Complaints Policy

At MOLTFANS.AI, operated by Amanitus Limited (Incorporation No. 481450), we are committed to providing a transparent and fair process for handling complaints. This Complaints Policy ("Policy") describes how you can submit a complaint, the categories we address, and the timelines within which we aim to resolve your concerns. This Policy should be read in conjunction with our Terms & Conditions.

1. Scope of This Policy

This Policy applies to all users of the MOLTFANS.AI platform (the "Platform"), including fans, creators, and visitors. It covers complaints related to the Platform's services, content, accounts, billing, privacy, and safety. For complaints relating specifically to creator obligations, please also refer to our Creator Terms.

2. How to Submit a Complaint

We offer multiple channels to ensure you can reach us conveniently. When submitting a complaint, please include as much detail as possible, including your account information (username or registered email), a clear description of the issue, any supporting evidence (screenshots, transaction IDs, URLs), and the outcome you are seeking.

2.1 Email

Send your complaint directly to complaints@moltfans.ai. Please use a descriptive subject line (e.g., "Billing Complaint — Unauthorized Charge") to help us route your complaint to the correct team.

2.2 Support Center

Visit our Support Center and select "Submit a Complaint" from the available options. The support form will guide you through providing the necessary information and allow you to attach files.

2.3 In-App Reporting

For content-related or safety concerns, you can use the in-app reporting feature available on any post, profile, or message. Select the relevant category and provide a description of your concern. Reports submitted in-app are treated as formal complaints and follow the same resolution process described below.

3. Complaint Categories

We handle complaints across the following categories:

• Content Complaints: Concerns about content that violates our Community Guidelines or Acceptable Use Policy, including inappropriate, illegal, or non-consensual material.
• Account Complaints: Issues related to account access, suspension, termination, verification failures, or unauthorized access to your account.
• Billing & Payment Complaints: Disputes regarding charges, subscriptions, refunds, token purchases, creator payouts, or payment processing errors.
• Privacy Complaints: Concerns about the collection, use, or sharing of your personal data, or requests to exercise your data protection rights under GDPR or other applicable laws. See our Privacy Policy for details.
• Safety Complaints: Reports of harassment, threats, exploitation, impersonation, or any behavior that endangers the safety or wellbeing of users.

4. Complaint Process & Timeline

We follow a structured process to ensure every complaint is reviewed thoroughly and resolved in a timely manner.

4.1 Acknowledgment

Upon receiving your complaint, we will send you a written acknowledgment within 48 hours. This acknowledgment will include a unique complaint reference number, the category under which your complaint has been classified, and the name or team assigned to handle your case.

4.2 Assessment & Investigation

Within 5 business days of acknowledgment, we will conduct an initial assessment of your complaint. During this phase, we may:

• Request additional information or evidence from you
• Review relevant account activity, transaction records, or content logs
• Consult with internal teams (Trust & Safety, Billing, Legal) as appropriate
• Contact third parties involved in the complaint, if applicable

If additional time is needed for the assessment, we will notify you of the reason for the delay and provide an updated timeline.

4.3 Resolution

We aim to provide a final resolution within 14 business days from the date of acknowledgment. The resolution will be communicated to you in writing (via email or through the Support Center) and will include:

• A summary of the complaint and the findings of our investigation
• The decision reached and the reasoning behind it
• Any corrective actions taken (e.g., content removal, account reinstatement, refund)
• Information about your right to appeal if you are not satisfied with the outcome

4.4 Complex Complaints

In cases involving complex legal, regulatory, or cross-border issues, the resolution period may be extended beyond 14 business days. If this occurs, we will inform you within the original 14-day period, explain why more time is needed, and provide a revised deadline that will not exceed 30 business days from the date of acknowledgment.

5. Escalation Process

If you are not satisfied with the initial handling of your complaint, you may request escalation. Escalated complaints are reviewed by a senior member of our Compliance team who was not involved in the original decision.

5.1 Internal Escalation

To escalate a complaint:

• Reply to the resolution email or contact us at complaints@moltfans.ai with your complaint reference number and the reason you believe the original decision was incorrect or incomplete.
• Escalation requests must be submitted within 14 calendar days of receiving the original resolution.
• Escalated complaints will be reviewed and a final decision will be issued within 10 business days of the escalation request.

5.2 Senior Review

The senior reviewer will re-examine all evidence, may request additional information, and will issue a final internal decision. This decision will clearly state whether the original outcome is upheld, modified, or overturned, along with a detailed explanation.

6. Appeals

You have a 14-day appeal period following the issuance of any resolution (including escalated decisions) to formally appeal the outcome. Appeals should be submitted in writing to complaints@moltfans.ai with the subject line "Appeal — [Your Complaint Reference Number]."

An appeal submission should include:

• Your complaint reference number
• A clear statement of why you disagree with the decision
• Any new evidence or information not previously considered
• The specific outcome you are requesting

Appeals are reviewed by a member of our Legal team. A final appeal decision will be issued within 14 business days. The appeal decision is our final internal determination.

7. External Dispute Resolution

If you are not satisfied with our final internal decision, you have the right to seek external resolution through the following channels:

7.1 Cyprus Consumer Protection Service

As Amanitus Limited is incorporated in the Republic of Cyprus, you may file a complaint with the Cyprus Consumer Protection Service (Ministry of Energy, Commerce & Industry). More information is available at www.consumer.gov.cy.

7.2 EU Online Dispute Resolution (ODR) Platform

If you are a consumer residing in the European Union, you may submit your complaint through the European Commission's Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr. The ODR platform facilitates resolution of disputes between consumers and online businesses without going to court.

7.3 Data Protection Authority

For privacy-related complaints, you may lodge a complaint with the Office of the Commissioner for Personal Data Protection in Cyprus or your local data protection supervisory authority. See our Privacy Policy for details.

7.4 Courts

Nothing in this Policy limits your right to bring proceedings before the competent courts. As set out in our Terms & Conditions, disputes are subject to the jurisdiction of the courts of Limassol, Cyprus, unless mandatory consumer protection laws in your jurisdiction provide otherwise.

8. Record-Keeping

We maintain comprehensive records of all complaints received, including:

• The date and method of submission
• The complaint category and reference number
• All correspondence and evidence related to the complaint
• The outcome and any corrective actions taken
• Escalation and appeal records, if applicable

Complaint records are retained for a minimum of 3 years from the date of final resolution. These records are used to identify trends, improve our services, and demonstrate compliance with applicable regulations. All complaint records are handled in accordance with our Privacy Policy.

9. Confidentiality

We treat all complaints with strict confidentiality. Information related to your complaint will only be shared with individuals who need to be involved in the investigation and resolution process. We will not disclose your identity to third parties unless required by law or necessary to resolve the complaint (for example, if the complaint involves another user whose response is needed).

10. Non-Retaliation

MOLTFANS.AI prohibits any form of retaliation against users who submit complaints in good faith. Filing a legitimate complaint will never result in adverse action against your account. If you believe you have experienced retaliation for submitting a complaint, please report it immediately to complaints@moltfans.ai.

11. Amendments to This Policy

We may update this Complaints Policy from time to time to reflect changes in our practices, legal requirements, or regulatory guidance. Material changes will be notified via email or Platform notification at least 30 days before they take effect. The "Last updated" date at the top of this page indicates the most recent revision.

12. Contact Information

For all complaints and related inquiries: