Complaints Policy

COMPLAINTS POLICY

  • Introduction:

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

  • Who we are and how to contact us:

    OnlymodelsFans is operated by UAB VA DIGITAL SOLUTION . We are a limited company registered in Lithuanian with company registration number 305022516 and we have our registered office address at J. SAVICKIO G.4 VILNIUS LITHUANIA

  • Interpretation:

    In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in England.

  • Who can use this Complaints Policy?

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

  • How to make a complaint:

    If you have a complaint about OnlyModelsFans (including any complaint about Content appearing on OnlyModelsFans or the conduct of a User), please send your complaint to support@onlymodelsfans.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: J. SAVICKIO G.4 VILNIUS LITHUANIA

  • How we will deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content under section 5 above:
  • 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.

  • How we will deal with complaints related to copyright infringement: Complaints related to copyright infringement must be submitted in accordance with our DCMA Policy , and we will respond to copyright infringement complaints as set out in such policy.
  • How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:
    • 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 OnlyModelsFans and we are satisfied that the Content otherwise breaches ourAcceptable Use Policy , we will act quickly to remove such Content;
    • Onlymodelsfans Compliance team going over the complaints, and in accordance with the Acceptable Use Policy decide the validity of the complaints. After the decision has been made and sent by email or other electronic message, the user may appeal the decision within the next 2 working days.
  • Appeal Process

    If a complainant is dissatisfied with the outcome of their formal complaint they may lodge an appeal against the decision. Onlymodelsfans provides the right of appeal against decisions made following the resolution or completed investigation of a complaint, whether a breach of our acceptable of use Policy. Each party will have opportunity to formally present their case should they wish to do so.

    An appeal must be lodged by email or other electronic message within two (2) working days of the date of notification of the original decision. Any appeal must set out the grounds for the appeal.

    The appellant will be notified by email or other electronic message of the outcome of the appeal outlining the reasons for the decision within seven (7) working days of the date of lodgment of the appeal. The report will further advise the appellant of their right to access the external mediation process if they are not satisfied with the outcome of their appeal.

    Resolution Timelines

    All parties involved in a formal appeal will be advised of the outcome by email or other electronic message within seven (7) working days of the date of the complaint/appeal.

    Where an appeal takes more than 15 calendar days to process and finalize a complaint Site will:

    • Inform the appellant by email or other electronic message, including the reasons why more than 15 calendar days are required and
    • Regularly update the appellant on the progress of the matter. Updates shall be provided to the appellant at a minimum of four (4) weekly intervals
    • The outcome of the appeal and all associated records must be on forwarded within seven (7) days of the outcome to:
    • Compliance (support@onlymodelsfans.com) for updating in the associated records management system (note: record keeping)
    • We will use reasonable skill and care in providing our Service to you and in keeping a safe, secure, and error-free environment, but we cannot guarantee that our Service will always function without disruptions, delays, or imperfections. Provided we have acted with reasonable skill and care, we do not accept responsibility for: losses not caused by our breach of these Terms or otherwise by our acts; losses which are not reasonably foreseeable by you and us at the time of entering into these Terms; any offensive, inappropriate, obscene, unlawful, or otherwise objectionable content posted by others that you may encounter on our Service; and events beyond our reasonable control.
    • The above does not exclude or limit our liability for death, personal injury, or fraudulent misrepresentation caused by our negligence. It also does not exclude or limit our liability for any other things where the law does not permit us to do so.
  • Unjustified or abusive complaints:

    If you are a User of OnlyModelsFans, 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.