Something not right with Preppo?
We want to know.
Students, parents, carers, tutors, teachers and other users can report problems with Preppo, including incorrect answers, inappropriate AI responses, technical problems, privacy concerns and child-safety issues.
Reports help us investigate problems and improve Preppo.
1. What can I report?
You can report anything about Preppo that concerns you.
This might include:
- an incorrect or misleading answer
- an inappropriate AI response
- content that doesn't seem suitable for a child
- a safety concern
- bullying, threatening or hateful content
- sexual or exploitative content
- dangerous information
- an AI response that encourages harmful behaviour
- a privacy concern
- Preppo revealing or requesting unnecessary personal information
- a problem with a student account or profile
- a login problem
- a subscription or payment problem
- a feature that isn't working
- suspected misuse of Preppo
- an academic-integrity concern
- a security concern
- or anything else that doesn't seem right.
You do not need to know which category your problem belongs to before reporting it.
2. Reporting an AI response
If Preppo gives you an answer that seems wrong, inappropriate or unsafe, please report it.
If you cannot report the response from inside Preppo, contact:
support@preppo.ai
It helps if you can tell us:
- what you asked Preppo
- what Preppo said
- why you think there is a problem
- approximately when it happened
- and the relevant account or student profile.
A screenshot can also help us understand what happened.
Please don't include unnecessary personal or sensitive information in your report.
3. Child-safety concerns
If you are concerned about a child's experience on Preppo, please contact:
support@preppo.ai
Child-safety concerns might include:
- sexual or inappropriate content involving a child
- exploitative or grooming-like behaviour
- dangerous instructions
- encouragement of self-harm or serious harm
- AI encouraging a child to keep secrets from parents or carers
- AI encouraging inappropriate emotional dependency
- threats or serious harassment
- inappropriate requests for personal information
- or another interaction that makes a student, parent or carer feel unsafe.
You can report a concern even if you're unsure whether it breaches one of our policies.
We would rather know about a potential child-safety problem so we can assess it.
4. If you're a student
If Preppo says something that makes you uncomfortable, scared or confused, you don't have to keep talking to it.
Stop the conversation and tell someone you trust.
That could be:
- your parent or guardian
- a tutor or teacher
- another trusted adult
- or another appropriate person who can help you.
You can also report the response to Preppo.
Remember:
Preppo is AI. It can make mistakes, and you don't have to do something just because an AI tells you to.
If something feels wrong, ask a real person for help.
5. Privacy concerns
If your concern is about personal information or privacy, please contact:
privacy@preppo.ai
For example, you can contact us if:
- you want to know what personal information Preppo holds
- information about you or your child appears incorrect
- you want to request deletion of information
- you believe information has been handled incorrectly
- you believe Preppo requested unnecessary personal information
- you have a concern about AI and student data
- or you want to make a privacy complaint.
Our Privacy Policy explains how we handle privacy enquiries and complaints.
Students can also read our Privacy for Students notice.
6. Security problems
If you believe you have found a security problem with Preppo, please contact:
support@preppo.ai
Examples include:
- suspected unauthorised access to an account;
- exposure of information belonging to another user
- a vulnerability that could affect student information
- suspicious account activity
- or another potential security weakness.
Please do not exploit a security vulnerability, access another person's information unnecessarily, publicly disclose sensitive details before we have had a reasonable opportunity to investigate, or intentionally disrupt Preppo while testing an issue.
7. Incorrect educational information
AI can make mistakes.
If Preppo gives an incorrect explanation or answer, please report it through the in-product reporting feature where available or contact:
support@preppo.ai
Tell us:
- the question;
- Preppo's response
- what you believe is incorrect
- and the correct answer or source, if you know it.
You don't need to prove that Preppo is wrong before reporting something.
We can investigate.
8. Academic-integrity concerns
Preppo is designed to support learning rather than do a student's learning for them.
If you believe Preppo is behaving in a way that encourages cheating, helps conceal prohibited AI use or otherwise conflicts with our Academic Integrity Policy, please report it to:
support@preppo.ai
Schools and educators are also welcome to report academic-integrity concerns.
9. Account, subscription and billing problems
For problems involving:
- logging in
- student profiles
- subscriptions
- charges
- cancellations
- refunds
- plan features
- or account access
please contact:
support@preppo.ai
For billing enquiries, please include enough information for us to identify the relevant account or transaction, but do not email us your full payment card details or password.
