Complaints Policy

BY USING OUR WEBSITE YOU AGREE TO THIS POLICY - PLEASE READ IT CAREFULLY

1. Introduction

This Policy forms part of your agreement with us. We take complaints seriously and will handle them in keeping with this Policy. By submitting a complaint, you confirm that the information you provide is accurate and complete to the best of your knowledge.

This Policy applies to complaints relating to:

• Content on dFans that may be illegal or in violation of our Terms of Service or Acceptable Use Policy (“Standards”);
• The enforcement of our Terms of Service;
• Alleged non-compliance with applicable law.

This Policy does not apply to:

• Complaints regarding content or account moderation decisions (see our Appeals Policy);
• Complaints regarding copyright infringement (see our DMCA Takedown Policy).

2. Contact Information

dFans is operated by DEEPSOUL LLC, a limited company registered in the United States of America, with company registration number 202565418593.
For complaints or inquiries, email: support@dfans.co.

3. Interpretation

Unless otherwise stated in this Policy, all capitalized terms have the meanings given in our Terms of Use.

4. Submitting a Complaint

You may report content or raise a complaint by:

• Using the “Report” button on the content page and selecting the appropriate reason from the dropdown menu;
• Using our online Contact Form and choosing the reason for your complaint, providing as much detail as possible;
• Emailing us directly at support@dfans.co.

You must provide sufficient information to allow us to investigate the complaint effectively, including relevant URLs and a clear description of the issue.

5. What You Can Report

You may use this complaints process to report:

• Content that you believe is illegal, abusive, fraudulent, or violates dFans Standards;
• Content that depicts individuals without consent;
• Other violations of our Terms of Service or Acceptable Use Policy.

6. Review & Resolution Timeline

• All valid complaints will be reviewed and resolved within five (5) business days of receipt.
• We will acknowledge receipt of your complaint as soon as possible.
• We may request additional information or documentation from you or third parties to support the investigation.

7. Review Process

When we receive a valid complaint:

• Our team will review the content in question and all relevant materials;
• We may request supporting documents from you or other parties;
• We will assess whether the content or conduct violates applicable laws or our internal policies;
• A determination will be made in good faith, fairly and without bias.

8. Outcomes of a Complaint

Following our investigation, one or more of the following may occur:

• No action taken if the content does not violate our policies or laws;
• The content is removed or restricted;
• The account responsible is issued a warning or penalty;
• Monetization features may be suspended for violations;
• The case is escalated to law enforcement or third-party adjudication if legally required.

We will notify the complainant of the outcome once the review is completed.

9. Appeals

If you disagree with the outcome of a content-related complaint, you may file an appeal under our Appeals Policy. Instructions will be provided in the decision notice sent to you.

10. Abuse of the Complaint Process

We do not tolerate:

• Fraudulent, malicious, or bad faith complaints;
• Harassment of creators or staff via the complaint process.

If you are a registered dFans user and abuse this policy, we may suspend or terminate your account.

11. Regulatory Complaints

dFans is a service regulated under U.S. law and complies with applicable regulations and oversight mechanisms.

12. Your Statutory Rights

This Policy does not affect your legal rights under consumer protection, data privacy, or applicable laws.

13. Content Removal

dFans may remove, restrict, disable access to, or otherwise take action against content where we reasonably determine that such content:

• violates our Terms of Service, Acceptable Use Policy, or other applicable platform policies;
• is alleged to be illegal, abusive, fraudulent, misleading, or otherwise non-compliant;
• depicts or uses the image, likeness, or personal information of any individual without appropriate consent;
• is subject to a valid complaint, legal notice, court order, regulatory request, or other credible allegation requiring review or removal;
• creates a risk of harm to users, third parties, or the platform.

We may take such action on a temporary or permanent basis, depending on the nature and severity of the issue.

14. Temporary Restriction Pending Review

Where appropriate, dFans may temporarily disable or restrict access to content while an investigation is ongoing. This is to allow us to review the matter, request supporting documentation, and prevent potential harm or further distribution of potentially violative content. Temporary restriction does not necessarily mean that a final violation determination has been made.

15. Supporting Documentation

In connection with a content review or removal request, we may require the uploader, complainant, or other relevant parties to provide additional information or documentation, including but not limited to:

• proof of identity;
• proof of age;
• proof of consent;
• model release forms;
• copyright ownership documentation;
• other materials reasonably necessary to assess the complaint.

Failure to provide requested information may result in removal of the content or other account action.

16. Repeat or Serious Violations

Where content is found to violate our policies, we may take further action against the responsible account, including warnings, removal of monetization features, suspension, or permanent termination. Serious violations, including suspected illegal content or repeated violations, may also be referred to law enforcement, regulators, payment partners, or other appropriate third parties where required or permitted by law.

17. Appeals of Content Removal Decisions

If content is removed or restricted as a result of a complaint or policy review, the affected user may request an appeal in accordance with our Appeals Policy.

Where required by applicable contractual, legal, or card brand standards, disputes relating to consent, likeness, or other contested matters may be referred to an independent and neutral body, at the merchant’s expense, for final resolution.

Last updated: May 2025