Complaint Policy
Last updated 17 May 2026
Effective date 1 January 2026
We take complaints seriously. This policy describes how to file a complaint and how we will handle it. "Complaint" includes content removal requests, image-rights claims, copyright notices, safety concerns, and accessibility issues.
1. How to file a complaint
Send your complaint to [email protected]. Include: your full name and contact email; a clear description of the concern; URLs, screenshots, or other supporting information; and, where applicable, your relationship to the content (e.g. rights holder, person depicted, authorised representative).
2. Acknowledgement
We acknowledge receipt of complaints within five (5) business days. Urgent safety-related complaints — such as those involving suspected child-safety violations or non-consensual intimate content — are triaged immediately and may bypass standard acknowledgement timelines.
3. Investigation and resolution
Our trust and safety team investigates each complaint, applying the relevant policy and, where required, consulting legal counsel. We aim to resolve complaints within seven (7) business days of acknowledgement, and to communicate clearly when more time is needed.
4. Outcomes
Outcomes can include content removal, account action, restoration of removed content following a successful counter-notice, or — where the complaint cannot be substantiated — closure without further action. We will explain the outcome to the complainant where doing so does not infringe the privacy of others.
5. Escalation
If you are not satisfied with the resolution, you may request a senior review by replying to the original complaint thread or by writing to [email protected] with the reference number provided. You may also pursue any rights available to you under applicable law, including contacting your local data-protection or consumer-protection authority.
Contact us
If you have questions about this policy, contact AUVORA HOLDINGS LTD at [email protected].