Policy and Complaint Procedures

Removal of content that represents you

This procedure assists you by supporting your right to remove your online presence. In the event of disagreement with an appeal, you must allow a neutral entity to resolve the dispute.

Required Information

• A sample of the content representing you, detailing who you are.
• An official document to verify your identity.
• The location on the website where the claimed material is displayed.

Procedure

• 1. Our team receives the complaint via [email protected], reviews it, and may request additional information from the sender.
• 2. The Monitoring Team contacts the content owner, requesting verification of the legal age of the persons represented and their consent to appear in the content in question. If necessary, they will request identity verification again.
• 3. If the content does not comply with the website’s terms, the Monitoring Team will remove it.
• 4. Appeal: You may respond to our decision with additional facts or reasons. You may also escalate the case to a neutral body that will make a final decision. We will implement that decision and inform all affected parties as soon as we receive it.

Refund Request

Our refund policy does not provide refunds under normal conditions. However, exceptional issues with gateways and banks may arise (for example, duplicated charges or payments that are never confirmed in our systems), which could prevent us from enabling the purchased service. Under such circumstances, follow these steps to report a case:

Required Information

• As many details as possible about the related transactions: date, time, and amount.
• The exact reason for requesting the refund, with evidence.
• Screenshots of your bank account showing the charges, if applicable.

Procedure

• 1. Our team receives the claim via [email protected], reviews it, and may request additional information from the sender.
• 2. If a refund is justified after evaluating the evidence, the Monitoring Team will carry it out.
• 3. Appeal: You may file a complaint with Visa/MasterCard requesting a chargeback.

Abusive or Unauthorized Content

The Terms and Conditions of our website and the content upload agreement clearly establish the situations, materials, topics, vocabulary, and images that the company does not accept within the content distributed through our website.

Our internal software monitors all streaming channels in real time, searching for unauthorized content based on images and sound. To detect the presence of minors, we estimate the age of those involved through both facial recognition and identity verification. To request additional information, we link the content performer with the verified account holder.

Additionally, an experienced 24/7 Monitoring Team reviews live-streamed channels in real time, paying special attention to newly launched ones.

Despite the above, and being fully committed to distributing high-quality adult content that is not offensive to any adult audience, we also offer you an electronic procedure to report any situation that you consider unacceptable or questionable based on your beliefs and good will.

Required Information

• The publication’s URL.
• A description of the reported content.
• A clear statement explaining why you believe it is unauthorized.
• Screenshots of the related content, if available.

Procedure

• 1. Our team receives the complaint, reviews it, and may request information from the sender.
• 2. If the content does not comply with the website’s terms, the Monitoring Team will remove it within 24 hours.
• 3.Appeal: Repeat the process with new facts and referencing prior statements.

Copyright Infringement of Content

We help combat copyright abuse. This process allows content owners to report if they believe their work has been copied or distributed without authorization.

Required Information

• Claimant’s details: full name, address, phone number, and email address.
• A description of the content and a link on our site to the copyrighted work, with clear evidence regarding the violation of intellectual property rights.
• A statement of good faith that the copyright owner does not authorize the disputed content, nor does their agent or the law.
• A statement that the information in the claim is accurate and that you are the copyright or intellectual property owner.

Procedure

• 1. Our team receives the complaint via [email protected] reviews it, and may request additional information from the sender.
• 2. If the content does not comply with the website’s terms, the Monitoring Team will remove it.
• 3. In this case, there is no appeal. After a thorough review, the resolution is based on the facts and evidence provided.

Copyright Counter-Notification

If your user content has been removed or access to such user content has been disabled, and you believe it does not infringe any copyright, or that you have authorization from the copyright owner (or their agent, or under the law) to use the material, you may claim the legality of such content to request its restoration.

Required Information

• Claimant’s details: full name, address, phone number, and email address.
• Identification of the content that was removed by our team, indicating its location on the website.
• A clear explanation, with evidence, of why no intellectual property rights are being violated.
• A statement of good faith that the copyright owner, their agent, or the law authorizes the disputed content.

Procedure

• 1. Our team receives the complaint [email protected], reviews it, and may request additional information from the sender.
• 2. If the content does not comply with the website’s terms, the Monitoring Team will remove it.
• 3. In this case, there is no appeal. After a thorough review, the resolution is based on the facts and evidence provided.

Record Keeping

Monmar Gestion 3 SL records all content policy infringements. Each registered complaint includes the following:

• 1. Claimant’s details and the nature of the complaint.
• 2. Date of registration.
• 3. Action taken.
• 4. Resolution date and the reason for the decision.

Our system anonymizes any personal data as part of the record-keeping process. The company keeps copies of all correspondence and other materials related to complaints for seven years.

Records and complaint files are confidential. Only management and their superiors have access to them.