Complaint Policy
Complaint Policy
Effective Date: 25 August 2025
FansClique is committed to providing a safe, transparent, and professional platform where creators and fans can connect, collaborate, and share content responsibly. We recognize that disputes or concerns may arise, and this Complaint Policy outlines the procedures for raising and resolving complaints in a fair, timely, and respectful manner.
1. Scope of the Complaint Policy
This policy applies to all users of the FansClique platform, including creators, fans, and third parties. Complaints may relate to, but are not limited to:
- Violations of FansClique’s Acceptable Use Policy.
- Content concerns, including inappropriate, illegal, or harmful materials.
- Harassment, abuse, or unprofessional conduct.
- Fraudulent or misleading activity, including payment disputes.
- Technical or operational issues affecting access or performance.
- Privacy, security, or data protection concerns.
2. Types of Complaints
2.1 Content-Related Complaints
Complaints may be raised where content is believed to:
- Violate intellectual property rights (e.g., copyright infringement).
- Promote violence, hate speech, or harmful behavior.
- Breach applicable local or global laws.
- Contradict FansClique’s community standards.
2.2 Behavior-Related Complaints
Covers concerns such as:
- Harassment, bullying, or abusive communications.
- Misrepresentation or impersonation.
- Fraudulent schemes, scams, or attempts to exploit users.
2.3 Payment and Financial Disputes
Creators and fans may raise complaints regarding:
- Errors in earnings or payout calculations (Creators receive 75% of their earnings; FansClique retains 25% as platform fees).
- Unauthorised charges, chargebacks, or billing disputes.
- Issues with transactions processed through our secure payment partners.
2.4 Platform or Technical Issues
Users may file complaints for technical or operational issues, including:
- Account access difficulties.
- Upload errors or broken features.
- Malfunctions with services such as the Discovery Page, Stories, or Direct Messaging.
3. How to File a Complaint
3.1 Submitting a Complaint
Complaints must include:
- A detailed description of the issue.
- Supporting evidence (e.g., URLs, screenshots, transaction IDs).
- Information on the parties involved (usernames or profiles).
- Contact details for follow-up.
3.2 Submission Channels
- Email: [email protected]
- Online Form: https://fansclique.com/complain
We recommend using the online form or email for the fastest resolution.
4. Complaint Resolution Process
4.1 Acknowledgement
- Receipt of complaint confirmed within 24–48 hours.
- A unique reference number will be assigned.
4.2 Initial Review
Within 3–5 business days, our complaints team will determine:
- If the complaint is valid under FansClique’s policies.
- Whether additional information is required.
4.3 Investigation
Investigations may include:
- Reviewing evidence provided by the complainant and other parties.
- Analysing platform logs, communications, and payment records.
- Consulting with legal or technical specialists where necessary.
4.4 Resolution & Outcome
Possible outcomes include:
- Removal of violating content.
- Suspension or termination of accounts.
- Reinstatement of content/accounts (if no violation is found).
- Financial adjustments (refunds, corrected payouts).
Resolution decisions will be communicated within 10 business days of the investigation’s completion.
5. Appeals Process
If dissatisfied with the outcome, users may appeal within 10 business days by submitting:
- A written explanation of concerns about the handling of the complaint.
- Any new or additional evidence.
Appeals are reviewed within 7 business days.
6. Abuse of the Complaint System
Users who submit false, malicious, or retaliatory complaints may face:
- Warning notices.
- Account suspension.
- Permanent termination of access.
7. Confidentiality & Data Protection
- All complaints are treated confidentially.
- Personal data collected is used only for complaint resolution.
- FansClique complies with GDPR and applicable African data protection laws.
8. Compliance & Transparency
FansClique ensures that its complaints process aligns with global best practices and legal standards. Periodic reports on complaint trends may be published to enhance platform accountability.
9. Contact Us
For further questions or updates on your complaint:
? Email: [email protected]
? Online: https://fansclique.com/complain