Complaints Policy

We take every complaint seriously. This policy explains who can submit a complaint, how to do it, what information we need, and the timelines you can expect at each stage. It applies to all aspects of Deblur, including content sold through pay-per-view payment links, Creator conduct, billing, and platform behavior.

1. Who Can Submit a Complaint

Anyone can submit a complaint to Deblur, including:

• Creators using the Platform
• Buyers who purchase content through the Platform
• Depicted persons who believe their rights have been violated
• Third parties who believe content on the Platform infringes their rights
• Members of the public with concerns about content or conduct on the Platform

You do not need to have a Deblur account to submit a complaint.

2. How to Submit a Complaint

Submit your complaint through:

• Email: support@deblur.me

To help us investigate and resolve your complaint efficiently, please include as much of the following information as possible:

1. Your identity — Your name or username and a way to contact you for follow-up. Anonymous complaints are accepted but may limit our ability to investigate or respond.
2. Who the complaint is about — The username, account, payment link, or content you are reporting, with enough detail for us to locate it (for example, the payment link URL or transaction ID).
3. Description of the issue — A clear explanation of what happened, what content or behavior you are reporting, and why you believe it violates our policies or your rights.
4. Evidence — Screenshots, URLs, timestamps, or any other evidence that supports your complaint. The more specific you are, the faster we can act.
5. What outcome you are seeking — Content removal, account review, dispute resolution, refund, or other specific action.

3. What We Investigate

We investigate complaints related to:

• Content policy violations — Prohibited content as defined in our Content Policy
• Illegal or non-consensual content — Child sexual abuse material (CSAM), non-consensual intimate imagery, human trafficking indicators, and violence (see Section 5)
• Copyright infringement — Handled through our DMCA Policy
• Non-consensual intimate content — Handled under the TAKE IT DOWN Act process in our DMCA Policy
• Consent and depicted person disputes — Claims that content was shared without proper consent (see Section 6)
• Billing and payment complaints — Billing issues, unauthorized charges, or refund concerns (see Section 7)
• Account access issues — Unauthorized access, account compromise, or verification problems
• Creator misconduct — Harassment, fraud, deceptive practices, or violations of the Creator Agreement
• Platform service complaints — Issues with Platform functionality, support responsiveness, or policy application

4. Timelines

5. Illegal & Non-Consensual Content (High-Risk Procedure)

Deblur enforces a strict zero-tolerance policy regarding illegal content, including but not limited to child sexual abuse material (CSAM), non-consensual intimate imagery, human trafficking, exploitation of vulnerable persons, and content depicting real violence. Any credible report of such content triggers the following procedure:

1. Immediate removal from public view. Upon receipt of a credible report, the affected content is immediately taken out of public view pending investigation. Preservation copies are kept for law-enforcement purposes where legally required.
2. Verification. Our compliance team reviews the report together with the Creator's identity-verification records, depicted-person consent documentation, and automated moderation logs (including hash-matches against industry-standard CSAM hash lists) to assess age, consent, and legality.
3. Reporting to authorities. Confirmed CSAM is permanently deleted (subject to any lawful preservation obligation) and reported to the National Center for Missing & Exploited Children (NCMEC) CyberTipline and, where applicable, to INHOPE member hotlines and other competent authorities, as required by law. Indicators of human trafficking are referred in accordance with our Anti-Slavery Statement.
4. Account action. Accounts found to have uploaded or distributed illegal content are immediately and permanently terminated, and the Creator is banned from re-registering. Where applicable, device fingerprints and other identifiers are added to internal and industry-standard fraud and abuse blacklists.
5. Cooperation with law enforcement. We cooperate fully with lawful requests from law enforcement and regulatory authorities, including production of records in response to valid legal process.

If you encounter suspected illegal content on the Platform, report it immediately to support@deblur.me with the subject line "URGENT — Illegal Content" and, in the case of suspected CSAM, also report it directly to NCMEC at CyberTipline.org.

6. Content Removal & Consent Disputes

We provide a clear pathway for any person depicted in content to request its removal, including where the depicted person previously consented.

