LoyalFans.com

Introduction

This complaints policy is part of your legal agreement with us. By using LoyalFans, you agree to the terms of this policy—please read it carefully. By submitting a complaint, you confirm that the information you provide is accurate.

Contact Information

LoyalFans is operated by ENDsun Services, LLC, located at 4801 Gulf Blvd., Suite 193, St. Pete Beach, Florida 33706.

You can contact us by writing to the address above, emailing us at support@loyalfans.com or reaching out through our support page at https://loyalfans.zendesk.com/hc/en-us/requests/new.

Scope

This policy explains how we handle complaints related to content on LoyalFans that might be (1) illegal, (2) violate our Terms of Service, Acceptable Use Policy, NCC Policy, or CSAM Policy, or (3) otherwise fail to comply with applicable law. It does not cover complaints about content moderation decisions or copyright infringement, which are addressed under our Appeals Policy and Copyright Policy.

This policy is compliant with applicable laws, including the EU Digital Services Act (Regulation EU 2022/2065), the UK Online Safety Act 2023, U.S. federal content safety regulations including the Communications Decency Act (47 U.S.C. § 230), and the NCMEC reporting requirements (18 U.S.C. § 2258A).

Complaints about Content Moderation Decisions

We moderate content on LoyalFans in accordance with our Terms of Service and Acceptable Use Policy. To contest a decision to deactivate content, deactivate an account, or issue a final warning, you may file an appeal by sending an email to support@loyalfans.com. Appeals against a content moderation decision, including any decision to remove content, deactivate an account, or ban you from using LoyalFans because we believe you have engaged in an illegal act, are subject to our Appeals Policy.

Complaints of Copyright Infringement

Complaints related to copyright infringement must be submitted to our copyright agent in accordance with our Copyright Policy, and we will respond to copyright infringement complaints as set out in that policy.

How to Make a Complaint and Report Illegal Content

1. You can submit a complaint using any of the following methods:
   • Using our Contact Form:

     Select the reason for your complaint from the drop-down menu and use the “Enter your message” field to provide details about your complaint.

   • Using the “Report Content” Function:

     Using the “Report” function on the content page, select the reason for your complaint from the drop-down menu.

   • Emailing:

     Email your complaint to abuse@loyalfans.com.

   • Writing to Us:

     Mail your complaint to 4801 Gulf Blvd., Suite 193, St. Pete Beach, Florida 33706.

2. Please ensure your complaint includes sufficient information for us to investigate your complaint effectively, including:
   1. URLs or other identifiers for the reported content;
   2. a clear explanation of the alleged issue, referencing relevant laws or policies if applicable; and
   3. supporting documentation, such as screenshots, recordings, or other materials.

   If a complaint is missing important information, we may not be able to properly consider it.

Privacy and Data Handling

We may accept anonymous complaints were allowed by law. Personal data submitted in a complaint will be processed in accordance with our Privacy Policy and applicable data protection laws, including the GDPR and CCPA.

Accessibility and Multilingual Support

We are working to make our complaints process accessible in multiple languages and formats, including options for users with disabilities, where required under the DSA, UK Online Safety Act, or local laws.

Complaint Review Process When reviewing a complaint:

• We will review the relevant information and the supporting documents that you have provided.
• We may request additional information or documents from you or third parties to assist in resolving your complaint.
• We will review your complaint in good faith and within any legally applicable time limit. Complaints involving unlawful or nonconsensual content will be investigated within seven business days, or within 48 hours where required by law (such as under the TAKE IT DOWN Act).
• If your complaint relates to content that appears on LoyalFans and we determine that the content is unlawful or materially violates our Terms of Service or Acceptable Use Policy, we will remove it.
• We will notify you when we have completed our review of your complaint and any action taken as a result of your complaint. If we determine that the content complies with our Terms of Service and do not remove it, you can appeal our decision as described in our Appeals Policy. If we disagree that consent to participate in any content is void under applicable law, we will allow that disagreement to be resolved by a neutral body at our expense without going through the appeals process. You will also receive a clear and specific statement of reasons for any decision not to act, as required by Article 17 of the EU Digital Services Act.

Abuse of Complaint Process

You must not make any complaint under this policy that is wholly unjustified, abusive, or made in bad faith. If we determine that you have done so, we may suspend or terminate your account.

EU/EEA Consumer Mediation Services

If you are located in the European Economic Area (EEA), you may resolve any dispute with us through consumer mediation services using the European Online Dispute Resolution (ODR) platform. We are not required to participate in alternative dispute resolution proceedings (except in very limited circumstances).

Regulatory Complaints

LoyalFans is committed to complying with applicable legal and regulatory requirements. Users in certain regions may contact relevant regulatory bodies to raise concerns or seek assistance:

• European Union. If you are located in the EEA and believe that an infringement of the EU’s Digital Services Act (DSA) has occurred while using LoyalFans, you have the right to file a complaint with the Digital Services Coordinator in your country of residence. Additionally, you may report concerns to us under this policy and, if dissatisfied with our response, dispute our decision under our Appeals Policy.
• Australia. Users in Australia can report concerns about the safe use of technology to the eSafety Commissioner via their website.

Transparency Reporting

LoyalFans publishes annual transparency reports in accordance with Article 15 of the EU Digital Services Act and the UK Online Safety Act 2023. These reports include data on complaints received, the actions taken, and how complaints were resolved.

Breach of Contract Claims under the UK Online Safety Act

If you are a resident of the United Kingdom, you are entitled to bring a breach of contract claim against LoyalFans, including where we fail to comply with our Terms of Service. This includes situations where (1) your Content is removed or access to it is restricted without proper justification, or (2) your account is suspended or banned in violation of our Terms of Service. These rights are provided under the UK Online Safety Act and other laws.

Your Statutory Rights

Nothing in this policy or our Terms of Service affects your statutory rights under law.