Complaint Policy and Procedures

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Complaint Policy and Procedure (Valid since: 05-11-2024)

Introduction

SnapSell is committed to providing high-quality service to all our users. If you have a complaint, we want to resolve it as soon as possible and prevent future occurrences. This policy outlines the process for submitting a complaint and how we handle it. Please note that any illegal content is removed immediately and reported to our Service Partners and relevant authorities where necessary.

How to Make a Complaint

If you are dissatisfied with the service you have received, please submit your complaint by one the following methods:

• Email our dedicated support team via support@snapsell.org with detailed information about your complaint, including any relevant dates and your proposed resolution.
• After a purchase, use the "Report" button to request a purchase specific removal request. In this case, our Online Complaint Form shall be used to submit your complaint.

Receipt of Complaints

Upon receipt of your complaint, we will:

• Acknowledge Receipt: Confirm receipt within three (3) business days via email.
• Record your Complaint: Log your complaint in our system for tracking and resolution purposes.

Complaint Review Process

Your complaint will be investigated by our Customer Service team, and if necessary, escalated to higher management. We will:

• Assess and Investigate: Thoroughly review the details of your complaint.
• Communicate: Keep you informed about our progress, in case we are legally allowed to do so. We aim to resolve all complaints within seven (7) business days.

Natural persons depicted in content who believe they were included without proper consent may appeal by submitting a formal complaint through our designated channels. Upon receiving an appeal, we will review all related consent documentation. If consent cannot be verified or is legally void, the content will be removed immediately from our platform. If there is a dispute over the validity of consent under applicable law, the issue will be resolved by a neutral arbitration body.

Resolution and Response

Once your complaint has been reviewed, we will contact you to propose a resolution:

• Notify you: Provide a detailed explanation of our findings and the actions we plan to take, in case we are legally allowed to do so.
• Implement Corrections: Address any verified issues promptly.

Appeals

If you are not satisfied with the resolution, you may request an appeal, which will be reviewed by a senior staff member. A final decision will be provided within seven (7) business days of your appeal.

Confidentiality

All complaint information will be handled sensitively, in line with our Privacy Policy and data protection regulations.

Policy Updates

This policy is effective as of 05-11-2024 and subject to periodic updates.