Complaints & Appeals Policy

1. What you can challenge

If XXXscroll makes a decision affecting you, you can ask us to review it. Such decisions include:

• removing, restricting, blurring or quarantining your content, or refusing to publish it;
• suspending, limiting or banning your account, or blocking your IP address;
• rejecting or revoking your creator verification;
• withholding, reversing or forfeiting creator earnings;
• a decision on a report you made, including a decision not to act on it.

2. Statement of reasons

When we restrict your content or account, we tell you, where the law requires and where it is safe and lawful to do so:

• what we decided;
• the reason, meaning the rule or law involved;
• whether automated tools were used;
• how to appeal.

For creator verification, we tell you why the application was rejected so you can correct it and resubmit. Reasons include:

• an unreadable or expired document;
• a selfie that doesn't match;
• details that don't match.

We may not give reasons where doing so would break the law or harm an investigation. This includes cases involving child sexual abuse material, terrorism or law-enforcement requests, and spam.

3. How to appeal

Email [email protected] with the subject "Appeal", from the email address on your account, within 6 months of the decision. Include:

• your username;
• the content URL or decision concerned;
• why you think the decision is wrong, with any evidence. For example, proof of rights or proof of age and consent.

For verification, you can usually just correct the problem and resubmit from the creator verification page.

4. How we handle appeals

• Appeals are reviewed by a person who was not involved in the original decision. They are never decided solely by automated means.
• We aim to answer within 14 days. Complex cases or cases involving third parties may take longer, and we will tell you if so.
• If we find the decision was wrong, we will reverse it. That means we will:
• restore the content or account;
• lift restrictions;
• credit any earnings that were wrongly withheld.
• If we uphold the decision, we explain why. Decisions about zero-tolerance violations (see the Acceptable Use Policy) are final, subject to your legal rights.

5. Other options

• EU users may also refer a dispute to an out-of-court dispute settlement body certified under Article 21 of the EU Digital Services Act. You may also complain to the Digital Services Coordinator in your country.
• UK users may contact Ofcom regarding online safety duties.
• Privacy complaints can be made to your data-protection authority (see the Privacy Policy).
• You can always go to court, as set out in the Terms of Service.

6. General complaints

For any other complaint about the Site or our service, email [email protected]. We acknowledge complaints promptly and aim to resolve them within 30 days.