Complaints Policy

We have established this Complaints Policy to ensure that all complaints are handled fairly, consistently, and promptly. Please review our policy below.

Reporting Inappropriate Content

If you come across any content on our site that you believe is illegal or violates our Standards or Community Guidelines, we urge you to report it immediately.

You can submit a complaint by emailing our support team through our Contact Us page. Please provide as much detail as possible, including:

• The URL where the content was found;
• A detailed description of the content;
• The reason you believe the content is illegal or violates our Standards or Community Guidelines; and
• Any additional information or supporting documentation that may assist us in reviewing the complaint.

Complaint Review and Resolution Process

All reported complaints are taken seriously. We will review and resolve each complaint within five business days of receiving the complaint.

We will conduct a comprehensive review of the circumstances surrounding the complaint and may contact you if we require additional information or documentation to complete our investigation.

Once the review is complete, we will communicate the outcome to you promptly.

Appeals Process

If you are not satisfied with the outcome of our review, you have the right to appeal the decision.

To initiate an appeal, please submit a written request through our Contact Us page or by email. Your appeal should include:

• The original complaint or the relevant content URL;
• A detailed explanation of the reasons why you disagree with the original decision;
• Any additional information or evidence that you believe should be considered; and
• The outcome you are requesting, where applicable.

Our Appeals team will review the appeal and the information provided and will issue a decision within five business days of receiving the appeal.

The Appeals team may request additional information from you or other relevant parties where necessary to properly assess the appeal.

Outcomes of Complaints and Appeals

Following the review of a complaint or appeal, we will communicate the outcome to the relevant parties promptly.

Depending on the circumstances, an outcome may include:

• Removal or modification of the reported content;
• Disciplinary or other appropriate action against users who have violated our Standards or Community Guidelines; or
• No action where the content is determined to comply with our applicable policies and guidelines.

While the specific details of an investigation may remain confidential, we will provide information about the general outcome of the complaint or appeal.

Content Removal Request Process

To initiate a content removal request, please contact us through our Contact Us page or by email and provide the following information:

• The URL of the content in question;
• A detailed description of the content;
• Your relationship to the content (for example, whether you are depicted in the content);
• The reason for the removal request (for example, that no consent was given or that consent is void under applicable law); and
• Any supporting information or documentation relevant to the request.

Our team will review the request and conduct a thorough investigation. If the investigation determines that the content was posted without proper consent, or that the consent is void under applicable law, we will promptly remove the content.

Appeal Disputes and Neutral Resolution

If a disagreement remains following the appeal process, the merchant must allow the disagreement to be resolved by a neutral body.

The neutral body will independently review the dispute and make a determination in accordance with its applicable procedures. The merchant will bear the expense associated with the neutral resolution process.

The procedure for engaging the neutral body is as follows:

1. The relevant party must inform us of the disagreement following the appeal decision.
2. We will acknowledge the dispute and provide information regarding the neutral body responsible for reviewing the dispute.
3. The dispute will be submitted to the neutral body for independent review.
4. The neutral body will review the relevant information and supporting documentation provided by the parties.
5. The neutral body will issue its decision in accordance with its applicable procedures.

We will cooperate fully with the neutral body throughout the dispute resolution process and will provide any information reasonably required for the neutral body to review the dispute.

Policy Updates

NSS reserves the right to adjust or modify this Complaints Policy from time to time to ensure continued compliance with applicable laws and regulations and to promote the safety of our users.

We appreciate your understanding and cooperation.