Content & Customer Complaint Management Policy
Last Updated: 2/13/2025
Strictly Hands ("we," "our," or "us") is committed to responsible content management, regulatory compliance, and efficient complaint resolution. This document outlines our procedures for managing content, ensuring advertising standards, monitoring platform activity, and handling customer complaints in a clear, fair, and accessible manner.
All content is produced or acquired under appropriate licensing agreements.
Content complies with intellectual property laws and industry regulations.
Routine reviews ensure adherence to legal, ethical, and quality standards.
Non-compliant content undergoes corrective action, including modification or removal.
Age and identity verification are required for all depicted individuals using valid government-issued identification.
Advertisements must be accurate, non-misleading, and ethical.
No content is permitted that could imply child exploitation or nonconsensual activities.
Advertisers are responsible for verifying their claims.
Compliance audits are conducted regularly; non-compliant ads are removed, and offenders may be suspended or reported.
AI tools and human moderators continuously monitor content and user activity.
Users can report concerns via the online reporting system.
Violations prompt immediate action, including content removal, policy updates, or legal escalation.
All complaints must be reviewed and resolved within 7 business days; illegal content is removed immediately upon verification.
Content undergoes compliance review before publication.
Unauthorized downloading and distribution are strictly prohibited.
Detected violations lead to investigations and potential legal action.
The platform prohibits the promotion or facilitation of human trafficking, sex trafficking, or abuse.
Collaboration with regulatory bodies ensures compliance.
Regular content audits prevent the publication of fraudulent or unethical material.
Immediate action is taken to investigate and address policy violations.
Complaints may concern:
Misleading advertisements
Privacy or data concerns
Compliance issues with proprietary or acquired content
General platform policy concerns
How to file a complaint:
Email: [email protected]
Our Responsibilities:
To provide an efficient, fair, and accessible complaints process.
To keep complainants informed of progress and expected resolution timelines.
To regularly review complaints for service improvement.
To provide access to the complaints handling process for all customers.
To conduct quarterly reviews of complaints to improve customer service standards.
We acknowledge complaints within 2 business days, via email.
Urgent complaints (e.g., financial hardship, medical necessity) are prioritized for resolution within 2 business days.
We aim to resolve all complaints within 7 business days; immediate action is taken if illegal content is involved.
Complainants are kept informed throughout the process.
In exceptional cases, such as retrieving archived records older than 24 months, a fee may apply. If the complaint is upheld, any fees charged are refunded within 7 business days.
The compliance team reviews and investigates the complaint.
If warranted, content or advertisements may be temporarily restricted.
The complainant may be contacted for further information.
Corrective action is taken for valid complaints, including content removal or advertising adjustments.
The complainant receives notification of the outcome.
Depicted individuals can request content removal.
Verification of consent is conducted; content without valid consent is removed.
Disputed cases are referred to an independent review body at the platform’s expense.
Unresolved complaints can be escalated from customer service management to senior management.
Senior management addresses escalated complaints as soon as possible.
Urgent complaints, such as those involving disconnection risks or medical necessity, are prioritized.
Such complaints are targeted for resolution within 2 business days when possible.
Complaint handling is typically free.
Fees may apply for retrieving archived records over 24 months old, but will only be charged with prior discussion.
If a complaint is upheld, any fees charged will be refunded within 7 business days.
Monthly reports are provided to the Acquirer, detailing flagged content, actions taken, and complaint resolutions.
Mastercard may request access to these reports.
Policy violations result in appropriate action, including content removal or advertiser restrictions.
Regular audits ensure policy relevance and compliance with legal standards.
Upon request, temporary account access may be provided to the Acquirer for up to 7 days, in line with Mastercard's audit requirements.
Contact us: Email: [email protected]
We strive to handle complaints efficiently and maintain a safe, compliant, and respectful platform environment for all users.