Complaint Policy

1. Overview

girlfriends.online ("Platform", "we", "us", or "our") is committed to addressing user concerns and complaints in a fair, transparent, and timely manner. This policy outlines how to submit a complaint and the process we follow to resolve it.

2. What You Can Complain About

You may submit a complaint regarding any aspect of our Service, including but not limited to:

• Content that you believe violates our policies or applicable law.
• Account-related issues, including billing disputes or unauthorized access.
• Privacy concerns or data protection issues.
• Technical issues affecting your use of the Service.
• Conduct of other users that you believe violates our Community Guidelines.
• Concerns about AI-generated content.
• Dissatisfaction with a previous support interaction or enforcement decision.

3. How to Submit a Complaint

To submit a formal complaint, please email us at [email protected] with the subject line "Formal Complaint" and include the following information:

• Your name (or display name associated with your account).
• Your email address (the one associated with your account, if applicable).
• Description of the complaint: A clear and detailed explanation of your concern, including what happened and why you believe it requires attention.
• Date and time: When the issue occurred or was first noticed, if applicable.
• Supporting evidence: Any screenshots, URLs, transaction IDs, or other documentation that supports your complaint.
• Desired resolution: What outcome you are seeking (e.g., content removal, refund, account restoration, explanation).

4. Complaint Process

We follow a structured process to handle all complaints:

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 24 hours of receiving it. Your acknowledgment will include a reference number for tracking purposes.

Step 2: Investigation

We will investigate your complaint thoroughly, which may include reviewing relevant account data, content, logs, and communications. During this phase, we may contact you for additional information or clarification.

Step 3: Decision

Based on our investigation, we will make a determination and decide on appropriate action. This may include content removal, account restoration, refund, policy enforcement action, or a determination that no action is required.

Step 4: Notification

We will notify you of the outcome of your complaint within 7 calendar days of receiving it. If the complaint requires additional time to resolve due to its complexity, we will inform you of the delay and provide an estimated resolution date.

5. Priority Handling

Certain complaints are prioritized for immediate action:

• Illegal content: Reports of illegal content, including CSAM, are acted upon immediately. Content is removed and reported to the appropriate authorities without waiting for the standard review process. See our Blocked Content Policy.
• Non-consensual intimate imagery: Removal requests for non-consensual intimate imagery are processed within 48 hours. See our Content Removal Policy.
• Account security: Reports of unauthorized account access are handled immediately to protect user accounts.

6. Escalation

If you are not satisfied with the outcome of your complaint, you may request further review by replying to the resolution notification with the subject line "Escalation Request." Please include:

• Your original complaint reference number.
• A clear explanation of why you believe the initial resolution was insufficient.
• Any additional information or evidence that supports your position.

Escalated complaints will be reviewed by a senior member of our team who was not involved in the original decision. You will receive a response to your escalation within 7 calendar days.

7. External Remedies

Our internal complaint process does not affect your right to pursue external remedies, including filing complaints with relevant regulatory authorities or seeking legal counsel.

8. Record Keeping

We maintain records of all formal complaints and their outcomes for a minimum of 3 years. These records are used to identify patterns, improve our Service, and demonstrate compliance with applicable regulations.

9. Contact

For complaints or questions about this policy, contact us at [email protected].