Complaints Policy

BY USING OUR WEBSITE YOU AGREE TO THIS POLICY - PLEASE READ IT CAREFULLY 

1. Introduction: This Policy forms part of your agreement with us. We will handle complaints in keeping with this Policy. Here are a few key things to note: 
   
    
   • By making a complaint, you confirm that you believe the information you have provided is accurate and complete. 
   • This Policy explains how we handle complaints about: 
     • how we enforce our Terms of Service; 
     • Content on CandFans that may be illegal or in breach of our Terms of Service; and 
     • compliance with applicable laws. 
   • This Policy does not apply to complaints regarding Content or account moderation decisions, or copyright infringement. 
     
      
2. Contact information: CandFans is operated by us or by an operating company designated by us. Complaints, inquiries, and notices may be sent using the contact methods described in this Policy, or through any other contact method we designate. 
    
3. Interpretation: Unless specifically defined in this Policy, the meanings given to words defined in the Terms of Use have the same meanings in this Policy. 
   
    

4. Complaints about Content moderation decisions: We moderate Content according to our Terms of Service. To complain about a decision to deactivate Content, deactivate an account, or issue a final warning, you must complete a CandFans Deactivation Appeal Form . 

   Any person who is depicted in content on CandFans has the right to request removal of that content, whether or not they have a CandFans account. This includes content that depicts the person without their consent, content for which consent has been withdrawn, and content where the person believes their image, likeness, voice, or other identifiable representation has been used without permission. To make such a request, contact us at [e-mail] or use the "Report" function on the relevant Content page. 

   We will verify the identity of the person making the request and, where the request is verified, will remove the content. Requests made under this section are handled within the same timeframe set out below for other complaints.Appeals against a Content moderation decision, including any decision to remove Content, deactivate an account, or ban you from using CandFans, are subject to our Appeals Policy . 
   
    

5. Complaints about copyright infringement: Complaints about suspected copyright infringement are subject to our Copyright Infringement Takedown Policy . 
   
    
6. How to make a complaint about anything else: 
   • You can make a complaint in any of the following ways: 
     • using our Contact Form , selecting the reason for your complaint from the drop-down menu, and using the “Enter your message” field to explain the issue you are complaining about; 
     • using the “Report” function on the Content page and selecting the reason for your complaint from the drop-down menu; 
     • emailing [e-mail] ; or 
     • writing to the contact address or operating company designated by us. 
   • You must provide enough information so we can investigate your complaint, including any relevant URLs. If a complaint is missing important information, we may not be able to properly consider it. 
     
      
7. How we review complaints: When reviewing a complaint, we will: 
   • review the relevant information and supporting documents that you have provided; 
   • request additional information or documents from you, or from third parties, where necessary to help us address your complaint; 
   • review your complaint in good faith and aim to resolve it within 5 business days, or within any legally applicable time limit where required by law; 
   • remove Content if your complaint concerns Content on CandFans and we determine that the Content constitutes a material violation of our Terms of Service; and 
   • notify you when our review of your complaint is complete and of 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 may appeal our decision as described in our Appeals Policy . 
     
      
8. Abuse of this complaints process: We do not tolerate complaints made in bad faith, or complaints that are abusive, harassing, or otherwise intended to harm anyone. If you are a CandFans User and make an abusive or unfounded complaint, we may terminate your account. 
   
    
9. Consumer mediation and dispute resolution services: Depending on applicable laws or available procedures, you may be able to seek resolution of a dispute with us through consumer mediation services or other dispute resolution procedures. We will participate in alternative dispute resolution procedures only where required by applicable law. 
   
    
10. Regulatory complaints: Where permitted by applicable law, you may be able to make a complaint to a competent regulatory authority or supervisory body about concerns arising from your use of CandFans. You may also report or complain to us under this Complaints Policy and dispute our decision under our Appeals Policy . 
    
     
11. Breach of contract claims: Where permitted by applicable law, users may bring a breach of contract claim against us if they believe that we have breached our Terms of Service. This may include claims relating to how we remove or restrict access to your Content, or how we suspend or ban you from using CandFans. 
    
     
12. Your statutory rights: Nothing in this Policy affects any statutory rights you may have under applicable law. 

Last updated: Apr 2026