Website Policies

Complaints Policy

Updated: 27th September 2026

Company Name is committed to maintaining a safe, respectful, and transparent platform for all Users. This Complaints Policy sets out how we handle complaints relating to the Platform, User conduct, Content, and moderation outcomes.

This Policy supplements the General Terms & Conditions and other applicable EVVA Policies. If there is any conflict between this Policy and the General Terms, the terms of this Policy shall prevail for the specific subject matter it governs.

All defined terms used herein shall have the meaning assigned in the General Terms & Conditions, unless otherwise stated.

DEFINITIONS

“Appeal” means a request submitted by a User, or by a Depicted Person under Section 5.4, asking Company Name to reconsider an enforcement action, complaint outcome, or consent determination.

“Complaint” means a formal report submitted to Company Name regarding User conduct, Content, or platform operations that is alleged to breach EVVA policies.

“Consent Dispute” means an Appeal submitted by a Depicted Person under Section 5.4 challenging whether appropriate consent was obtained for their appearance in Content.

“Depicted Person” means any individual who appears in a video or other Content published on the Platform, whether or not they are a User.

1. WHO MAY SUBMIT A COMPLAINT

  1. Any person - whether a User or non-User - may submit a Complaint concerning activity on the EVVA Platform.
  2. Users agree, as part of their contractual agreement with Company Name, to abide by this Complaints Policy and not misuse the complaints process.

2. HOW TO SUBMIT A COMPLAINT

  1. Complaints can be submitted by:
    1. Emailing support@evvahub.com;
    2. Using the live support function at help.getsimplio.com or click here;
    3. Using the in-platform “Report” feature for accounts, Content, messages, or profile media;
    4. Submitting our online complaints form, the recommended route for legal complaints, including complaints under the UK Online Safety Act, the EU Digital Services Act (DSA), copyright (DMCA) notices, and non-consensual intimate image (NCII) takedown requests.
  2. To ensure your Complaint is processed efficiently, please include:
    1. Your full name and contact email;
    2. Your EVVA username or handle (if applicable);
    3. The username or Content involved in the Complaint;
    4. A description of the issue;
    5. Supporting evidence (e.g. screenshots, URLs, screen recordings, or chat transcripts).

3. INVESTIGATION PROCESS

  1. All Complaints are assessed individually and documented within EVVA’s moderation system.
  2. Company Name reviews Complaints within 5 calendar days of receipt.
  3. During the investigation, Company Name may:
    1. Contact the complainant for additional evidence;
    2. Contact the accused User for clarification or response;
    3. Escalate the matter internally if complex, legal, or criminal in nature.
  4. Company Name will act in good faith to ensure all parties are treated fairly and that resolution is reached as efficiently as possible.

4. RESOLUTION

  1. If a Complaint is upheld, Company Name may take any action deemed appropriate, including warnings, Content removal, temporary suspension, or permanent account termination in accordance with General Terms – Section 16 (Termination).
  2. If the Complaint is not upheld, the record of the Complaint resolution will be retained.
  3. Records of resolved Complaints will be retained in accordance with our Privacy Policy and applicable data protection laws.
  4. Company Name is not obligated to share detailed findings or enforcement decisions with the complainant unless legally required.

5. APPEALS

  1. If your account is affected by an enforcement action due to a Complaint, you may submit an Appeal by contacting support@evvahub.com within 14 days of the enforcement notice.
  2. Appeals should include:
    1. The enforcement decision being challenged;
    2. Any new evidence or context not included in the original Complaint;
    3. A clear explanation of why the decision should be reconsidered.
  3. Company Name will review all Appeals in good faith. Submissions made after the 14-day window may still be reviewed but are not guaranteed a response.
  4. Any Depicted Person may appeal a decision made by Company Name regarding a claim that Content was published without their consent, regardless of whether that person is a User. Such an appeal is a Consent Dispute and may be submitted by contacting support@evvahub.com.
  5. On receipt of a Consent Dispute, Company Name will, through a reasonable process, confirm whether appropriate consent was obtained for the Content in question.
  6. If consent cannot be established, or if the Depicted Person demonstrates that consent is void under applicable law, Company Name will remove the Content immediately.
  7. If Company Name disputes that consent is void under applicable law, Company Name will provide a process for the Consent Dispute to be resolved by an independent, neutral third party (such as a recognised arbitration or alternative dispute resolution provider), with the cost of the arbitration borne by Company Name.

6. SPECIAL CASES

  1. For reports involving criminal activity, harassment, abuse, or threats, Users are strongly encouraged to contact appropriate law enforcement authorities in addition to submitting a Complaint to Company Name.
  2. If your Complaint concerns intellectual property infringement (such as Content theft), please refer to the DMCA & Intellectual Property Policy.
  3. If your Complaint concerns a non-consensual intimate image, please refer to our Non-consensual Intimate Image Takedown Policy.

7. MISUSE OF THIS POLICY

  1. Submitting Complaints that are knowingly false, misleading, abusive, or made in bad faith constitutes a breach of this Policy.
  2. Users who abuse the complaints process may be subject to warnings, suspension, or account termination.
  3. Non-Users who repeatedly misuse this process may be restricted from contacting Company Name or using platform services in future.

Need Help?

If you have questions about any of our policies or need assistance:

Company Name reserves the right to amend this Policy from time to time. The latest version will always be accessible at legal.getsimplio.com, and significant changes will be communicated where required.