Complaints Policy

By using FansGlow you agree to this Complaints Policy. Please read it carefully.

1. Introduction

This Policy is part of your agreement with us and explains how we handle complaints. A few key points before you start:

• when you submit a complaint, you confirm that you believe the information you give us is accurate and complete;
• this Policy covers complaints about the way we enforce our Terms of Service, about Content on FansGlow that may be illegal or in breach of our Terms of Service, and about our compliance with the laws that apply to us; and
• this Policy does not cover complaints about Content or account moderation decisions, or about copyright infringement — those have their own procedures, described below.

2. Who we are

FansGlow is operated by Only fans International Limited, registered under company number 00000000. Our registered office is at 9th Floor, 1 Example Street, London, England and Wales.

3. Interpretation

Words defined in our Terms of Service keep the same meaning in this Policy, unless we define them differently here.

4. Complaints about Content moderation decisions

Content is moderated under our Terms of Service. If you want to challenge a decision to deactivate Content or an account, or the issuing of a final warning, use our deactivation appeal form. Appeals against moderation decisions — including the removal of Content, the deactivation of an account, or a ban — are handled under our Appeals Policy, set out in our Terms of Service.

5. Complaints about copyright infringement

Suspected copyright infringement is handled under our DMCA Takedown Policy.

6. How to make any other complaint

You can reach us in any of the following ways:

• through our contact form — select the reason for your complaint from the menu and describe the issue in the message field;
• using the "Report" option on the relevant Content — select the reason from the menu;
• by email to [email protected]; or
• in writing to Only fans International Limited, 9th Floor, 1 Example Street, London.

Please give us enough detail to investigate, including any relevant URLs. If key information is missing, we may not be able to properly assess your complaint.

7. How we review complaints

When a complaint reaches us:

• we review the information and supporting documents you provide;
• we may ask you, or third parties, for additional information or documents;
• we review every complaint in good faith, within any legally applicable time limit, and aim to action complaints within 24 to 48 hours of receipt — sooner where the nature of the complaint requires it;
• if the complaint concerns Content on FansGlow and we find a material violation of our Terms of Service, we remove that Content;
• you may be notified of the outcome — for example, the removal of the Content or account, or confirmation that our decision stands; if we decide the Content complies with our Terms of Service and leave it up, you can appeal under our Appeals Policy;
• tell us when you submit your complaint if you want to be informed of the outcome of an illegal-content report, or whether you do, or do not, want updates; and
• we do not reveal the existence or content of a complaint to the reported party, except where strictly necessary to process the report or an appeal.

8. Abuse of this process

Complaints made in bad faith, or which are abusive, harassing or intended to harm anyone, are not tolerated. If you are a User and you file an abusive or unfounded complaint, we may terminate your account.

9. EU/EEA consumer mediation

If you are in the European Economic Area, you may — but are not required to — seek resolution of a dispute through consumer mediation services, including the European Online Dispute Resolution (ODR) platform. We are not obliged to take part in alternative dispute resolution except in very limited circumstances.

10. Regulatory complaints under the DSA (EU/EEA)

If you are in the European Economic Area and encounter an infringement of the EU Digital Services Act while using FansGlow, you can complain to the Digital Services Coordinator of the country where you are located. You can also report the issue to us under this Policy and challenge our decision under our Appeals Policy.

11. Other regulatory complaints

We cooperate with the communications and data-protection regulators that oversee our services in the jurisdictions where we operate. You may also raise concerns directly with the regulator competent for your country of residence.

12. Breach of contract claims under the Online Safety Act

Users located in the United Kingdom have the right to bring a breach of contract claim against us — including where we breach our Terms of Service in the way we (i) take down or restrict access to your Content, or (ii) suspend or ban your use of FansGlow.

13. Your statutory rights

Nothing in this Policy affects your statutory rights.