Complaints & Content Removal Policy

Complaints & Content Removal Policy

Last Updated: December 2025

SoleSocial is committed to maintaining a safe, legal, and respectful platform. This policy outlines our process for handling complaints and content removal requests.

1. How to Report Illegal or Inappropriate Content

You Can Report:

  • Content that may be illegal under applicable law
  • Content that violates payment card network standards (explicit content, nudity, minors)
  • Non-consensual content or images uploaded without permission
  • Human trafficking, sex trafficking, or physical abuse
  • Fake profiles, stolen photos, or impersonation
  • Harassment, threats, or abusive behavior
  • Spam, scams, or fraudulent activity

Reporting Methods:

1. In-App Reporting (Fastest)

Click the "Report" button on any profile or content page. Select the violation type and provide details.

2. Email Support

Email: support@solesocial.app

Subject line: "Content Complaint - [Brief Description]"

Include: URL of content, description of violation, your account email (if applicable)

3. CCBill Complaints Form

For payment-related or serious violations, you can also file a complaint directly with our payment processor:

File CCBill Complaint

2. Review & Resolution Timeline

1

Complaint Received

Immediate confirmation sent. Complaint enters review queue with unique tracking ID.

2

Initial Assessment (24 hours)

Admin team reviews complaint. Illegal content or minors = immediate removal + law enforcement notification.

3

Investigation (Up to 5 Business Days)

Thorough review of reported content, user history, and evidence. We may contact involved parties for additional information.

4

Resolution & Notification

Decision made and all parties notified via email within 5 business days of original complaint.

Commitment: We acknowledge and will review/resolve all complaints within 5 business days of receipt. Serious violations (illegal content, minors, trafficking) are handled immediately (within 24 hours).

3. Potential Investigation Outcomes

No Violation Found

Content complies with our policies and applicable law. No action taken. Reporter notified.

Warning Issued

Minor violation or first offense. Content may be removed. User warned. Account remains active with monitoring.

Content Removed

Violating content (photos, bio, messages) immediately removed. User notified with explanation. May include warning or suspension depending on severity.

Temporary Suspension (7-30 days)

Repeated violations or serious policy breach. Account suspended. User can appeal (see Appeals Process below).

Permanent Ban

Severe violations: illegal content, minors, non-consensual content, trafficking, repeated harassment. Account permanently terminated. IP blocked. User banned from future registration. No refund.

Law Enforcement Referral

Illegal activity suspected (child exploitation, trafficking, threats of violence). Content preserved. Authorities notified. Full cooperation with investigations. Account terminated.

4. Appeals Process

Who Can Appeal:

  • • Users whose content was removed
  • • Users who received account warnings or suspensions
  • • Individuals depicted in content requesting removal (consent-based appeals)

How to File an Appeal:

Email: appeals@solesocial.app

Subject: "Appeal - [Ticket ID or Account Email]"

Include:

  • • Original complaint/decision reference number
  • • Your account email
  • • Detailed explanation of why you believe the decision was incorrect
  • • Any supporting evidence (screenshots, context, proof of consent)

Appeals Review Timeline:

Appeals are reviewed by a different admin than the original decision-maker (internal review). Decision communicated within 5 business days of appeal receipt.

Neutral Dispute Resolution:

If you disagree with our appeals decision, you may request neutral third-party arbitration:

  • • Contact: disputes@solesocial.app with subject "Arbitration Request"
  • • Process: We will engage a neutral third-party mediator (American Arbitration Association or similar) to review the case
  • • Timeline: Arbitration initiated within 10 business days
  • • Binding: Arbitrator's decision is final and binding on both parties
  • • Cost: Arbitration costs split equally unless arbitrator rules otherwise

5. Rights of Individuals Depicted in Content

If you are depicted in content on SoleSocial and did not consent (or consent is void under applicable law), you have the right to request removal.

To Request Removal:

1. Email consent@solesocial.app with subject "Non-Consensual Content Removal"

2. Provide: URL of content, explanation of lack of consent, proof of identity (ID verification)

3. We investigate within 48 hours and remove content if consent is determined to be absent or void

Immediate Action: Content is temporarily hidden during investigation to protect you.

6. Confidentiality

All complaints are handled confidentially. Reporter identities are protected unless disclosure is required by law or necessary for investigation. We do not share complaint details with third parties except law enforcement when legally required.

Contact Information

General Complaints: support@solesocial.app

Appeals: appeals@solesocial.app

Consent/Non-Consensual Content: consent@solesocial.app

Arbitration/Disputes: disputes@solesocial.app

CCBill Complaints Form: File CCBill Complaint

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