1. Purpose
We take complaints about content, conduct, and our services seriously. This policy explains how to file a complaint and how we handle it. This channel is separate from general customer support and is monitored specifically for content and conduct complaints.
2. Dedicated complaints contact
Complaints contact (not general support):
Email: complaints@luvatar.pro
This inbox is reviewed separately from support@luvatar.pro.
3. What you can complain about
- Content you believe is illegal, non-consensual, or otherwise prohibited
- Use of your likeness without consent
- Conduct of a user or creator on the platform
- How a previous report or removal request was handled
4. What to include
- A clear description of the complaint and any relevant links
- Your relationship to the matter
- How we can reach you for follow-up
5. How we handle complaints
- Acknowledgement within 2 business days.
- Investigation by our trust & safety team, including content review and, where relevant, removal and reporting to authorities.
- Outcome communicated to the complainant where appropriate.
- Urgent matters (e.g. apparent CSAM or non-consensual imagery) are escalated immediately.
6. Escalation
If you are not satisfied with the outcome, you may request escalation to a senior member of our team, and, for disputes over consent or removal, to a neutral body (e.g. a neutral arbitrator) consistent with card-brand requirements.