (see section 9 and section 12). We won't tell you what action we took against another person's account, because that's their personal data.
5. We record it — see section 11.

Our target times (working days, Monday to Friday, UK time):

If we're going to miss one of these, we'll tell you before the deadline and give you a new date and a reason. We are a very small company and we'd rather publish targets we actually hit than impressive ones we don't. Our inbox is monitored on working days; it is not staffed overnight or at weekends, which is why urgent child-safety matters should also go straight to the 24-hour routes in section 5.

9. Appeals — if we removed your game, your comment or your account

If we act against you, you can challenge it. We'd rather be corrected than be quietly wrong.

• How. Email the address in section 6 with "APPEAL" in the subject. Tell us what was removed or restricted, when, and why you think we got it wrong. If we sent you a message about it, include it.
• No account needed. If we blocked your account and you can't sign in, email us from the address you signed up with, or any address — just tell us which account it was.
• What we do. We look at the original decision again against our published house rules and this procedure. Where we can, someone other than the person who made the first decision reviews it. We're honest that we're a very small company: sometimes that will be the same person. When it is, we review the decision afresh on the rules alone and tell you our reasoning, so you can judge it — and you can still escalate outside ARCADEBOX.AI (see section 12).
• If we got it wrong, we put it back, restore your account, and say so. If a Credit was consumed by a build we then removed in error, we return it.
• If we didn't, we explain which rule it broke and what you'd need to change.
• Your games while an appeal is open. Content we've taken down for a suspected serious or illegal breach stays down while we review — we don't restore it first and ask questions later. For anything less serious, we'll say whether it stays up.

10. What we can and can't do — an honest note

We'd rather tell you the truth about our limits than imply protections we don't have. This section is written for parents and carers in particular.

• We don't check everything before it's published. Games are generated by AI from what a member types and go live without a human reading them first. Our automated checks are narrow — they look for a small set of terms in build prompts and in game titles and descriptions. They do not review what a game draws on screen, comments, profile text, usernames, player names, uploaded pictures, or private messages. That's why reporting and complaining matter so much here: for most of the service, a person looks at content because someone told us to.
• We can't read private messages. Direct messages between two members are technically restricted to those two people — nobody at ARCADEBOX.AI can open them, by design. So if you complain about a private message, we can't verify it from the message itself. Keep or screenshot what was said. We can still act on the account, on the basis of your evidence and its wider behaviour, and messages are only possible between two people who have each chosen to follow the other — unfollowing ends the conversation immediately, both ways.
• Multiplayer conversation isn't kept. Anything said in a live room passes through and is not stored, so we can't go back and look at it afterwards. Screenshots are the only evidence. There is no voice chat anywhere on ARCADEBOX.AI.
• Taking content down is currently a manual job. We can and do remove content, unpublish games and block accounts — but today that's done by hand by our operator in our own systems rather than through a purpose-built moderation tool, and blocking an account is a separate step from taking down what it published. Both get done; it just takes a person. We're building proper tooling, and until it exists this is one of the reasons for the timescales in section 8 rather than instant action.
• We have no age verification. Signing up asks you to confirm you're 16 or older, and playing games in The Arcade needs no account at all. We don't currently check anyone's age, and we don't claim to. If you're a parent deciding whether ARCADEBOX.AI is right for your child, please weigh that: an account is enough to comment, to follow people, and — once two people follow each other — to message privately.
• What we're good at. Games run in a locked-down player that can't reach your account, your saved data or your files, and can't send anything out of your browser — and every game keeps a full version history, so anything published can be traced to a member and rolled back or removed. What that player does not do is control what a game puts on the screen, including pictures it loads from elsewhere on the web. It protects your information, not your eyes.
• Some community features are switched off right now. As of 27 July 2026 comments, scoreboards, following other makers and direct messages are not working on the live site — see the note on our safety page. Complaints about them are still welcome (they may concern something you saw earlier, or somewhere else), and this route works either way.

If any of this changes — and some of it will — we'll update this page rather than quietly leave it reading better than the product is.

11. How we record and review complaints

• Every complaint is logged, whether it arrives by email, by post, or through the in-product report flag. We record: when it came in, how, what it was about, whether a child was involved, what we decided, what we did, when we closed it, and whether it was appealed. Honestly, about how that is done today: reports made with the 🚩 button are stored in our system but only carry an open/closed status, so the rest of that record is kept by hand alongside them. We are building a proper moderation log; until it exists, the record is manual — but it is kept.
• We keep complaint records for 12 months — longer where the complaint concerns a child, a possible criminal offence, or an ongoing dispute, or where the law requires it. Records are kept securely and only the people who need them can see them.
• We review the log regularly to spot patterns — a surface that keeps generating complaints, a rule people keep tripping over, a control that's missing where users clearly expect one. That review feeds our risk assessments under the Online Safety Act.
• We re-do our safety risk assessments at least once a year, and always when we make a significant change to the service.
• Ofcom can ask us for these records, and we'll provide them.

12. Escalating outside ARCADEBOX.AI

If we've answered and you're still not satisfied — or we haven't answered at all — you don't have to leave it there.

• Ofcom is the UK regulator for online safety. Ofcom doesn't settle individual disputes between you and us or force us to restore your game, but it does want to hear when a service isn't meeting its duties, and complaints inform its enforcement. Start at ofcom.org.uk/online-safety. Telling Ofcom about us is your right and we won't penalise you for it in any way.
• Report Harmful Content (reportharmfulcontent.com) is a free UK service for exactly the case where you've reported something to a platform and it wasn't dealt with. They can advise you and take it up with us.
• The Internet Watch Foundation (report.iwf.org.uk) for child sexual abuse imagery, and CEOP (ceop.police.uk/safety-centre) for an adult behaving inappropriately towards a child. Both operate independently of us and around the clock.
• The police — 999 in an emergency, 101 otherwise — for anything you believe is a crime.
• The Information Commissioner's Office (ico.org.uk/make-a-complaint) for complaints about how we handle personal data. Please give us a chance first via privacy@arcadebox.ai.
• Your legal rights are unaffected. Nothing on this page stops you taking legal advice or going to court.

13. Things this page doesn't cover

These are real routes too — they just aren't safety complaints, and sending them here only slows you down:

• Billing, Credits, refunds, plans, a build that failed → support@arcadebox.ai (see the FAQ).
• Your personal data — access, correction, deletion, objections → privacy@arcadebox.ai (see the Privacy Policy).
• Copyright, trademark or other IP — someone using your work without permission → legal@arcadebox.ai (see Terms, section 10).
• Ideas, bugs and feature requests → support@arcadebox.ai. Always welcome, just not a complaint.

If you send it to the wrong place we'll move it, not bounce it.

14. Who we are

ARCADEBOX.AI is operated by:

Ailora Limited
Registered in England and Wales, company no. 16660447
Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Complaints: complaints@arcadebox.ai

Complaints under this procedure are handled by our Online Safety Lead at Ailora Limited, who is also our contact point for Ofcom.

Related pages: Safety · the house rules · children & online safety · FAQ · general contact.

ARCADEBOX.AI — your arcade in a box. If something here isn't safe, tell us. We'd rather know.