Complaints & Appeals Procedure

Effective Date: 1/10/2026

This Complaints & Appeals Procedure explains how users, creators, and other affected parties can submit complaints, challenge enforcement actions, and appeal decisions made by IFLIXAI(“we,” “us,” or “the Platform”). This policy is designed to ensure fairness, transparency, and compliance with applicable laws and regulations, including region-specific requirements.

1. Scope of This Policy

This policy applies to complaints and appeals related to:

  • Account actions (warnings, suspensions, terminations)
  • Content moderation decisions (removal, restriction, demonetization)
  • Payments, payouts, or refunds
  • Alleged violations of our Terms of Service, Creator Guidelines, or other policies
  • Abuse, harassment, or misuse of the Platform

This policy does not replace legal rights you may have under applicable law.

2. How to Submit a Complaint
2.1 Submitting a Complaint

Users may submit a complaint by contacting us through:

Your complaint should include:

    • Your username and registered email address
    • A clear description of the issue
    • Relevant dates, transaction IDs, or content references (if applicable)
    • Any supporting information you believe is relevant

Incomplete complaints may delay processing.

3. Review Process
3.1 Initial Review
    • Complaints are acknowledged within a reasonable timeframe, typically 7–14 business days.
    • We conduct an internal review based on platform records, applicable policies, and available evidence.
3.2 Outcome

Following review, we may:

    • Uphold the original decision
    • Modify the decision (e.g., restore content, adjust penalties)
    • Reverse the decision entirely

You will be notified of the outcome unless prohibited by law or safety considerations.

4. Appeals Process
4.1 Right to Appeal

If you disagree with a moderation or enforcement decision, you may submit an appeal.

Appeals must:

    • Be submitted within 30 days of the decision notice (unless local law requires otherwise)
    • Clearly state why you believe the decision was incorrect
    • Include any new or clarifying information
4.2 Appeals Review
    • Appeals are reviewed by a different reviewer or team when reasonably possible
    • We may request additional information
    • Repeated or abusive appeals may be rejected
4.3 Final Decision

The decision following an appeal is considered final within the Platform’s internal processes, without prejudice to your legal rights.

5. Complaints About Other Users or Creators

Users may report other users or creators for:

  • Policy violations
  • Abuse or harassment
  • Intellectual property infringement
  • Fraud or deceptive practices

Reports are handled confidentially where possible. We do not guarantee specific enforcement outcomes.

6. Payments, Refunds, and Financial Complaints

Complaints related to payments, payouts, or refunds are reviewed in accordance with our:

  • Payments & Payouts Policy
  • Refund Policy

Financial complaints may require identity verification or additional documentation.

7. Region-Specific Rights
7.1 European Union (EU) / EEA Users

If you are located in the EU or EEA:

    • You may have additional rights under the Digital Services Act (DSA), including the right to receive a statement of reasons for certain moderation decisions.
    • Where required, we will provide information on out-of-court dispute resolution bodies.
7.2 United States

For U.S. users, disputes may also be subject to arbitration or limitation clauses as described in our Terms of Service, where permitted by law.

7.3 Other Jurisdictions

Local consumer protection, platform governance, or digital content laws may provide additional rights. This policy does not limit those rights.

8. Abuse of the Complaints Process

We reserve the right to restrict access to the complaints or appeals process if it is used in a fraudulent, abusive, or bad-faith manner.

9. Policy Updates

We may update this Complaints & Appeals Procedure from time to time. Changes will be effective upon posting, unless otherwise required by law.

10. Contact Information

For questions about this policy or to submit a complaint or appeal, contact:

IFLIXAI Support
Email: support@iflixai.com