Complaint Policy and Procedures

This document is an e-variant of the Complaint Policy and Procedures for "mariya-club.com".

This Policy determines and regulates the complaint handling procedures of mariya-club.com.

This Policy forms part of the agreement between the user and mariya-club.com and applies to all complaints related to the use of the Site and its Services.

1. Introduction

This document sets out our complaints policy.

If you are a user of mariya-club.com, this Complaint Policy forms part of your agreement with us.

Complaints may relate to content appearing on the Site, user behavior, services provided by the Site, illegal or non-consensual content, copyright infringement, or any other issue arising from the use of mariya-club.com.

2. Interpretation

In this Complaint Policy, defined terms have the same meanings given to them in the Terms and Conditions.

In addition, the term "business days" means any day which is not a Saturday, Sunday, or public holiday in the United Kingdom.

3. Scope of the Policy

This Policy applies to:

• complaints regarding content published on the Site;
• complaints regarding user behavior;
• complaints related to services provided by mariya-club.com;
• complaints involving illegal content;
• complaints involving non-consensual content;
• complaints related to copyright infringement;
• complaints related to breaches of the Content Management Policy and Procedures;
• any other issues arising from the use of the Site.

4. Who Can Submit a Complaint

Any person, whether registered or not, may submit a complaint related to mariya-club.com.

This includes users, non-users, rights holders, representatives, or any person affected by content, activity, or services related to the Site.

5. How to Submit a Complaint

Complaints may be submitted by completing the online Complaint Form.

Complaints may also be submitted via email:

• support@mariya-club.com
• info@mariya-club.com

The complaint should include:

• full name;
• contact email;
• detailed description of the issue;
• URLs or references to the relevant content, if applicable;
• any supporting evidence;
• explanation of why the content, account, behavior, or service is being reported.

If the complaint relates to content appearing on mariya-club.com, the complainant should provide the URL or other reference that allows the Site Administration to identify the relevant content.

6. Complaint Handling Procedure

Upon receiving a complaint, the Site Administration will:

• acknowledge receipt of the complaint where appropriate;
• review the provided information;
• identify the content, account, behavior, or issue involved;
• request additional information or documents if necessary;
• investigate the issue in good faith;
• determine whether the complaint relates to illegal content, non-consensual content, copyright infringement, prohibited content, user behavior, services, or another issue;
• take appropriate action based on the nature and seriousness of the complaint.

Submitting a complaint does not automatically guarantee removal of content or suspension of an account. Each complaint is reviewed based on the provided information, Site policies, and applicable law.

7. Complaints Involving Illegal or Non-Consensual Content

Complaints involving illegal content, non-consensual content, minors, threats, exploitation, or serious user safety risks are treated as urgent.

Following receipt of a complaint involving illegal or non-consensual content:

• we will take such steps as we consider appropriate to resolve the complaint within 5 business days;
• if we require further information or documents, we will contact the complainant;
• we will investigate the complaint in good faith;
• if we are satisfied that the content is unlawful or non-consensual, we will immediately remove or restrict access to such content;
• where appropriate, we will notify the complainant of our decision by email or other electronic message;
• if we are satisfied that the content is not unlawful or non-consensual, we may notify the complainant of our decision by email or other electronic message.

Any dispute regarding our decision on non-consensual content may be submitted by us to a neutral arbitration association at our expense.

The Site may cooperate with law enforcement authorities, payment providers, service providers, or competent authorities where required by applicable law.

8. Copyright Complaints

Complaints related to copyright infringement must be submitted through the Complaint Form or via email and must include sufficient information to identify the allegedly infringing content.

Copyright complaints may include:

• full name and contact email of the complainant;
• URL or reference to the relevant content;
• description of the copyrighted work;
• explanation of why the content is allegedly infringing;
• supporting evidence, where applicable.

Complaints related to copyright infringement will be handled in accordance with this Complaint Policy and the Content Management Policy and Procedures.

9. Other Complaints

Following receipt of other complaints, including complaints related to other breaches of the Content Management Policy and Procedures, the Site Administration will take such steps as it considers appropriate to investigate the complaint within a timeframe appropriate to the nature of the complaint.

If we require further information or documents, we will contact the complainant.

We will in good faith take such actions as we consider appropriate to deal with the issue raised by the complaint.

If the complaint relates to content appearing on mariya-club.com and we are satisfied that the content breaches the Content Management Policy and Procedures, we will act quickly to remove, restrict, or otherwise address such content.

We are not obligated to inform the complainant of the outcome of every complaint, except where required by applicable law or where we consider it appropriate.

10. Actions We May Take

Following investigation, the Site may take one or more of the following actions:

• remove or restrict access to content;
• reject content;
• request correction or replacement of content;
• restrict visibility of content;
• suspend or terminate user accounts;
• block future registration;
• report illegal activity to competent authorities where required;
• take other appropriate actions to resolve the issue.

The Site may act immediately if the complaint involves illegal content, non-consensual content, minors, exploitation, threats, fraud, serious user safety risks, or other urgent issues.

11. User Reports and Content Monitoring

Complaints and reports submitted through the Complaint Form may be used as part of the Site’s content monitoring and moderation process.

Reported content may be reviewed manually by the Site Administration and may also be checked using automated tools, including artificial intelligence systems, where applicable.

The final decision regarding removal, restriction, suspension, escalation, or other enforcement action is made by the Site Administration.

12. Abuse of the Complaint System

Users must not submit complaints that are:

• false;
• abusive;
• malicious;
• wholly unjustified;
• made in bad faith.

If we determine that a user has abused the complaint system, we may suspend or terminate the user account.

13. Records of Complaints

The Site may keep internal records of complaints, review results, moderation actions, enforcement decisions, and related communications.

Such records may be used for compliance, fraud prevention, dispute resolution, security, payment provider requests, and legal purposes.

14. Data Protection

All complaints and related data are handled in accordance with our Privacy Policy.

Complaint data may be used to investigate complaints, enforce Site policies, prevent abuse, protect users, comply with legal obligations, and respond to payment provider or service provider requests.

15. Updates to this Policy

We reserve the right to modify this Policy at any time.

Changes take effect upon publication on mariya-club.com.

Continued use of the Site after any changes means acceptance of the updated Policy.