Complaint and Content Removal Policy

Complaint and Content Removal Policy & Procedures

Effective Date: August 16, 2022

1. Complaint Process for Illegal or Brand-Damaging Content/Activity

FTF.chat is committed to maintaining a safe and lawful online environment. If users or external parties identify illegal content, brand-damaging activity, or violations of platform policies, they may file a complaint using the following process:

1.1 Filing a Complaint

• Complaints regarding illegal content, brand violations, copyright infringement, or community guideline breaches must be submitted via:
• Email: [email protected]
• In-Platform Reporting: Every piece of content includes a “Report” button for immediate flagging.
• Segpay Merchant Portal: Complaints related to billing or fraudulent activities are reported via Segpay’s Merchant Portal.

1.2 Information Required in a Complaint

To ensure timely review and resolution, complaints must include:

• Complainant’s full name (or legal entity name).
• Contact email and phone number (if necessary for follow-up).
• Link to the specific content or account in question.
• Detailed explanation of why the content is illegal, offensive, or brand-damaging.
• Supporting documentation (if applicable, such as copyright claims or legal references).

1.3 Review Process

• Initial Review: Complaints are reviewed by the moderation team within 24 hours.
• Escalation: If a complaint involves serious legal concerns (e.g., child exploitation, fraud, or explicit violence), it is immediately escalated to law enforcement authorities and payment processors.
• Temporary Content Removal: In cases where content is likely violating policies, FTF.chat may suspend visibility while under review.

2. Content Removal Process & Appeal Rights

Individuals depicted in any content on FTF.chat have the right to request removal under the following conditions:

2.1 Grounds for Content Removal

• Non-consensual or unauthorized content featuring the individual.
• Copyright violations by content uploaders.
• False or misleading use of personal likeness.
• Legal takedown requests under privacy or intellectual property laws.

2.2 Steps to Request Removal

• Users must submit a Content Removal Request via:
• Email: [email protected].
• DMCA Takedown Form (if applicable).
• The request must include:
• Full name and contact details.
• Direct link to the content.
• Proof of identity (to prevent fraudulent claims).
• Reason for the request (e.g., non-consensual content, copyright, personal harm).

2.3 Processing Timeline

• Acknowledgment: The complaint is acknowledged within 24 hours.
• Review & Decision: A decision on content removal is typically made within 2 business days.
• Appeal Process: If a takedown request is denied, the complainant has the right to appeal the decision via a secondary review process within 7 business days.

3. Reporting to Segpay via Segpay Merchant Portal

As a regulated payment service provider, Segpay requires prompt reporting of illegal or brand-damaging content that may violate merchant compliance policies**.**

3.1 When Reports Are Sent to Segpay

• Fraudulent Transactions & Billing Complaints
• Underage User Activity
• Non-Compliant Adult Content
• Legal Violations Affecting Payment Processing

3.2 Segpay Reporting Procedure

• FTF.chat will log all complaints and report critical violations through** the Segpay Merchant Portal.**
• Reports must contain:
• Merchant ID & Account Details.
• Detailed Incident Description.
• Actions Taken (e.g., Content Removal, Account Suspension, Law Enforcement Notification).
• Segpay requires resolution updates within 48 hours of report submission.

4. Summary of Timeframes

Action

Response Time

Acknowledge Complaint

24 hours

Initial Review

24-48 hours

Content Removal Decision

2 business days

Appeal Decision

7 business days

Report to Segpay (if applicable)

Within 48 hours

Acknowledgment:
By using FTF.chat, users acknowledge that they have read, understood, and agree to comply with this Complaint and Content Removal Policy & Procedures.