Website Policies

Complaints Policy

Updated: 14th April 2025

Fanvue is committed to maintaining a safe, respectful, and transparent platform for all Users. This Complaints Policy sets out how we handle complaints relating to the Platform, User conduct, Content, and moderation outcomes.

This Policy supplements the General Terms & Conditions and other applicable Fanvue Policies. If there is any conflict between this Policy and the General Terms, the terms of this Policy shall prevail for the specific subject matter it governs.

All defined terms used herein shall have the meaning assigned in the General Terms & Conditions, unless otherwise stated.

DEFINITIONS

“Complaint” means a formal report submitted to Fanvue regarding User conduct, Content, or platform operations that is alleged to breach Fanvue policies.

“Appeal” means a request submitted by a User asking Fanvue to reconsider an enforcement action or complaint outcome.

1. WHO MAY SUBMIT A COMPLAINT

  1. Any person — whether a User or non-User — may submit a Complaint concerning activity on the Fanvue Platform.
  2. Users agree, as part of their contractual agreement with Fanvue, to abide by this Complaints Policy and not misuse the complaints process.

2. HOW TO SUBMIT A COMPLAINT

  1. Complaints can be submitted by:
    1. Emailing support@fanvue.com;
    2. Using the live support function at help.fanvue.com or click here;
    3. Using the in-platform “Report” feature for accounts, Content, messages, or profile media.
  2. To ensure your Complaint is processed efficiently, please include:
    1. Your full name and contact email;
    2. Your Fanvue username or handle (if applicable);
    3. The username or Content involved in the Complaint;
    4. A description of the issue;
    5. Supporting evidence (e.g. screenshots, URLs, screen recordings, or chat transcripts).

3. INVESTIGATION PROCESS

  1. All Complaints are assessed individually and documented within Fanvue’s moderation system.
  2. Fanvue reviews Complaints within 7 calendar days of receipt.
  3. During the investigation, Fanvue may:
    1. Contact the complainant for additional evidence;
    2. Contact the accused User for clarification or response;
    3. Escalate the matter internally if complex, legal, or criminal in nature.
  4. Fanvue will act in good faith to ensure all parties are treated fairly and that resolution is reached as efficiently as possible.

4. RESOLUTION

  1. If a Complaint is upheld, Fanvue may take any action deemed appropriate, including warnings, Content removal, temporary suspension, or permanent account termination in accordance with General Terms – Section 16 (Termination).
  2. If the Complaint is not upheld, the record of the Complaint resolution will be retained.
  3. Records of resolved Complaints will be retained in accordance with our Privacy Policy and applicable data protection laws.
  4. Fanvue is not obligated to share detailed findings or enforcement decisions with the complainant unless legally required.

5. APPEALS

  1. If your account is affected by an enforcement action due to a Complaint, you may submit an Appeal by contacting support@fanvue.com within 14 days of the enforcement notice.
  2. Appeals should include:
    1. The enforcement decision being challenged;
    2. Any new evidence or context not included in the original Complaint;
    3. A clear explanation of why the decision should be reconsidered.
  3. Fanvue will review all Appeals in good faith. Submissions made after the 14-day window may still be reviewed but are not guaranteed a response.

6. SPECIAL CASES

  1. For reports involving criminal activity, harassment, abuse, or threats, Users are strongly encouraged to contact appropriate law enforcement authorities in addition to submitting a Complaint to Fanvue.
  2. If your Complaint concerns intellectual property infringement (such as Content theft), please refer to the DMCA & Intellectual Property Policy.

7. MISUSE OF THIS POLICY

  1. Submitting Complaints that are knowingly false, misleading, abusive, or made in bad faith constitutes a breach of this Policy.
  2. Users who abuse the complaints process may be subject to warnings, suspension, or account termination.
  3. Non-Users who repeatedly misuse this process may be restricted from contacting Fanvue or using platform services in future.

Need Help?

If you have questions about any of our policies or need assistance:

Fanvue reserves the right to amend this Policy from time to time. The latest version will always be accessible at legal.fanvue.com, and significant changes will be communicated where required.