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 that 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 Paid Messenger 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: Paid Messenger is operated by Emesel Limited, a limited company registered in England and Wales, with company registration number 14168153. Our registered office address is located at 2 Maltin Lane, Feather Street, Flint, Flintshire, CH6 5AG.

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, to deactivate an account, or to issue a final warning, you must complete an Paid Messenger Deactivation Appeal Form. Appeals against a Content moderation decision including any decision to remove Content, deactivate an account, or ban you from using Paid Messenger because we believe you have engaged in an illegal act are subject to our Appeals Policy.

5. Complaints about copyright infringement: Complaints about suspected copyright infringement are subject to our DMCA Takedown Policy.

6. How to make a complaint about anything else:

a. You can make a complaint in any of the following ways:

i. using the "Report" function on the Content page select the reason for your complaint from the drop down menu;

ii. emailing support@paidmessenger.com; and

iii. writing to Emesel Limited, 2 Maltin Lane, Feather Street, Flint, Flintshire, CH6 5AG.

b. 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:

a. we will review the relevant information and the supporting documents that you have provided;

b. we may request additional information or documents from you, or from third parties, to help us address your complaint;

c. we will review your complaint in good faith and within any legally applicable time limit;

d. if your complaint is regarding Content which appears on Paid Messenger and we determine that the Content constitutes a material violation of our Terms of Service, we will remove it; and

e. we will Notify you when our review of your complaint is complete and 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 can 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 an Paid Messenger User, and make an abusive or unfounded complaint we may terminate your account.

9. EU/EEA Consumer Mediation Services: If you are in the European Economic Area you may, but are not required to, seek resolution of any dispute with us through consumer mediation services using the European Online Dispute Resolution (ODR) platform. We are not obliged to participate in alternative dispute resolution proceedings (except in very limited circumstances).

10. Regulatory complaints under the DSA (EU/EEA): If you are in the European Economic Area and encounter an infringement of the EU's Digital Services Act while using Paid Messenger, you have the right to complain to the Digital Services Coordinator of the country where you are located. You may also report or complain to us under this Complaints Policy and dispute our decision under our Appeals Policy.

11. Regulatory complaints: Paid Messenger is regulated by Ofcom and the Information Commissioner's Office in the United Kingdom and the eSafety Commissioner in Australia. Users resident in Australia can contact eSafety to report concerns about the safe use of technology here.

12. Breach of contract claims under the Online Safety Act: Users in the United Kingdom are entitled to bring a breach of contract claim against us, including where we breach our Terms of Service in how we (i) take down or restrict access to your Content; or (ii) suspend or ban you from using Paid Messenger.

13. Your statutory rights: These provisions do not affect your statutory rights.