1. Introduction
This Complaint Policy explains how to raise a complaint about Experience (www.vipexperienc.com) and how we handle complaints. If you are a User of Experience, this Complaint Policy forms part of your agreement with us.
2. Interpretation
Defined terms have the meanings given in the Terms of Service. “Business day” means any day other than a Saturday, Sunday, or public holiday in the United States.
3. Who May Use This Policy
Anyone — whether or not a User of Experience — may use this Complaint Policy to alert us to a complaint relating to the Platform, including about Content or the conduct of a User (such as a creator or member).
4. How to Make a Complaint
Submit your complaint using our online Report Illegal or Abusive Content form. Complete all mandatory fields, describe your complaint, and — if it relates to Content — include the URL of the Content. You may also email compliance@vipexperienc.com.
5. Illegal or Non-Consensual Content
After we receive a complaint about illegal or non-consensual Content:
We will take the steps we consider appropriate to resolve it within 7 business days;
We will contact you if we need further information or documents;
If we are satisfied the Content is unlawful or non-consensual, we will remove it immediately and notify you of our decision by email or electronic message;
If we are satisfied the Content is not unlawful or non-consensual, we will notify you of that decision; and
Any dispute about our decision on non-consensual content will be submitted by us to a neutral arbitration association at our expense.
Where a report concerns suspected child sexual abuse material, we also report to the National Center for Missing & Exploited Children (NCMEC) and cooperate with law enforcement.
6. Copyright Complaints
Complaints about copyright infringement must be submitted under our DMCA Policy, and we will respond as set out in that policy.
7. Other Complaints
For other complaints (including other breaches of our Acceptable Use Policy):
We will investigate within a timescale appropriate to the nature of the complaint;
We will contact you if we need further information or documents; and
We will take the actions we consider appropriate. If we are satisfied that Content breaches our Acceptable Use Policy, we will act quickly to remove it. We are not obligated to inform you of the outcome of your complaint.
8. Unjustified or Abusive Complaints
If you are a User, you promise not to make any complaint under this Policy that is wholly unjustified, abusive, or made in bad faith. If we determine you have breached this promise, we may suspend or terminate your account.