• Right to request removal. If you are depicted in content sold through Deblur and you want it removed — even if you previously consented to its creation or distribution — you may contact support@deblur.me to request removal. You may also use the non-consensual intimate imagery procedure in our DMCA Policy (TAKE IT DOWN Act process) where applicable.
• Creator response. When the Creator disputes the removal request and asserts that a valid depicted-person consent record exists (as required by our Depicted Person Consent Agreement), we review the signed consent form, the government-issued photo ID on file, and the accompanying verification photograph.
• Internal decision. Where the consent record is missing, incomplete, expired, or cannot be reconciled with the depicted person's identity, we remove the content. Where the record appears valid on its face but the depicted person disputes its authenticity or the scope of consent, we evaluate the matter in good faith and, where we remain unable to reach a confident decision, escalate as set out below.
• Neutral third-party arbitration. For consent disputes that we cannot resolve internally, Deblur will submit the matter to a neutral, independent third-party arbitration body to determine the validity of the consent record and the removal request. Deblur will bear the initial cost of such arbitration and, consistent with our Creator Agreement, may seek reimbursement from the Creator where the arbitrator finds that the consent record was invalid, fraudulent, or otherwise deficient.
• Pending resolution. Content subject to a bona fide removal request remains out of public view while the dispute is being resolved.

Nothing in this Section 6 limits your rights under applicable law or any mandatory statutory removal procedure (for example, the TAKE IT DOWN Act, DMCA, or local equivalents).

7. Billing & Refund Complaints

Billing and refund complaints are handled under our Refund Policy. In short:

• Unauthorized charges. If a charge was made on your payment method without your authorization, contact support@deblur.me immediately. We will investigate and, where the charge is confirmed unauthorized, issue a refund to the original payment method.
• Refund requests. Refund requests must be submitted within forty-eight (48) hours of the transaction and must include the transaction ID, date, the last four digits of the payment method, a description of the issue, and any supporting evidence. The full list of qualifying and non-qualifying reasons is in our Refund Policy.
• Chargebacks. Before filing a chargeback or payment dispute with your bank or card issuer, please contact us — in most cases we can resolve the issue directly and faster than a bank dispute. Consequences of premature or fraudulent chargebacks are set out in the Refund Policy.

8. Investigation Process

When we receive a complaint, we follow this process:

1. Triage — We assess the severity and category of the complaint and route it to the appropriate team. Urgent matters (Section 5 high-risk reports) are escalated immediately.
2. Investigation — A designated compliance officer reviews the evidence provided, examines relevant account activity and content, and may contact the accused party for their response. We treat all complaints confidentially and do not disclose the complainant's identity to the accused party without consent, except where required by law.
3. Decision — Based on our investigation, the compliance officer determines the appropriate action. Possible outcomes include: no action (complaint not substantiated), content removal, formal warning, account suspension, or permanent termination in accordance with our Content Policy and Terms of Service.
4. Notification — We inform the complainant of the outcome and the action taken. We may not be able to share specific details about disciplinary actions taken against other users due to privacy obligations.

9. Appeals

If you are not satisfied with the outcome of your complaint, or if you are the subject of a complaint and believe the decision was incorrect, you may appeal:

• Appeals must be submitted within 14 calendar days of the decision notification
• Submit your appeal to support@deblur.me, referencing your original complaint number
• Include any new evidence or context that was not available during the original investigation
• Appeals are reviewed by a different team member than the original investigator
• Appeal decisions are issued within 7 calendar days and are final (subject only to the neutral third-party arbitration procedure in Section 6, where applicable, and your rights under mandatory applicable law)

10. Escalation

If you believe your complaint involves criminal conduct, you should also contact your local law-enforcement authority directly. Deblur will cooperate with law-enforcement investigations as required by law.

For complaints that cannot be resolved through this process, disputes may be resolved through the dispute-resolution process described in our Terms of Service.

11. Record Keeping

In accordance with 18 U.S.C. § 2257, card-brand compliance standards, and applicable anti-money-laundering and consumer-protection obligations, Deblur maintains records of all complaints, investigations, decisions, and related communications for a minimum of two (2) years from the date of final resolution (or longer where required by law — for example, records relating to DMCA, TAKE IT DOWN Act, 2257, or tax matters are retained for the period mandated by the relevant law). These records include the original complaint, evidence submitted, investigation notes, decisions issued, and any follow-up communications.

12. Abuse of This Process

We provide this complaints process in good faith and expect it to be used in good faith. Submitting knowingly false, frivolous, or vexatious complaints, or using the complaints process to harass other users, may result in your complaints being deprioritized or your account being reviewed for policy violations under our Terms of Service.

13. Contact

For questions about this policy, contact us at:

• Company: LuckyDuck LLC
• Address: 1903 Central Ave, Cheyenne, WY 82001, United States
• Email: support@deblur.me
• Phone: (323) 435-6544