Fannilla™ logo
™

Complaints Policy

At Fannilla™, we take all complaints seriously and are committed to resolving them fairly and promptly. This policy explains how you can raise a complaint and what you can expect from us.

This policy forms part of your agreement with us and should be read alongside our Terms of Service. Nothing in this policy overrides the Terms of Service, Notice and Action Policy, or DMCA Policy.
  1. About Us

      2. Fannilla™ is owned and operated by Fannilla™ B.V., a company registered in the Netherlands (Chamber of Commerce no. 92142125), with its registered address at Blaak 34, 3011 TA Rotterdam, the Netherlands. Your agreement is with Fannilla™ B.V.

      Users in the United States and Canada may interact with Fannilla™ Inc., a US entity, solely for the purpose of payment processing and Creator payouts. Fannilla™ Inc. acts in an administrative capacity on behalf of Fannilla™ B.V. and is not a separate contracting party to your agreement with us.

  2. Scope

      3. This policy applies to all users — Fans and Creators — regardless of where you are located or whether your payments are processed by Fannilla™ B.V. or Fannilla™ Inc.

  3. What You Can Complain About

      4. You may use this policy to raise a complaint about:

    • Our platform, services, or features
    • Content you believe is illegal, harmful, or in violation of our Terms of Service or Acceptable Use Policy
    • A transaction, payment, or payout dispute
    • A decision we made about your account (e.g. suspension, content removal, or earnings withholding)
    • A violation of your privacy or personal data rights
    • Copyright infringement
    • Any other concern related to your use of Fannilla™
  4. How to File a Complaint

    5. 4.1 Content Takedown Reviews

      If you wish to appeal a decision we have made to remove your content, please contact us at appeals@fannilla.com with a written explanation of the basis for your request. This process is governed by our Notice and Action Policy, which takes precedence over this policy for content-related matters.

      Complaints regarding copyright infringement must be submitted in accordance with our DMCA Policy. Please send all Notices of Claimed Infringement to dmca@fannilla.com .

    4.3 All Other Complaints

      For all other complaints, please contact us at help@fannilla.com . Include the following in your message:

    • Your username and registered email address
    • A clear description of your complaint
    • Any relevant dates, transaction references, or URLs
    • Any supporting evidence

      • Upon receipt, we will assign your complaint a unique reference number. Please use this reference number in all follow-up communications so we can locate your case efficiently.

  5. How We Handle Complaints
    • We will acknowledge receipt and provide a reference number within 2 business days.
    • We will investigate and provide a substantive response within 7 business days.
    • For complex cases requiring further investigation, we may need up to 30 business days. We will inform you if this applies and provide an interim update.
    • Any content found to be illegal will be removed without delay.
    • Where we take action as a result of your complaint, we will notify the affected parties as required by applicable law.
    Urgent complaintsIf your complaint involves a serious risk of harm to a person, illegal content involving a minor, or any other matter requiring immediate action, we will prioritise your complaint and aim to respond within 72 hours. Please mark the subject line of your email as URGENT.
  6. Abusive or Bad Faith Complaints

      7. By submitting a complaint, you confirm that the information you have provided is accurate and complete to the best of your knowledge. Fannilla™ reserves the right to disregard complaints that are manifestly unfounded, repetitive, or submitted in bad faith. Abuse of this complaints process may result in account restrictions.

  7. If You Are Not Satisfied

    8. 7.1 Formal Escalation

      If you are not satisfied with our initial response, you may request a formal review by emailing help@fannilla.com with the subject line: Formal Complaint — [Your Reference Number]. We will conduct a senior review and respond within 14 business days.

    7.2 External Dispute Resolution — EU Users

      If you are a Consumer residing in the European Union, Norway, Iceland, or Liechtenstein and are not satisfied with the outcome of your complaint, you retain the right to seek redress through alternative dispute resolution (ADR) bodies in your country of residence. A list of certified ADR bodies in EU Member States is available at:

      https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

      You may also bring a claim before the competent court as set out in section 7.3.

    7.3 Courts

      If a complaint cannot be resolved amicably, you may bring a legal claim as follows:

    • EU/EEA Consumers: you may bring a claim in your home country or the District Court of Amsterdam, the Netherlands.
    • Non-EU Consumers: the District Court of Amsterdam has jurisdiction, subject to mandatory local consumer protection law.
    • Business Users: the District Court of Amsterdam has exclusive jurisdiction.
  8. Governing Law

      9. This Complaints Policy is governed by the laws of the Netherlands. EU Consumers retain the protections afforded by the mandatory laws of their country of residence. Nothing in this policy affects your statutory rights.