Refunds and cancellations are handled in accordance with our Subscription & Refunds Policy and applicable Australian consumer law.
10. What information should I include?
Providing useful information can help us investigate a report.
Where appropriate, please include:
- your name
- the email address associated with the Preppo account
- the relevant student profile
- what happened
- when it happened
- what you expected to happen
- screenshots or relevant conversation details
- and whether the issue is continuing.
For child-safety or privacy reports, only provide the personal information reasonably necessary for us to understand the issue.
Please do not send:
- passwords
- full payment card details
- unnecessary identity documents
- intimate images
- or unrelated sensitive information.
If we need additional information, we can ask for it.
11. What happens after I report something?
We aim to review reports according to their nature and seriousness.
Depending on the issue, we may:
- investigate the relevant AI interaction
- review technical logs
- investigate an account or feature
- review the behaviour of our AI or safety systems
- correct a technical problem
- adjust an AI instruction or safeguard
- restrict particular content or functionality
- suspend or terminate an account where appropriate
- correct inaccurate information
- respond to a privacy request
- escalate a child-safety issue
- preserve relevant information where legally necessary
- or make a report to an appropriate authority where required or permitted by law.
Not every report will result in a change to Preppo, but reports can help us identify patterns and improve the Service.
12. How quickly will Preppo respond?
We aim to prioritise reports based on their seriousness.
Child-safety, security and serious privacy concerns should receive greater priority than ordinary product feedback or technical issues.
We may contact you for more information where it is reasonably necessary to investigate the report.
Complex matters may take longer to investigate.
13. What if I disagree with the outcome?
If you believe we have misunderstood your report or haven't adequately addressed the problem, you can reply to our response and ask us to reconsider it.
Where appropriate, the matter may be escalated for further review.
Nothing in this reporting process limits any rights or remedies available to you under applicable law.
Privacy complaints may also be handled under the complaints process described in our Privacy Policy.
14. Emergencies
Preppo is not an emergency service.
Do not use the Report a Problem process if someone needs immediate emergency assistance.
If a child or another person is in immediate danger, contact the appropriate emergency service or seek immediate help from a trusted adult or qualified professional.
In Australia, call 000 for emergency assistance.
Preppo cannot contact emergency services on a student's behalf or guarantee that an AI system will recognise an emergency.
15. Serious child exploitation or illegal content
If a report concerns suspected child exploitation, serious illegal content or another serious safety issue, we may take additional steps as appropriate.
These may include:
- restricting access
- preserving relevant information
- investigating the relevant interaction
- and reporting information to an appropriate authority where required or permitted by law.
We handle personal information involved in reports in accordance with our Privacy Policy and applicable law.
16. We won't punish students for reporting problems in good faith
Students should feel comfortable telling us when something goes wrong.
We will not intentionally penalise a student simply for making a genuine report about a concerning Preppo interaction.
A student will not get in trouble with Preppo merely because they:
- received an inappropriate AI response;
- accidentally encountered something concerning;
- asked for help;
- reported something they thought was unsafe; or
- made a reasonable report that ultimately turns out not to involve a breach.
Deliberately false, abusive or malicious reports may be handled differently.
17. Reports help us improve
AI systems are not perfect.
Reports from students, parents, carers and educators can help us identify problems that automated testing does not.
We may use reports to improve:
- educational accuracy
- AI behaviour
- child-safety safeguards
- content filtering
- academic-integrity safeguards
- privacy protections
- product design
- and technical reliability.
Any use of personal information associated with a report will be handled in accordance with our Privacy Policy and Data & AI Policy.
18. Other Preppo policies
Depending on your concern, you may also find information in our:
- Child Safety Policy
- Academic Integrity Policy
- Data & AI Policy
- Privacy Policy
- Privacy for Students
- Subscription & Refunds Policy
- Terms of Service
You don't need to read these policies before reporting a problem.
If something doesn't seem right, just tell us.
19. Contact Preppo
General support and product problems
support@preppo.ai
Use this for technical problems, incorrect AI answers, accounts, subscriptions, academic-integrity concerns and general reports.
Child safety
support@preppo.ai
Use this for concerns involving the safety or wellbeing of a child.
Privacy
privacy@preppo.ai
Use this for privacy questions, requests and complaints.
General enquiries
hello@preppo.ai
Creati Pty LtdACN 697 537 947Trading as Preppo AISydney, New South Wales, Australia