FansClique Complaint Policy

Effective Date: 1 September 2024

FansClique is committed to maintaining a platform where creators and fans can engage in a
secure, respectful, and supportive environment. We understand that issues may arise, and we
take complaints seriously to ensure fairness and transparency. This Complaint Policy outlines
the procedure for raising and resolving complaints, ensuring that all parties have a clear
understanding of the process and that their concerns are addressed promptly and
professionally.

1. Scope of the Complaint Policy

This policy applies to any complaint or concern raised by users of the FansClique platform,
including creators, fans, and third parties. Complaints may relate to, but are not limited to, the
following areas:
- Content violations, including inappropriate or illegal content.
- Harassment, abuse, or disrespectful behavior.
- Fraudulent activity, including payment disputes.
- Breach of FansClique’s policies, such as the Acceptable Use Policy, DMCA, or other platform
rules.
- Technical or operational issues with the platform that affect the user experience.
- Privacy or data protection concerns.

2. Types of Complaints
2.1 Content-Related Complaints

Users may submit complaints if they believe content on FansClique violates platform guidelines,
such as inappropriate, illegal, or non-consensual material. Content complaints can be filed
regarding:
- Adult Content Violations:
Content that involves minors, non-consensual acts, or content in violation of local or global laws.
-Copyright Violations:
Unauthorized use of copyrighted content (refer to the DMCA Policy).
- Offensive or Harmful Content:
Content promoting violence, discrimination, hate speech, or abuse.

2.2 Behavior-Related Complaints

Complaints may be filed against individuals who exhibit harassing, abusive, or disrespectful
behavior, including:
- Harassment or Bullying:
Verbal abuse, stalking, or any form of online harassment.
- Fraud or Scams:
Suspicious activities aimed at defrauding creators or fans, including false financial claims.

2.3 Payment and Financial Disputes

Fans and creators may submit complaints related to payment issues, including:
- Discrepancies in earnings or payouts.
- Fraudulent chargebacks or billing issues.
- Disputes regarding transactions through the platform’s wallet-based payment system.

2.4 Platform or Technical Issues

Complaints related to technical difficulties or operational malfunctions, such as issues with
uploads, access to accounts, or use of platform features like the TikTok-style discovery page or
direct messaging services.

3. How to File a Complaint

Users who wish to file a complaint can follow these steps to ensure it is submitted and handled
appropriately:


3.1 Submitting a Complaint
Complaints should be submitted via our designated support channels. To file a complaint, users
must provide:
1. A detailed description of the issue
including any relevant URLs, screenshots, or evidence to support the claim.
2. Information about the parties involved
including the usernames or profiles related to the complaint.
3. Contact information
for follow-up (email or phone number).

3.2 Submission Channels

Complaints can be submitted through the following methods:
Email: [email protected]
-Online Form: https://FansClique.com/complain
We encourage users to use email or the online form for the fastest resolution.

4. Complaint Resolution Process

FansClique takes a structured approach to resolving complaints fairly and efficiently:

4.1 Acknowledgement of Complaint

Upon receiving a complaint, FansClique will:
-Acknowledge receipt of the complaint within 24-48 hours.
- Provide a reference number for tracking the complaint’s progress.

4.2 Initial Review

FansClique’s complaints team will conduct an initial review to determine:
- Whether the complaint is valid and falls within the scope of the platform’s guidelines.
- If additional information is needed from the complainant to proceed with the investigation.
The initial review typically takes 3-5 business days

4.3 Investigation

The investigation will involve:
- Gathering evidence from all relevant parties.
- Reviewing platform data, including logs, messages, or payment history, where applicable.
- Consulting with legal teams or technical specialists, depending on the nature of the complaint.

4.4 Resolution and Outcome

Once the investigation is complete, FansClique will take appropriate action based on the
findings. Potential outcomes may include:
- Content Removal: Removal of content that violates platform guidelines or laws.
- Account Suspension or Termination: Temporary or permanent bans for users found to be in
breach of policies.
- Reinstatement of Content or Accounts: In cases where a false complaint was made or no
violation occurred.
- Financial Adjustments: Refunds or payment corrections for disputes related to financial
transactions.
FansClique will notify all parties involved of the resolution within 10 business days of
completing the investigation.

5. Appeal Process

If a user is not satisfied with the outcome of a complaint, they may file an appeal by providing:
1. A written explanation detailing why they believe the complaint was not handled properly.
2. Additional evidence or information that was not considered during the initial review.
Appeals must be submitted within 10 business days of receiving the resolution notice.
FansClique will review the appeal and respond within 7 business days.

6. Reporting Abuse of the Complaint System

FansClique reserves the right to take action against users who abuse the complaint system by:
- Submitting false or malicious complaints.
- Engaging in retaliatory complaints or harassment through the platform's reporting system.
Users who misuse the complaint process may face account suspension or termination.

7. Confidentiality and Data Protection

FansClique treats all complaints with the utmost confidentiality. Personal information collected
during the complaint process will only be used for the purposes of resolving the issue and will
not be shared with third parties unless required by law.
FansClique complies with global data protection laws, including the General Data Protection
Regulation (GDPR) and applicable African data privacy laws, ensuring that users' personal data
is handled securely.

8. Compliance with Local and Global Laws

FansClique’s complaint process is designed to comply with both local regulations in Africa and
global standards for user protection. We aim to uphold the highest standards of fairness and
legal compliance in handling all user concerns.

9. Contact Us

For any questions or concerns related to this Complaint Policy, or to follow up on an existing
complaint, please contact:
Email: [email protected]