Updated: 25th March 2023

Fanvue

  1. Introduction We value all feedback from all users on Fanvue.com. This document set out our complaints policy. If you are a User of Fanvue, this Complaints Policy forms part of your agreement with us. Fanvue is committed to promptly addressing and appropriately resolving all complaints and appeals, in good faith. Our goal is to create a safe and secure environment for all users of our social subscription platform marketplace. If you have a complaint, please follow the steps outlined below.
  2. Who can use this Complaints Policy? Whether or not you are a User of Fanvue, you can use this Complaints Policy to alert us to any complaint which you have relating to the Fanvue Platform.
  3. Submitting a complaint You can submit a complaint by emailing our customer support team at [email protected]. You may also submit a complaint by contacting our live support team at https://help.fanvue.com via our support centre. If you’re reporting a user account, user content, user message, user intro video, then you may wish to use our built-in “report” feature to quickly alert out moderation team.
  4. Providing information When submitting a complaint, please provide as much information as possible. Include your email address and user handle (if you’re a platform user), the username of the account or content you’re complaining about and a detailed description of the issue. If possible, please attach evidence such as screenshot, video or other evidence to support your complaint. Any relevant URL’s will help us process your complaint in a timely manner.
  5. Investigation Process All complaints are recorded and investigated on a case by case basis. Once we receive your complaint, we will, in good faith, move to review and resolve your report within a 14-day period. Our moderation team will review all evidence submitted and speak with all relevant parties. We may get in touch with you as part of our investigation process to acquire further information. We will make every effort to resolve your complaint as quickly as possible, and intend to operate this system as efficiently and as quickly as possible in a fair and reasonable manner.
  6. Resolution Once our investigation is complete, if a user has been found to verify any of our policies, we will take appropriate action. We are under no obligation to inform you of the resolution to your complaint. If we determine that no violation has occurred we will retain a record of your complaint for future reference and processing.
  7. Appeals and Feedback If you are the impacted user resulting from actions taken against your account in relation to a complaint, you may contact our support team for further information and to provide evidence to appeal the case. Appeals must be made within 14-days of the actions taken against your account, appeals made after this will still be reviewed, but may not be responded to in a timely manner. We are keen to get feedback from users from all corners of our business, including our complaints policy and processes. To submit constructive feedback, please get in touch with us by email at [email protected] or by contacting our customer service team using the live chat at https://help.fanvue.com.
  8. Other Complaints If your complaint is related to activity such as harassment or abuse, we encourage you to report it to the appropriate law enforcement authorities. If you believe that someone has violated your intellectual property rights, please follow our DMCA takedown procedure.
  9. Policy Abuse If you are a User of Fanvue, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account. If you are not a User of Fanvue, Abuse to repeated unjustified use of this policy may result in your contact details (such as email address) being blacklisted and unable to use the platform or policy processes again.