Complaints policy

Introduction: This document set out our complaints policy. If you are a User of CallingFans , this Complaints Policy forms part of your agreement with us.
Who we are and how to contact us: CallingFans is operated by New CALLING DIGITAL SRL. We are a limited company registered in Romania and we have our registered office address at Theodor Pallady nr 3bl Bucharest Romania
Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the terms of service for all user. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in Romania
Who can use this Complaints Policy? Whether or not you are a User of CallingFans, you can use this Complaints Policy to alert us to any complaint which you have relating to CallingFans
How to make a complaint: If you have a complaint about CallingFans (including any complaint about Content appearing on CallingFans or the conduct of a User), please send your complaint to info@callingfans.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.

If you are unable to contact us by email, please write to us at the following address: First Floor Calling New Digital Theodor Pallady nr 3bl Bucharest Romania

How we will deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content :
1. we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
2. if we require further information or documents from you, we will contact you to let you know;
3. we will in good faith investigate your complaint within seven (7) business days;
4. if we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message;
5. if we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.

Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.

How we will deal with complaints related to copyright infringement: Complaints related to copyright infringement we will respond to copyright infringement complaints as set out in our policy.
How we will deal with other complaints:
1. we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
2. if we require further information or documents from you, we will contact you to let you know;
3. we will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on CallingFans and we are satisfied that the Content otherwise breaches our policy we will act quickly to remove such Content;
4. we are not obligated to inform you of the outcome of your complaint.
Unjustified or abusive complaints: If you are a User of CallingFans , you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.

PLATFORM TO BUSINESS REGULATION TERMS

Introduction: These Platform to Business Regulation Terms form part of the Terms of Service.
Interpretation: In these Platform to Business Regulation Terms, unless otherwise stated, defined terms have the same meanings given to them in the Terms of Use
Do these Platform to Business Regulation Terms apply to me? These Platform to Business Regulation Terms only apply to Creators who are established or resident in the European Union . If these Platform to Business Regulation Terms apply to you, they form part of your agreement with us.
What do these Platform to Business Regulation Terms include? These Platform to Business Regulation Terms provide information about our practices to comply with the fairness and transparency requirements set out in EU Regulation 2019/1150 (the "Platform to Business Regulation").
Promoting Creators via other distribution channels: We may choose to promote you via our Instagram (callingfansofficial)
Complaints: If you have a complaint about:
1. any alleged non-compliance by us with any obligations laid down in the Platform to Business Regulation which affect you; or
2. technological issues relating directly to CallingFans and which affect you; or
3. measures taken by us or our conduct which relate directly to CallingFans and which affect you,

then please submit your complaint to info@callingfans.com

Complaint-handling process: Following receipt of your complaint under section above, we will:
1. consider your complaint and the follow-up which we may need to give to your complaint (including asking you for further information or documents) in order to adequately address the issue raised;
2. process your complaints within a reasonable time, taking into account the importance and complexity of the issue raised; and
3. communicate to you in plain and intelligible language by email or by message to your CallingFans account the outcome of the internal complaint-handling process.
Mediation service: If your complaint is not resolved to your satisfaction through our internal complaint-handling process as set out

Mediation service: If your complaint under section 7 above is not resolved to your satisfaction through our internal complaint-handling process as set out in section 8 above, then you may access the mediation service by contacting:
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
P2B Panel of Mediators
70 Fleet Street
London
EC4Y 1EU
United Kingdom
https://www.cedr.com/p2bmediation/