Purpose
The Content Reporting and Appeal Procedure (the ‘Procedure’) sets out the process adopted by Technius Ltd. (referred to as ‘XHamsterLive’) for the reasonable and prompt handling of complaints.
If you are dissatisfied with our services, or if you have a query regarding your account or activity with us, you may contact the Customer Support Department via email. Our Customer Support will determine if your query can be resolved immediately; if your query cannot be resolved immediately, we remain committed to addressing and/or resolving it in a prompt manner.
Content reporting
If you become aware of any illegal or non-consensual content on our website, you should contact the Customer Support Department immediately by submitting a notification to the email address below. Complaints regarding illegal content or non-consensual content will be reviewed and resolved within 7 business days. The assigned Customer Support Manager will acknowledge the receipt of the complaint, investigate it and remove the illegal or non-consensual content within the above timeframe. All complaints will be logged for record-keeping and reporting purposes.
Appeal Procedure
Any person depicted in a video or any other content available through our website without his/her consent has the right to appeal to remove such content. Such requests should be submitted via email to the email address below, along with all the information necessary to identify the relevant content, including the specific URL containing such content. Following the submission of your appeal, the relevant department will evaluate and determine whether such consent was obtained. If it appears that such content was uploaded without the consent of the person depicted in it, we will immediately and permanently remove the content.
Escalation Procedure
Where possible we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are still not satisfied with the way that your complaint was handled or resolved, you have the right to request the escalation of your complaint to our Legal Department. The Legal Department will investigate the complaint and the relevant facts and try to establish a common ground.
Where to submit the complaint and what to include
Complaints need to be sent by email to support@xhamsterlive.com to the Customer Support Department.
Complaints communicated to the Customer Support Department must include all the necessary evidence proving that the content belongs to the person submitting the complaint. Technicus Ltd reserves the right to request additional information required to identify the person submitting the complaint such as a government-issued identification document.