Complaints Policy

1. Introduction

  • This document set out our complaints policy. If you are a User of Secretlove.net, this Complaints Policy forms part of your agreement with us.

2. Interpretation

  • In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use.

3. Subject of complaint

  • Whether or not you are a User of Secretlove.net, you can use this Complaints Policy to alert us to any complaint which you have relating to Secretlove.net.

4. How to make a complaint

  • How to make a complaint: If you have a complaint about Secretlove.net, please send your complaint through the Contact form.

5. How we will deal with complaints of illegal or non-consensual content

  • 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;
  • If we require further information or documents from you, we will contact you to let you know;
  • We will in good faith investigate your complaint within seven (7) business days; 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;
  • 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.

6. How we will deal with complaints related to copyright infringement

  • Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set out in such policy.

7. How we will deal with other complaints

  • 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; if we require further information or documents from you, we will contact you to let you know;
  • 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 Secretlove.net and we are satisfied that the Content otherwise breaches our Terms of Use. We will act quickly to remove such Content;
  • We are not obligated to inform you of the outcome of your complaint.

8. Unjustified or abusive complaints

  • If you are a User of Secretlove.net, 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.