Complaints Policy and Procedures

Content depicting yourself removal

This procedure assists you by supporting your right to delete your presence on the internet. In case of a disagreement regarding an appeal, you must allow such disagreement to be resolved by a neutral body.

Information to be included

• A sample of the content depicting yourself, detailing who are you at it.
• An official document to prove your identity.
• A description of where the claimed material is located on our website.

Procedure

• 1. The claim is received via [email protected] and reviewed by our team. Additional facts may be requested.
• 2. The content owner is contacted to provide the depicted people's legal age checks and their consent to appear in the given content
• 3. A decision is taken and informed based on the info provided, within 7 days since the last communication received: content to be removed or no further actions to be taken.
• 4. Appealing: You may reply to our decision with additional facts or reasons. It will be escalated to a neutral body to make a final decision, which will be executed by us and communicated to all the affected people as soon as received.

Refund Request

Our Refund Policy is to not refund by default. However, there can be exceptional issues with the gateways and banks, causing duplicate charges or the payment confirmation may never arrive to our systems, stopping us from enabling the service purchased. If you are in any of these situations or fairly similar, please follow these steps to report a case:

Information to be included

• As details as possible of the related transaction(s), including date, time, amount.
• The reason to request the refund, clearly described and with evidence.
• Screenshots from your bank account, showing the charges, if applicable.

Procedure

• 1. The claim is received via [email protected] and reviewed by our team. Additional facts may be requested.
• 2. A decision is taken and informed: Refund authorized or denied.
• 3. Appealing: A complaint can be issued to Visa / MasterCard requesting a chargeback.

Abusive or Unauthorized Content

The Terms of Service of our Platform and the Independent Creator Agreement clearly state the situations, materials, topics, vocabulary and imagery that are not accepted within the content distributed via our website.

Our in-house developed software scrubs all the broadcasting channels in real time, seeking for unauthenticated content, based on images and sound. It also estimates the age of a person by her / his face to detect the presence of minors. And matches the content star with the verified person owning the account to request additional.

Additionally, an experienced 24/7 Monitoring Team reviews the broadcast channels in real time, paying special attention to the first-time ones.

Despite the above and being fully committed to distributing high-quality non-offensive adult content to all legal age audiences, we also put at your disposal the electronic procedure to notify us of any situations that are not acceptable or doubtful, based on your beliefs and goodwill.

Information to be included

• The post URL, your description of the content reported, clearly stating why you consider it to be non authorized and screenshots of the related content, if available.

Procedure

• 1. The claim is received and reviewed by our team. Additional facts may be requested.
• 2. A decision is taken within 24 hours after receiving the last communication: content blocked or no further actions are taken.
• 3. Appealing: To follow the process again with new facts and referencing previous claims.

Content Copyright Infringement

We help to fight Copyright abuse. This process is aimed to allow content owners to report if they believe their artwork has been copied or distributed without authorization.

Information to be included

• The claimant info: Full name, address, telephone number and email address.
• The content description + link at our site: of the copyrighted work, including a clear explanation with evidence about the intellectual property rights violation
• A statement of the claimant’s good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law
• A statement of the claimant that the information in the claim is accurate and that you are the copyright or intellectual property owner.

Procedure

• 1. The claim is received via [email protected] and reviewed by our team. Additional facts may be requested.
• 2. A decision is taken within 7 days since the last communication is received: content is removed or no further action is taken. Appealing does not apply in this case as our resolutions are based on the facts and evidence provided, that are reviewed thoroughly.

Copyright Infringement Counter-Notice

If your User Content has been removed or access to such User Content has been disabled, and your User Content is not infringing any copyright, or if you have the authorization from the copyright owner, the copyright owner’s agent, or pursuant to the law, the right to post and use the material in your User Content, you have the right to claim the legality of the content to be restored.

Information to be included

• The claimant info: Full name, address, telephone number and email address.
• Identification of the Content that has been removed, pointing its location at the website.
• A clear explanation with evidence about the intellectual property rights violation.
• A statement of the claimant’s good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law..

Procedure

• 1. The claim is received via [email protected] and reviewed by our team. Additional facts may be requested.
• 2. A decision is taken within 7 days since the last communication is received: content is restored or no further action is taken. Appealing does not apply in this case as our resolutions are based on the facts and evidence provided, that are reviewed thoroughly.

Record Keeping

A register of complaints will be kept by Monmar Gestion 3 SL. The register will be maintained by the Monitoring Team. And will record the following for each complaint:

• 1. Details of the complainant and the nature of the complaint.
• 2. Date logged.
• 3. Action taken.
• 4. Date of resolution and reason for decision.

Any personal data will be anonymized as part of the Record Keeping process.

Copies of all correspondence and other materials received by Monmar Gestion 3 SL in connection with any complaints will be kept for 7 years.

The complaints register and files will be confidential. Access is restricted to the Unit Managers, the Chief Operating Officer, the Chief Executive, the Compliance Manager and the Director.